Jokabet Casino - Player's self-exclusion request is ignored.

On 22nd January I wrote to Jokabet asking them to self-exclude me from their website. I followed the process advised on their website under the responsible gambling section. However, they failed to act on this and did not self-exclude me. Since then they have continued to allow me to deposit. On 28th January I complained to the company and again asked for my account to be excluded, since then I have written another two times but they have not responded and have continued to allow me to deposit.

I wish my account to be excluded as soon as possible and believe all deposits since 22nd January should be refunded.

Dear Gaul2b,

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

• Could you please advise if you tried contacting the live chat when your first request for self-exclusion wasn't acknowledged?

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Jokabet Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@jokabet.com (you can CC me at petronela.k@casino.guru in the copy) and keep me informed about any further developments. If there is any option for an alternative contact such as live chat or WhatsApp, please try that too and save screenshots of the relevant communication.

Thank you in advance.

Best regards,

Petronela

Hi thanks for response.

I emailed as that is specifically what it advised in its responsible gambling advice. Please see attached.

I did try live chat but it was taking an excessive amount of time and again I recieved a message to email and it will be processed withon 24 hours - I have screenshot of this but on my other computer will add later.

My request was on 22nd January next deposit was 26th so I believe that was plenty of time for them to action. To date I have still recieved no reply.

I will email again and CC you in.

Emails from the player:

Hi Gaul2b,

I can see that you stated the reason for having your account blocked for the first time on Feb 3rd.

• Could you please advise if your account was blocked already?

Thank you.

Hi.

My account was not blocked and is still not blocked and I have received no reply from Feb 3rd. I followed the guidance on their responisble gambling section on their website. It not say that you needed to state a reason.

I'm sorry for the late reply. Thank you very much, Gaul2b, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Gaul2b,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Dear Gaul2b,

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you’ve experienced.

Your request is reviewed by the relevant department and we give you a response as soon as possible.

Best regards,

Jokabet Team.

Hello

We kindly ask you for extension of timer

Best regards,

Jokabet Team

Dear Gaul2b,

We have examined your case and inform you that we have proceeded to refund your deposits made after your request to close your gaming account. Today we processed the refund, it must arrive within 5 banking days.

If you still have questions, don't hesitate to contact us.

Best regards,

Jokabet Team.

Dear Gaul2b,

please, could you confirm?

Hi,

Yes I have received refund and account is now closed. Many thanks for your assistance.

Dear Gaul2b,

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Gaul2b, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards, Jozef