i have pending withdrawal of 4979 euros since may 22nd and they refuse to pay even tho ive done numerous verifications...the last verification they asked for was proof of funds to which i have sent 7 different documents showing winning from different casinos and also my litcoin wallet receiving those funds, they keep rejecting everything meanwhile i won over 15000 euros on their site in march and i was paid, im currently unemployed and dont have another source of funds other thatn casinos and they do not accept that

Dear Smoochiejr69,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Have you been in contact with the casino's KYC department regarding the verification of your source of funds?
• Has the casino explained what is required to successfully complete the process?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

i have spoken to them numerous times , chat replies , they do not reply to my emails... ive explained my situation multiple times and yet they keep refusing my documents...i have even sent screenshot of me receiving money from the government and yet they refused that as well

I would like to ask you again to provide the requested communication with the casino so we may determine how to best assist you.

I apologize for the inconvenience.

here is a chat transcript , chat is of no help and i keep explaing that i just receive automated emails from them and not actual replies to my situation

Thanks for your email.

• Is your income from the government proportionate to your deposits in the casino?
• Would you be so kind and submit the proof of income you submitted to the casino? Send it to my email at [email protected]

no it is not, as i have previously said, i am not working and have used previous casino winnings including their casino which i won over 15000 euros months ago to fund my account... have emailed email screenshots from other casinos as well as their own site paying me 15000 euros in march

Thanks for the email, Smoochiejr69

You wrote:

the last verification they asked for was proof of funds to which i have sent 7 different documents showing winning from different casinos and also my litcoin wallet

Have you been verified in these casinos? Would you be able to submit proof of completed verification in these casinos if asked?

Would you be able to share the address of your Litecoin wallet?

Thanks for your reply.

yes i have been verified in all casinos .. my litecoin wallet address always changes, but i have addresses and pics of any transaction you need from my wallet upon request

Thank you very much, Smoochiejr69, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Smoochiejr69,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Jokabet Casino to the conversation to participate in the resolution of this complaint.

Hello!

We really appreciate you taking the time to let us know about this issue.

As we see from the system you did not complete the verification process, that's why your withdrawals are getting cancelled.

We understand that verification is not the most pleasant procedure and may take some time, but it is a mandatory process on our website. According to our rules and conditions, clause 7.4, we have the right to request identification documents, as well as verify deposit/withdrawal methods. Moreover, the company can request any other document at their discretion to verify your account.

We kindly ask you to upload requested document in the Verification section and after successful verification your withdrawals will be processed.

Best regards,

Jokabet Team.

i have completed verification numerous times, ive sent every identification document you have requested, ive explained for two months now that i am not currently working and you refuse to accept that answer....i fund my account using winning from other casinos including yours , iwon 15000 euros from you back in march and more from other casinos...i have showed you emails from other casinos showing my winnings in the past and still you refuse...am i suppose to now get a job to complete verification? you are asking for a document you know i cant provide because i am unemployed, stalling tactics not to pay your players the money they won fair and square

casino has now proceeded to confiscating my winnings 3 months later, claiming i now broke their bonus terms, i did no such thing, you cannot overbet on this site because it blocks you and you cannot play a banned game because it blocks you as well, another tactic from a shady site not to pay its players their winnings

Dear Jokabet Casino Team,

Could you please explain what the player is accused of and why their winnings were confiscated?

Dear Peter,

According to our terms and conditions, clause 3.6, the amount of the maximum bet from bonus funds is limited: "3.6. Any issued bonuses are, by default, limited to a maximum bet during wagering: 5 GBP/EUR, or equivalent, unless otherwise specified. The max bet limit includes bet doubling after a game round has been completed, as well as bonus rounds purchased within the game."

Since the customer violated this rule and placed a bet in an amount exceeding that specified in the rules, the winnings were confiscated, and the deposit that the user had made before was returned to the account.

Dear Smoochiejr69, you can request a withdrawal of funds remaining on your balance.

Best regards,

Jokabet Team.

Dear Jokabet Casino Team,

Could you please mark the overbets and send the player's game history to my email address ([email protected])?

Dear Peter,

we have provided you the necessary information via email. Thank you for your collaboration.

Best regards,

Jokabet Team.

Dear Jokabet Casino Team,

Thank you for your email, I replied and asked for a more detailed explanation and full game history.

Dear Jokabet Casino Team,

Thank you for your email. According to the data, the bonus was issued on 22.5.2024 at 23:45. When was the wagering of the bonus finished?

Dear Peter,

The player began wagering the bonus on 22.05.2024 at 20:45 UTC 0, while the bonus wager ended on 22.05.2024 at 23:19 UTC 0. Bets that were made for an amount exceeding the maximum allowed from the bonus balance were made at 21:01 UTC 0.

Best regards,

Jokabet Team.

Thank you Jokabet Casino Team for the details.

Dear Smoochiejr69,

If you made the overbets during bonus play, unfortunately, I won't be able to help you. Even though we like to see the maximum bet rule being enforced automatically in casinos, it's not an industry standard yet. In this case, the maximum bet was €5 and you made several bets of €100 so I'm afraid there's not much we can do.

the 100 wagers were all during cash portion and not during bonus play

Dear Smoochiejr69,

I see now what the misunderstanding is. If you activate a bonus, the maximum bet rule applies to the whole balance in most casinos even if the real money balance and the bonus balance are held separately. If you are not sure how it works in the casino, feel free to contact the support and ask questions. They are there to help players. I'm afraid I won't be able to help you with this one. Unfortunately, I have no other choice but to reject your complaint. I wish I could be of more help.

Best regards,

Peter