Jokabet Casino - Player's approved refund is delayed.

Hi iv been waiting over 10weeks for a refund as they let me play and deposit and I’m from the uk the told me my refund was approved and and been send to the finance department to be processed they I got my email and live chat won’t answer any of questions I feel total lost and don’t no what to do plz help iv done all they asked of me and more

Dear j69xxvf4n4,

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 share the communication with the casino where the refund was requested and approved due to the reason you specified? 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

Thank you very much, j69xxvf4n4, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 j69xxvf4n4,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Jokabet Casino,

Could you possibly provide additional information regarding the delayed refund and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Hello, dear all.

j69xxvf4n4, Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

We have checked your request and are pleased to inform you that the refund was successfully paid on April 4th. You should receive your funds to your account as soon as possible.

If you have any other question, please let us know.

Best regards,

Jokabet Team.

Dear j69xxvf4n4,

Please let us know when you receive your funds so we can mark this complaint in our system as resolved.

Still not received my funds

Greetings,

The refund has been successfully paid on our end. If you have not received it, you can contact us by email support@jokabet.com with your April bank statement ***2433 in PDF format and we will check the issue with our finance team.

Please, put "CasinoGuru" in the subject of your message. Thank you.

Best regards,

Jokabet Team.

well as you can see on my bank statement that I have not received any refund so must be a problem at your end some were

As you can see the statement was generated today 11th April it only goes to the 3rd as no more payments or purchases after the 3rd April to show as nothing has gone in or out since the 3rd

Dear j69xxvf4n4,

How is the situation looking on your end? Did you receive your funds or do we need to look into this issue further?

Dear j69xxvf4n4,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No iv not received it and they say I have to contact my bank I sent them the bank statement to proof it and still nothing they are scammers

Dear Jokabet Casino,

Could you give us an update regarding this situation? Did you receive the bank statement from the player?

Hello, dear all!

We received your bank statement, however due to technical issues, the refund may not be credited to the bank account you provided. We contacted you via email and asked you to provide alternative details for making a withdrawal.

We are sincerely sorry for the inconvenience and delay.

We hope for your understanding.

Best regards,

Jokabet Team.

Hi I’m just so sick of the lies and failed promises you have given me and now you admit you have not sent it or sent it in error the stress and anxiety you have caused me through this ordeal has been unacceptable I just want my refund so I can end this so plz just send me my refund by Friday the 26th I’m sure now you have my bank datails you can get this matter sorted as a high priority so plz just send me it and finish this

I will accept your apology if you can just do the right thing no more lies and just send me my money I will report back here once my refund has been received I hope I get it soon and not another 16 weeks of waiting I mean you have my bank details So you should be able to do it in the next 72 hours I no that what you claim on your website 72 refund times

Hi I have sent over my other bank detail and address this morning let see if they need any thing else wouldn’t surprise me if they needed some thing else nothing is ever strait forward with these guys let’s see if I get my refund after 17 weeks of waiting fingers crossed ????

Hi iv not heard anything back from them since I sent my bank details off even thought iv emails 4 times asking if it’s all ok and when will it be processed same old no reply I just hope they sort it out asap it’s took forever come on jokabet sort it out 🤦🏻‍♂️

Greetings!

Thank you for sending us the necessary details.

Your request has been already sent to our finance department, that will process the refund as soon as possible.

We hope for your understanding.

Best regards,

Jokabet Team.

Thank you, Jokabet Casino for the update.

Dear j69xxvf4n4,

Please let us know here in the thread when you receive your funds so we can close this complaint in our system as resolved. We will be waiting to hear from you.

Hi yea I’ll let you no if I get my funds thanks

Hi good morning still no refund as yet 😕

Hi michal still nothing I’m totally sick right now sent 10 email and not had a single reply last time we talked said I. Need to be patient and their are working on the request I they just don’t get iv been waiting over 16 weeks for it and and just get the same response every time it’s making me ill I’m already in pretty bad health at the min and the extra stress form this is making me worse and I feel I’m fight a losing battle because that’s what it has been iv ask them to process my payment I mean how hard can it be to send money it literally take i2 mins and done everything they have asked of me to just keep me hanging in the dark all the time iv explained my situation im going through and no compassion at all from them I just want this to end so if you see this jokabet just send me my refund plz its making me ill and i cant take it any more it has to stop its been to long and has consumed my life and im sick of it now plz send me my money i want nothing more than to close this case i just wished they felt the same and sorted it out as 16 weeks is absolutely shocking how can they get away with treating people like that plz sort it out jokabet im sick to death of it now lets end this today because iv had enough i really have and at least have the courtesy to reply to my emails as i can see you have open them and just ignore them 😡 if you were sincerely sorry for the inconvenience and delay like you said and stress you have put me through you would of made this situation a top priority but you haven’t and I just keep getting the same old reply’s but it just repeats it self over and over and over again how hard can it be to just get it refunded to me why has it took all this time I just don’t understand it at all if you really wanted to do it make a little effort into it and sort this matter out today instead of dragging your heels and getting no were I’ll be more than happy and will really appreciate it if you put some effort in to and and speed it up like you said you would so please iv ask you nicely million time PROCESS MY REFUND TODAY AND MAKE SURE ITS £1900 pounds English and not 1900 euros KIND REGARDS CRAIG

🙏🤦🏻‍♂️

Hi Michal please can you ask the jokabet representative to comment on what’s happening plz 4 days ago they said they sent it over to be processed so why have I not received it yet this was sent two day ms ago saying the are still working on my request I mean what is there to work on it’s a simple bank transfer here is what they said in the last email to me they just keep saying the same thing to me for 16 weeks this need to stop and they just need to send me my money do you not agree michal as if they can’t process a payment in 4 days never mind the other 16weeks of waiting I just want it to stop now it’s driving me mad 😡 please jokabet just send me my money PLEASE

jokabet email to me

Hello.

We would like to inform you that we are still working on your request, we need a little more time, we apologize for the delay.

As soon as there are any updates we will inform you. We hope for your understanding.

Best regards,

Jokabet Team.

Dear j69xxvf4n4,

I understand your frustration and I am really sorry you have to go through all of this.

Dear Jokabet Casino,

Could you give us an update on the situation, and perhaps a solid date when exactly the player can expect his refund?

Hello!

Your request has been forwarded to our financial department, the refund will be processed as soon as possible.

We will notify you when the refund is processed.

We hope for your understanding.

Best regards,

Jokabet Team.

I expected nothing more of a Reply it’s all I hear 🤦🏻‍♂️

Dear j69xxvf4n4,

I have been informed by the casino outside of this thread that your refund has been processed. Please, when you get your refund, let us know here.

Dear j69xxvf4n4,

We are glad to inform you that your refund was successfully paid. Please note that all this time you have been in contact with our specialists, who, based on your words, investigated the problem. On April 11, you contacted us specifying the missing amount, after which your request was submitted for detailed verification and today we processed a refund in the amount you specified, 1634 GBP or 1,901.88 EUR.

We hope for your understanding.

Best regards,

Jokabet Team.

Hi yes I received my refund only took 16 weeks but we got there many thanks the case can be closed now end of the matter

Dear j69xxvf4n4,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal V, Casino.Guru