Jokabet Casino - Player’s withdrawal has been delayed due to incorrect banking credentials.

I submitted a withdrawal request on 12 April 2024 and i still have not received the payment due to the wrong IBAN and other banking credentials that Jokabet has used. I have already provided Jokabet with all the correct credentials including IBAN that they should be using, together with the email from my bank, Cashplus that advised Jokabet to recall the payment made and reissue it with the correct credentials. However, the casino refused to do so and blamed me for providing the incorrect IBAN and the only respond i received from them is that the payment has already been processed on 12 April 2024. The casino is intentionally delaying my payment and refuse to communicate logically. I am loosing hope as there is no other way i can try to get my money back. Furthermore, the casino do not have a customer service number that i can call and discuss the problems. 

For your information, unlike all my previous withdrawals, this time i only have the option of bank transfer or crypto, albeit i made all my deposits with my master card.  When filling out the withdrawal form after choosing bank transfer as the withdrawal method, i only have the option to enter the account number and sort code of my UK bank account, which i have entered correctly. The casino then used some online IBAN generator to obtain the credentials required to proceed with the payment and they have got the beneficiary names, IBAN, swift code, transfer reference… all incorrect and the payment would not have left the sender account as none of the credential match with anything nor exist.

I am a fully verified member of Jokabet since October 2023 and has made the first successful withdrawal on 13 Oct 2023, follows by numerous other successful withdrawals since then until now.

Please can you help and advise accordingly? Many thanks.

note:

Please note that my first name is S**** and surname is L******. I have yet to find a way to correct these details in my Casinoguru account.

Hello Longartsupat148,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Jokabet Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if the account where the money was sent is an existing one and if there is way to find out who owns that account? When was the last time you contacted the casino regarding this matter and what was their response?

Please note that if the mistake was on your side and the money has already been paid out, it is not the casino's fault and they are not obligate to refund anything as they did they part.

Looking forward to your answer.

Regards,

Nick

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Nick,

Many thanks for your prompt response.

Please find my responses to your questions below:

Q: Could you please advise if the account where the money was sent is an existing one and if there is way to find out who owns that account?

My bank have confirmed that the IBAN and other credentials that the casino has used were obtained from some IBAN generator which do not exist, therefore the money could not have been sent to any account.

Q:When was the last time you contacted the casino regarding this matter and what was their response?

Earlier today, the casino have finally agreed to proceed with my request to reissue the payment and have asked me to provide an official document from my bank that includes my credentials. I have just emailed them my latest bank statement which showed my UK account number and sort code, together with a summary of other credentials like IBAN, beneficiary, transaction reference and Swift code extracted from my bank website.

Again, many thanks for your assistance and support in resolving this issue.

kind regards,

Supat

Hello Longartsupat148,

Would it be possible to forward the communication between you and the casino and the bank as well to nikolas.b@casino.guru.

Also please keep in mind that if the money was refunded back to the casino, it might take sometimes up to a month for the money to be located and then forwarded back to the player.

Hi Nick,

Please note that after 3 weeks of communications with the casino regarding my withdrawal request made on 12 April 2024, instead of reissuing the withdrawal to the correct Iban, the casino cancelled the withdrawal. I was going to make a new withdrawal request but noticed that i was not able to enter the correct Iban details as previous attempt, so i contacted the casino via live chat about this.

While chatting with the casino support i have mentioned to them that i have registered myself with GameStop and i wish to stop gambling. This has resulting in my account being disabled immediately and i am not able to make anymore withdrawal request. I was able to see the £1000 has been returned to my account but i can no longer withdrawal it as i cant log into my account anymore.

I have contacted the support team again today but they only advise me to wait for them to contact me via email. I have attached the live chat records.

Thank you Longartsupat148 for all the information provided. If the balance has already been returned to your account, the casino should allow you to withdraw the remaining balance from there. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, Longartsupat148,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, can you please provide me with the information on when exactly you registered with Gamestop?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Jokabet Casino team,

Could you please explain the player's situation in more detail? What steps should the player take to withdraw his disputed winnings?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence supporting your claims and decision to my email address (branislav.b@casino.guru).

Hello, dear all!

We're very sorry to hear that you have not received your withdrawal. We understand this can be frustrating, and we want to assure you that we are working to resolve this matter as quickly as possible.

We have escalated your refund request to our finance department, who will review it as a priority. As soon as the refund has been processed, we will let you know.

We appreciate your patience and understanding during this time.

Best regards,

Jokabet Team.

Dear Longartsupat148,

We are pleased to inform you that your refund has been successfully processed on our end. The funds should be credited to your bank account within the next 5 business days.

Thank you for your patience throughout this process.

Best regards,

Jokabet Team.

Thank you very much for the update, Jokabet Team.

How much will the casino refund to the user? Do I understand correctly that the whole remaining balance will be refunded?

Hello, Branislav!

We have already paid the disputed amount - the user's entire remaining balance.

If you have any other question, feel free to reach out to us.

Best regards,

Jokabet Team.

Thank you for confirmation.

Dear Longartsupat148,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful refund or an update.

Please let us know as soon as you receive the payment.

Hi Branislav,

I still need the "proof of payment" from the casino which i need to provide to my bank to get the fund successfully. I have specifically requested for this but it has not been. Please can the casino email me the "proof of payment" for this withdrawal ? Many thanks.

