The player from the United Kingdom has a refund of £485 agreed upon since July 9th but is facing issues due to identification verification. Although the casino requires ID for the refund, they are refusing to accept the CitizenCard.
Jokabet Casino - Player's refund is delayed due to ID issues.
Amount: £485
Jokabet Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case opened
Current status
Waiting for Casino Guru to reply
5d 15h 40m 22s
Case summary
11 hours ago
Public
Public
2 days ago
A refund of £485 was agreed on the 9th July. However, I have been informed that I need to provide my ID to receive the refund. Ideally, they should have conducted verification before I made any deposits. They are now refusing the ID I want to provide, even though they listed it as an acceptable form of identification (proof of age). The ID I wish to provide is a CitizenCard. A CitizenCard displays my full legal name, date of birth, photograph, and a unique 16-digit CitizenCard number. This should be sufficient for identification, as that is its purpose.
Public
Public
yesterday
Dear Maf97,
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.
- Do I understand correctly you already submitted a photo of your CitizenCard, but the document wasn't accepted?
- Could you please share the proof of the refund being promised in your situation?
- My email is tomas@casino.guru
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
Casino Guru is examining the case
