Jokabet Casino - Player disputes with unexpected balance deduction.

Today, I deposited a total of £2.6k over various deposits at the following times:

Time Amount Type

14:58 600 Deposit

14:16 450 Deposit

13:42 450 Deposit

13:29 500 Deposit

13:11 400 Deposit

12:24 250 Deposit

I enabled a bonus which was:

Time - 13:46

Amount - £5.85

Wager requirement - £115 

Max win limit - £38

I then performed the following bets. Note, yellow cells highlight when the wager requirements are met. Red is when I made my last deposit and the last transaction is when the casino removed £1.1k from my balance.

By the time I deposit £600, I had no idea this bonus was active as I had placed so many bets. The funds were going into my 'Real Money' wallet and all looked good. I previously lost my balance, hence the new deposit of £600.

I managed to turn £600 into £1,400 and was in the middle of my hand on blackjack, when all of a sudden my balance went from £1,400 to £288. Stopping me from doubling down on a hand I won.

I was shocked, surely this is a temporary bug that'll fix itself.

So I get onto live chat and they start telling me that due to an active bonus on my account with a max win limit of £30, they've removed £1,100 from my balance.

I'm in shock, I've deposited £600 and regardless of what I would've done, my balance was always going to be reduced to £30? How can this be?

I met the wager requirements long before this.

When I speak to their live chat they just continuously tell me the system is correct and the balance is non-refundable.

Any advice? Help please!

I already lost £1k today as it is, I don't want to lose another £1.1k due to system error.

Dear Wicked243,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Do I understand correctly that you didn't have any active balance when you made the last deposit?
• Also, do I understand correctly that these winnings were accumulated with this deposit?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

• Do I understand correctly that you didn't have any active balance when you made the last deposit?
• Yes, that's correct.

• Also, do I understand correctly that these winnings were accumulated with this deposit?
• Yes, that's correct. I deposited £600 real cash and proceeded to win £1,400.
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I've referred to their Terms & Conditions, their Bonus Terms and there's no reference to what they're saying.

Literally, they're saying I deposited £600 and the winnings after my bets were classified as relating to the active bonus that had a max-win limit of £30.

The bets were with real money and nothing to do with the bonus of £5 I received.

https://jokabet.com/termsconditions

https://jokabet.com/bonus-terms

There's no reference to any of this in any of their terms and conditions.

Here's a section of additional questions on their bonus page:

I just enabled another bonus on my account to see if there's any explanation... nothing!

Dealing with this company is stressing me out massively.

I'm fine with losing money, but not having it stolen.

Additional conversation:

Image from the conversation references the Terms & Conditions.

Note, I deposited £600. It was nothing to do with the bonus.

So stressed...

Image from conversation

Following on with the conversation:

And the image they shared, referencing the same image they've shared about 50 times now. Which does not apply as I was playing with real money.

I need help. I'm losing my mind.

Another part of the conversation:

Thank you very much, Wicked243, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Quick update for anyone reading this. Jokabet.com have just changed their 'Bonus Terms'.

Please see here: https://jokabet.com/bonus-terms

Latest chat with live chat, they simply refuse to answer any of my questions around their terms & conditions.

And all references to their terms & conditions are invalid.

Yet apparently case in closed even though I've not received a detailed answer to any of my questions.

And now they've disabled access to my account:

Hello, Wicked243,

I am sorry to hear about your unpleasant experience and apologize for the delay. Thank you also for your email and additional information. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear Jokabet Casino team,

Could you please provide us with a detailed explanation of the player's situation and support it with relevant evidence and applied rules?

If it suits you better, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello, dear all!

We really appreciate you taking the time to let us know about this issue. 

We are very sorry that you were not aware of our bonus policy.

Your bonus amount was £3.85, after you wagered the bonus you had 38.50 left in your account and the remaining amount of £1108.20 was forfeited according to our 3.25 bonus terms and conditions :"Winnings from the bonus are restricted to a maximum of x10 the bonus amount".

You could also see the maximum winning amount from a bonus in the "Wallet and Bonuses" section, in the description of the active bonus.

We hope for your understanding.

Best regards,

Jokabet Team.

But Jokabet, you're still not understanding... this was not bonus money. It was real money I was playing with. Refer to the £600 I deposited an hour after the bonus had been given.

Terms https://921-jokabet.com/bonus-terms:

3.9 All the bonuses are sticky. This means that you cannot request your withdrawal until wagering requirements are fulfilled. Also, you start playing for real money first, then for bonus money, and as soon as bonus money is list, the bonus is also lost.

9.1 The bonus balance is divided into two parts: real and bonus. Depending on which part of this balance the bet is made from, the winning is accrued to that part. The bonus only wagers bets from the bonus part of the bonus balance, and bets from the real part of the bonus balance are not wagered. The current wager amount is increased only when the money from the bonus part of the bonus balance is used.

