Jokabet Casino - Player's winnings have been confiscated.

Hi made a deposit 70 pounds and I recive a bonus 35 and I need to Wagner the bonus amaunt 35 x and after I finish to Wagner my balance drop from 3000 pounds to 433 . On the bonus screen was no mention the max win is 10x my bonus . A few days earlier I had the same bonus and I was able to cash out whit no problem. They have this type of bonus when they give free spin but o this occasion I track the bonus page and was no information about this max win will be 10 x … I try to communicate whit them via email but they apologise for the misunderstanding , was no misunderstanding from my side I’m not blind a check the policy bonus I leve the game page and I track the Wagner process more then 10 times and was no information I will get 10 x my bonus . 35 bonus Wagner 35x was 1225 , in my case my total balance was nearly 3000 after I finish Wagner and simple as that they left me whit 433 pounds . I read the bonus description many times definitely I was on the right path but they simply didn’t like I’m winning. I don’t know what to say I deposit in total more then 6000 pounds and was my turn to get half back they change the rule 🤔 I read all the feedback on internet and apparently they don’t have license for uk . I never experienced situations like this , I know what I read and for sure they change the rule for that bonus was just the criteria for Wagnering was a bonus from deposit not a bonus as cash back or free spin . I’m very disappointed ☹️ I attached some photos and last email from joka bet Thank you.

Dear cristianeduarddan,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found:

"3.25. Winnings from the bonus are restricted to a maximum of x10 the bonus amount."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards,

Dominika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi I see that section but when I was reading the bonus policy was just for non deposit max win for example when you recive 20 free spin and you play you have 5 pounds on your balance and max win from the free spin can be max 50 pounds . In this case for a deposit bonus I have to Wagner first my money and after the bonus money which I have to Wagner 35 x and that’s it …. So i was playing from the deposit money when I get first 286 big win … I didn’t touch the bonus , my balance didn’t drop under 35 pounds but anyway I Wagner the money I was tracking the screen for Wagnering and was no mentions after Wagnering 35 pound x35 which means 1225 I will get only 350 10 x bonus amonunt I think they switched between bonuses and find an excuse to don’t pay me … my balance was 30000 pounds and drop to 433 …I deposit more then 6000 pounds in Total and for sure they hide weary well that criteria for the bonus and for sure they didn’t informed me I read at that time more then 10 policy for that bonus and I didn’t find that cristeria for the bonus , when you play whit a non deposit bonus is saying on the same screen , page Wagner 35 x and max win is 10 x bonus … I don’t know what to say but they play me around whit this and offered only apologies from a mistake they did. I would like to know if they are regulated in the uk and if I have any chance to recover this win …. I play I Wagner the money and they transfer or made up this rule is inappropriate to Wagner 35 time the money and turn around and say max win is 10 x . I read and track the Wagner criteria to many times in that they when I was playing and for sure they hide this from my eyes

above that section 3.25 is another section and is saying ,, wagner30 or 35x the bonus amount and is not specified the max win can be only 10x bonus amount . In my case was a deposit and after deposit I recive 50% bonus so I had only Wagner 35x I track this on the bonus page they give as well the value I had to Wagner 1125 … that section is for bonus as cash back or free spin …. Was no mention the max win after Wagnering is 10 x in my case . Thank you

Dear cristianeduarddan, the maximum cashout restriction for bonuses is outlined in the general bonus terms and applies to all bonuses.

That section is for a non deposit bonus , for every bonus they have different rules in my case the rule was very clear just Wagner 35 x the information was correct because a few days early I play in the same condition whit bonus and I was able to cash out … I’m not happy I can’t let them go becouse I deposit double and my wining represent just half . I would like to know if they are regulated in the uk and make a official complaint, I what to share whit people all my email from jokabet and all my screen shot … apparently after I was checking the internet they are not regulated and they have to refund uk people… in my case I deposit double and I want just that win . Is not my fault they didn’t comunicate in my case the rule for that bonus , they put on the bonus screen just the Wagner criteria… 35 pound x 35 = 1225 . They didn’t show like other bonus for example when I play whit free spin ( Wagner x35 and max is … ) last time when I play whit free spin I was checking the bonus screen was saying Wagner 35 x and the max win potential is…. I think I was scammed here …. That’s the felling I have and I fell discouraged and disgusted…so I want to know what exactly I have to do next …