Jokabet Casino - Player's deposits are not credited to account.

4/11/23 paid by applepay. Didn’t get credited. The payment says KEYK. I have disputed it and they say it’s not one of their payment providers which is a lie as the other deposits were the same and went to them. This was for. £31.29. Then on 22/12/23 bank transfer of £20.29 which goes through their payment partner Transop was not credited. They keep saying they are looking into it but they aren’t. Too long now. They say wait 2 days to process then contact us we will sort it, then they say wait another day. Then I’ve looked on here and in internet and they aren’t even allowed to take payments from uk players. This is a total scam and I’ve put in a lot of money. They raised my withdrawal minimum from£50 to £100 which I didn’t even know about. Impossible.

Dear amlstrachan,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposits have never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Could you please advise if they were your first deposits in this casino?
• Have you contacted your payment provider? Ideally, they should be part of the investigation.

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

Best regards,

Petronela 

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.

It’s not the first deposit, no. And yes, I have contacted the bank

thanks

Hi amlstrachan,

Kindly provide your bank statements that display both transactions. These statements should be dated from the day of the deposit until the present, demonstrating that the money left your account and has not been refunded. My email address is petronela.k@casino.guru.

Thank you.

Dear amlstrachan,

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.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.