The player from the United Kingdom had deposited and wagered £2166.45 on a casino that he later discovered did not accept players from his region. He had requested a refund and provided the necessary banking information. However, the Complaints Team had clarified that they only assisted players whose funds or winnings were confiscated due to being from a restricted country, which was not the case here. The player had been given an extended period to respond, but he failed to do so. Consequently, we could not investigate further and had to reject the complaint.
Jokabet Casino - Player’s refund request pending.
Amount: £2,166
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 closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
Public
Public
10 months ago
On December 28, on an already registered account I deposited and wagered £2166.45. I was already registered under GamCare. However, days later, I found through a live chat that the casino does not accept players from the United Kingdom. I have contacted the casino and asked if they would refund the £2166.45. They have opened a 'case' and is still open, they've asked for my IBAN number and banking provider but have not officially communicated formally that I will be refunded.
If you try and open an account on Jokabet now, it will say you're not allowed as you'd be a UK player.
Public
Public
10 months ago
Dear C1bj,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.
Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here, but correct me if I am wrong, please.
Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. Thank you for understanding.
Best regards,
Kristina
