Jokabet Casino - Player's account disabled prior to withdrawal.

"Hi i have use Jokabet casino around Few months and I have used as normal deposits and some withdrawals made proply good I havent any problems till last I asked withrdrawl if few times £100 (7times) and that was made in Friday and that was in pending becouse banking are not working weekends ,so i will wait till monday .after weekend I was asked to to made some more verification as statements of my banking(was approved) and card photos(i lost this card same weekend and report in bank as losted ) and I ask on chat what I can do know ? Thats unfortunately can't be made without card in hand yes? And they unable to send me any proof of ownership of this card by chat and I don't receive any letter from bank to show as they ask . After many hours of chatting and requests about verification and I use only picture from other mobile phone shows app with my name on it and accounts number and sort code ( they ask about do this in chat as alternatives without card photos) after many checks and delays that they made for me it's not been accepted. And today I was asked to close my account and request about get refund money I was deposited becosue I tell him on chat it's too long and I need my money now . Advisor let me to wait again many times and say it may long time to be done and I recive my foudns. After chat I try to log in my Jokabet account and I can't no more it's information my account is now "disabled " Please help me to refund my money back its lot of money at least I have £1700 on Jokabet account at and

Dear karolkasztan9,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Yes I do many times in different casinos and never got situation like that to lost card same weekend as I neef verification it's bit wired I know but I hear to much times to make same actions at end all verifications was made and they only want any proof from bank ( I make photo of my bank app with my name on it and. Account details ) after next 24h waiting they don't accept this so I was very upset and I wrote about closing my account to get in query to refund my money l .

Dear karolkasztan9,

You are to be informed that the refund has been processed from our side. Thank you for your understanding and patience.

Best regards,

Jokabet Team

Yes all balance was payed when I send bank details to make transfer.thank you guru-team for advice and help to solve my problem 🙏😉👌 I think will be hard to get back my money without showing my complaints here for site I was delayed many times .thank god we have site like guru to solve any problems with casinos 👍take care guys and hope we don't have more occasions like that one in future . regards 🤝

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, karolkasztan9, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru