The player from the United Kingdom had experienced withdrawal issues from a casino that seemingly didn't accept UK players. After winning nearly 18k, verification of the player's account had taken a week, only to be rejected and closed with the winnings still undelivered. The player claimed he did not use any VPN or IP-masking software and the account closure was due to his location in the UK. After our intervention, the player reported that payment had been received. However, without further confirmation from the player that the situation was indeed resolved, we had to reject the complaint. The player could reopen this complaint anytime if needed.
Jokabet Casino - Player's account was closed after a large win.
Amount: £17,900
Jokabet Casino
Safety Index:HighSafety Index
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8.5
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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8 months ago
Apparently this casino does not accept players from the UK. After I won nearly 18k when it came to withdrawal it became an impossible task. Took me nearly a week to verify my account and after having my proof of ownership rejected (you tell me why) they decided to close my account. I am now awaiting my winnings from the casino but with no witbdrawal timeframe I am feeling hopeless. After speaking to the bank they have stated this website sounds like a scam and I am unsure how to proceed
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8 months ago
Dear L1994,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Jokabet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you received any message from the casino stating that players from the UK are forbidden to use the website?
Could you please advise if you used any VPN or IP-masking software to access the casino site?
Has the casino given you any reason why your account has been closed?
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
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8 months ago
Have you received any message from the casino stating that players from the UK are forbidden to use the website?
As I was trying to finalise the verification process (this became ridiculous almost like they didn’t want to completely verify my account) they closed my account and stated UK players were not permitted to play
Could you please advise if you used any VPN or IP-masking software to access the casino site?
no I did not
Has the casino given you any reason why your account has been closed?
due to being from the UK
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8 months ago
Thank you very much, L1994, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.
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8 months ago
Hello L1994,
Can you please confirm you have received payment of the disputed amount in full? Is the matter now resolved?
Kind regards,
Adam
