I submitted all the documentation necessary through their KYC. In the uploading of credit card documentation I couldn't continue because it said the photo of the keycard exceeded the size limit. So I cropped the photo but the numbers still remained visible and they said it wasn't acceptable to be cropped. Now I go into reload and I can't because it already has the old pictures in it. They send me another email.

Dear Tracey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC account verification is a very important and essential process, during which casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. It's common that they request some documents repeatedly.

Afterwards, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account.

Please let us know if this information was helpful. Looking forward to hearing from you.

Best regards,

Nick

Dear Tracey,

Thank you for keeping us updated. Are you trying now to withdraw your money or your issue was related only to KYC verification?

Best regards,

Nick

I tried to go into the JokaRoom Casino website this morning and it says "it is no longer in operation" we are sorry for any inconvenience. Please contact us at [email protected].

These people have all my details and Identification of licence and credit card.

Dear Tracey,

We are receiving many complaints with the same issue. As far as we know you will be still able to withdraw your winnings through their support. We experienced the same issue with their sister casino, and later we found out they are only re-branding - different site/name - but your account should be still available there. I would recommend you to withdraw your money or wait a few days to see how the current situation escalates. Let us know how will you decide.

Best regards,

Nick

and how am I supposed to withdraw the money if I can't get into the website?

As I mentioned in my previous response, you should be able to withdraw through their support.

I've sent an email to [email protected] and they called me to say they were sending me a link. I think this is a scam. No-one has sent me anything and you don't seem to be able to help either. People have got my bank details and licence and I cannot seem to make headway. All I'm getting is railroaded.

Many player complains about Joka Room at the moment, but most of they could withdraw their money. And as you see you could also reach them. I'm sure they will allow you to cash out your balance there. It's maybe harder to contact them at the moment as their site is currently down.

This is all a scam. Casino Guru keeps you hanging and hopeful whilst JokaRoom Casino waits to take money from your account.

Now I have to close my account and change my licence.

I will be really putting this out on social media and to the relevant legal entities about this scam.

Never again!!

Dear Tracy,

Is there any update regarding your case? If you are still having issues, we will try to contact the casino, but can't promise you for sure that they will answer.

Best regrads

Dear Tracey,

We haven't receive any answer from you. Please note, if you will fail to answer is within the next 7 days, your complaint will be rejected.

Best regards,

Nick

You have no intention of following through with my complaint. I have been told by other people this is a scam that works in with JokaRoom to stop you from receiving a payout. I have placed A complaint with consumer affairs and the federal police. So I'm sure i won't hear from you again.

Dear Tracey,

We do not take any payments for picking sides. Joka Room is not always responsive to us that's why I recommended you to contact them throu their support. As you have not been cooperative with us and your behaviour is offensive, I'm now forced to reject your complaint.

Best regards,

Nick