Joka Room Casino - Player’s balance has been reversed.

I withdrew a sum of $34,000 from my account, how ever joka room informed me that the Max weekly limit was 10,000, my withdraw limit stated 50,000 I asked for the reminding funds not to be deposited into my account because it will wager bonus offers. I have logged on to my account earlier today as it is my withdraw date to find that my balance has been reversed, my bank holder has also temporary locked my account because of suspicious transactions. i asked that my balance not be deposited back my reason being that on numerous occasions I have not been able to access jokaroom because I live in Australia.

thankyou for your time kind regards

Samuel w***

Dear Samuel,

Thank you very much for submitting your complaint. 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. Could you please confirm that you have received the first part of your winnings ($10,000)? Since the casino is closed in our system, I’m not able to access the website but if the weekly withdrawal limit is $10,000 I’m afraid we can’t change it. Could you please advise if you have withdrawn any funds from this casino in the past? Was your withdrawal limit adjusted accordingly to your player’s tier?

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 your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

there is the transfer for the first 10,000 that has cleared into my account

You have received $10,000 and the rest of the winnings were put back to your casino account, correct? Was your withdrawal limit adjusted accordingly to your player’s tier? Is it higher than $10,000 per week? Thank you.

yes this is correct. the casino states my withdraw limit was 50,000

Could you please forward the URL of the casino's website? I would like to check their T&Cs. Unfortunately, I don't have access to it, since the casino is closed in our system. Thank you very much in advance.

https://www.jokaviproom.co/login

https://www.jokaviproom.co/login

there is the url, in the past I've withdrawn more then the now stated $10,000. I've been locked out of my account and lost access too my account balance.

Thank you very much, Samuel, for your reply. Could you please advise how long ago you’ve been able to log in to your account last time? 

As far as we know, even if the casino has been closed for rebranding, regular players are still able to withdraw their winnings through casino support jokaservice@jokaroom.net. I understand that you are a VIP player but maybe you could try the abovementioned email address. Please keep me updated.

I haven't been able to log in since the 3rd of may. the remanding funds were in the account pending. I have not tried bit will now

Please keep me informed. Thank you very much in advance.

hi I still haven't had any response back from jokaroom.

One last thing I could recommend is contacting the following casino https://www.wildcardcity.info/en/contact-us. I can't guarantee that it will help but we came across some hints that both casinos could be connected. Please keep me informed.

Hello Samuel,

Have there been any developments since our last conversation?

No havnt received anything yet, I contact management on chat countless times, I am asked for personal details ect and that I will be contacted in the next 24hrs however to date they havnt even responded to a single email.

Was the other website a dead end with no success either?

yes server is not accesable

Thank you very much, Samuel, 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 Samuel,

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 withdrawal?

no worries

the total amount in the account pending is attached I'll be happy with any outcome figure

Hi guys,

On the 26 April 2021 client was informed through his host about the T&C’s regarding withdrawals and that his 10k withdrawal was already released. And client was also informed via the same e-mail his next withdrawal date and that was 03 May 2021 . Again on the 27 April 2021 client engaged in a chat conversation to request for a withdrawal of 50k, but was also informed about the 10k weekly limits set and explained in our T&C’s. 

To our surprise we came to know via this complaint that client stated that he logged in and found that the balance has been reversed back to his account. I just want to inform the client that upon sign up he accepted the T&C’s and by accepting the terms it also accepted the fact that he understands them. Our T&C’s point 4 under 4.5 clearly outline the limits and what then happens with the balance. So, if the funds were left in the balance it would have been paid on the next withdrawal date, but the funds were player out by the client. 

Hope the above finds you well.

Regards

Levi

I understand the terms and conditions what I don't understand is why I have been denied access to my account. I have been told my withdrawal and funds were under investigation by your security team, I have also been informed on numerous occasistions that I should be expecting some sort of contact from management which has also not happened.

Dear client,

We have made several attempts in making contact but to no avail. We have locked the account because of the statement you made and the casino deemed it necessary because we needed to investigate the claim.

Regards

Levi

what form of contact, I havnt had any responses from my emails if it's a phone number I asked on a live chat discussion if you could tell me what number I should be expecting you to call from, I'm in Australia and spam detected numbers are a big red flag.

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’.

Hi guys,

Apologies for the delay in responding. When ever there are issues related to possible account compromised or any fraud related issue, we lock the account for further review and investigation. We don't leave the account open when such is reported. In this case, its always better to have a call with the client as there are issues we better address in the call than back and forth e-mails. The number we called is the same number client has registered on his account.

regards

Levi

yes so I'd appreciate a call

Hi Casino Guru,

We have been trying numerous times to make contact with the client (calls) but to no avail. As we have stated the account is locked because of the claim (accounts breached) client made. We are therefore requesting to close this query and we are unable to resolve the issue. From our side account will remain locked. We consider the main issue to be resolved and that was the client withdrawal issue of which client was on numerous times been informed of the weekly limits and therefore also seen in our T&C’s.

Hope the above finds you well.

Regards

Levi

hi Levi I'm still yet to receive any contact,

Dear Casino,

please, try to make a phone call with the player once again and let me know the result of your communication.

Hi guys,

I have tried today again and just goes to voicemail. We would like for Casino Guru to review and close this complaint as we have given the info that was needed regarding this complaint about the clients withdrawal and the weekly withdrawals T&C's and further more we have also tried to resolve his login issue, but without making contact with client his account will remain locked with the casino.

Regards

Levi

Dear Casino,

I would like to make sure if I understand this case in the right way. You have paid 10k to the player and he played out the rest of his balance? After fraud suspicion, you've locked his account because he violated T&C's?

hi casino guru, I withdraw the amount of $42,000 I was cleared 10,000 the remanding went back into my account which I stated not to happen I played some of the remanding balance to a total of $57,000 and withdraw that as seen in the attached photos. in the 3rd of may I went to withdraw again as that was the date jokaroom stated I could withdraw again when went to.log in my account was disabled

Dear Viliam,

Please see respond to your questions.

You have paid 10k to the player and he played out the rest of his balance? Yes this is correct because client was advised about our T&C’s regarding weekly limits and that the funds (balance will be reversed back to the account) this player was fully aware off. He also when creating the account confirmed that he understand the T&C’s

You've locked his account because he violated T&C's? The account has been locked because of the following statement made by player ( I am trying to understand where all my pending withdrawals are, there is also some suspicious deposits from my bank account that I have also not made....Is it possible my account has been accessed by an online hacker and how do I go about getting my account refunded...I clearly stated in an email to management that I did not want that withdrawal reversed back into my account very clearly for this reason..I am breifing this matter because I believe my account has been hacked" )

Due to this statement we had to close the account because we are not only dealing with players withdrawal query of which he was advised about the T&C’s. We now had to deal with unauthorized deposits query and possible compromised account claim by player. Now our process is clear that we lock the account to further investigate. I believe that the clients withdrawal issue is now considered close because this was the complaint Casino Guru had to intervene and not the deposit and hacked account query

Regards

Levi

Dear Levi,

send me evidence to my email address: viliam.v@casino.guru, please.

Hi Viliam,

I have just sent you the info as requested.

Regards

Levi

Dear Levi,

I didn't receive anything, try again, please.

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’.

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

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.