Jokabet Casino - Player's account was closed and winnings were confiscated.

Hi,

Back in February the casino closed my fully verified account and confiscated my balance without warning stating it was done by administrative decision. Every time I contacted live chat or email support they would not specify what I had done wrong.

I have repetitively contacted them to refund my confiscated balance of £3088.91 however nothing ever resulted from it as they said their decision was final

Thanks,

Ben

Dear BenTheBacker,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 

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

Hi,

I opened my account mid December last year, and had my account closed around the 20th March.

I made use of everything the casino offered, so that was sports and slots.

No the winnings were all from a series of deposits.

Thanks,

Ben

Thank you very much, BenTheBacker, 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.  

Great, thanks

Hello there,

Thank you BenTheBacker 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 were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

We regret to inform you that your account has been closed and funds have been confiscated as per our policy:

12.1. "The Company has a strict anti-fraud policy and utilises various anti-fraud tools and techniques. If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players; fraudulent actions against other online casinos or payment providers chargeback transactions with a credit card; or denial of some payments made; creating two or more accounts; other types of cheating; or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player; delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements; leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed; playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play; using strategies that take advantage of any software bug or failure."

We hope for your understanding.

Best regards,

Jokabet team.

Can you please be more specific?

Thank you for providing me with a clarification Jokabet Casino representative.

Dear BenTheBacker, I have received evidence of multiple chargebacks made from your account, this behaviour can result in blacklisting you in most of the casinos in the industry and I highly advise against such actions in the future. With that in mind, I won't be able to assist you further in this matter as the casino acted accordingly to the situation. Due to that reason, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.