Jokabet Casino - Player is experiencing delayed withdrawals.

I have had 10 failed withdrawals trying 3 separate bank accounts, each time they tell me I’ve entered the bank details wrong and try again, this has been going on for a month and 10 failed withdrawals , I can assure you the bank details have always been correct

Dear Beckyweb14,

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

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

• Could you please share a screenshot of the window where you fill out the bank information when requesting the withdrawal? (with the key bank information filled in)
• Could you please clarify which deposit methods have you used?
• You can post screenshots here or send it to my email at tomas@casino.guru

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

Hiya I have emailed them to you, I have tried bank transfer , two separate bank accounts . Sometimes it tells me that my withdrawal is successful and I get an email then it appears back in my Jokabet account after about 3 days, sometimes it gets cancelled during the checks stage, I even tried crypto currency as a last resort as I only gave the two options they rejected it saying I didn’t deposit that way , I didn’t deposit via bank transfer either but I only have those two options

these all relate to same withdrawal, I have loads of them, how can it be successful to appear back in my betting account

These withdrawal one of 540 and one of 400 I have never received even when they state paid, then it goes back into my betting account a few days later and they tell me the cancelled ones are either due to ‘no viable reason’ or my bank rejected them which is untrue , I have not had one successful withdrawal from the 940

there are more …

I can email all over if needed

So tonight it’s happened again, my withdrawal was completed and marked as paid, I’ve started to wait the 3-5 days you have to wait to receive payment for it to just appear back in my betting account , I receive no correspondence regarding this each time it happens.

I have had to yet again request to withdraw which is now showing as pending with todays date but it shows on the 25th as paid but back in my account today

Thank you very much, Beckyweb14, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Thank you Tomas

Dear Beckyweb14,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Jokabet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Jokabet Casino,

Could you please provide detailed information regarding this case and explain the reasons behind the delay in the player's withdrawal?

Thank you in advance for your response!

Best Regards,

Kubo

Hello!

Thank you for bringing this matter to our attention. We truly value your feedback and are happy to work toward resolving this matter for the good of both parties.

We would like to apologize for the failed withdrawals due to technical reasons, but the funds were returned to the player account, we can now confirm that the withdrawal requests were approved and the funds were paid from our side.

Thank you for your understanding and patience. Let us know if you have any further questions.

Kind Regards,

Jokabet Casino

This is a complete lie, see attached , my bank have said that they have used the incorrect IBAN number , I did not submit the IBAN number , only sort code and account number so this is there error. They are aware of this so I don’t understand why they are completely lying on this thread. They are also saying they returned one of the withdrawals to my account, and they never have. I withdrew x2 £100 on the 26th . They can only provide me with proof of payment for x1 £100 (using the wrong IBAN number I might add) they are claiming that they returned one of the £100 to my betting account , you can see below both were paid, and if they check my betting history it’s clear I have not received £100 to my betting account, there is also a £199.78 paid on 29th which I have also not received, they have been unable to provide proof of payment but it’s pretty clear that if they have paid it like they claim, this too will have the wrong IBAN number as my bank has confirmed there are no payments being held of waiting to clear in my account

Dear Jokabet Casino,

Could you kindly provide proof of payment for these withdrawals? Please send the relevant documents to my email address at jakub.m@casino.guru.

Thank you for your assistance.

Dear Kubo,

Thank you for your continued cooperation regarding this matter.

We are pleased to inform you that one of the player's withdrawals was successfully retrieved and returned to their account. The player was able to successfully withdraw this amount again.

Currently, our team is actively working with the payment provider to resolve the issue concerning the second withdrawal. We are committed to addressing this matter as quickly as possible, and we will provide updates to both you and the player as soon as we have more information.

Thank you for your patience and understanding. If there are any additional questions or concerns, please feel free to reach out.

Best Regards,

Jokabet Casino

The second withdrawal ? There are 3 all together x2 100 and x1 199.78, why do you ignore all correspondence regarding this?

Dear Jokabet Casino,

Could you please provide an update regarding the status of the second and third withdrawals?

Thank you for your assistance.

I have received x1 £100 they refunded the other x100 pounds last week , again this has not gone into my account , I’ve been asking for over a week for proof of payment as I assuming they have yet again used the wrong IBAN number, it has taken all this time for them to finally credit the 199.78 into my betting account I withdrew it yesterday , but I have asked for proof of payment as I’m not hopeful they will use the right IBAN number and I would rather check with my bank rather than wait the 5 days they make me wait and then longwr to get proof of payment to find it’s the incorrect IBAN number, it’s just draining and disgusting customer service, this has been going on for nearly 3 months now . I don’t understand how they can use the correct details for one x100 payment last week and every other payment incorrect after about 25-30 failed withdrawals now

Omg!!! They have returned the £100 to my betting account again!!!!!!

