Jokabet Casino - Player's refund request has been denied.

I contacted the casino and informed them that I shouldn't of been able to access there website and deposit due to being signed up to gamban. I requested a refund of my deposits made just for this week. I sent over the proof they asked for that I was signed up for gamban and they instantly blocked me from their website. They replied via email saying they won't refund any deposits made and that I broke terms and conditions by playing from the U.K. I didnt use any vpn to access the website. I signed up with all correct information and sent over identification that stated I was from the U.K and it was accepted on there behalf. I also played in GBP. I dont feel I'm being unreasonable by asking for just a refund on 1 weeks deposits. The website isn't secure and anyone can access it.

Dear Sophie9884,

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

As per the Terms and Conditions, the casino operates under a Curacao license. Although we were unable to verify this information, it does not possess a valid UK license. Consequently, it lacks access to GAMSTOP or any other register valid for casinos licensed in the United Kingdom.

It's important to note that the casino could not have blocked you due to gambling issues before you informed them of your problem. Thus, we are unable to assist you in retrieving the deposits you lost before the casino became aware of your addiction.

Could you please advise if they blocked your account immediately after you requested to be self-excluded, or were you able to make deposits even after you wrote to the casino about your gambling issues?

Regarding restricted countries: Ideally, the casino should implement software limitations preventing players from restricted jurisdictions from accessing the website and playing. However, we do not handle cases where the casino accepts players from restricted countries, as long as they receive their rightful winnings. We would intervene in cases where the country is restricted, yet the player can still access the website, register with their true information, win, and the casino refuses to pay based on the restricted country.

I am looking forward to hearing from you.

Best regards

Veronika

Yes it got blocked whilst i was online chat. Ok so you can't help me. There is nothing on there website about not being able to use gamstop. And they let me deposit and play with GBP knowing I was from the U.K so they should rightfully refund that money.

I'm sorry, but since the casino doesn't have a license from the UK Gambling Commission, they were unaware of your gambling addiction until you informed them.

Unfortunately, we at Casino Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casino database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.

Unfortunately, in this case, we are not able to help you.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.