Jokabet Casino - Player’s withdrawal has been restricted.

I send them email:

feel unfairly treated by jokabet. As it turns out, players from the United Kingdom (where I live) cannot withdraw funds from jokabet. So my question is, why I was able to make a deposits?? i deposited with you more than 4000 paunds. I didn't use a VPN, I used an English account for payments, I provided my region as Great Britain when creating an account, I provided an English phone number for verification! I guess it's a little unfair that you allowed my money to reach you, but you no longer allow me to withdraw my winnings. I will demand a refund of half of my deposits in this case from you which I have posted on the website, and we close this topic 

otherwise, I will do the same as a user from the UK whose case I found on the Internet. I will contact my bank for a refund of the entire amount.

They answer quick for that one:

„Thank you for contacting us! All information about our policies can be found in the Terms & Conditions section in the bottom of the front page: https://jokabet.com/termsconditions.Also, could you please clarify what exact amount you would like to receive? We await a response so that we can proceed with the resolution of your submitted request. Thanks in advance!„

then I send them another few emails like this one

made the first deposit 27.04.2024 

Till today I deposited with your site successfully exactly 4953£. (You can easly check every single payment on my history) 

Your policy saying that players from UK are not allowed deposit real funds and play real cash games- but why you don’t have any insta lock on it? To I was really unable?. My question is why all my deposits was successful then? When I wasn’t use vpn to cheat on localisation, I was all time connect to my UK SIM card, deposited funds by HSBC Bank transfer, United Kingdom credit card as well. 

I don't want to report this matter anywhere higher, but if I have to, I will. 

Because we both committed some negligence,

would like to settle this by mutual consent and find a fair solution that satisfies both of us. I think since I deposited £5,000 on your site, it's fair if I get £2,500 back and we close this case.

then

I'll get ahead of your answer - I didn't have a balance in my account when you closed my account after reporting the case - because I wasn't able to withdraw, so I used the rest of the funds. if this is your line of defense not to refund me all my deposits, or as I wrote above - half 2500, I will go to my bank and report the fraud, It is not acceptable to let players bet if a casino knows they are from a restricted country and if the casino intends to refer to the restricted countries rule every time a player requests their first withdrawal. This it is completely against the rules of fair play, as the casino knowingly lets a player bet money without having the chance to actually win anything in return. It is not acceptable to let players bet if a casino knows they are from a restricted country and if the casino intends to refer to the restricted countries rule every time a player requests their first withdrawal. This it is completely against the rules of fair play, as the casino knowingly lets a player bet money without having the chance to actually win anything in return.

and last one

I feel that my weaknesses were simply exploited, which caused me to have minor financial problems and metal healt, for that to the end relie I can’t withdraw anything from this site, and you know about it from the begging. I have been registered with GamStop for a long time due to gambling problems, your website was advertised everywhere, very easy to access- confirmed me even when I was outing United Kingdom accepting deposits from an English HSBC card, accepting transfers from an English HSBC bank , verifying the English telephone number+44 . 

Ticket ID: hd.1720046054628.xz8whc.c3cb380a

I see couple complains like mine already- how long whole process of refunding my deposits will take?

I’ve got screenshots from all my deposits

I make them before they ban my account

what can I do more? Before I will go to my bank, and try due reback- it’s clearly fraud - you can deposit and play from uk but can’t withrawal, I want spoke with them and see what they told me. Except the bank is any more place where I can call/text? They not answering on those emails 🙁

Dear WiesiuBezMydla,

Thank you very much for submitting your complaint. I’m sorry to hear about the problems you’ve experienced with the casino.

To help us better understand and investigate your situation, could you please provide more details on the following points:

• Could you specify the exact dates and amounts of your deposits that totaled £4,953?
• Can you provide screenshots or any documentation showing your deposits and the messages you received from the casino regarding your account being closed?
• Have you received any other communications from the casino besides the one where they mentioned their Terms & Conditions? If so, please share the details.
• When your account was closed, were you given any specific reason or instructions on how to proceed?
• Can you clarify if you have attempted to contact your bank already regarding this issue, and if so, what was their response?
• Are any funds being withheld by the casino due to a country restriction?

If you have any relevant communications or documents, please forward them to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

I send you my deposit history screenshots which I done just before they closed my acc. (Almost all payments are there)

I send you 2 emails first one with support correspondence, they answer me just for first email (quick). They just send me this one message, don’t give reason why they closing account - they closed it straight after my first email without telling me anythink.

im not contact the bank yet, I waiting for support jokabet first

I wanted to reach an agreement and settle the matter by mutual consent, because both sides had committed irregularities. I didn't read that the UK is not supported, they-still accepted my money despite knowing my location. (I was not using any vpn) deposit funds with uk bank, card. If I cannot reach an agreement with them, I will report the matter to the bank as fraud. because I can honestly say that I feel cheated.

Hi WiesiuBezMydla,

When attempting to access the website from the United Kingdom, I encountered the following message:

• Could you please confirm that you did not use a VPN to change your location when registering your account or accessing the casino website?

