Jokabet Casino - Player requests that his deposits be refunded.

I have deposited a large amount of money with Jokabet, whilst being diagnosed with stage 4 cancer and going through aggressive Chemo

treatment. This has severely affected my mental health.

I have requested a refund of my deposits with Jokabet due to several reasons but my account was closed and they stopped communicating with me.

Despite self excluding on Gamstop I was sent constant adverts to join Jokabet as a non Gamstop online casino.

I did not see within the terms when I opened account that non UK players are restricted from playing with real money. Despite providing my full address and verification documentation they allowed me to deposit and play.

They use merchants to get around gambling blocks and restrictions with bank and credit cards.

They do not have a UK gambling license and should not be encouraging UK players to play as it’s restricted for real money yet they do nothing to stop this.

They do not carry out any responsible checks to

ensure you are not gambling more than you can afford like uk based gambling license casinos would when they see an increase in activity.

Dear Saugherl08,

Thank you very much for submitting this complaint. I'm sorry to hear about the difficulties you've encountered. To better understand your situation, may I ask you a few clarifying questions?

Am I correct in understanding that you lost your deposits during regular gameplay, and the current balance in your casino account is now zero?

Are you requesting a refund of your lost deposits based on one or both of the following reasons:

• The casino does not have a UK license.
• The United Kingdom is listed as a restricted jurisdiction.

If this is the case, I have to inform you that, unfortunately, we do not handle cases related to licensing regulations or policies. While I understand your concerns, I must kindly inform you that we are unable to assist with such matters. Casino Guru is an independent online casino database and mediator for resolving disputes between players and casinos. However, we have no authority to enforce regulations or determine the legality of specific licensing practices.

Additionally, per our policy, we are unable to assist in cases where a player from a restricted jurisdiction was able to register, deposit, and play but subsequently lost their funds during regular gameplay. Our assistance is limited to cases where a player from a restricted jurisdiction won funds, attempted to withdraw them, and then had their account blocked or funds confiscated due to their location.

If I have misunderstood any part of your situation, please do not hesitate to clarify. Otherwise, I regret to inform you that we will need to close this complaint.

Thank you for your understanding. I look forward to your response.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi

There is actually evidence on this website that you have contacted Jokabet about similar cases where they have allowed UK players to deposit and play when the Uk is listed as a restricted country. They is also evidence on your website that they have paid back deposits. Please explain why my case is any different to these complaints that were resolved with money being returned.

Thanks

Each complaint is handled on an individual basis. Please understand that even small differences between cases can significantly impact how we approach and resolve them.

If you are seeking refunds of your deposits, we are able to assist you only under the following circumstances:

• You requested self-exclusion due to gambling addiction, but the casino ignored your request, allowing you to deposit and lose further funds.
• The casino signed an agreement with you that they will refund your deposits due to operating without a valid license in the UK.
• You won while being from a restricted jurisdiction, where the casino allowed you to register, deposit, and play, but now refuses to pay your winnings solely because of your location.

If your case falls into any of these categories, please let us know so we can proceed accordingly.

Dear Saugherl08,

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.