Dear Longartsupat148,

Can you please provide us with the communication between you and your bank regarding the proof of payment showing a reason why you or your bank needs it?

In normal circumstances, when the casino processes a withdrawal, you can see a payment in a casino account/cashier, without further details, and no one would provide you with proof of payment.

So - since it is 1,000 GBP, and it would be hard to overlook such a change in your bank account balance - have you already received the payment or not? If so, what is the reason for asking for proof of payment?

Dear Longartsupat148,

If you have not received your payment, please contact us via email and provide us with a bank statement in PDF format from 16.05 till 27.05.

Dear Branislav, the user will not see the payment in his account, since it was not a withdrawal of funds, but a refund issued by us manually.

We hope for your understanding.

Best regards,

Jokabet team.

Dear Jokabet Casino Team,

Thank you for the clarification. However, if she does not see the payment in her account, what does the casino need a bank statement from her for?

Dear Branislav,

We need a bank statement to verify that the funds did not reach the bank account we transferred them to. If funds have not been credited, we will forward the issue to the appropriate department for investigation.

Best regards,

Jokabet team.

Alright, let's wait for the player's confirmation that she provided the requested according to your instructions.

Dear Branislav,

As advised previously, my bank requested a copy of the proof of payment from the sender before they can release the £1000 fund. In other words, my bank has already received the payment made by the casino but they are not going to release the payment to my account until they receive the proof of payment from the casino. Please can the casino just send me the proof of payment without any delay? I have already sent the casino my latest statement as requested a couple of days ago.

It is beyond believe that i have also received an email from the casino requesting a long list of documents, including all the bank credential, swift code, iban, id, passport that have already been verified and provided numerous time at the beginning of this complaint, before they can send me the proof of payment!

Why do the casino even need to see my statement to believe that i have not received the fund? If i have received the fund, this complaint case would have been completed and closed by now. And the casino is reminded that there is absolutely no need to forward any other issue to any department for any irrelevant investigation, as the only issue that i have now is the casino is still playing stupid and refuse to just send me the proof of payment without any further complications like how they have sent me the previous proof of payment sent to the wrong iban 2 months ago!

Also, my bank customer service representative has requested the proof of payment from the sender/casino during my telephone communications with them, so i cannot provide the proof of this in writing.

To all the readers of this thread, this is a typical example of how far and ridiculous the casino is willing to go and playing stupid just to delay the payment.

So please have realistic expectations if you are relying on the funds for any important matters in your life!

Dear Longartsupat148,

Thank you for providing the details regarding your matter, we would like to assure you that it is in our best interests to resolve your matter quickly and we are doing everything possible to expedite this process.

However, we can provide any confirmation of payment after we are sure that this receipt does not appear on your bank statement.

You sent us some files by email, but we do not have access to them. We ask you to send the file in PDF format without a link to Google Drive.

We hope for your understanding.

Best regards,

Jokabet Team.

Thank you both for your replies.

Dear Longartsupat148,

I can see 2 options on how to proceed now.

1. Providing the casino with the requested document(s) - easy and standard request regarding KYC or payment issues and for the purpose of starting an additional investigation on the casino payment provider's side (it is not always in the casino's power to check it, and payment providers/processors have also some rules). Delays may be caused also by providing the casino with documents in incorrect form or in a way that the casino cannot access them.
2. Asking your bank to provide you with their request and explanation in writing (providing us with at least a screenshot of a communication with your bank regarding the issue), so we can "push" the casino to provide you with the transaction confirmation/statement.

Please let us know which option you chose and once it is done, inform us. I sincerely believe we are close to solving it finally.

Looking forward to hearing from you.

Dear Branislav,

1. i have provided the bank statement as proof of not receiving the transfer
2. i have also requested clarification from my bank regarding the reason of why the proof of payment is required from the sender. This can be provided in due course.

Alright, Longartsupat148. Thank you for the update.

1. I sincerely hope you do not mean the one that the casino could not access (on Google Drive), and that you additionally provided them with the original PDF bank statement as an attachment attached to your email so they can open and check it.
2. Feel free to share it with us once you have it.

I will wait for your confirmation regarding point 1. Then, we can move forward and ask the casino for an update.

Hi Branislav,

1. Yes, new statement in pdf format has been sent earlier today.

Dear Longartsupat148,

Do I understand correctly that you provided them with the bank statement for June 2024? If so, could you additionally send them also a bank statement in the same format for the period from May 16, 2024, until the end of May 2024, as they requested above?

The refund was probably made in the middle of May. Therefore, it is necessary to provide the complete transaction history from your bank account from that date. They had a reason why requested it that way.

Dear Longartsupat148,

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.

Dear Longartsupat148,

You provided us with a bank statement from a different bank account than the one to which the funds were sent. We have informed you by mail which bank account the funds were sent to and what statement we expect if you have not received the funds.

We hope for your understanding.

Best regards,

Jokabet Team.

Thank you very much for the update, Jokabet Team.

Dear Longartsupat148,

Just to add to everything above - if there is no progress on the matter (providing the casino with a correct bank statement or providing us with an explanation from your bank about the need for proof of payment from the casino) until the current timer expires, the complaint will be closed/rejected. It will be set up for a bit longer than now, but for the last 7 days.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, it will not be possible without full cooperation from the user's side.

Thank you very much, Jokabet Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.Guru