Jokabet Casino - Player’s refund is being delayed by the casino.

English 󾓪

SIMON 08:32:03 pm

Please, describe your question here ⤵️

I recommend using simple phrases or sentences, like "How can I verify my

account?", or "How do I cancel a bonus?" ✍️

[name hidden by Casino Guru] 08:32:17 pm

Can I play here from uk

SIMON 08:32:20 pm

I'll transfer you to our Support Team. They’ll be able to provide the best

solution 😇

Meanwhile, please, provide more details for your question here ⤵️

If you have a screenshot, please, feel free to attach it as well. This will speed

up the process significantly🙏

You were transferred to Flavia 08:32:26 pm

Flavia 08:32:34 pm

#laienbg

Hi, I'm Flavia 🤝

How can I help you?

[name hidden by Casino Guru] 08:33:18 pm

Can uk 󾓪 people play here

Flavia 08:34:03 pm

Yes, we are regulated and authorized, licensed by security throughout your

country, you can play 🤗

[name hidden by Casino Guru] 08:34:40 pm

Okay brilliant I'm not barred or anything then

Didn't want to play and find out I couldn't play 🤗

Flavia 08:36:15 pm

ok I understand but you can play free here

[name hidden by Casino Guru] 08:36:32 pm

Brilliant thank you

They encourage me to gamble with my vulnerabilities and I made a complaint they said on 20th December they would return my money

I've made contact plenty of times email ignored and they keep telling me in chat it's being sorted then sent out an email which I will attach asking for all my details to return the money

I sent information back 20th December 2023

Dear tezzad44,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Jokabet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what vulnerabilities you mean? Have you requested to be self-excluded from this casino due to gambling problems?

Please note that this casino holds a license from Curacao and is not regulated by the UK Gambling Commission.

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

Dear [name hidden by Casino Guru]!

Please provide the following credentials so that we can process the refund of the deposited amount:

Bank name -

Bank address -

IBAN -

SWIFT (or BIC) -

Your full name -

Your full country -

Your full address -

Best regards,

Jokabet Risk and Payments Team

This was returned 20th December 2023

My situation is that I.suffer with mental health the casino have seen my records and they sent that email regarding for Me to fill it in then they would send money back to me because there chat host had told a pack of lies has you can see in the above information

Do I understand correctly that you informed the casino of your health problems before December 20? Could you please forward me the email you sent to the casino? My email address is veronika.l@casino.guru. Thank you.

Hi please check your email I've forwarded the information.

Kind regards

Mr Terence D.

Hello!

On our part, the refund has been carried out. We kindly ask you to contact your bank and clarify all the details of the receipt of funds. Only after that, contact us. We appreciate your cooperation!

Best Regards,

Melody,

Casino Support Team

Previous messages:

Ben wrote:

Hello,

Apologies for the delay, as we are experiencing higher traffic than usual.

Our respective team is still working on your request, however, we've raised the

urgency as much as possible in order to expedite your query. We will follow up

with updates as soon as possible.

Thank you for your patience and understanding.

Best regards,

Ben

JokaBet Support Team

Wed, 11/2

They sent this to my email on Wednesday saying they had refunded me however I've checked with the bank and nothing has been credited to my account. They are asking for a bank statement for 29th of January. When they told me they sent payment in February I feel like they are messing me around and have no intentions of returning my money lies after lies

Thank you for your emails.

Have you received any information about the exact date the casino sent you the refund?

They said it was 29th of January after checking my account and sending bank statements to them they are doing everything deliberately to not return my money I sent an bank statement from 29th January 2024 right up to date 9th February 2024 nothing was showing for 29th the bank have advised that if they have no intentions of returning my money they will set up a fraud case

Thank you very much, tezzad44, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.

Dear tezzad44

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

Has provided in your email the incorrect iban number I used was the one on Halifax website they said it would of bonced back the correct one is on my statement they said you need to recall payment from the picture showing the information you made payment to

Has you can see from the above on the Halifax website I got confused and given you the incorrect iban number and bic however Halifax bank said it would bounce back has its there credit card payments services. So all you need to do is refund my money to the iban and bic on my statement showing above

They are making every excuse possible not to return my refund 1 week on and still not receive the money oh well going to keep going into live chat 24hrs none stop I've had enough now you have the money I know this halfix have confirmed this my evidence is all here to prove

Dear Jokabet Casino team,

please, could you react?

Hi they have said they refunded my deposit back to the wrong iban number and bic number I. Given them however what they fail to realise the details are Halifax bank details so if they had the bank would know. I've sent them my bank statement etc they have no interest of returning my money I've been on trust pilot and the amount of people who they have not returned money to maybe someone with higher authority can get the site investigated.

Hi, dear tezzad44,

We apologize for the long wait for a response. We have transferred the request to the finance department to clarify the situation and be able to re-credit the refund to another bank account. As soon as there is any update, we will contact you.

Best regards,

Jokabet Team.

Still waiting for my refund???????

Dear Jokabet Casino team,

thank you very much for your cooperation. Please, is there any update or do you need more time?

Hi there, tezzad44!

We are sorry about the delay and any inconvenience caused.

We inform you that we already processed your refund, it should be credited within 5 working days.

Thank you for your patience with us during this process!

Best regards,

Jokabet Team.

I can confirm my refund has been made many thanks for the support provided I appreciate your professionalism in trying to sort this out thanks once again

Dear tezzad44,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, tezzad44, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef