Jokabet Casino - Player believes that their withdrawal has been delayed.

From 30 May 2024 I was wining 699.00 pounds and I was requested for the withdraw and I get the answer to can be approved my withdraw I will have to do the ID check and Identity Check. I did everything what they said and after my withdraw was accepted but next day I get the email from the Casino my cashout was cancelled by the Casino payment system. I contacted them by chatting on the app and they said they will fix the issue and I have to do again the withdraw. I did again the withdraw and the same was approved but the same next day was cancelled my cashout. I contacted them again by chatting app and by email and the same answers. I have to do again the withdraw but I didn't get any response about the issue because everything was correct and all the time telling me to do again the withdraw but I have already the 3 time withdraw and the same cashout cancelled without any explanation.

Dear frandospetru,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Nowit's 4 times when again they cancelled my cashout even I was changed the method of the payment how they was telling me to do and as well without any reason, without break any rules or policy of the Casino they suspended my account. The Agents with who I spoke every time witch all the time they're different, they all the time say the same thing, (We know about your issues and we try to do the best to fix that) but nothing happened and every time when I trying to do again the withdraw my withdraw in the first place it's approved by the Casino checking and the next steps again my cashout is cancelled. This is the first problem with the sum of 699 but I have another withdrawal from them with 1300 which is checked already, approved and paid in to my account bank but I didn't get the money yet and when I was asking as well about that withdraw of 1300 pounds they said I will have to wait 5 working days to get the money in to my account and now I have already 4 working days and I will see what gonna happen with this withdraw of 1300 pounds after that 5 working days witch I'm more than 100% I'm not gonna get the money. I don't know what happened with the Casino because nobody they don't contact me at least to tell me something about what happened, I was asking many times to speak with one of the Manager's but all the time I get the same answer from the Casino Agent's like someone will contact you by email and all the time I was sending the email to the Casino but without any answers then: Your cashout was cancelled and for more information contact the team in the chatting app or by email and as well from yesterday I get the email like your Casino Account is Suspended and I have to contact as well the team on the chatting. I get Suspended without break any rules or policy of the Casino and when I was trying to find why my account was suspended they didn't say nothing. The Casino is playing with me now like a( ball football ) ,because I still have that sum of 699.00 pounds and I can't play that amount if I will try because my account is suspended, and if I will try every time when they cancelled my cashout to do again and again the withdraw, never I'm not gonna get paid. I know you can't step in before 14 days because because you said that withdraw it will take 14 days to be completed but how can be completed the withdraw and that 14 days waiting if all the time my cashout is cancelled and every time I have to do again and again the same thing about withdraw the money? I think you can step in with my problem because I have all the proof I did everything by the Casino rules, policy and therm's.

Kindregards

PetruF***

Thank you for your reply, frandospetru. Please allow me to ask you a few questions, so I can understand the whole situation completely:

• Which games did you focus on - slots, live casino, sports betting, etc.?
• Could you please clarify if you received any confirmation regarding successful verification?
• Did you accumulate your winnings with or without an active bonus?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I put the review as well on the Trustpilot website and they sent reply on the Trustpilot website to contact them by email and I did many times but nothing happened at all. I asked as well what happened as well with another withdrawal of 1300 pounds witch was approved and sending already but I didn't get in to my account bank nothing and they asked me about my Bank statement to check and I sent already but nothing happened.

Finally I get paid for the 699.00 pounds but I didn't get paid for another withdrawal 1300 which they said they was paid already but in my account bank I didn't receive nothing. They was asking me to send the pdf bank statement from 1 June until 10 June to can see I wasn't get the money and I did, I sent the pdf bank statement from 1 May until 10 June but I didn't get any response from them. This withdraw of 1300 I did already before the second withdraw of 699.00 pounds and I don't understand what happened because on my Casino Account showing paid the amount but in mine account bank I didn't get nothing.

Kind regards Petru F***

Has there been any news regarding the other withdrawal(s)?

From the withdraw 1300 pounds again they cancelled all the time. They cancelled and when I contacted them they said to put the same bank account which I used all the time and I told them I did already that but still my withdraw is cancelled all the time and all the time they give me the same answers. I should have this withdraw on 31 May but still till today I don't get nothing

Kind regards Petru F***

Thank you very much, frandospetru, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@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, frandospetru!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

Hello, dear frandospetru!

We really appreciate you taking the time to let us know about this issue. We are sorry that you encountered this difficulty, and we apologize for the inconvenience caused.

As we can see from the system, your last withdrawal was successfully paid, and we believe that your situation can be considered resolved.

If you have any other question or difficulty, please let us know.

Best regards,

Jokabet Team.

frandospetru, please, confirm that you have received your funds!

Good morning. Yes I get finally all the withdraw from the Casino

Thank you and have a good day

Dear frandospetru,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team