Dear Waj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to [email protected]. Have you accumulated your winnings with or without an active bonus? How much is your active balance now? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

There was no bonus active my balance was $0 and I deposited with no bonus . $9935 was my winnings and accesses for withdrawal it was pending. I have deposited over 33 times the last two were $100 and $75 every time I deposited it asked me to reverse the funds which I did not do and did the deposits. I have verified all documents. l have send number of emails as well to the disputes team they inform me security team is looking in this. I asked to speak to a Boss. Chat team they advice everyone is remotely due to COVID 19 we can’t. After 40 times of chats they have closed my account and informed me that your account is disabled and closed for security reason and asked to delete all screen shots.Security team always have a different story And now investigating the software issue.

sorry my balance now is $10

Sorry Waj, could you please advise if your account is still accessible, or it's been blocked?

The have blocked my account.

Thank you very much Waj for providing all the necessary information. I will now transfer your complaint to my colleague Nick 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.

I would like to invite Joka Room Casino to join in this case to explain us why is the player's account blocked.

It blocked and they have the $9935

Hi Nick and Petronela,

Yes the account

has been blocked as in any confirmation from the client stating account

compromised we take the necessary precautions and that is to lock the account

for further review. While the account is locked we try our best to get in

contact with the client to get as much information as possible to assist us in

resolving the issue. We have been in contact with the client and on some

instances having the calls dropped on us. I have detailed info regarding the

investigation and will sent this info to Petronela via e-mail or Nick can you

supply me with your e-mail.  

Please send it to [email protected]

Thanks

Bit boss has blocked my account the funds were pending $9935. So he blocked the account while I was on chat with him I have send emails to disputes no response. The chat team ends the chat and the calls when I say what’s your licence number the chat ends was promised a call back no calls were made. No missed calls. You are accusing me of I have compromised my own account. You state instances just one time the call hanged up when I asked for your license number. We are going in circles I have deposited vertified my account. That was the first time I did a withdrawal and that happens. I deposited $100 and $75 you state that I reversed the funds played them then I deposited $100 and $75. Which I did not they were pending $9935 and I deposited the $100 and $75. Security said they are looking in soft ware issue and no calls one call.

i will send screenshots to the casino guru.

i have been talking to chats 4 to 5 times a day they always tell me no feedback.

pls the call was dropped once when I asked for your license number instances means more then often it only happened 1 time and no reply I have been chasing this up and have multiple screenshots shots from day 1. I have send a email to disputes email no one has returned a email.

sorry to repeat my self but I am angry

I always get no feedback and no feedback allow 24 hours then allow 48 hours then Saturday and Sunday comes allow on Monday. Monday comes allows 24 hours then 5 hours and still no feedback. I was waiting as promised a phone call from investigation security. Last call was accused of reversal then doing the deposits. When I showed him prof of times of deposits and the funds were still pending they say sorry mistake we call you back. I want this to be resolved and jokaroom what is your license number.

Hi Nick,

I have sent you the info to review.

Dear Waj888,

We have received evidence from the casino that your balance was reduced to 0€ by playing slot games. That means that at the time your account was closed you did not have any balance there thus you are not entitled for any refund.

We are sorry that we could not help you more in this case. Is there anything else we can do for you?

I deposited $100 and$75 the $9935 was pending AND DID NOT REVERSE THE FUNDS. The chat team told me your account was compromised and that someone logged in. They tell me the account had $10 from the $9935 and that it looks that someone has bought bonus from the $9935 one bonus was bought at $7000. The bit boss closed my account. I state the $9935 was in pending form. They say you played then deposited the $100 and $75 that is not true I deposited the $75 and $100 and the $9935 were pending. Final I am going in circles and my account told was $10 not $0 and not in euro it’s in aus dollars

Nick you say thus you are not entitled for any refund. I want my winnings not a refunds

sorry nick when my account was closed there was $10 and some cents from the $9935. Chat team advices me and there boss say soft ware issue and account is. 100% was compromised.

