I've had a lovely experience with jokaroom but the KYC has been a nightmare. I've verified everythine back photo of my depositing card which I'm unable to go and get as its in my car in another suburb and covid19 restrictions prevent me from going to get it. So I provided bank statements showing depositing transactions, statements that verify the card is linked to a bank account in my name, screenshots of the card on my banking app. How do I go about this? Do I order a replacement card through my bank or?

Any help would be appreciated.

Dear Mattyeboii,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you spoken to the casino about your issue? Did they recommend you how to get verified in your case? Please, forward any relevant communication between you and the casino to [email protected]. Also I would not recommend you to order a replacement, because you will probably have to start the verification process from the beginning and the casino may accuse you of fraud if you will try to use a different card.

Best regards,

Nick

Hey Nick

Thanks heaps for your reply. The casino support team have recommended me getting a letter from my bank verifying my card which I rang and requested and uploaded today via live chat.

Casino Support have then thanked me for uploading the documents and told me verification could take 24-48 hours and the security team would contact me if need be. I'll let you know if this passes verification or not once I know.

Until we wait for the casino reaction, I will extend the timer by 7 days. Please let us know if there will be any update regarding the case.

Have just received an email from JokaRoom support.

Thank you, your documents have been received and forwarded to our Security Department.

Please note that the verification of your details takes a minimum of 24 hrs.

You will be able to check if your documents have been processed on KYC, alternatively you are welcome to come on chat and enquire, after the minimum waiting time has passed.

You will be contacted by email, only if further documentation is needed.

Regards

Casino support 

Will keep you updated.

Dear matteyboii,

Please do as the casino asked and send them all the required documents. Please keep us updated and let us know if there will be any update in the case.

Dear matteyboii,

Is there any update regarding the case? I'll extend the timer by 7 days. If you fail to answer us we will be forced to reject your complaint.

Best regards,

Nick

Hi Nick.

I'm going to my bank today to get them to write out a letter stating that yes I do own my card and it's all legit as casino support have said that would be sufficient

Dear matteyboii,

Thank you for informing us about your case. I will extend the timer again by 7 days. Please let us know if there will be any update.

Best regards

Dear Casinoguru.

Please close complaint as everything as been resolved with jokaroom.

Thank you

Dear mattyeboii,

Thank you for letting us know that your issue was resolved. Please do not hesitate to contact us if you will come across any trouble in the future.

Best regards,

Nick

www.kpvfaw.com