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Tried on 3 occasions to withdraw my money and all three times says it's been paid for it to change to it's been cancelled by the payment system, speak to somebody on their live chat and get told things like iv entered my bank details wrong, my phone's faulty, they haven't got a clue what there on about, it's like talking to a robot.

I had an email saying iv entered my IBAN/BIC details wrong, but when I try to withdraw all that shows is sort code and account number. Nothing about SWIFT/BIC details, so what do I enter to get my money out the scammers?!?!

Dear Cjono3,

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 make sure I understand your situation completely.

Have you made any successful withdrawals before?

What payment method have you chosen for your withdrawals? Is it the same one you used for depositing?

When was the last time you communicated with the casino customer support regarding the issue with your withdrawals?

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

Best regards

Veronika

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

No not yet just 3 cancelled withdrawals by the payment system. Iv chosen bank transfer because the only options I get is bank transfer and bitcoin. But yes it's the same one iv deposited from, iv deposited from three off my cards in the past onto this account. Iv spoken to them everyday since and keep getting crap excuses, please wait 5 business days and if you have any problems come back to us. It's been going on for weeks now

Before we proceed with your case, please forward me all the communication between you and the casino customer support that could be relevant for the investigation. My email address is veronika.l@casino.guru. Thank you.

I have done thank you

Thank you very much, Cjono3, 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 Cjono3,

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.

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

Dear Jokabet Casino,

Can you please provide more details on why are the player's withdrawals rejected by your payment provider?

Hello Cjono3,

I hope this message finds you well. I wanted to kindly remind you that our team has recently reached out to you via email with important orientation details. We recommend trying an alternative account in the payment method.

Thank you for your attention, and we look forward to assisting you further.

Best regards,

Jokabet Casino Team

Dear Cjono3,

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 Cjono3,

Although it seems as though this issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru