Jokabet Casino - Player argues casino violated terms and demands a refund.

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 gp78mdh9w5,

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

I tried to register an account from the UK, but I was unable to do so.

When attempting to register from an allowed country, the county in the casino profile was assigned automatically, based on my virtual location.

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

• Is your account in the casino verified?
• Is your country correctly filled in in your casino profile?
• When have you contacted the casino with a refund request? What response have you received?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

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

I requested refund this time yesterday and I’ve heard nothing back

Thanks for the reply.

I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified.

Correct, I’m trying to get some of my deposits back not winnings,

if you can’t help then that’s frustrating

If you played your deposits down, we won't be able to help. In my previous explanation the underlying principle is that we believe if you risk your funds by gambling in a casino that doesn't enforce its rules regarding restricted countries, we believe that your losses and winnings are legitimate, therefore we help players who won and accept the situation the player is allowed to lose.

Please clarify if you are referring to deposits that were not played down. I'll await your reply.

I played these deposits,

this morning I have received a full refund from the casino, please close my case

Dear gp78mdh9w5,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru