I had a $900 win and issued a withdrawal of $835 to my bank from joka room account, Being new to joka room I didn`t realize they needed more ID which i provided ( Bank Statement, Car rego ect. ) and was told i would receive the money within 3 to 5 days that was on the 26/05/2020.

Waited the time period and no money appeared in my account.

Contacted Joka room and was asked for a statement from my bank from the time period from the 26th of may to at that time the 10th of June, I suppose they didn`t believe me and my bank told me that is sensitive info and not to give it to Joka room but i want the money and sent it to them anyway. I was told they would escalate the inquiry and

It is now the 12th of june and still no money??.

Dear Dona,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand it correctly that the casino has processed the withdrawal, but the winnings have never reached your bank account? Could you please advise if it were your first withdrawal attempt in this casino? Thank you in advance for your reply. I hope, we will be able to help you to resolve this case as soon as possible.

Best regards,

Petronela

Yes my first withdrawl and on the Joka room account of mine it says its bean sent even with there fee all processed.

I dont know were the money is / gone but not into my bank that's for shore.

Thank you very much Dona for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal. 

Hello Dona,

I looked at your complaint and will do my best to help you. I would like to invite Joka Room Casino into this conversation. Could you tell us the status of pending withdrawal?

Yes I can tell you nothing is pending as far as my bank is concerned. No money in bank account or joka room account so were did eight hundred dollars go??.

I've asked for proof of deposite from joka room and got back a lol from joka room?

We would like to ask the Joka Room Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Viliam,

I was informed by our finance department that the funds were rejected by the bank and has been re-issued with supporting documents as requested by the bank. Client should receive the funds either tomorrow or the day after as it was released by the processor. Since the Covid-19 started we had been seeing a lot of withdrawals being rejected by the bank and then we have to re-issue with full supporting documents. This process is out of our hands and thus leads to major delays.

Regards

Levi

Hello,

Thanks Levi for information. Dona, Casino stated that you should receive your winnings tomorrow or the day after so I’ll now set the timer for 7 days. Please keep me updated when you receive your money.

Dona, did you receive your winnings?

Dear Dona,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.