Dear Wicked243,

you can see this bonus in the Bonus History section. Funds that have been canceled are bonus funds that have exceeded the maximum winning amount.

Branislav, we will contact you via email with all the evidence in order to clarify this situation.

We hope for your understanding.

Best regards,

Jokabet Team.

I can't, as for some reason my account's access has been revoked and when I try to log in I just get a message stating 'Account disabled'.

I've extracted all of my information in relation to deposits, bonuses and wagers. I was not playing with bonus money.

Dear Branislav,

we have contacted you via email with all the evidence regarding this case.

We kindly ask you to check your inbox as soon as you can so that we can solve the question.

Best regards,

Jokabet team.

Hi Jokabet, not sure who I'm communicating with here. However, I've received a few emails and communications over the last few days letting me know that I'm going to get a refund. However, your messaging seems to be contradicting this.

May you check internally what exactly is going on please?

Dear Wicked243,

you have opened a dispute regarding bonus issues and where the remaining funds disappeared after wagering the bonus - here we are discussing this issue.

We have previously provided explanations regarding this situation and are waiting for Branislav to check the evidence sent by mail.

Regarding your refund, we kindly ask you to be in contact with the specialists by mail who contacted you regarding this issue, cause the refund does not relate to the problem discussed in the dispute.

We hope for your understanding.

Best regards,

Jokabet Team.

Dear Wicked243,

How could you play only with a real money balance if (which is basically shown in the video you provided me with), at some point, your bonus balance was decreased? Does that not mean that you, maybe unintentionally or unknowingly, placed a bet of more than your current real money was, so partially bet with bonus money and started wagering the bonus winnings?

Dear Jokabet Casino Team,

Can you please look at my last email and provide me with the requested (the user's game logs)?

Also, a few more questions.

Do I understand correctly that the bonus in question was Free Spins for a specific game? Was those 3,85 the amount of the Free Spins or the amount of the winnings from those FS (all FS manually spent in the specific game by the player himself)?

Hi Branislav, I may have placed a bet for an amount that was more than my real money, but I believe it was £240.85.

£240 being real cash, £0.85 being bonus.

From that point onwards, I only played with real cash. As per their terms and conditions, £0.85 bonus should have become £1.70 bonus and real cash £480.

The bonus was indeed free spins for a specific game. I had 20 I believe, and from them I won £3.85.

Hello everyone,

Branislav, I have sent you an email with more information, kindly check. Thank you!

Best regards,

Jokabet Team

Thank you both for your replies and additional information, and I am sorry for the delay.

Dear Jokabet Team,

Unfortunately, you sent me the confirmation of the refund related to another issue. It was explained by your colleague above, and it should not have been related to this complaint.

So, please, look at my last email regarding this case and my previous post directed to the casino representative, and provide me with the requested. Although I was provided with a bonus history, some things are still unclear. It would be highly appreciated if you could send me the user's game logs via email and provide the information if there was any maximum bet amount for the bonus in question.

If I understand the issue correctly after reviewing all the gathered details from the casino and the player, it is possible that the casino system applied the bonus maximum win/maximum cashout limit mistakenly to his real money deposit and winnings accumulated from that.

Looking forward to hearing from you.

Dear all,

We will be investigating this further and will update you as soon as possible.

Best regards,

Jokabet Team

Thank you for letting us know.

Feel free to let us know once you have any news or updates.

Looking forward to hearing from you.

Dear all,

We just have sent you an email with new information. Kindly check.

Best regards,

Jokabet Team

Thank you for the additional information and clarification, Jokabet Team. Can you please look at my last email regarding the matter and provide me with the requested details?

Dear Wicked243,

In the meantime, I would like to ask about a video you shared with me earlier.

While playing with your real money funds, approximately the first half of the video - there are 2 "windows" with the amounts showing "wagered" and "result", which were obviously added to the video manually. However, there are also amounts for "real money" balance, "bonus money" balance, and "wagering requirement" - are those amounts the real data that you saw in your account during your play, or, was anything from the rest of the screen somehow edited, such as the mentioned "wagered" and "result" elements?

If everything besides the "wagered" and "results" amounts were displayed during your play exactly as in your video, where exactly did it display?

Dear Wicked243,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Branislav, yes, they were the real amounts I saw in my account.

It displayed in the UI when I selected my balance to see what it was made up of.

Dear Branislav,

We have contacted you via email regarding these questions.

Could you check it please? Thank you.

Best regards,

Jokabet Team.

Dear Wicked243,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will consider the complaint resolved.

Based on my previous posts, I will now mark the complaint as 'resolved' in our system.

Thank you, Jokabet Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru