hi there,

I made a withdrawal for the amount of $10,000 before I went to bed. My phone was accessed by my son's friend WITHOUT my consent and without my knowledge at some point through the night. When I awoke he explained he had not been able to sleep and wanted to browse the internet. He saw my phone on charge and accessed my phone. The last thing I did on my phone was withdraw my winnings.

I contacted jokaroom immediately to explain what has happened and they just blatantly gave me the runaround for a week before emailing me to say they would not be able to reverse what has happened. This was NOT my fault. I had NO CONTROL over what had happened. It was a horrible unexpected accident. Cant anything be done at all? Please help.

Dear Judith,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:

"The player shall not allow any other person or third party including, and without limitation, any minor, to use or reuse the player's account, access and/or use play any games, accept any prizes/winnings, or use any information or materials from the website."

Although I would really like to help you, this term was breached, therefore I am not able to do more for you in this case. The casino is not responsible in any way that someone else used your account and you should keep your devices safe and away from other people.

Please do not hesitate to contact us if there is anything else, we could do for you, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Best regards,

Kristina

Dear JJ2610,

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

Dear Casino Guru,

I understand that a clause was breached but this isn't your usual case of the player being careless.

My phone was used WITHOUT my consent. My account was accessed WITHOUT my knowledge and of course without my consent.

I would never let a minor OR ANYONE play my account and i am definitely NOT silly enough to gamble away $10,000 simply for the fun of it.

Times are tough and COVID-19 is prolonging the toughness.

Please help me with my withdrawal request. I honestly don't know what else I can say.

Thank you.

Regards,

jj2610

JJ2610, I really hope you understand, that Joka Room isn't in any way responsible for your device and who is using it. Your withdrawal was canceled and the money played. Unfortunately, in this case you are not entitled to a refund. Please be more careful in the future to avoid a situation like this and keep your phone away from other people.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.