Jokabet Casino - Player's refund is delayed due to ID issues.

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.

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

Hi Tomas,

I have sent you an email.

Kind Regards,

Maf97

Thank you very much, Maf97, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hi Tomas,

Thank you for the update; I really appreciate it.

I look forward to hearing from Michal.

Kind Regards,

Maf97

Hello Maf97,

I'm Michal, and I have taken over your complaint. I have reviewed your case and while I can agree with you that casinos should not allow players from restricted countries to create accounts and deposit their funds, and we are actively advocating for this change across all casinos. However, it's important to note that this hasn't yet become a universal standard within the industry. Therefore, it remains the player's responsibility to carefully read and comprehend the terms and conditions of each casino before creating an account. Another thing that needs to be mentioned, it is quite common for every player to pass verification before any transaction is processed from the casino. I trust you have been informed about the casino's refund policy, if not you can check that in the casino's terms and conditions under section 13. Refund Policy. Additionally, The casino may also require a range of documents to effectively complete the verification process. With all this being said, I will contact the casino to see if I can help.

We would like to invite Jokabet Casino to join the conversation.

Dear Jokabet Casino,

Can you please provide an explanation as to why the player CitizenCard was deemed insufficient for the verification? What additional documents are necessary to complete the verification process and facilitate the refund to the player?

Hello!

Dear MAF97,

After carefully reviewing your communications with our team, we noticed that the CitizenCard has not yet been submitted, although you have mentioned it several times.

Could you kindly upload the CitizenCard at your earliest convenience so we can proceed with the review?

Thank you for your cooperation.

Best Regards,

Jokabet Team

Hi Jokabet Casino,

I have emailed in my CitizenCard.

Kind Regards,

Maf97

Hi Jokabet Casino,

Refund details have been sent via email.

I have also emailed my most recent bank statement in PDF format as requested.

Kindly process the refund of £485 as soon as possible. Thank you.

Kind regards,

Maf97

Hi Jokabet Casino,

Thank you for fulfilling my request and processing the refund swiftly. I appreciate it; however, the refund was only for £470.24 instead of £485. Could you please confirm why the full amount of £485 wasn’t credited as agreed?

Kind regards,

Maf97

Dear MAF97,

We’re sorry for the inconvenience you're currently facing. To help us resolve the issue as quickly as possible, we kindly request that you provide a bank statement covering the period from 20/10 until today. Please ensure that the statement includes your name, bank account number, and a clear list of all transactions.

Once we receive this document, we will be able to proceed with your request and work towards a resolution.

Thank you for your understanding, and we appreciate your cooperation.

Best Regards,

Jokabet Team

Hi Jokabet Casino,

My latest bank statement was issued on the 15/10 for the period of 08/10 - 14/10, so I do not currently have a more recent statement available. However, I have emailed you a PDF document showing the paid in transaction, which contains the requested information.

Kind regards,

Maf97

Hi Michal,

Jokabet Casino have requested a bank statement from the 20/10 up until present. They have advised that it must include the following: full name, bank account number, and a clear list of transactions. However, I cannot provide them with this as I have just recently received a bank statement and will not receive another one for about 2 - 4 weeks.

Alternatively, I emailed them a PDF document that was sent directly from my bank showing details of the refund being paid in. This document is dated from the 21/10, which is when the refund was credited to the account. It also shows my full name, full address, account number and sort code. However, they are adamant that they need a bank statement and have rejected the PDF document, which I believe is sufficient.

I would like to understand why the refund was not the agreed amount of £485, as I only received £470.28. I want to resolve this matter as quickly as possible and not let it drag on any longer.

Kind regards,

Maf97

Dear Jokabet Team,  

I would appreciate your clarification regarding the necessity of obtaining an additional bank statement from the player. Furthermore, could you please provide insight into the discrepancy observed in the refund amount?

Dear all,

We apologize for the delayed response and any inconvenience caused. It seems there was a misunderstanding during the processing of your refund. Please note that the last statement provided has been accepted.

We have now corrected the issue and will create a new refund request. The remaining amount will be sent to MAF97 shortly.

Thank you for your patience, and please feel free to reach out if you have any further questions.

Best Regards,

Jokabet Team

Hi Jokabet Casino,

I can confirm that I received your email yesterday, stating that the refund process is underway and the missing amount will be credited to my account shortly.

Thank you.

Kind regards,

Maf97

Dear Jokabet Team,

Thank you for handling the situation appropriately.

Dear Maf97,

I am glad this situation was successfully addressed. Please let me know once you receive the remaining funds so that I can proceed to close this case as resolved.

Hi Michal,

I wanted to provide an update on this, as the timer shows I have just under 3 days left to respond.

I am still waiting for the missing funds to be credited to my bank account. However, Jokabet informed me on 25/10 that it could take up to 7 days for the funds to appear, so hopefully they will be credited soon.

Kind regards,

Maf97

Hi Michal,

I have received the missing funds; however, there was a shortfall of 15p, which I am not bothered about. Therefore, I am happy to close this complaint now. Thank you for all your help and support with this.

I also want to express my gratitude to Jokabet for providing excellent customer service and managing the situation so well.

Thank you again.

Kind regards,

Maf97

Great news, Maf97. I'm glad you received the refund successfully.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru