Joka Room Casino - Player complains about unauthorized deposits.

13th May raised complaint joka room = nil support 

Early hours 14th May raised complaint with ING/stopped card etc 

14th May received an email from joka room advising due to covid19 support will only be accessible via online chat/emails 

14th May account deleted and inaccessible 

15th received response from ing - Outcome = I am liable 

15th May  joka room - account reinstated

15th May - raised complaint again = advised security team will contact me within 24/48 hours 

16th May - received an email requesting confirmation of details as they have been unsuccessful at contacting me (nil missed calls). Responded confirming number 

17th - online chat - followed up not receiving phone call = advised 24 hours 

18th contacted online chat support - following up no contact = advised 24-48 hours 

I also requested details about merchant KAC 

Chat was immediately ended! 

Dear Becky,

Thank you very much for submitting your complaint and forwarding the screenshots. 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. Did I understand it correctly that you’ve been experiencing difficulties regarding unauthorized deposits? Which payment method it is related to? Was the amount deducted from your wallet and credited to your casino account? If there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

Forwarding evidence now.

Evidence and other relevant information is now submitted to email provided in your response.

I truly thank you for assisting with this complaint 🙏🏽🙏🏽

Thank you very much Becky for providing all the necessary information via email. 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.

Thank you

Hello Becky.

This is a very unusual situation, and I am not sure how much we will be able to help in this matter.

If now your card is blocked, and the casino knows about the situation, most critical is to discover how this situation happened. So I am afraid we need to wait until the casino gives us some statement.

The question is, what happened with the money? Are they on your casino account intact? 

Dear Beckygr990,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Hi jokaroom

has processed refund of unauthorised transactions last Friday, expected this week. will update when funds received

Thanks for an update. I will keep the complaint open until your next update.

Hi there

please be advised

jokaroom stated a refund processed 22/5/20

allow 3/5 business days

money not in account! Contacted jokaroom they have advised it was processed and the amount was $5,600 which it should of been $8,434.00 AUD

contacted bank no money has been sent or waiting to be cleared!

please proceed with complaint t

Let's wait a little longer. Some transactions may take a longer time.

do you know how long roughly?

I contacted them today and now there stating the refund was processed on the 30/5/20? I’m confused

As I was thinking, let's wait till the next Monday (that should be enough time), and we will see.

Okay sure. And if it hasn’t come through what will be the next stage?

Close mediation with the casino and eventually lowering the rating but I don't think they will let this happened, and they will help you to solve the complaint. We didn't mediate your complaint with them yet, because they already confirmed to you that they started a refund process with you. (and we know this might take some time)

And my money ?

Pardon me, but isn't that refund what casino initiated about money from the unauthorized deposit?

The money what you want back from the casino?

the amount unauthorised taken from my account is what I’m referring to.

in the event I don’t receive it then how will it be dealt with?

As I wrote - close mediation with the casino and eventually punishing them. We will give you advices where to complaint next and what to do.

Okay!!

I am setting the timer for another 7 days with the hope that before the timer expires, you will have the money on your account.

Well there rating doesn’t justify the amount going missing from my account!

I just want my money back and I will be fighting it all the way till I get it!

Thanks!

Hi there please refer to emails for correspondence

I've checked all your communication with the casino. 

Did you get some info from the special team or they didn't contact you at all? The money should reach your account at 1.6. but I am afraid that reversed transactions may take a while longer. They offered you a screenshot of the transaction made 22.5. - next time ask them to send it to you, there is a transaction ID - based on that you can track the money.

I believe the money already reached your account or should do that in any minute. I am very sorry, but if the casino indeed sent the money, then there is nothing that we can do to speed up the process.

Please let us know when you get them.

They have not provided me with any confirmation of a refund. Nor any tracking number

please see attached

its very frustrating being told 3-5 days and it’s been 10 business days now

Beckygr990, please understand that refund is not an ordinary situation and in these days - it's hard to rely on some time frames. However, I would like to bring this case into casino attention and make sure that there would be no other time-frames or a different date for a refund.

hi guys,

We have sent player the ARN tracker number and player has confirmed she has received.

Regards

Levi

Fantastic news Levi, thanks.

Beckygr990, please let us know when you receive the money.

I haven’t received funds

received tracker number

My received response was acknowledged your email apologies for the confusion

funds still not in my account as of 0707 AEDT 12/06/2020

email I sent to JokaRoom an hour ago

Please see screenshot of banking

Please advise where funds are and why they are not in my account 

I have been advised 3-5 business days since the 22nd of the May 2020 

Since this time I have not been able to meet other payment arrangements 

For bills and loan repayments 

I have begun accruing late payment penalty fee’s which is now around $250.00 AUD

I am suffering from severe stress, anxiety and depression 

I am not coping in general and within day to day functioning and living 

I honestly cannot mentally deal with this anymore it has been almost days since the incident! 

I have been advised 3-5 business days and it has now been 15 business days!!! 

Please have some empathy, have some compassion 

I am not kindly requesting you to return the unauthorised transactions I am actually begging you! 

Put a stop to this merry go around!

Because this cannot continue to go on like this. 

You too are a person, I Kindly ask you take a moment to think about this happening to yourself/friend/family member/spouse/children. 

The impact money being taken from a personal banking account without authorisation and the effect this would have both mentally/financially. 

It is not a pleasant situation for all involved!!!

It is time consuming, it’s counter productive, it’s going around in circles! 

Please consider everything in this email and the gravity of the contents in it. 

