CLOSED: [due to the casino's unresponsiveness]: Jojobet Refusal to Pay 10,000,000 TRY - Misleading Use of FCA/FSC Licenses

I am reporting a severe case of fund confiscation by Jojobet involving 10,000,000 TRY (approx. $290,000 USD).

Hello Roni Kaplan,

First of all, welcome to LCB.

We’re very sorry to hear about your situation. Please note that we do not have this brand listed.

To better understand your case and see how we may assist you, could you please clarify what exactly happened with the casino? What led to the confiscation of your funds?

Additionally, we kindly ask you to provide the following details:

- Is your casino account fully verified?

- Did the casino give you a specific reason for the confiscation?

- Do you have any email correspondence or chat transcripts with the casino regarding this matter? If so, please share them with us.

Please note that LCB handles player complaints related to specific issues faced within online casinos, such as pending withdrawals, KYC problems, confiscated winnings, bonus disputes, and similar matters.

However, regarding the concerns you raised about financial licenses and regulatory matters involving third-party entities, this falls outside the scope of our complaints team. Since you have already submitted formal complaints to the Financial Conduct Authority (FCA) in the UK and the Financial Services Commission (FSC) in Mauritius, they are the authorities to investigate and determine any regulatory violations. Unfortunately, we are not in a position to intervene in those proceedings.

That said, we are here to review your dispute with the casino itself, so please provide the requested details and we will do our best to assist you further.

Thank you.

Hello LCB Team,

​Thank you for your response. Based on your questions, I am providing a detailed account of the incident, including a critical technical violation by the casino:

​1. What exactly happened?

On December 29th, I was playing with bets between 1,000 TRY and 2,000 TRY. I was suddenly and forcefully logged out of my account. When I regained access shortly after, my balance of 10,800,000 TRY had been reduced to just 500,000 TRY.

​2. Casino's explanation and Lack of Records:

I immediately contacted Live Support. They claimed that approximately 10,000,000 TRY was lost through bets of 20,000 - 30,000 TRY within a 25-30 minute window while I was locked out.

​Crucially, when I officially requested the game logs and betting history for December 29th, the casino replied that "no such history exists for that date." This is a technical impossibility for any licensed operator. The refusal to provide these logs is a clear admission that the funds were manually removed from my account without any actual gameplay.

​3. Account Verification:

My account is fully verified (KYC approved). I have been a loyal player and never had any issues until reaching this 10 Million TRY balance.

​4. Regulatory Action (Tobique Gaming Commission):

I filed a complaint with the Tobique Gaming Commission. They gave Jojobet a 7-day deadline to respond, which expired on February 21st. Since then, the Commission has remained silent and failed to take any enforcement action, suggesting a total lack of oversight.

​5. Evidence:

I have screenshots of my balance prior to the incident and the chat transcripts where they admit the lack of records.

​I am asking for LCB’s intervention to hold Jojobet (Ultima Entertainment Ltd) accountable for what is clearly a manual seizure of 10 Million TRY disguised as a loss.

Here are the screenshots of my earnings and the messages where they said they didn't give me my game history. 

Hello Roni Kaplan,

Thank you for the additional information.

As previously mentioned, this brand is not currently listed on our site, and we do not have direct communication with their casino representative. However, we will contact them and request clarification regarding your case, so please send us your casino username via private message.

Thank you.

Hello Roni Kaplan,

Thank you for sending your account details. We will contact the casino and request further explanation.

Please make sure to follow this thread for further updates. We will inform you as soon as we receive a response.

Hello Roni Kaplan,

We’ve sent a reminder to the casino as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

I contacted live support. They told me the money had already been spent playing games. I asked for my game history, but they said they couldn't provide it. Later, when I contacted them again, they said someone else had accessed my account. They just make excuses and then kick you out of live support. 

Hello Roni Kaplan,

Could you please forward us the screenshots of your conversation with the casino, especially the parts where they provided different explanations?

Thank you in advance.

Here are my correspondences with Jojobet.

Hello Roni Kaplan,

Please check your PM, as we have sent you the instructions on how to upload a screenshot.

Thank you.

Hello Roni Kaplan,

Unfortunately, we have not received any response from the casino so far.

We have sent them another follow-up email in the hope of receiving a reply this time, so that we can find out more details regarding your case.

Thank you.

Hello Roni Kaplan,

Since we never heard back from the casino, we would need to close the complaint due to the casino's unresponsiveness.

If they respond at any time, we will reopen the thread.

Thank you for your understanding.