Joka Room Casino - Player’s account has been blocked and audited.

Hi. I need HELP. I won an amount of $30,000.15 (30 thousand and 15 cents) from Jokaroom. I message theive chat numerous times about it and they said they will be closing down my account and the security team will contact me within 24 hours. It has been 4 days and still no call. I am continuously writting to the live chat people. I have sent multiple emails and still no answer. I have confirmed my details with them on multiple occasions via live chat. Nobody can give me an answer on when or IF i will recieve my winnings or when i may recieve this phone call.

Ok now i seen a video and a listing of Jokaroom being a scam site and not having an australian lisence. I dont want to think about tje negative because i loved this site. So now i have no account with Jokaroom and hoping i still my winnings.

Dear Tana,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise how many days ago you have requested your withdrawal? Have you received any winnings from this casino in the past?

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a bigger win. From our experience it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. If you don’t receive any update by then, please, let us know and we will try to help you. Thank you very much for your understanding.

Best regards,

Petronela

Hi. I have requested it on Saturday 15th August so 4 days ago.

Dear Tana,

Nothing unusual about an audit taking longer than a few working days. I fully understand your frustration but please allow it a little bit more time. If there’s no update by the end of next week, we will get involved. Thank you very much for your patience and understanding.

Hi. Ok now it has been 2 weeks since i won the amount of $30,000.15. Everyday i still send emails to them in regards to my winnings and no response so il write to the live chat support agents and they all continuously muck me around and tell me differnt things. On the 20th of august i FINALLY recieved a call from the security team. To me i feel they purposely hung up and sent me an email saying they will call me back within 24 hours....Now today is 27th of august which is 7 days later since the last call and i am still waiting for my winnings and the call. I have still been sending emails and writting to the agents. I am not getting anywhere with them. HELP PLEASE HELP. thank you.

Thank you very much, Tana, for your reply. I will now transfer your complaint to my colleague Zuzana 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 Tana for all provided information. I am very sorry to hear about your problem.

I would like to ask the casino what’s their standpoint in this situation. Thank you in advance for your reply.

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’.

Thank you for you efforts. I apreciate it.

Hi guys,

Client is correct in saying that she won, but did not mention that she did not initiate the withdrawal and played it all out. Only when the funds were depleted did she make contact with us and we locked the account as she stated account was compromised. We have been in contact with client to get more information to further our investigation and once concluded client was informed that the account was not compromised and that she played out the funds.

Regards

Levi

Hi Levi. Ok now you are wrong. I did request a withdtawl and my account still had to wait for bank berification which hadnt been verifies until my account was locked. My acc was locked before that. Now i did try and contact you through live chat and emails however i was getting mucked around since august 14. One minute someone tells me i am getting paid and then next minute im not due to investigation. The last phone call i recoeved is when the security team who went by the name chuck. Did tell me that it looks like it has been played but he wasnt 100 percent sure so it was still getting investogated to recover my winnings and account BUT however the day he told me i would recieve my call is when JOKAROOM CLOSED DOWN THE SITE. YOU GUYS HAVE BEEN NOTHING BUT A BAD EXPERIENCE. ALL I CAN SAY IS YOUS ARE A SCAM. I HAVE WAITED WEEKS FOR A RESPONSE FROM YOUS. Why is your casino not in operation anymore? Because you are a scam.

Dear Joka Room, thank you for your reply.

May I request the game history? Just to be sure Tana played the funds. The evidence can be sent to my address zuzana.r@casino.guru. Thank you in advance.

Hi Zuzana,

Apologies for the delay, we have sent the requested info.

Thank you Joka Room for the evidence.

I am sorry Tana but we have seen that all the balance was played out. May I ask you the exact day of your winning and when did you request the withdrawal?

Dear Tana,

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.

Unfortunately, the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.