Thank you.

Im in GB, dont using vpn at all, as you can even see on screenshot site working..

I was verify my account by the english telefon number +44, using engish credid card to deposid funds, making deposits from uk bank transfer, and was nio problem at all.

they answer today :

Hello!

We are contacting you according to your request.

I hope this message finds you well.

Regarding the legality of our website, please be aware that we are holding a relevant license, and based on our service T&C paragraphs 4,1-4,3 each player is solely responsible for making sure that the using of our services is not against the regulations based on the country of their registration.

the relevant license seal can be found on our website.

If you have any concerns or require further clarification regarding our policies or the regulatory framework, please feel free to contact our customer support team. We are here to assist you and provide any necessary information. Thank you for your understanding and cooperation in this matter.

Kind regards,

Serena, Support team

If they don't return these funds to me, I will report this to my bank, this is pure fraud. It's not legal for them to accept my deposits and not be able to pay me my winnings! It is also strange that now they are referring to the regulations, when in several other cases (I attached links to them above) people in the same situation as me were somehow able to recover the funds. I feel robbed

their website is advertised as UK Casino, I have all the payment proofs, I have several proofs of similar cases, I wanted to settle the matter by agreement, but if they don't want to return the funds to me, I will go straight to my bank.

Hello WiesiuBezMydla,

We would like to update you that due to Petronela, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Petronela has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Petronela will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much, WiesiuBezMydla, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, WiesiuBezMydla,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, please note if it turns out that you used a VPN or other tool masking your location, altered your personal details, or accessed the casino website from a different location (physically in a different country), and simply lost your deposits after possibly bypassing the casino system's settings and restrictions, I am afraid we will not be able to help you. In addition, UK citizens can reside in other countries, use UK bank accounts/payment methods, and have UK phone numbers, so this type of information you provided above may be completely irrelevant to the case.

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? How did he manage to register, deposit, and play at the casino despite residing in the UK?

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

Hello, dear all!

Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you've experienced.

According to our terms and conditions, the casino accepts players only from those countries and geographic regions where online gambling is allowed by law. It is the player's sole responsibility to inquire about the existing gambling laws and regulations of the given jurisdiction before placing bets on the website. The availability of our website in the user's country should not be regarded as a call for registration. Players must read our terms and conditions before registering.

This issue has already been discussed with the customer and was resolved successfully, since he accepted the refund amount we offered.

We are pleased to inform you that the refund was successfully paid on our part and should have been credited to the user’s account.

Best regards,

Jokabet Team.

I actually received a 50% refund of my deposits, but I expect a full refund of my deposits because I was not at fault in my case, I didn't cheat, I didn't use VPN or anything to bypass the block. The casino is simply poorly marked, advertised on the Internet that it accepts players from Great Britain, and online chat employees mislead players and claim that you can play normally from Great Britain. As I mentioned in the email to which you stopped responding to me - if I do not receive the second part of the refund, I will report the matter to the bank and fraud department, I will also inform Curraco Gaming that you are fully consciously misleading customers by advertising your casino as NON GAMBLING UK and friendly for UK players. I am waiting for your final answer, whether you will refund me the rest of my money. It's been a week since no one responded to my e-mail - today is the 8th day. I want to hear the final answer whether my funds will be refunded or whether I should report the matter further. You accepted my deposits illegally, the casino is advertised illegally, employees are misleading people. I expect a full refund of my deposits and am waiting for your response.

and dear Branislav- in living in the uk 5 years, is not just the uk number, bank, card. I send to casino uk driving license, proof of adress from my bank statement.

why are you reporting my opinions on trust pilot? In which I do not write anything bad, I just warn players from Great Britain not to play on jokabet - because they will be able to make deposits, but will not be able to withdraw their winnings. why are you reporting this? with the hope that more people will spend their money with you and not fight to get it back? What you are doing is simply disgusting and illegal - you are consciously misleading customers and hiding behind the small print in the regulations. With today's possibilities, you should secure the website so that people from countries subject to restrictions will not be able to even create an account, let alone make deposits and play. When creating an account, I even provided data such as country and address and there was no problem. you are taking advantage of innocent people with weaknesses and gambling problems by advertising yourself as NON GAM STOP UK CASINO, which is simply disgusting. I don't expect anything from you except justice, I want to get my rest of the money and stop thinking about this matter, but if that doesn't happen, I will report it where necessary, even if we meet in court.

And I kindly asking - can you answer for my email?

Thank you both for your replies.

Dear WiesiuBezMydla,

These are your words:

"Because we both committed some negligence,

would like to settle this by mutual consent and find a fair solution that satisfies both of us. I think since I deposited £5,000 on your site, it's fair if I get £2,500 back and we close this case."

Can you confirm you have already received a refund of £2,500?

Did you clearly inform the casino about your gambling issues before registration, and if so, can you prove it?

To be honest, there are a few things that do not play in your favour here:

• Jokabet Casino (as it is also in our casino review) states it owns a Curacao license, which is even marked as unverifiable, and we clearly state the UK is a restricted country there
• Gamstop guarantees that once you register there, you will be prevented from using gambling websites and apps run by companies licensed in Great Britain - the casino does not have a UK license and very likely does not have access to the GAMSTOP database
• If you had won at the casino (while the casino had accepted your deposits and let you play), it would not have been alright to confiscate anything of your winnings due to country restrictions, and we would have sided with you - the casino should pay winnings in full
• However, if you voluntarily chose to deposit and play at such a casino (without a UK license), it was your decision and your responsibility to find out enough information about the casino's license; you were subject to Curacao laws and not protected by UKGC as it would be in case of an online casino licensed by UKGC
• As you mentioned, you also committed some negligence - you decided to play at the casino yourself, used its services and play, and enjoyed their games (an advantage for you), however, on the other side, by playing this way, you accepted the risk of losing money, as in any other online casino and/or as any other user, with the difference you were not protected by UKGC; therefore, under such circumstances, it is not completely alright to expect a full refund of your lost deposits - from an objective point of view, if you were a player from UK, which came to the Curacao licensed casino to play, you had also a chance to win and withdraw your winnings, no casino would have refunded lost funds, lost by playing
• Under such circumstances, it is great that the casino was able and willing to provide you with a partial refund because everything indicates that they were not obliged to do it - a very generous "compromise"
• If you made a deal with the casino about a refund, you accepted their offer before, and they fulfilled their part of the deal, I do not understand what you are expecting now, and why

However, I will also discuss the matter (Gamstop/UK players vs. Curacao licenses) internally with the team and inform you about the results.

Alright, the issue was also discussed internally, as I informed you in my previous post. Only one remaining question remains.

If you have already received the agreed amount - can I consider the matter successfully resolved, or do you insist on a refund of the rest of your deposits?

In case I overlooked something, feel free to let me know and clarify it in detail.

I received half of my deposits (I agreed because I had already seen the tone of the jokabet employees' conversation - and I didn't want to be left without money completely. Nevertheless, I am applying for a refund of all my deposits, because the casino is advertised as friendly to players from Great Britain and even their employees make players in the live chat. A fair solution will be when they return all my deposits, I no longer claim the winnings that I could not withdraw (which, by the way, were also high - over £10k when I realized that I could not withdraw the money due to their restrictions. The ads encourage players from the UK under the banner "BEST NO GAM STOP UK CASINO" - so if their ads are marked on the Internet this way - the ad is directed to players from the UK who can play with them after they have self-excluded themselves in their country, right? This whole situation is extremely stressful for me and it's getting worse every day, I just want to get the rest of my money back and that's it. My mental health has deteriorated terribly because of this whole situation and I've run into financial problems. Please - give me back my deposits and let me breathe and solve my problems that I got into because of this whole situation and let's put an end to the case once and for all

with regards krzysztof t****a

Thank you for the clarification, WiesiuBezMydla.

I will try to find out more from the casino representative. However, please note, as was mentioned above, if we are talking about deposits/money that were simply lost by playing at the casino, we will not be able to help you, because in such a case, they were simply lost after taking the risk of playing in a casino without UKGC license, etc. So, if you only deposited money into the casino and lost everything at some point, you were not eligible for any refund.

Dear Jokabet Casino team,

Can you please provide us with the following:

• The user's balance at the moment the casino decided to close his account and refund half of his deposits
• Game logs from the disputed account for the last activity (let's say the last day or last few days) from the disputed account before the account closure, with the balance status clearly visible in the data

Please note if the player managed to win more than half of his lifetime deposits, did not breach any other rules, and was able and willing to fully verify himself, the casino should pay his winnings/the entire balance available at the time his account got closed (minus the refund already paid).

Feel free to send the requested to my email (branislav.b@casino.guru).

Dear WiesiuBezMydla,

I was provided with the requested details from the casino, which fully confirmed all your deposits were simply lost by playing at the casino.

At this point, I sincerely think that everything was sufficiently explained above, in my previous posts, and we do not have to drag it unnecessarily out.

Since you still insist on a refund of the rest of your deposits, the complaint cannot be closed as successfully resolved. Therefore, the disputed amount will be updated to the sum of the rest of your deposits spent at the casino by playing (according to the information provided by the casino -> £4753 minus the successful refund of £2,500 = 2,253), and the complaint will be rejected.

As was mentioned, under such circumstances, you were not eligible for any refund, and we would accept if the casino would not have refunded you any of your deposits. You even previously agreed with the casino on a refund of half of your deposits, which was fulfilled despite not having to be offered at all. I would say you can be glad, happy and thankful that the casino was able and willing to refund more than half of your deposited and lost amount. It was basically only in its sole discretion and you can consider it a gesture of goodwill.

Last but not least, you provided us with incomplete and misleading information/details during the complaint resolution process...

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Jokabet Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru