Joka Room Casino - Player’s deposit has disappeared after game malfunctioning.

I just deposited $200 in my account now the game has froze and I have done everything my end and still can't play now I'm down $200 and no game PLEASE help me its my real money and now its gone????????

Dear Meranda,

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. Was your deposit credited successfully in to your casino account? Due to a faulty slot, your active balance has disappeared? Do I understand it correctly? Have you tried to communicate this issue with the casino? If there’s any relevant communication, please forward it to petronela.k@casino.guru. I believe we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thanks for getting back to me I think it is pending now so i will know more soon..

I will be waiting for your update patiently. Thank you in advance Meranda.

How long do I wait it pending now ?

Dear Meranda,

If your withdrawal is pending, you need to verify your account first (to send all the required documents). Then the verification process takes a few working days.

I have done all that and got an email it has to go to finance team were it will be audited and processed so how long then it took 2 seconds to deposit and how many days to withdraw?????

Dear Meranda,

Please understand that KYC account verification 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 it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal.

Afterwards, it’s quite usual for a withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you. Thank you for your understanding.

Thank you for your help I will let you know what happens.m

Thank you Meranda. I truly believe it’s only a matter of time before you’ll receive your winnings. Please let me know if you need any help.

Dear Meranda,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

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

The player can reopen this complaint anytime.

Comments from the player:

"Sorry I lost my phone yes I got my money thabk you for your help"

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much Meranda for your confirmation and please 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.