JokaBet Casino - Die Gewinne des Spielers wurden noch nicht ausbezahlt.

I made a withdrawal through Jokabet for £2000 on 7th August

it is showing on the transaction history as paid but nothing has been received by my bank

I have sent Jokabet a PDF of my bank statement

and they say they have reported to relevant team and are working on it

but no timeline or what they are doing to solve it and I am completely in the dark and minus £2000 i was expecting over a week ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear HarrySmith2020,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you I have sent it the bank statement so hopefully that should speed things up it’s been almost 9 days as was early on the 7th so I have been a bit worried

thankyou hopefully it’s resolved in the 14 days

Dear HarrySmith2020,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi they sent me a screenshot and asked me to provide to bank

spoke with bank and they have said nothing received

sent a PDF from bank showing no withdrawal paid

We understand how frustrating it is to be sent back and forth while trying to find where the money is. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before this?
• Could you please confirm that you have passed the KYC (Know Your Customer) verification?
• Have you accumulated your winnings with or without an active bonus?
• Please upload a screenshot of your withdrawal history directly to this thread.

Thank you very much in advance for your patience.

Dear HarrySmith2020,

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.

Hello yes all verified and withdrawn before

Thank you very much for your reply, HarrySmith2020.

Could you please forward all relevant correspondence between you and the casino to jean.s@casino.guru? Please do not send screenshots, but the original, uncropped email messages instead.

Please also forward the same bank statement that you sent to the casino for an independent review.

I understand this may take time, so I appreciate your assistance.

Dear HarrySmith2020,

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.