The player from Colombia faced difficulties withdrawing winnings after six days of attempting to do so. The cryptocurrency withdrawal option was unavailable, despite having previously made withdrawals and having his ID verified for over two months. The casino indicated they needed to consult the payment provider but did not provide a resolution timeline. The issue was resolved after the player confirmed that the last approved withdrawal was successful.
Jokabet Casino - Player faces delayed withdrawal of winnings.
Amount: €2,620
Jokabet Casino
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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4 months ago
Translation
I've been trying to withdraw my winnings for over 6 days. Normally, I deposit using cryptocurrencies, so I must withdraw using the same method. However, when I try to withdraw, the cryptocurrency option doesn't appear, nor do any crypto currencies. I'm told they need to speak with the payment provider to resolve the issue, but I haven't been given a date for resolution. My ID has been verified with the casino for over 2 months, and I have made withdrawals before. 
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4 months ago
Dear juan123321,
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 have made withdrawals via cryptocurrency before?
- Could you please advise when exactly you made the last successful withdrawal via this payment method?
- Have you considered withdrawing via an alternative payment method?
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
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4 months ago
Translation
I have already made other withdrawals before, my last approved withdrawal request was 08.11.2024 - 17:50 CryptoCurrency Payment System Amount € 554.00, as my deposit method was crypto, I can only withdraw by crypto so the casino will inform me
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4 months ago
Translation
The problem has already been solved, thank you very much
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4 months ago
Dear juan123321,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
