Have a question?

Account

I can’t sign in. How do I reset my password?

Select “Forgot Password?” on the login page and follow the instructions. After the update, you will receive a confirmation email.

How do I update my email address?

You can change your email in Account > Profile. If the email has already been verified, please reach out to Support.

How can I update my phone number?

You can change your phone number in Account > Profile. If it has already been verified, please contact Support.

How can I change the country on my account?

For security purposes, the country associated with your account cannot be modified. If you have relocated to another country, please contact Support for assistance.

Why was my account suspended?

Your account may be suspended due to security checks, duplicate accounts (for example, another account linked to your device, IP address, or browser), or other violations of our terms. Please contact Support for clarification.

How can I close my account?

You can activate self-exclusion at any time by visiting your profile and choosing the “Self-Exclusion” section. If you want to permanently close your account, please contact our Support Team via Live Chat or email us at [email protected].

Can you remove all my data from your website?

We are required by law to retain your data for 5 years after you stop using our services. For additional details, please review our Privacy Policy.

Why am I charged every month?

If you do not log in for 12 consecutive months, your account is marked as inactive. A monthly fee of €10 may be charged at the start of each month (or the remaining balance if it is lower).

How do I manage my account balance (for example, bonus funds and real money), and where can I view my transaction history?

1. Login:
   Go to the casino website and sign in to your account.
2. Open Account Management:
   Navigate to the “My Account” section, usually доступний через іконку профілю або меню.
3. Find Transaction History:
   Within “My Account”, look for sections such as “History”, “Transactions”, or “Account History”.
4. Review Transactions:
   Open the relevant section to see your transaction records. This can include categories such as:
   Deposits: All funds added to your account.
   Withdrawals: All withdrawal requests submitted.
   Game History: Details of your bets, spins, and other game activity.
   Other: This section may include additional transaction types.
5. Filter and Sort:
   You may have the option to filter transactions by date, type, or other parameters to quickly find specific entries.

How can I subscribe to web push notifications?

When you visit our website, allow browser notifications when prompted. If you skipped this step, you can enable notifications manually in your browser settings under the “Notifications” section and allow them for our website.

How can I contact the Support Team?

You can reach Support via the email listed on the website or through Live Chat. You may also follow us on our social media channels.

Bonus

Where can I view my bonuses/Free Spins?

Open the top-left menu by clicking the button with three lines, then select “Bonus Hub” from the sidebar.

How do I activate a bonus?

Go to the Bonus Hub, choose the bonus you want, and click “Activate”.

Which games can I play with a bonus?

Unless stated otherwise, all bonuses come with “Standard Wagering” terms, which allow you to place bets on Slots games. Please note that eligible games may vary depending on the offer, so we recommend checking our Bonus Policy by clicking here to avoid confusion.

What is the difference between real money and bonus money?

Real money is the cash you deposit yourself, while bonus money requires wagering before it can be withdrawn.

As long as you have real money on your balance, the bonus will not be wagered, and any winnings will be credited as real money.

Bonus wagering starts only after your real balance has been fully played and you begin using the bonus funds.

What is wagering, and how do I wager a bonus?

Wagering is a requirement that defines how much you need to bet before you can withdraw winnings earned with bonus money. It is usually shown as a multiplier and includes a time limit that you must meet, otherwise the bonus funds may be forfeited.

How do I turn bonus money into real money?

To convert bonus money into withdrawable funds, you must complete the wagering requirements. Here is how it works:

• You need to place bets totaling X times the bonus amount.
• Winning or losing does not matter – every placed bet counts toward wagering.
• You always play with real money first, followed by bonus funds.
• After completing the wagering, bonus winnings become available for withdrawal.
• If you cancel a bonus before meeting the wagering requirements, both the bonus and related winnings will be lost.
• Different game types contribute differently to wagering: Slots – 100%, Bonus Buy games – 50%, Live – 10%, Instant win – 5%.
• You can track your wagering progress at any time in the Bonus Hub.

How do I cancel a bonus?

Go to the Bonus Hub and click “Cancel”. If you cancel a bonus after you have started playing with it, the bonus and any winnings linked to it will be lost permanently.

How can I get a bonus code?

Bonus codes are provided by affiliate partners before registration. After registration, all available promo codes will be sent to your verified email address, unless you have unsubscribed.

Can an expired bonus be restored?

If the bonus was not used and expired within the last week, please contact Support for assistance.

How can I receive Cashback?

