About a month ago I won $10000, I requested a withdrawal filled out my bank details and was asked to send proof of account using a bank statement. I did this but was told it did not match the account information & was emailed the bsb & account numbers. I told them those where not the details I entered (I still have the email for this conversation) so I canceled the withdrawal & re done it making sure I 100% entered my correct account details, after asking via live chat, if I should submit my bank statement again I was told that was not necessary. However the funds where released to the wrong account. Contacted live chat several times to be told it was released into my account, when I enquired about the bank account it was released to I was told it was in my account only to be told by another supposed person that it was transferred to the account I’d told them was wrong.

an investigation was launched 2 weeks ago (About 25th June 2020) where I was told it should be 24-48 hours before I received any feed back. It’s now been 2 WEEKS & I’m being told it could be more than a month before I get any information on when this problem will be resolved. They seem to think telling me on live chat that I should receive the funds on my end, makes up for all the time I’ve already waited, due to a mistake on there end in the first place.

i understand due to the circumstances at the moment things maybe a little slow but I would’ve thought depositing 10 grand into the wrong account would be a top priority!

Dear Chelsea,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Which payment method you have used to deposit funds into your account? Have you succeeded in withdrawing any winnings in the past? Do I understand it correctly that the account ending *9062 is the correct one, unfortunately the winnings have been sent to the account ending *9407, which is not yours?

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

Best regards,

Petronela

Dear Chelsea,

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.

Hi,

sorry for the late response. The payment method I usually used to withdraw any winnings was the one that sent it to back into the card I have registered with my account & had no issues. But when I won the $10,000 I could not use that method so was advised I had to use the bank transfer method to withdraw. Yes the correct account is the one ending in 9062 & that is the details I entered into the withdrawal and sent a bank statement for. I don’t know how they got that other bank details as I’ve never submitted any bank statement confirming that account.

i filed a complaint with JokaRoom 3 weeks ago & today I received a "proof of payment" email with the funds being deposited into the wrong account. I’ve stated from the very beginning that that was not my account and they still insist that I requested my withdrawal to be deposited into the account ending in 9407 which I never did. I’ve even asked for a copy of the bank statement that’s suppose to verify the account I wanted the money deposited too but am still waiting for a response from JokaRoom.

Regards,

chelsea

Thank you very much Chelsea for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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 would like to ask Joka Room Casino to join us and help to solve this problem. Is there any update regarding the investigation?

The most recent update as of last night is that I now need to give the "proof of payment" to my bank and ask them to do a trace to prove the funds were not deposited into my account, even though I already know it wasn’t as the account number they deposited into was not the one I requested or provided a bank statement for. I have asked for a copy of the bank statement that should’ve been provided to them before they released the funds but did not receive any reply

New update. The finance team are insisting on me providing proof of the payment not being deposited into the account they released the funds too but as it is not my account and I do not have access to it I can not provide this information. I’ve been telling them from the beginning that they deposited into someone else’s account but they still insist I need to provide proof. I’ve asked for a copy of the bank statement I should have provided to verify the account details but still have not received anything. It’s quite obvious to me that there has not been any sort of proper investigation into how the funds got released into an account no bank statement was provided for instead just an investigation to say the funds where deposited. Will keep you update in any new developments.

Dear Chelsea,

is the chat you have provided from the casino? They sent you that conversation with Ryan F*****?

Hi. Yes that screen shot of the chat with Ryan F***** was provided with that email sent to me from Missy from Joka Room. I’ve replied to that email asking who Ryan is as clearly that is not my name or email. I have not received a reply from them yet. I asked if that is confrimation that they actually sent the funds to someone else. She’s saying I confirmed the bank details in chat but did not provide me with any screen shot only the one I have sent you. I just want to know I never confirmed my details in chat as I was asked to send a bank statement & I’ve only sent 1 statement with my name, address & my bank details .

regards,

chelsea

Hi Nick,

Apologies for the late response. We can confirm that the chat sent to client was indeed received in error and that we have not spoken to the wrong person. The client confirmed on the 14/07/2020 via chat to our agent the BSB details where the funds should be paid to and have also uploaded proof of account details of which I have sent to you to review. We have only acted on what the client requested and have so believe done correctly.

