Jokabet Casino - Player's account has been closed after withdrawal attempt.

Okay so I signed up to casino "jokabet" months ago due to me entering gamstop a few months before signing up here. So I looked for "non gamstop UK casinos" and jokabet was one I kept seeing pop up and advertising to uk players.

I signed up to this casino site and got myself verified very quickly with ID and selfie check. I made many deposits over a few weeks to this casino totalling £1,779.

when it came to making a withdrawal request I submitted this and after a few days it was rejected by the casino site and I tried again to make a withdrawal request and they denied it again but this time closed my account for their reasoning "player is playing from a restricted country". Now this obviously left me very confused so I contacted them and they told me Uk players are not allowed to deposit or play real money on their site. Even though I had been playing for weeks and made multiple deposits from a uk bank and verified myself with a UK ID.

its funny how they only flagged Uk players being restricted when it came to withdrawing funds but they don’t care at all if you’re depositing from the Uk. They are an absolutely disgusting company who advertises to UK players as they know no one checks t&c’s before playing so they allow deposits by close your account upon withdrawing.

I have spoke to them regarding their terms specifically saying "UK is a restricted country and players cannot deposit or play real money from the Uk" yet I was allowed to do so for so long.

I am requesting the full refund before I take this to the relevant gambling authorities/licensing and general authorities.

Dear Vkieranc,

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. 

• Do I understand your winnings of 2000€ were confiscated due to you being from a restricted country?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Is there any proof regarding the verification status of your account? Which documents have you provided for verification of your account?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

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.