Please, please, please, please, please Stop advising me you have made it happen 

And actually make it happen because I cannot take this anymore. 

I have honestly had enough I am on verge of a mental breakdown this has been so stressful/frustrating!

i just cannot cope anymore! I really really cannot stress this enough

I was initially advised 3-5 business days on the 22/05/2020 by Josh at JokaRoom’s

It’s now been a full 15 business days

enough is enough like seriously common mate.

Beckygr990, I am deeply sorry for your troubles and frustration.

Do you have any news? I am sorry but we can't anyhow speed up the process.

Nothing as of yet

Hi guys,

Please note that we got the requested bank statement today only. We cannot see any info on the bank statement between the following dates 31 May 2020 and 10 June 2020 to properly review if any funds were received or not. We await clients missing statements.

What do you mean ?

I cannot provide anything more than I already have ???

I haVe just sent you the specific date range as per requested

just give my money back so we can be done with this and stop playing games!!!!

I am now being advising the only option is bank transfer and this has been the case since 06/05/2020 VIA online chat

not at any given time have I been requested bank details!

I have sent email with my bank details!

I have sent my STATEMENTS

Please just give back my money it’s been almost a month!

I can’t take this anymore I mentally cannot take this anymore!

Beckygr990, we are very sorry for your troubles. Please understand that what casino do is not standard withdrawal, so you cant rely on information from chat. 

Honestly, in your situation, I would also be very frustrated, Joka Room Casino representatives, please be sure that you have everything for withdrawal and finish the payment ASAP. This whole situation leaves a very negative user experience.

Thanks.

Hi guys,

We have now e-mailed the client with all ARN numbers that she can take to the back to trace. We have never had any unsuccessful refunds and the confirmation was given by our processor again yesterday. The reason why we require a full bank statement is so we can see the refund reason / code the bank uses. We are unable to see on this clients statement. We have to highlight again that we did not have to refund these transactions and have been more than generous and understanding in refunding . If the client did not receive these refunds, we will honor our goodwill and ensure that the she gets the funds.

Hi there

Haven’t received any email.

This is a refund for unauthorised transactions.

Please have your payment processor send me a confirmation of the transactions made to me!

Please confirm date I should expect to receive funds

Correction

email has been received.

my apologise

My bank requires more detail

processed by =

amounts (individually) =

Hi All,

I have received $5,720.00?

Please allow me to kindly remind you that this is a unauthorised transaction dispute in which I have made very very clear from the beginning and throughout my complaint.

The total amount of unauthorised transactions to your merchant KAC is $8,454.00.

I note you have previously stated a refund of around the 5k figure which I have already mentioned in my comments previously which once again disputes this.

Please process a return of the remaining outstanding unauthorised transactions of $2,734.00AUD without any further delay.

Once again I will re-Instate the nature of this complaint/dispute is regarding unauthorised transactions, you can’t just keep $2,734.00 of my money And expect me to be accepting of this?

Please get this over with honestly I cannot beg you enough!

this has gone around in circles for 4 weeks now and I do not feel like spending another 4 weeks chasing the remaining funds!

please rectify this matter so we can all move on! Please

may I please ask casino guru you step in here?

I cannot go through another 4 weeks of back and forth for the rest of this money.

I didn’t need to do this for the $5,720.00 that was returned ?????

Dear Rebecca

Becca2019

Thank you for playing with us 

We need the bank statement to investigate your query. Please be advised that you will need to send the bank statement for further assistance.

For any other queries or question, please do contact us, by email or chat we are here for you.

Kind regards

Missy 

Support 

Hi there

still no correspondence regarding remainder

Dear,

We would need a full bank statement, but the request has been sent off for the team to contact you in regards to your account and query. 

Regards

Candice

Casino Support

I didn’t need to do this for the $5,720.00 that was returned ?????

Is this the confirmation of refunds we have been discussing. If so, then we have fulfilled our goodwill in the unauthorized transactions query and can therefore conclude the matter.

NO YOU HAVENT

THERE IS OUTSTANDING $2.714.00 you HAVE STOLEN FROM MY BANK ACCOUNT

I WANT IT BACK

GIVE MY MONEY BACK YOU THIEF

THIS CASINO IS SOOOOOOOO DISGUSTING

This casino should be forced to cease operation!

they are literally praying upon innocent people!!!! They have done everything they can to try and get away with my money!!!

this is disgusting

FOR $2,714.00

Honestly????Really???? Jokaroom?

your willing to do this for $2,714.00

I have NEVER EVER seen anything like this before!!!!! ITS PROBABLY THE MOST MALICOUS/SCAMMING/FRAUDELANT ACTIVITY I KNOW OF!

YOU WANT BANK STATEMENTS FOR WHAT? TO GIVE BACK MY $2,714.00 ??????

YOU DIDNT NEED MY STATEMENTS WHEN YOU REFUNDED MY $5,720.00

THIS COMPLAINT CLEARLY STATES $8,000

Beckygr990, please calm down.

I understand your frustration, but from the beginning, we don't know how was it possible that the money was taken from your card. (which is an essential question) The casino representatives may not act as fast as you hope, but I know that in similar situations, it takes months until the investigation is done. So please be happy that you were able to get most of the money back. Please fully cooperate with the casino.

WHAT ARE YOU SERIOUS????????

SO THEY CAN JUST KEEP MY MONEY FOR NO REASON ????

Absolutely not!!!!!!

GIVE MY MONEY BACK!!!!

I REFUSE TO WAIT FOR MONTHS

THIS IS MY GOD DAMN MONEY