Good evening.

I was informed by the casino that I would receive a transfer of € 510 in my account within 5 working days.

today I received only 330 € replaced by them in my account.

I have several prints of messages exchanged with them through the chat, to which they have a terrible service is a huge waiting time, where they confirm the transfer in the amount of 510 €.

I can send you everything.

I got in touch with them again, and the answer I received was that I have to wait for a contact because they don't know how to explain why I only received that amount.

my bank indicates that there is no pending amount for me to receive!

I need your help in dealing with this urgent situation.

we would talk about a very big difference.

anyway I do not recommend this site to anyone, because in addition to a terrible treatment to customers. They never know how to give answers and what they communicate doesn’t match what customers receive.

Boa noite.

fui informada por parte do casino que iria receber uma transferência no valor de 510€ na minha conta no prazo de 5 dias úteis.

hoje recebi apenas 330€ repostos por eles na minha conta .

tenho vários prints de mensagens trocadas com eles pelo chat, ao qual teem um péssimo atendimento é um tempo de espera enorme, onde me confirmam a transferência no valor de 510€.

posso enviar-vos tudo.

entrei novamente em contacto com eles , e a resposta que recebi foi que tenho de aguardar um contacto pois n?o me sabem esclarecer o porque de só ter recebido esse montante.

o meu banco indica que n?o está nenhum valor pendente para eu receber !

necessito da vossa ajuda no tratamento desta situa??o urgente.

meáramos a falar numa diferen?a bastante grande .

de qualquer forma n?o aconselho este site a ninguém , pois para além de um péssimo tratamento aos clientes . Nunca sabem dar respostas e o que comunicam n?o bate certo com o que os clientes recebem .

Dear Mcmp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand it correctly that you have requested the withdrawal of €510, but only €330 was received?

You mentioned you have contacted the casino regarding this issue. Please forward any relevant communication between you and the casino to [email protected] (or, alternatively, post it here).

I will be waiting for your reply patiently. Thank you in advance.

Best regards,

Kristina

Additional infromation from the player (from an email):

"Good night, following what was explained to you, I should have received the amount of 510 € as shown in the prints that I send as an attachment, I only received 330 € as my bank statement proves.

It is impossible to reach out to them, do not respond to emails and in the chat they are super arrogant is nothing helpful. They never answer my questions directly and often turn off the chat and put me on the waiting list again.

I send you everything I have in this email and in the next ones.

Thank you for help. "

Additional infromation from the player (from an email):

"Boa noite na sequência do que vos foi explicado eu deveria ter recebido o montante de 510€ conforme prova os prints que envio em anexo é só recebi 330€ conforme prova o meu extrato bancário. 

é impossível chegar a fala com eles , n?o respondem a e-mails e no chat s?o super arrogantes é nada prestáveis . Nunca respondem as minhas quest?es diretamente e muitas vezes desligam o chat colocando-me novamente em lista de espera. 

Fa?o-vos chegar tudo o que tenho neste e-mail e nos próximos . 

Obrigada solicito ajuda."

Thank you very much Mcmp for your email and screenshots. I will now transfer your complaint to my colleague Viliam 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.

Good Morning.

I hope the situation will be dealt with as soon as possible because I am tired of this.

Bom dia.

espero que a situa??o seja tratada o mais rápido possível pois, cansada disto já estou eu.

Hello Mcmp,

I looked at your complaint and will do my best to help you. I would like to invite Joka Room Casino into this conversation. We would like to ask you for some statement why you didn’t pay whole amount to the player.

Good morning, thank you for your intervention.

Bom dia , agrade?o a vossa interven??o .

Hi guys,

Apologies for the late response, and I can confirm that the balance has successfully been returned. When we return funds, the process of the clients being credited now sits with the bank. The delay can be various reasons we do not know.

Regards

Levi

You can't be serious for sure, I sent an extract. And in the e-mail that was sent by, they indicate that there was really a problem with the transaction.

how can you say that ???

how did i get 330? Friday morning and I didn't receive more? And the rest? Why do our e-mails tell me that there was actually a problem with the transaction and that they will contact me (which they never do) and are now saying that the whole has been transferred?

I require a document from you to prove it.

if you need it I can also send you the bank statement. There was no problem with the bank.

the problem was with your transfer and you admitted it yourself and said you were going to address the situation. Do you want me to send that email to you too?

I do not recommend this site to anyone since communication problems are in plain sight.

unfortunate

N?o podem estar a falar a sério de certeza , enviei um extrato. E no e-mail que foi enviado por vos indicam que houve realmente um problema com a transa??o .

como podem afirmar isso ???

como recebi 330? Na madrugada de sexta e n?o recebi mais ? E o restante valor ? Porque é que nós e-mails me dizem que efetivamente houve um problema com a transa??o e que me v?o contactar (coisa que nunca fazem) e agora est?o a dizer que foi transferida a totalidade ?

exijo um documento da vossa parte que o fa?a provar.

se necessitarem também poderei fazer-vos chegar o extrato bancário. Com o banco n?o houve qualquer problema .

o problema foi com a vossa transferência e vocês próprios o admitiram e disseram que iam encaminhar a situa??o . Querem que vos fa?a chegar também esse e-mail ?

n?o aconselho a ninguém este site visto que os problemas de comunica??o est?o a vista de todos .

lamentavel

I also inform you that there was no problem with the bank. Even after 4 working days I immediately received € 330. But what about the other 170 €? The bank claims that I did not receive any amount until it sent me an extract from the transactions made on your website.

do you want me to bring you?

I will send here the email that you sent me from your website.

Informo também que n?o houve qualquer problema com o banco . Até porque ao final de 4 dias úteis eu recebi logo 330€ . Mas e os outros 170€ ? O banco afirma que n?o recebi qualquer valor até me enviou um extrato das transa??es feitas do vosso site.

querem que vos fa?a chegar ?

vou fazer chegar aqui o e-mail que me enviaram do vosso site .

Casino states that they have sent you the rest of the winnings so please wait couple of days. Please contact me when money arrives. If money doesn’t come in 7 days we could investigate further. Thank you for understanding.

Ok I'm waiting.

thanks

Ok estou aguardar.

obrigada

Dear Mariana,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Good Morning .

yes i have already received all the earnings.

thanks

bom dia .

sim já recebi a totalidade dos ganhos .

obrigada

Dear Mariana,

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. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam