Jokabet Casino - Player’s refund is delayed and unsatisfactory.

Thank you for your response, I understand your casino wants to have mutual respect and an ethical approach and this is something I greatly respect and appreciate and know others do too. I also know you would want a consistent approach and take on things. I am not the first to have come across this issue, it seems. Please see Figure 1 - (Casino Guru Review): a fellow Jokabet casino user felt very similar to how I do now and faced the same issues and your response to them was a full amount of their deposits refunded not 20%. Figure 2 clearly states Uk players are blacklisted, I provided a UK drivers licence and phone number yet was still allowed to play on your site. 

May I reiterate the point made in his review about illegally taking money from vulnerable customers and where card payments are made using incorrect merchant codes to avoid being recognized by financial institutions.

Figure 1:

Figure 2:

This was the email I sent them and while many others I received full refunds for facing the exact same problem so far they have only offered 20%.

Dear malachicoote,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing.

Please understand that, according to our company policy, we are unable to assist in cases where a player from a restricted jurisdiction successfully registered, deposited funds, and lost them during regular gameplay. We only handle complaints where a player from a restricted jurisdiction was allowed to register, deposit, and play, but upon winning and attempting to withdraw their winnings, the casino blocked the account and confiscated the funds due to the player’s location.

If the primary basis for your request is that the casino should not have allowed you to register and deposit funds, I regret to inform you that we cannot persuade the casino to refund the full amount you deposited and lost. Ultimately, it is at the casino’s discretion to decide whether to issue a refund—either in full, in part, or not at all.

Thank you for your understanding, and please don’t hesitate to reach out if you have any further questions or if there is something I might have overlooked.

Best regards

Veronika

Dear malachicoote,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.