Jokabet Casino - Player's account has been closed after a verification issue.

I won 1500 on Jokabet they asked me to up verify my account I uploaded details the rejected it then sent an email I the upload again then the disabled my account I have tried to get in touch but they said 24 hours it’s been more than 48 hours the money still hasn’t hit my bank

Dear thomasbrittania79,

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 serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly the proof of payment is the only obstacle in completing verification?
• Did the bank statement you uploaded contain the requested information? Was it in the correct format?
• When was the last time you were in contact with casino support and what did you discuss?
• Could you please share your exchange with the casino where you were promised a resolution within 24 hours?
• 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 in advance for your reply.

Best regards,

Tomas

I replied and I upload the back off my card they rejected the and asked me to upload requested document with the detail that I upload showing the my name and number and as soon as I did they disabled my account I have been trying to contact them by email since Friday and they wont respond

They said I had a duplicate account which I didn’t know off it I also never played on that account or win any money on that account only the one I won the money on I won that money fair and square could this be taken further if possible

Thanks for your reply.

I am sorry to hear about this development of the situation.

Could you please advise what specific information there is about the previous account you had with the casino?

Could you please share the communication where the casino accuses you of opening multiple accounts?

Could you please explain when you opened your 'current' account and whether you accepted bonuses, including a welcome bonus on this account?

My email is tomas@casino.guru

They tricked me as there’s an app called sweet bonanza and that is Jokabet and they also do it online through multiple sites and yes, I’ve accepted bonuses but they never let me take any bonus without spending my own money I also have proof that the money that they take for my bank account has two different names on the 24th of October when I decided to play not remembering I had another account but the other account I had it was not through the same app and I don’t think I verified any details on that account

Thanks for your reply.

Have you used different emails to register through the app and the website?

Could you please supply screenshots of what the trick employed by the casino looked like or supply any supporting evidence this was the case?

for the different apps two different transaction name and the app is called Sweet Bonanza and then the other one signed up through Jokabet self website and yes it was a different email

Thank you very much, thomasbrittania79, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you thomasbrittania79 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jokabet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help resolve this issue.

Thank you!

Hello!

Thank you for bringing this matter to our attention, and we sincerely appreciate your patience as we thoroughly review and address your concerns.

After careful investigation, we must inform you that your account was closed in accordance with Rule 12.1 of our Terms and Conditions. The decision was made as part of our strict anti-fraud policy, which employs advanced tools and techniques to ensure fair and secure gaming.

This policy covers a range of actions, including but not limited to:

• Participating in collusion with other players,
• Fraudulent activities against casinos or payment providers,
• Chargebacks or denial of legitimate payments,
• Operating multiple accounts,
• Exploiting software bugs or failures, and
• Using unethical strategies to bypass wagering requirements.

As outlined in our Terms and Conditions, the Company reserves the right to take these actions to maintain the integrity of our platform and ensure compliance with applicable regulations.

We understand this may be disappointing, but please know this decision was made following a detailed review. Should you require further clarification regarding this matter, feel free to reach out. We are committed to maintaining transparency while safeguarding the interests of all our players.

Thank you for your understanding.

Best Regards,

Jokabet Casino

Hi the prove is there that your company tricked me as when depositing there are to different names on my account which was charged and also my account was verified but because you didn’t want to pay out the money I have won you starting using rules you have for your site what about tricking and scamming by using different apps and different names which I have uploaded the prove off the two different your company names

Thank you for the update Jokabet Casino representative, would it be possible to provide me with evidence of the fraudulent activity? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance!

Hello!

After a thorough review of the account, we regret to inform you that the account was closed in accordance with our Terms and Conditions due to the presence of duplicate accounts. This constitutes a violation of our rules, as outlined in our policies, which are agreed to upon registration.

As a result of this violation, the winnings have been confiscated. However, as a gesture of goodwill, we have refunded all deposits made to the account. We believe this decision is a fair resolution on our part, even though the rules were not adhered to.

An email with the evidence was sent to the provided email.

We remain committed to ensuring a fair gaming environment for all players. If you have further questions or require additional clarification, please feel free to reach out to us.

Best Regards,

Jokabet Casino

Thank you for providing me with the evidence.

Dear thomasbrittania79, would it be possible to provide me with any screenshots or link to the game you have registered at? I would like to review it before I make a final decision so I would appreciate your help. Thank you in advance for your cooperation!

Dear Peter,

Sorry to bother you.

The response timer was set towards us and not the player, could you please change it, so she can reply?

Best Regards

Jokabet Casino

I apologize, I will set it for the player.

through an app called sweet bonanza

Thank you.

Dear Jokabet Casino representative, are you affiliated with this mobile game in any capacity? Thank you in advance!

Dear Peter,

We have an application for the casino but it's not called Sweet Bonanza, you can check it here in the link : https://jokabet.com/app

Best Regards,

Jokabet Casino

peter is the a possibility I can upload a video proving it is ? Or if I can send to you email ?

Dear thomasbrittania79, you can send a video to my email. (peter.c@casino.guru) Thank you in advance!

Hi Peter I have sent the email.

Thank you for providing me with the video thomasbrittania79.

Dear Jokabet Casino representative, I have forwarded you the video from the player and I would appreciate a clarification if this is the Jokabet app you spoke off. Thank you in advance!

Dear Peter,

Thank you for letting us know.

We have replied to your email, please check it.

Let us know if you need any further assistance.

Best Regards,

Jokabet Casino

Thank you for the update Jokabet Casino representative.

Dear thomasbrittania79, I wanted to investigate if it could be the case the multiple accounts were created due to a mistake after you used the app but I was provided with evidence of more than one duplicate account. We advise against such behaviour in the future as it can lead to similar situations. With that in mind, we believe the steps the casino has taken to be justified and we will subsequently reject your complaint. Thank you for your understanding!

Kind regards,

Peter