Jokabet Casino - Player encounters issues with deposit refund.

I was allowed to open an account and deposit even though my details are registered with gamstop Uk, later to find out they do not accept UK players.

I have requested a refund but still waiting confirmation

Hello amyrutherford887,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jokabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do you have any remaining balance on your casino account? When was the last time you spoke to the casino and what was it about?

Please note that your Gamstop exclusion has no affect in the casino as they do not have an UK license.

Looking forward to your answer.

Regards,

Nick

Hello,

my account wasn’t verified I kept trying to send in my ID but wasn’t working.

i don’t think there is a current balance but I am

unable to check as they closed the account.

I had an email saying they’d send my casino balance but nothing about a refund for the funds taken, my bank has a block for gambling transactions but these transactions still got through.

This is the response I received from the bank and how they evaded the gambling block on my bank account,

Hi Amy,

Apologies for the delay in getting back to you whilst we looked into your case. The merchant you raised to us (WEBOPS) have now been blocked, so any future attempts should be declined. 

The reason these transactions were allowed to go through was because the merchants did not correctly identify themselves as gambling merchants, therefore our system could not have picked them up.

Unfortunately we will not be able to re-fund these amounts as the merchant is liable for the error, so I would recommend you contacting the merchant to further explore your options of being reimbursed.

Hello amyrutherford887,

If you had no remaining real money balance in the casino when your account got closed, there is no reason for any refund as you have lost the balance there. Please keep in mind that you may request a refund only if you did not use the balance yet as otherwise anybody would simply request a refund after they lose their money.

Is there anything else we can assist you with?

Dear amyrutherford887,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.