Jokabet Casino - Обліковий запис гравця було заблоковано після запиту на зняття коштів.

I have used jokabet a few times over the last couple of months I've made around eight deposits with no problems using cryptocurrency and also made one withdrawal via crypto with no problems. Yesterday I made three deposits using bank transfer with no issues I then made a withdrawal of £450 via bank transfer using my IBAN number the withdrawal was accepted, I logged into my jokabet account this morning to check the status of my withdrawal and it was still pending, then I noticed when I tried to play on a slot it said my account was suspended and now I've been logged out and I'm unable to log back into my account with an error code saying invalid login or password. I'm entering my email and password in 100% correctly so I don't understand why my account has been suspended and haven't received my withdrawal.

Dear Dannylen91,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise which games you focused on while your account was still active - slots, live casino, sports betting, etc.? Did you pass the KYC verification before the account was blocked?

Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

The only games I played was slots, I didn't use any live games or sports betting. I verified my account by verifying my email when I first created my jokabet account, after that I've made several deposits and made one withdrawal with no issues. I have since been able to access my account through an email link that was sent a few weeks ago. I was able to speak to someone on live chat and they told me my account was suspended while they carry out some checks on my account my withdrawal has now been cancelled but they've told me I'll be able to make the withdrawal again once the checks have been completed. They haven't told me why these checks are being carried out or how long the checks will take.

Thank you very much for your reply, Dannylen91. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Dannylen91,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.