playing live baccarat, after placing my bet , no bet approved screen came up after the timer finished, but my balance is showing less my bet and the bet amount, once game has played through, "your bet is not approved " sign comes up. My bet amount goes to zero and back onto my balance and within a second it is removed again. this has happened many times so i have recorded my games when this occurred and i have video footage of this happening on several occasions. i have forwarded these videos to the complaints department of the casino and they have told me everything is fine and nothing wrong. they obviously deny what is happening in the video and i feel this is SCAM

Dear 370zgemini,

Thank you for submitting your complaint. I’m very sorry to hear about your bad experience. Did some of your real money balance disappear or your bets just weren’t accepted at all? Please, could you forward the video recording together with any relevant communication between you and the casino to my email address [email protected]? Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much 370zgemini for sending me video recordings. I will now transfer your complaint to my colleague Matej 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.

Hello 370zgemini.

I checked your videos, and I can see your point. Do you have access to your game log? I would like to compare the session on video with data from your game log. Could you please forward on my email the official answer from the casino? ([email protected])

Thanks.

Good day Ermin, 

Trust you are well.

We have checked and can confirm that our gaming provider has checked the videos that you have sent and there are no missing winnings. All matters are now closed.

We strive to ensure you the best online gambling experience. We also back our services with a 24-hour toll free help desk service. Contact us 24 hours a day, 7 days a week if you have any queries or suggestions. 

?

Regards, 

William

hi l have underlines in yellow the transaction log for each of the games. Look forward to your assistance.

I would like to ask casino representatives to look carefully on the video here: http://leteckaposta.cz/751158525

And explain to us the situation on the video, what happened there and why.

Thanks.

Any idea why the round ID from player's video is not listed on his screenshots? (looks like missing completely)

He sent us more videos, and we were able to identify rounds from them on the screenshots.

370zgemini do you have somewhere in your log session with round ID 1010817869?

The round ID on the video is on the screen shot. I have circled it in yellow

Sorry l didn’t play that game 1010817869. So l have nothing in my log history

Game 1010817851. Is the real interesting one. I place my $10 bet on player my bets not approved Player wins and l still lose my money. You can see very clearly in the video my balance increased by $10 and then gets taken away.

Yes, that's why I chose a video from this round and posted it to the complaint because it is clear that there was a deduction, but all financial operations should be logged somewhere. That's why I was confused when I didn't find that round in your game log. I hope that the casino will be able to explain this.

The explanation l got was that there are nothing wrong with the transactions. The same thing occurs in all the other 3 videos but my bet is on a loser. Bets are not approved but money still comes back to my balance and then disappears.

This issue also occurred when playing black jack. $500 on three boxes a total of $1500 and the game froze. Next l recieved this message and when l refreshed the screen l lost the $1500 from my balance. Unfortunately l don’t have any other screen shots. But this occurred exactly three times. Their response was the same. All transactions are correct.

We are currently investigating this with the provider of the game. We provided the Game ID along with the video you provided . We do see you raised up 3 bets of $500 each that you did not completed but were deducted. Do you have any round ID's for those so we can escalate them as well to find out what occurred. We greatly appreciate the information you have provided thus far.

This is what l found from my log hope this helps

370zgemini, we do not see any attached information based on your last message? Can you provide what you found on your Log report which we can then escalate this through to the provider.

Joka Room Casino Team, did you find anything?

Hi guys,

Apologies for the delay. We have received our info back from the gaming provider. The $10 bet for the vivo round VIVODESK-795 that has not completed has been credited to the players account. For the inconvenience we have also credited the player with a $100 to his account. We can confirm as per the gaming provider that there are no funds

Hi Guru

Thank you for your help in achieving some result even though they had rejected all my claims in the past. Their $10 refund with $100 inconvenience credit is a little slap in the face considering all the other times this has occurred but unfortunately l can’t prove it with any footage or logs. I have lost an estimated $3500 due to money disappearing from my account from incomplete games and games been frozen.

cheers

Hi Guru

There are several times this inconsistency has occurred but they have only excepted liability with only one case. That’s not good enough in my opinion. I sent videos where l have $100 bets. What do you think?

Well, first of all - we would like to hear from casino some explanation what happened, why—if this was a single incident or all players had this issue? Then I believe that money can't just disappear and there must be a log from which the casino can identify all wrong rounds and make a proper refund.

I would like to mention that recently we received several complaints from Australian players about unauthorized transactions and we also didn't hear any explanation. Until all the cases are adequately investigated, we cannot give the casino a good rating.

Thank you Matej

l hope we recieve a valid explanation. I didn’t think l was the only one having this issue.

Cheers

Hi guys,

This was the first complaint we have received for this game. We do apologize in the delay in having the issue resolved, but we have to make sure that when we respond that the info we receive back from the provider is accurate and correct. We have been trying to make contact with our client so we can have some sort of compensation agreement. The $100 that was given as a goodwill gesture and not to finalize. I would like to make contact with the client and will try again by telephonic attempts.

Regards

Levi

Hi Levi

l recieved a message on my voicemail it wasn’t clear if it was you or not, the only thing l understood was they said they were from vip Jokaroom. I didn’t answer the call because it was a private number. I don’t answer to private number but if you call again l will answer or you can provide me a number l can call.

regards

emin

Emin, let us know when you make a call with the casino.

Hi Matej

l have spoken with Jokaroom and they are very apologetic regarding my experience and will be getting back to me with an answer today hopefully

cheers

Hi guys,

I can confirm that we are in communication with the client and a resolution to follow.

Regards

370zgemini let us know when you will make some progress or reach an agreement with the casino.

Thanks

Hi guys,

We have made an agreement and await clients response.

Regards

Hi

we have come to an agreement but lm still waiting for the casino to to full fill the second half of the agreement.

thanks

No problem, we let the complaint open until you confirm that the problem is solved to your satisfaction.

Hi

its me been over 5 business days and l am yet to recieve the amount agreed to be paid in my banking account.

Hi guys,

Our records shows that the agreed amount has been actioned on the 27 June 2020. Its is still successful on our side. Can you supply us with a bank statement so we can verify.

Hi All

l can confirm all agreements have been fulfilled. Though it took great effort for my case to be believed l Really appreciate everyone involved for a positive outcome. Now l am confident with Jokaroom.

thank you

Dear 370zgemini,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.