Jokabet Casino - El acceso del jugador a la cuenta está restringido.

The problem started when I earned a bit of money and wanted to withdraw a bit, at first they said there was a technical problem, then my withdrawals were cancelled because I wasn't using the method I used at the deposit, except that they themselves don't offer this method for withdrawals, just to prevent me from withdrawing a penny, and finally, the icing on the cake, I can no longer access the site on the pretext that it's forbidden in the territory where I live. This kind of behaviour I don't appreciate very much, fortunately I still have access to the livechat and I'm always asked to wait for an email that hasn't been received for more than 10 days and this obviously brings back bad memories with other sites like betplays.com and campeonbet.com that confiscated my money for no logical reason...

Dear jamelbenaichaoui,

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 clarify your situation.

Could you please specify which method you used for depositing and which method you wanted to choose for withdrawing? Have you verified both of these payment methods?

Could you kindly provide more details on your country of residence being restricted? Have you received any information about it from the casino? According to the Terms and Conditions, Tunisia is not among the restricted jurisdictions to register and play from.

Please forward me all the communication between you and the casino that could be relevant to the investigation of your issue at veronika.f@casino.guru.

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

Best regards

Veronika

Thank you for your email, I used crypto usdt for the deposit, at the beginning they asked me to withdraw by crypto, except that crypto was not in the means of withdrawal proposed so I made a withdrawal by bank transfer on an account which I already used in previous deposits but unfortunately the withdrawal was refused, my means of deposit were checked and I already made withdrawals on my accounts verified crypto and bank transfer.

my country of residence is tunisia, but so far they haven't said anything to me apart from waiting for a return by e-mail which is taking a long time to come, I'm afraid they're up to something, well I don't hope so as I was playing normally and everything was fine when I lost or won a small amount.

Thank you for your emails.

Are you still experiencing difficulties accessing the casino website?

Could you please let me know if you are using any VPN or IP-masking software that might affect your connection?

Additionally, has the casino offered any alternative methods to process your withdrawal, such as manually approving your withdrawal request?

Looking forward to your reply.

Hello,

After sending my documents I received yet another email asking me for more documents..

"Hello

For additional verification of your account, we would ask you to upload the following documents into your profile (Documents tab):

- a document (or a number of documents), showing the origin of the funds used for depositing in our casino, for example, salary statement, proof of business ownership, selling a property, an inheritance payment, or a divorce settlement, etc. (for the last 3 months)

Thank you for your understanding and patience!

Best regards,

JokaBet Payments team"

Thank you for keeping me updated. Could you please confirm if you sent the documents that the casino requested as proof of your source of funds? Ensuring the casino receives all requested documents is crucial for progressing with the account verification process.

From the information you shared in your last email, it seems that you are still experiencing difficulties accessing your account. Have you been asked to provide any additional documents or information to verify your account?

ou for your message,

I confirm that i sent all the documents that the casino requested as proof of my source of funds.

I'm still experiencing difficulties accessing my account, the last email i received is to send the documents via the website !! it's like they did not understand that the website can no longer be accessed in my country!! i'm sure they know very well what the issue is..this is the last email ,i've already sent it to you too

"Greetings!

Please upload the documents to your profile for verification:

https://jokabet.com/profile/verification

Best regards, 

JokaBet Payments Team"

From the last message here, i was asked to send proof of salary payment for the months october and november as i previously sent proof of september..everything was done successfully ...and i still wait ..

Thank you very much, jamelbenaichaoui, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 jamelbenaichaoui,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Jokabet Casino to join the conversation.

Dear Jokabet Casino,

Could you please clarify why the player's verification has not yet been completed? The player has submitted the documents that have been requested from them and I am interested to understand why this has not been deemed sufficient yet. If there are certain reasons that cannot be shared publicly, please forward the information about this to me, including any supporting evidence, at michal.k@casino.guru

Dear Michal

Thank you for your previous message. I would like to point out that in just two days, jokabet team rushed to finalize the verification process, and the responses to my emails were significantly faster. I was also informed that I would be refunded after providing my banking details.so i will see the end of the story and especially the ammount that they will send ...

Dear jamelbenaichaoui,

I believe that's great news. I'm glad things are now on the right track. I have my fingers crossed that the withdrawal will be processed the standard way without any unexpected delays.

Please let me know once you receive the refund.

Final Payment but Account Exclusion:

After complying with all requests and receiving my payment, I was informed that my account had been excluded from their platform. This decision appears to be linked to the amount I earned, which raises concerns about fairness and transparency.

Positive Note on Live Chat Support:

I would like to commend their live chat team for their clear and professional communication throughout the process. However, the overall experience with their platform's policies and technical restrictions overshadowed this positive aspect.

While I am relieved to have received my payment, the exclusion from the platform feels unjustified, especially given my compliance with their requests. I would appreciate a more detailed explanation of why this decision was made and whether it can be reconsidered.

Thank you for taking the time to address my concerns. I look forward to your response.

Dear jamelbenaichaoui,

I appreciate your update, and I'm pleased to hear that the payment has been received.

Unfortunately, the decision of whether they continue to offer their services to you or not is solely up to the casino. There is nothing we can do about it. Each casino has the right to close any player account at their discretion once financial matters are resolved. Almost all casinos have similar policies, as noted in the information I found below:

I think we can both agree that the most important aspect here is that you've received your refund, which addresses the core of your complaint. Can I proceed to close this case as resolved?

Dear jamelbenaichaoui,

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.

Dear Michael,

You can proceed to close this case as resolved, thank you very much

Dear jamelbenaichaoui,

Thank you for your confirmation. We're glad that our intervention helped to address the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. 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 Rate Casino Guru. 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,

Michal

Casino.Guru