Hi. I’ve had account on Jokabet for a long time now, I’ve been playing on and off, for last few months I’ve played more often. My account was fully verified long time ago, I’ve managed to get all my winnings till this time. I’ve deposited ￡60 with no bonus, went up to over ￡500 but when I tried to withdraw my winnings I’ve been asked to verify my payment methods ( which was done before) . Then I spoke to someone on live chat and I’ve been told that’s only visual issue and there is no need for verification. Just have to wager my deposit times 3 ( I’ve done ￡108 till this point ) . Tried to withdraw after that but same story, couldn’t request withdrawal because is asking me to verify my account. I’ve done it, I’ve send all the photos needed, it’s been over 24 hours now and is still pending. Tried speaking to someone on a chat but same again, our team will be in touch soon. Tried to play through more that balance, I’ve been up to ￡700, couldn’t withdraw, played more and now and down to ￡400 and still can’t withdraw my winnings. Are they waiting till I gave up waiting and spend all my money so they don’t have to pay me ? It’s absolutely shocking..

Dear kamilbashoo,

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.

Could you please advise which documents you have already provided and when exactly did you send the last one?

Have you provided all the required documents as soon as possible and in the correct format?

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,

Dominika

Hi there,

ive been asked to send proof of payment ( credit card, bank statement etc. ) which was verified already few months back.

After multiple emails and live chats finally my account is fully verified and I’ve managed to get my winnings.

Thank you for your reply, case is solved.

Dear kamilbashoo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Dominika

www.kpvfaw.com