Jokabet Casino - Player's account has been closed without reason.

I was requested for proof of address and selfie with my ID. And I uploaded both documents and they were sucessfully verified and my account was fully verified. They I tried to go to withdraw section and I found out my account is suspended for no reason at all. I then tried to contact support via mail multiple times without success.Like 2 days after when I tried to log in account It was said account disabled.

Dear wurwu077,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if you tried contacting customer support via live chat?

How long did it take for your proof of address and selfie with your ID to be verified?

Have you made any successful withdrawals from this casino before?

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Could you please specify if you tried contacting customer support via live chat? I tried to contact them via mail becouse on live chat there is just a bot and when I ask bot for agent they told me to describe the problem and that bot will pass massage.

How long did it take for your proof of address and selfie with your ID to be verified? Like one day.

Have you made any successful withdrawals from this casino before? Yes

What types of games did you play? Were they slots, live casino games, or did you make bets on sports?

Live casino games and sport betting

Thank you very much, wurwu077, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you wurwu077 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 suspended and what can we do to help resolve this issue.

Thank you!

Dear all,

Thank you for bringing this matter to our attention.

We are committed to resolving this situation in a way that benefits both parties. After careful review, we’d like to inform you that the account was closed as an administrative decision, per our internal policies. To proceed with refunding your balance, we have sent an email requesting your cryptocurrency wallet credentials.

Please reply to that email with the necessary details at your earliest convenience, and we’ll ensure that the refund is processed as soon as possible.

Thank you for your understanding, and please feel free to reach out if you have any further questions.

Best Regards,

Jokabet Casino

Hello,

Thank you for the provided information.

We want to inform you that the refund has been processed from our side and the funds should reach your bank account in up to 7 business days.

Thank you for your understanding and patience.

Best Regards,

Jokabet Casino

Thank you very much for the update Jokabet Casino representative.

Dear wurwu077, we will keep this complaint open until you confirm your refund has been received. Please keep me informed about any further developments.

I received refound

Dear wurwu077,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter