Jokabet Casino - Player seeks a refund after unknowingly breaking rules.

I am contacting you to discuss an issue I encountered. I'm a Spanish citizen and I registered online at Jokabet through an advertisement. I made several deposits and played over the past few days. However, I was surprised to learn that the rules of this company state that games are not allowed for countries like Spain among others. But there was no deterrent when it came to depositing money on their website and playing. My question is whether they should refund the money I deposited since they should not have allowed me to deposit and play. I was totally unaware of this and that's why I proceeded. This seemed very strange since I am enrolled in the online gambling prohibition in Spain enforced by the ministry.

I hope you can help me.

Thank you.

Dear Bol8,

Thank you very much for submitting your complaint. I'm truly sorry to hear about your issue.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.  

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country.

Please understand that we are not an agency with the authority to dictate refund policies to casinos operating without the appropriate license in players' countries of residence.

I wish I could offer more assistance in this matter.

For future reference, I strongly recommend searching for licensed casinos only through our website to avoid any misunderstandings.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Good morning

I understand what they say, but understand that although there have been no withdrawals of profits, it is unfair that Spanish citizens cannot deposit or play or obtain profits from almost any game and yet they have allowed all that money to be deposited and played, without me knowing it. and allowing it, I ask you to help me or contact the site since I am still waiting for the response from this company by email. I have already sent them several emails. And at the moment the only thing they have done is close the account. The government has not banned me but, it is something that one does on their own because they want to, it is a self-prohibition program.

thank you.

All the best.

Hi Bol8,

As mentioned earlier, if any winnings were withheld due to your country of residence, we would have intervened immediately. However, there was no active balance on your casino account at the time of its closure. Therefore, arguing that you should be entitled to a refund of your lost deposits because you were not allowed to place deposits and use the casino services won't stand ground. Consider if you had won; would you argue that the casino shouldn't have allowed you to play as well?

If you prefer to play only in casinos that accept players from your country, please refer to our list of recommended casinos.

I regret that I couldn't be of more assistance. I'm sorry we couldn't help you resolve this case, but please don't hesitate to contact us if you encounter any issues with any other casino in the future. For the reasons mentioned above, I will now reject this complaint. Thank you for your understanding.

Additional comments from the player:

Inform you that the casino finally recognized the error and refunded my deposits.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Bol8, for your confirmation, and please don’t 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,

Petronela

Casino.Guru