Joka Room Casino - Player is struggling to receive her winnings.

I have been asked to supply details to withdraw which I have. Being told it was a grainy picture bla bla bla... Finally that must have been ok . These were the three Identifying information require, only to be then asked for a bank statement to make sure it is the right account. I have given what is required and I am not going to keep on supplying all my personal information. Seems to me the money is not ever going to be paid. So very easy to put your money in , but not so easy to get their money out.

Dear Gail,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. I would suggest contacting the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

Everything has been settled. Thank you for your advice.

Thank you very much Gail for your update. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.