Jokabet Casino - Player’s winnings have been confiscated.

I have just written my complaint but as I tried to download my account proof I have lost it. I am 70yrs old and disabled and I normally enjoy my games on the bingo sites until I played on jokabet until I won between 2.500 and £3000 they have told me that they have paid me back into my playing account and that I have played it back. If I had that sort of money which I had won i wouldn't play it back in fact I was depositing off my debit card whilst waiting for my withdrawals. I have had every excuse told me that it's ridiculous. First they wanted proof of my debit card and my bank statement then it was that I had suspicious activity on my account then I was told that I had had my withdrawals I swear that I have not. I have been emailing them everyday since 22nd of June when I had my first win. I forgot to say that I had won on 22nd June twice and again on 23rd June and the 24th June i am at my wits end.

Dear clarkelorraine62,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Can you please send me the screenshot of your withdrawal history from your casino profile?

Am I correct in understanding that you requested a withdrawal, but it was rejected by the casino and the money was supposedly returned to your gaming account?

Have you made any new deposits while you were waiting for your withdrawal? If so, how much have you deposited?

Did you notice if the balance credited to your account amounted to just the amount you deposited?

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

Hi Veronica thank you so much for looking into my complaint i was beginning to feel i was on my own. I don't know how to send you my screen shots of my history.

Hi Veronica I have tried to upload my account proof but it keeps saying i have exceeded my number so please be patient with me whilst I try to send you as much information as I can. I did carry on making deposits from my bank card because I was under the impression that I had my winnings to come back to me. I believe it was 6x£25.1 screenshot is that of the day they verified my identity proof then I was told that I would receive my money.

Thank you for the screenshots. I see that you attempted to make several withdrawals of £500 but each of your attempts was cancelled by the casino. Did you notice that your balance increased by £500 after your withdrawal requests got canceled each time?

Please forward me all the email communication between you and the casino customer support as well as any other evidence that could be relevant to our investigation. My email address is veronika.l@casino.guru. Thank you.

I did say that I did reverse £200and £300 whilst I was waiting for my withdrawals I will try and send you all info that I have.

Thank you very much, clarkelorraine62, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you clarkelorraine62 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Jokabet Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

Thank you Peter i hope that you have better luck than had. I hope that you can see from the information I have sent you that at no time has my account with jokabet been anything at anytime have i had my winnings returned to me. Also you have proof of all of the excuses they used. Please i hope you can make this right for me. Xx

Hello, dear all!

We really appreciate you taking the time to let us know about this issue.

We have thoroughly reviewed your account and inform you that your withdrawals were rejected due to failed verification. The funds from cancelled withdrawals were automatically returned to your account. As we see in the system, all funds were returned and, unfortunately, lost. In order to check this, please open the Transaction history and Casino History sections.

We hope for your understanding.

Best regards,

Jokabet Team.

Hi Peter can you see the latest communication from jokabet they are saying that my withdrawals were returned to me but lost in the system?.

Dear clarkelorraine62, according to what the casino has explained the funds were returned to you and you lost them playing the games. The casino has also provided me with your transaction history where this is visible. I will request additional betting history to confirm this but if you played your funds to zero I won't be able to assist you further. Thank you for your understanding!

This is not true Peter the transactions only show that I tried to withdraw it interestingly enough each of my withdrawals were supposed to have been by bank transfer i hadn't given them any bank details until they asked for them to verify myself. Also why would I keep adding funds from my debit card if I had that money in my account. Also if what they are saying was true how could I possibly play and lose £2,500 in just a few minutes. They gave different excuses for my money not being there 1st verification 2nd strange activity on my account and 3rd that I had played it back i can prove these excuses they have given. Please please don't let them call me a liar i may be 70yrs old but I can tell when I have been scammed. Thank you so very much Peter.

Dear Peter i have been advised by jokabet to look into my transaction history i have looked in every deposit withdrawals accepted payments from my debit card and every aspect of my account there is Nothing that says that I had that money returned to me or any proof that I "played "with that money i am getting really upset about it now. My daughter has tried to help me out by looking up jokabet and apparently they've done this before to other people.

Dear clarkelorraine62,

We kindly ask you to check the casino history section, where you will see all your slot games. The last withdrawal that was rejected due to failed verification was on June 24, after which you continued to play with the funds that were returned. Then you made some more deposits, which were also lost on the site. Please set up filters for the necessary date and check all your actions.

Dear Peter, we will provide you the betting history as you requested. Thank you for collaboration.

Best regards,

Jokabet Team.

Dear clarkelorraine62, the casino has provided me with your transaction and betting history as well and it is clear that the funds were used to play and lost. Unfortunately in this case we are unable to assist further and will subsequently reject your complaint. 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.

Kind regards,

Peter