Jokabet Casino - Player's refund request is delayed.

Hi i am in dispute with Jokabet over a refund which they agreed upon x firstly asked for numerous amounts off ID which was forwarded and agreed upon x still waiting on my refund nearly 2 months later now asking me to sign a disclaimer x I have send one over digital with my own hand written signature x now turned the goal post again saying i have to send it in paper copy signed and scanned x This I can’t do as stated to them numerous times I don’t have a computer or printer x in the uk I’m classed as a highly vulnerable person 2 on going illnesses many hospital admittances x This has lend to severe mental help issues x Any thing I say to them there not helpful at all x

Dear Idiotiam38,

Thank you very much for submitting this complaint. I’m sorry to hear about the difficulties you’re experiencing. To better understand your case, may I ask you a few questions?

Could you please forward me the email communication between you and the casino in which they confirmed a refund of your lost deposits? My email address is veronika.l@casino.guru.

Could you also specify the reason for requesting the refund of your deposits?

Lastly, is the paper with your handwritten signature the final document the casino requires to process your refund?

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

Morning Veronica thank you for your reply x I have send the email over dated 31/10/1959 x I asked for a refund after trying to withdraw £400 which they made so hard for me to do denying all verification every time x Received a phone call from my bank checked deposits all to different names with large fees x i had spent over 3000£ x And referring to the document every day the goal post is changed with them x may I state I had to play the 400£ out cos I couldn’t withdraw thank you x

Received another email off Jokabet again stating they want a paper copy with pen written signature and scanning and senting over as a PDF x I honestly can’t do this and as stated to them numerous times i don’t have the facilities to do this x all there emails come from a mailing address why is this x noted no Address or phone number thank you

Hi veronika I have emailed over to you were Jokabet a person named Atilla send me a message to say they was willing to accept the documents that I have provided x Adole x signed in writing x 10 minutes later changed the goal posts again saying only accept paper copy signature and scanned x how looking at Legal Aid x The site as no empathy or compassion just out to rob folk x

Thank you for your emails. I’ve reviewed the conversations you sent, and I see that your refund request was based on your ability to deposit and play at this casino, despite your registration with GAMSTOP. Please note that, as this casino is not licensed by the UK Gambling Commission, it does not have access to the GAMSTOP register of self-excluded persons. If you didn’t notify the casino of your gambling issues or GAMSTOP registration before making the deposits, the casino’s decision to refund the £800 could be seen as a goodwill gesture.

Without the casino's direct promise to refund, we wouldn’t be able to assist further without clear evidence that you requested self-exclusion from Jokabet Casino specifically due to gambling addiction.

It appears that the refund will only be processed after you sign the NDA agreement. The casino has requested that the signed document be sent back via email, not physical mail. Although you mentioned not having a printer at home, could you possibly visit a local shop that offers printing services? Alternatively, do you have any friends or family who could print the document for you? You could then physically sign it, scan or photograph the signed document, and send it to the casino support email.

Hi ty for ur reply x I had to pay some one to do the documents for me x I’ve send them over and email today said they are reviewing the refund x will update u once I get a reply off them x pls note it says in there terms and conditions doesn’t Expect players from uk but quite happily taken monies off folk and fees are unbelievable x

I explained to them in emails I have 2 illnesses which cause me a lot off problems health wise and I cudnt for fill every thing they was asking off me x I got a professional person to do the documents for me plus had to pay them x hopefully the ones I’ve send over are good enough x

I also sent over the agreement in photo copy and they wudnt accept that so had to pay a company to send me the documents x

Thank you for your help x all sorted x

Dear Idiotiam38,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

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 https://www.trustpilot.com/evaluate/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, 

Veronika

Casino.Guru