We are currently in contact with the casino for further investigation. We have asked for evidence of your casino's login history to find out if someone else used your account and lost the funds there.

Hi guys,

We have sent the players gaming history and account for an in-depth audit and will get back to you once received.

Regards

Levi

Hi guys,

We would like to mark this issue as closed as client has disputed all deposits with his bank. We received the bank notifications and will be contesting.

Regards

Levi

I sow this in forum by casino guru In a desperate situation, there is always a solution:

https://mychargeback.com/ - This company is doing a chargeback. If it is less than 90 days from the transaction happened then you can contact them and explain to them what happened - they are doing chargebacks in cases that casino doesn't have a license or in case of lousy regulator license, (Joka Room Case) 

I had to go to this path -The deposits were under 3k I want my winnings over 9k I have been going in circles.

last time what is your license number.?

Thank you to the Guru team for your assistance in this query. This is clearly the intention of the client even if we had paid the client, he would have still went and dispute. This is fraud and we are taking the necessary steps.

I will not have made a dispute for the deposits if you have paid my winnings don’t accuse me of that joka room. I say again what is your license number Joka room for the 9th time Pay me my winnings and I cancel the disputes with bank.

Joka Room Casino, could you please provide us with necessary proof which we were asking for in e-mail?

Hi Nick,

Info has been sent

Regards

I am sorry but I haven't received any mail from you. Could you try to send it to [email protected] please?

Hi Nick,

Info has bee sent.

Regards

After further investigation of the received documents, we would still require more proof. The last log only shows, that the player had some unsuccessful logins into his accounts probably even from different IP addresses, but it still doesn't show that he has multiple accounts. Is there any conection between this player and any other casino account which leads to your conclusion that the player has created multiple accounts?

Hi Nick,

Will send update shortly.

I have just one account with Joka room. I will like to have my winnings. I have verified every single thing. I hope the matter resolves please casino Guru. I see now there are multiple accounts that is a joke.My account was compromised and now i see there are multiple accounts I feel sick and being lied to. No offence pls

I will extend the timer by 7 days. In this time we are waiting for the requested proof from the casino.

Hi Nick,

Not really understand when you say player has multiple accounts. I cannot recall mentioning the client having multiple accounts.

To correct my previous post, by meaning that we required more proof, was because from the received log we assumed that the player was simply logging into his game account from different IP addresses or different devices. As there was no other account connected to any of the IP addresses, we wanted to see a more relevant proof of using VPN by the player.

Dear Waj888,

Did you contact the company for charge back?

My $9935 winnings I want them. My account was compromised and yes waiting for chargeback.

I have contacted my bank for chargeback because I did not get my winnings.

When you deposit and you win you need to get the winnings which I have got nothing.

I deposited all together $2812.

my winnings were $9935 which Joka room need to pay $7123. If I get the chargeback.

$9935 - $ $2812 = $7123. If I don’t get the chargeback they need to pay $9935. Again if I get the chargeback they need to pay $7123

The question has not been Answered my account was compromised and I’m not happy $9935 were gone.

Joka room I want proof sufficient evidence as I want my winnings.

Casino Guru has outlined to Joka Room!!

 We wanted to see a more relevant proof of using VPN by the player?

Hopefully we will not go in circles..

Dear Waj888,

Please note that we are not picking sides. We just want to make sure that everything is done correctly according to our Fair gambling codex as well as casino terms.

I would like to ask Joka Room if there is any possibility to send us a more relevant proof of using a VPN by the player as the previous document doesn't show it clearly. Please send it to [email protected]

We haven' receive any answer from the casino. We are now extending the timer by 7 days. If the fails to answer on our request, we will close the complaint as "unresolved"

Please I want my money..Own up Joka room and please pay up.

We are now closing the complaint as "unresolved" as the casino failed to answer us. I'm really sorry that we could not help you more with your case, but I can assure you that it will affect the casino's reputation and rating.

Please do not hesitate to contact us if you will come across any trouble in the furutre.

Best regards,

Nick

www.kpvfaw.com