Your Cashback percentage is based on your total deposits from the previous week and is calculated according to your real losses during that time. If your deposits are lower than your losses, the Cashback will be calculated from the deposited amount.

Cashback is credited after the calculation is completed. It is calculated from losses (or their equivalent) incurred during the previous week, from Monday at 12:00 AM (UTC) to Sunday at 11:59 AM (UTC), and applies to slot games only.

Deposit

How can I make a deposit?

Visit the “Deposit” page to see the full list of payment methods available in your region.

The minimum deposit is usually €20 (or the equivalent in your currency), but this amount may vary depending on the selected payment method.

How can I deposit using crypto?

Open the “Deposit” page and select “Crypto”. Follow the instructions to generate a wallet address for your transfer. Make sure the deposit amount meets the minimum requirement and that the coins are sent using the correct network. For example, USDT ERC20 must only be sent to a USDT ERC20 address.

How long does a deposit take?

Bank transfers are generally completed within 24 working hours, but depending on your bank’s processing time, they may take up to 5 business days.

E-transfers are usually processed within 24 hours, although in rare cases they can take up to 2 business days.

If your deposit is taking longer than expected, please contact our Support Team for help.

How does the Bonus Code section work in the “Deposit” tab?

Enter the code on the deposit screen before confirming your payment. You can also click “(i)” to see more information about the bonus. If you do not want to use any available bonuses, simply select “I don’t want any”.

Why can’t I make a deposit?

Check the error message for more details. Common reasons include insufficient balance, reaching Responsible Gambling limits, too many failed attempts in a row (which requires waiting before trying the same method again), or an incomplete 3DS verification.

If the issue is still unclear, please take a screenshot of the error message and contact Support for further assistance.

Why can’t I pay with my bank card?

Your card may be expired, unsupported, or blocked for gambling transactions. Try using a different card or another payment method.

If this is not possible, please contact Support for additional help.

How can I add another payment method?

We are constantly improving our payment options. Please send your suggestion to us by email at [email protected].

I have reached the maximum number of cards. What should I do?

This usually happens when multiple virtual cards are used. Please contact Support, explain the situation briefly, and let them know which accounts you no longer use.

Can I set limits on my account?

Yes, you can. We are committed to providing a safe gaming environment. You can set deposit limits in the personal settings section of the cashier. You can also apply other limits, such as restricting account access for specific periods of time. These options are available in the “Gambling Limits” section. For more information, please refer to our Responsible Gaming page.

How will I know if there are any processing fees?

If applicable, any processing fees are clearly displayed during the deposit process. If your bank account currency differs from your casino account currency, your bank may also charge additional fees.

Verification

Do I need to verify my account? How can I submit proof of identity?

You will be asked to provide documents when required. This process is carried out in accordance with regulatory requirements.

Go to the verification section in your profile and upload a valid ID (passport, driver’s license, etc.). Please make sure you allow access to your camera.

Why do I need to verify my account again?

For security purposes, we may request additional verification if you use a new payment method or make certain changes to your account. This is part of our compliance procedures.

How long does document verification take?

The verification process can take up to 24 hours. Please ensure that all required documents have been submitted. If it takes longer, contact Support.

What is proof of deposit? How is it different from a bank statement?

Proof of deposit refers to a single transaction made from your bank account to your casino account. It can be provided as a screenshot or a PDF file. This transaction should be visible in your transaction history within your banking app or e-wallet, depending on the payment method used.

A bank statement includes your full name, account number, and several recent transactions. It helps confirm that you are the sole owner of the account and ensures secure withdrawals. Bank statements are usually uploaded from online banking in PDF format.

Why am I having problems verifying my ID?

Please check the file format and size, and try again using a different browser or device. If the problem continues, contact Support.

Why were my documents rejected?

Please make sure that:

• Images are clear and not blurry;
• Documents are valid and not expired;
• Document details match the information in your casino profile;
• Bank statements or proof of address documents were issued within the last three months.

How secure are my personal details?

The Jokabet brand takes extensive measures to ensure that your personal and financial information remains fully secure and confidential. We use industry-standard security protocols. The connection to this website is encrypted and authenticated using TLS 1.2, ECDHE_RSA with X25519, and AES_128_GCM. This ensures that all transactions, including deposits and withdrawals, are processed in a secure environment and that your information cannot be intercepted by anyone other than the Jokabet brand during transmission.

Withdrawal

How can I withdraw my money?

Open the Withdrawal section, select a payment method, enter the amount, and confirm the request.

What is the minimum withdrawal amount?

The minimum withdrawal amount depends on the chosen payment method, but in most cases it is €50 (or the equivalent in your currency).

How long does it take to receive a withdrawal?

Most withdrawal requests are processed within 24 business hours after approval. Delays may occur due to verification requirements, high workload on the payment provider side, or technical factors related to your bank.

How can I check my withdrawal details and status?

You can view the status in your profile > Transactions History. If the status remains pending for an extended period, please contact Support.

Why can’t I withdraw my funds?

Please make sure your account has been verified (if requested by the Payments Team), all bonuses have been wagered or canceled, and that you are using an eligible payment method.

How will I know if there are any processing fees?

If applicable, any processing fees are clearly displayed during the withdrawal process.

Specials

Where can I find the Minigames section?

Open the menu in the top right corner and select “Specials” to access the minigames.

How do I use my Coins?

Coins can be used to purchase Bonuses and Wheels in the Specials section.

How do I play lotteries?

The lottery runs weekly and is open to all players. In the “Deposit” tab, you can see how many tickets you will receive based on the selected deposit amount. One ticket usually costs €10, and there is no limit on the number of tickets per player.

After the lottery ends, prizes are usually credited within 1-2 business days.

How do I join tournaments?

To take part in tournaments, first review the Tournament Rules available in Specials -> Tournaments. Then select a tournament and check the participation requirements. In most cases, clicking the “Opt-in” button is enough to join.

I did not receive a Wheel spin after depositing.

Please ensure that your deposit meets the required conditions. Wheel spins may take a few minutes to appear, so refreshing the page is recommended. If the spin is still missing, please contact Support.

Games

How can I find a game in the app?

You can search for the games you want by clicking the Search button at the top of the page.

Can I try a game without making a deposit?

Yes, slot games are available in demo mode. Simply select the game you want to try and click “Play Demo”.

Where can I find information about game rules, demo mode, and available features (for example, the Minigame section)?

You can review details about the games you have played, including bets and results, in the “Casino History” section of your profile. To explore features such as minigames, go to the Specials section in the main menu. There you will find options like Wheels (Fortune Wheel minigames) and Missions, which explain available features and how to earn Coins. For specific game rules or demo modes, open the game you are interested in and look for an information or help icon within the game interface. To browse minigames and shop options, visit Specials – Store.

Why is this game not working?

The game may be temporarily unavailable due to maintenance by the game provider. Other possible reasons include Responsible Gambling limits, account suspension, or country restrictions set by the provider. Please try again later. If the issue continues, contact Support for help.

An error occurred while playing. Why did this happen?

Try refreshing the page and clearing your browser cache. Also, make sure you have a stable internet connection.

If the issue persists, please contact Support and include a screenshot or the error message.

What should I do if I encounter errors while playing a game, and can I stop a game in progress?

You can press the Stop button at any time during a spin. If the game freezes during a bet, we recommend closing the software using the Task Manager (Activity Monitor on Mac). Press CTRL+ALT+DEL at the same time to open the list of options, then select Start Task Manager. When you log in to the casino again, the game session will resume.

Which game providers are available in your casino?

We offer games from providers such as Amaya, NextGen, NetEnt, WMS, Evolution, and many others, so you can always find something that suits your preferences.

Sportsbook

How can I place sports bets?

Select a sport, choose a match, pick the odds, and add them to your bet slip. Enter your stake and click “Place Bet”.

How do I use a freebet?

If you have received a freebet sports bonus, follow these steps to use it:

• The freebet is valid for 5 days from the moment it is credited, so make sure to use it before it expires.
• You can place bets on any sports event using the freebet.
• Your bet must include at least 2 events.
• The total odds must be 3.00 or higher.
• When placing the bet, remember to click the gift box icon next to the Place Bet button to apply the freebet.

If your combo bet is successful, the winnings, excluding the freebet stake, will be credited to your account as real money.

Where can I find football matches to bet on?

Go to the Sportsbook and choose the “Football” category. You can filter events by league or specific matches.

Why can’t I place a bet on football?

The match may be suspended, unavailable in your region, or your bonus might not be valid for that market. Please review the bonus terms or contact Support for assistance.

Why was my bet cancelled?

Bets can be cancelled due to match cancellations, incorrect odds, or technical issues. You will be informed of the reason.

How can I find and place bets on different sports, including eSports, and take part in competitions?

Go to the “Sports” section and select the sport and event type you are interested in. You will then see the available markets and betting options. To participate in competitions, visit the “Promotions” page, choose a challenge you like, review the rules, and enjoy taking part.