This is beyond ridiculous!!!!

Absolute disgrace of a company!! 3 months and 30 failed withdrawals!!!

Hello!

Thank you for your patiance and we are sorry for the delayed reply.

The transactions were refunded by the payment provider, and we can confirm that once again the funds were paid from our side. Rest assured that we will do our best to assist you until you can receive your funds, once they are paid from our side we don't have control over how fast the funds will be delivered or if they are going to be sent back.

If you still having problems with the withdrawals please let us know.

We remain at your disposal if you have any further questions.

Best Regards,

Jokabet Casino

No I have asked for proof of payment numerous times and u have not provided me with it, I’m assuming u have used the wrong IBAN number yet again as they have not hit me account yet again!!!

I cannot cope with this casino, he’s telling me something has been returned to my betting account yet again but it hasn’t and they will not provide me with proof of payment for the x2 withdrawals I have still not received , telling me they don’t use IBAN numbers yet I have shown proof from my bank they have inputted the wrong IBAN number numerous times, it is past the 5 days for both withdrawals yet again and I don’t have my money!!

They keep saying they have been declined by my bank but my bank never receive anything , my funds go back as they are inputting incorrect information

I only submit my sort code and account number so I don’t know what jokabet are doing but this is coming up to 4 months!!

This was sent by my bank after i sent them the proof of payment jokabet sent me

Hello Everyone,

I apologize for the delayed response. From what I can see, the issue still persists, and the player remains unable to withdraw her funds.

Dear Jokabet Casino,

The player has claimed that an incorrect IBAN was used for the transaction, a detail that has been confirmed by the player's bank. Have you verified this on your end, and, if possible, cross-checked it with the payment service provider? This issue has been ongoing for quite some time. If you are unable to resolve it, could you please suggest any alternative solutions for processing the withdrawal?

Additionally, I have yet to receive any proof of payment from your side. Could you please send the documentation for the last transaction to my email at jakub.m@casino.guru?

Thank you for your attention to this matter.

Dear all,

We are sorry for the delayed response.

The funds were credited back to the account of the player, and there was a new withdrawal request which was paid from our side, Beckyweb14 could you please confirm if the funds were received this time or not?

We are looking forward to hearing from you.

Best Regards,

Jokabet Casino

You have only refunded the 199.98 into my betting account and not the 100 also ? Can you send me proof of payment for the 199.98 I have just withdrawn again so I can check with my bank it’s the correct information and the same again when you do the 100 ?

i have only today received the £199.98 so I only made the withdrawal a few hours ago so it’s still pending on your site

Here we go again , yet I have not changed the details from the time they managed to successfully withdraw the first £100!!!

Absolute joke this!!!!

Dear Jokabet Casino,

It seems we are caught in an endless loop of attempts and failures regarding the payments. Could you kindly clarify the reasons why these payments are not going through?

Additionally, while my repeated requests for proof of payment have gone unanswered, could you at least provide this proof directly to the player, as was done previously?

Your prompt response would be greatly appreciated.

Thank you.

Both payments are again showing on jokabet as as withdrawn successfully yet not showing in my bank account, they have managed to pay x1 £100 , I don’t understand how they can not pay these two when I have not changed the withdrawal details!! And all requests of proof of payment are constantly ignored.

Hello!

We sincerely apologize for the inconvenience caused to the player regarding their withdrawal attempts. Please rest assured that our dedicated team is actively working to resolve the issue as quickly as possible.

As soon as we have an update or the matter is resolved, we will promptly inform you and update the complaint.

Thank you for your understanding and patience while we address this matter.

Best Regards,

Jokabet Casino

Wow!! Now this person who clearly does not know their job is telling me they can’t provide proof of payment yet they could for one of the withdrawals and has the cheek to blame me for the incorrect IBAN yet I only input my sort code and account number!!!

they don’t have a clue what they are doing!!!

Dear Beckyweb14,

Thank you for your patience.

Our team has added an alternative payment method, please request a new withdrawal via Faster Payments and let us know once you are done so we can process the withdrawal with priority.

We are looking forward to hearing from you.

Best Regards,

Jokabet Casino

Well I would if you would put that 298.78 back into my casino account so I can withdraw it ?

Dear Beckyweb14,

I'm following up to check if there have been any updates regarding your issue. Has the £298.78 been returned to your casino account? If it has, were you able to successfully request a new withdrawal using Faster Payments, as advised by the casino?

Thank you, and I look forward to your update!

Dear Beckyweb14,

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 this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo