The player from the United Kingdom had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hadn't been received yet. The Complaints Team had advised the player that it was common for withdrawals to take some time due to processing, possible KYC verification, or a high volume of withdrawal requests. The team had advised patience and full cooperation with the casino. The player later confirmed that the payout was received, but not in GBP, resulting in a conversion fee. The Complaints Team clarified that transaction and currency exchange fees were usually beyond the control of the casino and marked the complaint as resolved.
Jokabet Casino - Player’s winnings haven’t been received yet.
Amount: £500
Jokabet Casino
Safety Index:HighSafety Index
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8.5
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Hi
i have tried withdrawing the funds 5 times through two different methods. They just keep advising there is a technical glitch with no timeframe of when it will be fixed.
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7 months ago
Dear Pipey1983,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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7 months ago
They have now paid this out but not in gbp meaning I had to pay a conversion rate
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7 months ago
Dear Pipey1983,
Unfortunately, transaction fees and currency exchange fees are usually out of casinos' hands and if the payment provider charges them, there is nothing we can do. Nonetheless, I'm glad to hear that your withdrawal has been processed successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
