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Hi,

this casino doesn’t accept uk players or real cash from uk players,

when looking for a uk casino this came up, it then let me sign up straight away no questions asked, I was then depositing hundreds and hundreds in minutes, then days,

no safe gambling tools were put in place and no timeouts, nothing,

I should get all my deposits back if not most as they shouldn’t have let me deposit in the first place because of there terms and conditions,

also because of no restrictions, timeouts or anything I have put myself in financial burden because nothing was done,

im trying to get a refund or something sorted and the casino hasn’t communicated back to me,

I saw someone had the same problem on here 4 weeks ago and they were able to get all there deposits back,

how do I go about this?

Dear greglewis034,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Jokabet Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there any withdrawable balance on your account?
• Have you asked the casino for a refund of your deposits? With what result?
• Is your casino account verified?
• Have you informed the casino about needing protection from further gambling and the financial difficulties the gambling is causing you?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account is verified and I’m from uk and made an account,

I requested refund but had no response

Zero balance at present, still had no response will send to them again today and copy you in.

Dear greglewis034,

thanks for your email.

We investigate further only if the balance is confiscated due to accusations of being from a restricted country. If you played down your funds, we are unable to assist you with a refund based on the fact the UK is a restricted country alone.

Please note we believe online casinos should offer a mechanism of self-exclusion due to gambling problems.

If you have a gambling problem you need to inform online casinos about it and request a self-exclusion, otherwise there is no expectation you will be protected from gambling.

When applying for the self-exclusion, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Jokabet support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is gambling problems and financial difficulties

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support_cr@jokabet.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Please let me share a few resources related to responsible gambling that might be useful:

If you have accounts open in any other online casino I would like to call your attention to our Self-Exclusion Assistance Tool

https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here

https://casino.guru/global-self-exclusion-initiative

and about BetBlocker here

https://betblocker.org/

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link

https://casino.guru/problem-gambling-help-centers

I have done the above and cc d as requested, my refund request I cc d you in on previously has also been ignored ticket id: 5H32AF

Thank you very much, greglewis034, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello greglewis034,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Jokabet Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Please feel free to request this from jokabet, if you need anything from me please just ask.

Regards

Greg lewis

I would also like to include the mental health issues I am facing as a result of gambling and hardship. It's clear my gaming was erratic, bets increase after loss, deposits increased huge sums spent after hours online into early hours of the morning's mostly, huge deposits always made around 25th of each month or within days of the date ( payday) dec 19th -20th nearly 6000 spent in a day or so. I have a drug and alcohol addiction and am on fluoxetine (Prozac) as a result. It's clear from my gaming patterns there's an issue, I can prove I've borrowed money from family then gambled it immediately from bank statements. My mind state when gambling was always due to drug and alcohol abuse.

Hello!

Thank you for bringing this matter to our attention. We apologize for the delay in our response and appreciate your patience.

After reviewing the situation, we regret to inform you that we are unable to reopen the player's account. The player had a valid reason for closing their account under responsible gambling measures, and we fully respect their decision. As a responsible operator, we are committed to adhering to the principles of responsible gambling, and once an account is closed for this reason, we cannot reopen it.

Furthermore, we must inform you that we are unable to process a refund for the funds lost in the casino. All bets placed were genuine, and the money was played fairly. Unfortunately, we are unable to return funds that have already been used in the game. As stated in our terms, players are fully responsible for depositing real funds into their account, being aware of the potential risks and losses when engaging in real money gambling.

Please also be reminded that by accessing and opening an account on our platform, players confirm that online gambling is legal and permitted in their jurisdiction. We do not offer or solicit our services in regions where such activities are prohibited.

We appreciate your understanding of our position and the importance of responsible gambling.

Best Regards,

Jokabet Casino

Dear Jokabet Casino,

Can you tell me when exactly did you receive a proper self-exclusion request, and also, when exactly was the player's account closed?

Dear Michal,

The account was immediately closed after the player contacted us on 2025-01-02 at 10:54:33(UTC).

Kind Regards,

Jokabet Casino

Dear greglewis034,

Can you confirm the casino's statement that your account was closed on the 2nd of January?

I cannot confirm or deny as I have no notification or email stating this from them ?

Dear Jokabet Casino,

Why was the player not informed about the account closure?

Dear all,

We would like to clarify that, as stated in our Terms & Conditions, we reserve the right to close a player’s account at our discretion and without prior notice. In this particular case, there were valid and serious reasons that led to the decision to close your account.

While we understand that this may be disappointing, please note that we are committed to ensuring a secure and fair gaming environment for all players. The decision was made in line with our policies and procedures, and we are confident that it was the appropriate course of action under the circumstances.

Best Regards,

Jokabet Casino

Dear greglewis034,

Unfortunately, we are unable to assist you further in this matter. As my colleague Tomas previously mentioned, we only conduct further investigations if a balance is confiscated due to accusations of being from a restricted country. If you have played down your funds, you cannot pursue a refund solely based on the fact that the UK is a restricted country. If a casino lists a country as restricted in its terms and conditions but still allows players from that country to deposit, play, and withdraw without penalties, we consider this to be acceptable.

Since your account was closed immediately after you informed the casino about your gambling problem, there are no grounds for a refund. The self-exclusion process was carried out within a reasonable timeframe. Deposit refunds are only applicable in cases where a player notifies the casino about their gambling problem, and the casino fails to restrict their account in a timely manner.

For these reasons, we must reject this complaint. We appreciate your understanding and regret that we could not be of more assistance on this occasion. If you encounter any issues with this or any other casino in the future, please do not hesitate to reach out.