Jokabet Casino - Player struggles with additional verification necessary for jackpot win withdrawal.

Hello,

I joined Jokabet online with no VPN in fact I didn’t even know what a VPN is I was able to access this site from EE and even in NHS wifi. I joined with my United Kingdom passport and uk +44 mobile number which were both verified before my first withdrawal. I withdrew £700 in winnings without issue and continued playing I deposited from natwest bank transfer in pounds. Never for one second thought it wasn’t a uk site as no restricted at all. I have since won £75000 from a jackpot win. I am now having issues with extra verification that was requested of the deposite transaction. I have give. Them everything asked for but the have not verified. I feel sick and like I could cry after reading these reviews. I told my family and friends and spent a lot of money to win that amount. I don’t know what I would do if this is f real. Please help me.

Dear hayleyhaze,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise which documents the casino requests for additional verification? Have you provided these documents on time and in the correct format?

Has the casino rejected your documents or have they not been approved yet?

When was the last time you communicated with the casino and what was it about?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

yes al documents have been on time correct format straight from my bank. They have asked for a recent bank statement, which has been approved and a proof of deposit made with all the transaction details on. I have sent all of this. I have been speaking to online support and they say it is all being checked still but usually takes 24hrs. It has passed 24hrs now and I won on Saturday 11th. Since the hold up I looked into Jokabet and had no idea about the uk rules. I still find a lot of information online advertising Jokabet for the uk. When I deposit the only option given was in GPB and they have even said while I’m waiting to continue depositing and betting which I have screen shot. They also yesterday issued me bounus spins and changed them as the game originally given said can not be played in uk. I am so worried about this I feel sick. The game I won on was a Play n Go game which is aloud in uk under uk law.

Thank you for keeping me updated. Please bear in mind that verification might take several working days. Have your identity documents been verified yet?

Also, before we proceed with your case, could you please forward me all the relevant communication between you and the casino customer support regarding your problem? My email address is veronika.l@casino.guru.

I have started to get paid now. Very happy 🙂

I'm glad to hear that! Have you received any winnings yet? Could you please specify how many withdrawal requests you currently have in your casino account? Do you wish to keep this complaint open, or should we consider your problem resolved?

Dear hayleyhaze,

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.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.