ENCERRADO: [devido à inatividade do remetente e do casino]: Casino Jokabet - Problema com a conta

Título: Injust account closure and confiscation of accumulated Rakeback/Cashback. ​Texto: ​"My account was suspended by a support agent named Tainá immediately after I complained about a sudden change in the Rakeback/Cashback system. The casino changed the reward from real money to 'points' without prior notice. ​As shown in my screenshots, their own website still advertises Rakeback percentages for the 'Gold' level without stating they are points. I have accumulated approximately €400 (€200 cashback + €200 rakeback) that the casino is now refusing to pay in cash. ​The support agent admitted the system 'changed recently' but instead of solving the issue, she closed my account as a retaliation for mentioning my consumer rights. I demand the reopening of my account and the payment of my earned rewards in cash, as advertised when I made my deposits."JOKABET.COM ES LA PÁGINA

Quantia disputada : 400€

Casino: FortunePlay Casino

Caso #: 3966

Hello Mrc03,

Welcome to our forum.

Please note that, according to Jokabet’s Terms & Conditions, Spain is listed as a restricted country:

Also, could you please confirm whether you may have used a VPN at any point while accessing the casino?

Additionally, if you have any more screenshots of your communication with their support team, we kindly ask you to share them with us via private message especially where they explain the exact reason for closing your account.

As stated in their T&Cs (as shown in the screenshot we attached):

The Casino cannot guarantee the successful processing of withdrawals or refunds if the player breaches this policy of the T&C.

Because of this, the options on our side may be limited. However, we will still contact the casino rep to request clarification on your case and will update you as soon as we receive any feedback from them.

Thank you for your understanding and cooperation.

Hello Mrc03,

We haven’t received an explanation from the casino regarding your case. However, as previously mentioned, Spain is listed as a restricted country according to the casino’s Terms & Conditions, and the casino cannot guarantee the successful processing of withdrawals or refunds if the player breaches this policy.

Because the casino is acting in accordance with its T&Cs, the options on our side may be limited.

Thank you for your understanding.

Since we have not received any further response from the member Mrc03, no additional clarification has been provided by the casino, and considering that the casino appears to have acted in accordance with its Terms & Conditions in this case, we will proceed with closing Case #3966.