Joka Room Casino - Player had a bad experience with this casino.

Dear Seamus,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I want to inform you that we cannot make a case solely based on what you are describing, and I am not quite sure what to help you with in this case.

I checked the document you attached to your complaint and I see those foreign currency conversion fees. I believe that this is a fee managed by your bank. This might occur when the casino sends you your withdrawal in a different currency than your bank account is kept in.

Additionally, are you sure these withdrawal transactions are connected to the casino, please? As there are both names mentioned in the document, I am not convinced that both are somehow connected to Joka Room Casino. Are you aware of making deposits of these amounts (for example $82.73; $90.17; $100.19), or are you suspecting the casino of charging you these amounts without further notice?

I hope we will be able to help you, but I cannot guarantee you a positive outcome. Thank you very much in advance for your reply.

Best regards,

Kristina

I am 110% sure that Kac Nicosia (Entertainment and recreation) with now they are coming out as RAVE LEKKI (Home and property) ???these are both from Jokaroom i played last night a deposited $105 and it has come up agian with this name agian 22/05/2020 RAVE LEKKI.......$105.36 and it will later show when it clears my account that it has been converted into USD . it was the only transaction so please go back and speak with your finance people. i did complian on your online portal and the girl did say that you had changed some systems and that your team was working on it and she would escalate this to her manager that was on Wednesday 20th and i have emailed the VIPbanking team and yet to get a response from either. Have you looked at my account and read any notes?? What bit do you not understand about my compliant. all transactions names above have come up on my account when i deposit funds to JOKaroom like above 105.36 is them rounding the figure to the nearest USD dollar. If you had looked into my account you would have seen the correspondence.

I am sure you understand I don't work for Joka Room Casino, but for Casino Guru which operates as an independent website. 

Without the casino looking into your problem we aren't able to help you, as we don't have access to information about your account.

I really hope you understand our position.

Now I would like to invite the Joka Room Casino to comment on this case. We would like to know what is going on, please.

Jokaroom has responded to me via personal email with the below and has credited my account with the extra charges. happy customer but hope they get charges sorted out soon.

Thanks for your request. We have introduced a new processor for our transactions and I can confirm that Rave Lekki is indeed 1 of our billing descriptors. Please do not be concerned as we use many different processors and our billing descriptor you are currently seeing is most certainly one of ours.

We do apologize for the inconvenience. We are aware of the fees issue and are working on correction it. 

Regards

Sasha 

Seamus, does this mean, that we can consider this complaint to be resolved, please?

Yes

Thank you for a quick confirmation! 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.