Regards

Levi   

Hi could I please see what proof of confirmation you keep insisting I sent yous? As I have emails from the very first time I tried to with draw the funds stating that those were not my account details nor were they the details I entered. I never confirmed my bank details via chat. The only times I’ve spoken to anyone via chat was to ask when the money would be received, what account it was deposited into & do I need to send a bank new statement. I’ve never sent you anything to confirm that those were my account details. I’ve only ever sent one bank statement and have never confirmed any banking details via chat as yous requested a bank statement. The freebie mentioned in the emails were also not received by me.

regards,

chelsea

Dear Chelsea,

I've sent you an e-mail. Could you please give us any explanation of the content?

After further investigation of proofs from both sides, the case is still very unclear.

The proof from player shows us, that she asked the casino to send the money to the account ending with *9062. These e-mail conversations happend between 10-13th of June.

On the other side, the casino has sent us proof of live chat conversation with the player which happend on 14th of June, that he requested a withdrawal to the account ending with *9407 - which the player claims is the wrong account and that she never had this live chat conversation with the casino.

However, the proof sent us by the casino of the live chat conversation also includes an attached "bank statement". This bank statement seems very irrelevant and should not be accepted as a proof for verification - it does't include any name/address/payments.

We would require more proof from the casino. It's unclear where did the casino get the bank details for the account ending in *9407. Did the player ever used this account to deposit to the casino? Is there any proof that the player sent you some kind of verification with these details?

Hi guys,

We are in talks with the finance team and will revert back.

I'm now extending the timer by 7 days untill we wait for the casino to collect all the necessary information.

As we haven't received any answer from Joka Room yet, we will extend the timer by 7 days. If the casino fails to answer in the given time frame, the complaint will be closed as "unresolved"

Hi,

so I emailed JokaRoom as I don’t understand why they haven’t replied on here yet and the person who replied said the funds were deposited into my account (ending with 9062)?

It’s quite clear to me now that JokaRoom seems to be trying to avoid this issue as 2 weeks without a response is really pathetic. Anyway I received another reply from someone at JokaRoom through the email (so I don’t know why no one has repnded to this complaint on here) where they are insisting some payment was made to my account to which they then said there is no more details. So by the screen shot I’ve attached why is there 2 different versions of events as on here & previous emails they are insistent that it was deposited into the account ending in *9407 but in these recent emails they’re saying it was deposited into my account which ends in *9062 is this a scam site where you don’t pay out large winnings or what? Then when complaints are made & your "proof" doesn’t add up you just ignore it?

I was speaking to someone on JokaRoom chat last night that said he would be escalating it to the finance team... Again!! He said to wait 24 hours for a response but just like how we haven’t received a response on here I suspect I won’t receive a reply from them. They also requested bank statements from June till now which I happily supplied as there is no deposit of the $10,000 into my account. I still haven’t had a reply through the email I sent a couple days ago. I don’t understand if JokaRoom supposedly had proof that I requested the withdrawal to be deposited into a different account why have you not responded and keep avoiding the issue?

Hi guys,

Apologies can we have some more time as im almost done with the info.

Regards

We are now waiting for evidence from Joka Room Casino. Extending the timer by 7 days.

Hi guys,

Our finance team has initiated a re-call and we are still waiting for feedback. The account as per our finance team is registered under the clients details.

Regards

Levi

Could I ask how they were registered under my details as when Joka Room requested my bank statement via email I told them through there that the account they had requested a statement for (ending in 9407) was not mine? In that same email the response was that the account had been confirmed (but I assumed it was confirmed for my account ending in 9062) this conversation happened from the 10th to the 12th of June (am happy to supply those emails again), but the transcript that Joka Room sent to Casino Guru said that the account was verified on the 14th through chat? So I still don’t understand how the wrong details were accepted even after I said that account was not mine. It doesn’t make sense why I would deny those details on the 10th then all of a sudden say they were mine on the 14th even though I know that’s not my account?

am glad we are finally getting somewhere & hoping for a good outcome.

I'm glad too that we are making a progress. I'll now extend the timer by 7 days. Joka Room please let us know if there will be any update. I hope we will be able to help the player to receive his winnings on the right account.

Best regards,

Nick

Hi,

just wanted to let everyone know that I have received my money & really appreciate all the help Casino Guru.

thanks,

chelsea

Hi guys,

I'm glad to hear client has received the funds.

Regards

Dear cswt,

Thank you very much for letting us know that your case was resolved. Please do not hesitate to contact us if you will come across any trouble in the future, we will gladly help.

Best regards,

Nick

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