Jokabet Casino - Player's winnings have been confiscated by the casino.

Hi I was given Free spins on my account I read through the terms and conditions and it said max win free spins is £300 which I was happy I understood I then used the free spins and made £20.50 I then decided to wager that £20.50 and then made £12,000 I then saw all of a sudden all the money had been taken from my account and was told the max I could win was £300 from free spins that money was never won from the free spins and I feel I’m entitled to that money

Dear jlewis1911,

Thank you very much for submitting your complaint. I'm sorry to hear about the problem you encountered with your gaming experience at the online casino.

To better understand the situation and assist you effectively, could you please provide us with some additional details?

• Could you kindly let us know if your bonus balance converted into real money balance while you were playing?
• Additionally, were your winnings capped or reduced at any point during the game session aside from the end?

If you have any relevant communication or documentation related to this issue, please feel free to forward it along with your game history to petronela.k@casino.guru.

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,

Petronela

My bonus converted into real money at the end and no the winnings were no capped or reduced during play

Hi jlewis1911,

If your active balance was never capped or transferred to a real money balance until the end of the game, it indicates that you were playing the entire time with Free Spins, and the maximum cashout was correctly implemented.

• Could you please confirm if you were able to track the progress of your bonus wagering while playing with any promotional offer?

Thank you.

Dear jlewis1911,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.