Joka Room Casino - Player is displeased with rewarded win.

Basically after putting heaps of money into trying to win a competition they had on I got a big win off a $3 spin the screen said I won12000 then the next screen said congratulations 80000 then the next screen read big win 4000 then when it returned to the game it had gone up 2000 not 12000

Dear Rob,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history along with any relevant communication to petronela.k@casino.guru?

Please understand, that without any supporting evidence we can’t proceed further with this case as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Petronela

I understand. Could you please advise if you have saved any screenshots or recorded video from the incident? Thank you.

Thank you very much, Rob, for your reply. Could you please advise if you have accumulated your winnings with or without an active bonus?

I usually get the bonuses however I’m not sure how much I would have played through at that point. I usually only deposit $20

Thank you very much, Rob, for your reply. 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.

Hello Rob,

I looked at your complaint and will do my best to help you. I would like to invite Joka Room Casino into this conversation. Casino, can you please specify what is the problem with the player’s winning?

Thankyou, and yes why have I been banned since that win?

Also why was I told I would be contacted within 48 hours regarding the incident and spoke to your guys every day for over a week, I have still had no response from Joka rooms security team then I was told they had the wrong number 6 days later so I asked for an email instead and weeks later nothing? Why no contact? Guilt?

Hi Viliam,

I called the client to inform him that we locked the account because of the missing winnings claim that we need to investigate. I also requested a screenshot of the winning if he has because we cannot see such win amount. I would gladly send you our audit for you to review for the last month. Please forward me your e-mails address.

Regards

Levi

I feel that this audit has been tampered with and that Joka locked me out of my account for three weeks when they said they would be in contact within 48 hours has given them sufficient time to do this. I finally received a call today I was hung up on yet again when I mentioned the ombudsman. Why is that I wonder?

I’m not the full bottle on how this works as I don’t know weather the casino or the games designer take the winnings obviously a percentage goes to each. However Joka’s way of dealing with this complaint is very suspicious and I would be almost certain that any skimming or other activity resulting in people loosing their money like I have with Joka is almost certainly an inside job there. Also Joka have not answered the question as to wether the money I invested to play in their competition will be refunded or not seeing as they locked my account half way through the competition not allowing me to compete any further, therefore ensuring I couldn’t win or get any return whatsoever. I would like this money refunded in cash as obviously when $10000 is stolen from you it is not likely I will trust that casino again.

Is there any way of elevating this complaint higher as I think Joka should be shut down and can confidently say they are operating illegally in certain countries

Dear Levi,

here is my email address: viliam.v@casino.guru.

Also, I would like to ask you to answer my email from 14.06.2021

Dear Levi,

Please your e-mails as I have responded to the below

here is my email address: viliam.v@casino.guru.

Also, I would like to ask you to answer my email from 14.06.2021

It’s a bit weird to myself and my partner and was obviously a game glitch but it read something like humongous win$12,000 then when all the bells and whistles disappeared it said something like super win $8000 etc etc so obviously that wouldn’t be on the audit as it got all the way down to 2000 before it actually credited to the account so the audit wouldn’t show it as the glitch was prior to the total being given

Dear Levi,

I don't understand your last response, why did you copy my answer?

You've asked me for an email address so I've provided it to you.

Lol see my frustration

Hi Viliam,

I sent you two e-mails on the 17/06/2021

1 - Was my reply to your e-mail sent to me on the 14/06/2021

2 - Was the information you have requested (Chat Transcript) of the client as proof as per your request.

Regards

Levi

Dear Levi,

I didn't get any email from you, please, resend it again: viliam.v@casino.guru and also please answer my email from 14.6.2021

Hi Viliam,

I have answered you on your e-mail dated 14/06/2021 and why you have not received it is beyond me. I will send it again.

Regards

Levi

Hi Levi, can you also please answer the question as to if the monies that I put into the competition I was in when my account was locked will also be refunded?

Dear Levi,

once again, I had not received any email from you. Please, send it to my email address again and properly check if the address is correct. If you did so, post here a screenshot where is visible that you have sent me mentioned email (from your address to my address) so we can investigate if there is some issue with our email server.

This is dodgy as anything, does it usually take this long to hide the evidence Levi lol and you still haven't responded to the question if I will be reimbursed for the money I put into the competition?

Dear client,

I have sent you an e-mail requesting information regarding the tournament in order for me to assist you further as I need to send this to our gaming provider.

Regards

Levi

Hi Viliam,

Below is when it was sent to you

================================== 

From: Securities

Sent: Monday, 21 June 2021 19:10

To: 'viliam.v@casino.guru' <viliam.v@casino.guru>

Subject: FW: info needed

Hi Viliam,

Please find below info as requested.

Regards

From: Securities

Sent: Monday, 14 June 2021 19:36

To: 'viliam.v@casino.guru' <viliam.v@casino.guru>

Subject: RE: info needed

Hi Viliam,

Dear Levi,

I've asked you to post here a screenshot (not copied text).

We would like to ask the Joka Room Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Can you please tell me what the result of that will be?

Dear Rob,

if they'll not respond in the set time frame we will be forced to close it as unresolved which will have negative effect on Casino's rating. Unfortunately, we can't do more because this Casino is not licensed.

Ok not a problem thanks for your help.

It might be worth noting also that Joka room has also changed its name to Joka Vip room I would assume this is due to the amount of complaints against them on this site and other sites. Changing their name somewhat allows them to avoid people knowing how fraudulently they operate. It would be nice to see their reputation stick with them regardless of what they call themselves.

I apologize, but since we haven’t received any evidence from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can ask to reopen this complaint anytime.