Joka Room Casino - Player’s money disappeared from their account.

I was playing a machine with real money an had over $1.100 on the poker machine called wizards of war . I was having such a very good run in this machine an I had it up to over $1.300 . I started playing $6.25 a hit because I just felt lucky  . I was getting free spins An that is where I was getting the good pays . I thought to my self I will play this machine down to $1.000 an I will collect it . As I continued to play this game a add popped up asking me did I like playing this game and I tapped on the yes button . I had no sooner tapped the yes button then the next minute all my money was just completely wiped off the screen over $1.100  then as soon as I went backl to the main screen I looked up again to my credits an I had just over $5.00  left in my account . I am absolutely in disbelief , feel sick to my stomach to think i had over $1.1000 up on the screen then after I no sooner hit the yes button to a question  that had popped up asking me if I liked that game then bang over $1.100 went down to just over $5.00. Then when I rang the number for assistance I feel I was being cut off all the time when I continually had to repeat my self over to what had happened to me Am trying to explain this to a male person on the other end of the phone . This person asked me on the phone did I screen shot it I said are you serious why would i have taken a screen shot of it for , Had I have know this was what was going to happen if cause I would of . I do believe there is / has to be some kind of way for use to go into my account an find out where my money had just disappeared to . Seriously I know there has to be a way use can find this out . I am completely in total shock . about this . Please find where my money is . I await  for an explanation and a answer to where my Money is as this sort of thing is just pure robbery and unforgivable.Trish 

Hello Patricia.

Thank you very much for contacting us. We are very sorry for the issues you are experiencing. Is it possible for you to send us your game history? You should be able to find it somewhere in your account. If you are unable to find it, please ask the casino support to help you with it. The game history could help us understand what happened.

Like I have told you , I had $1100 showing on my winnings an then it all just completely went . I was just about to with draw this amount An to just completely been wiped straight out of my account from $1100 to $5  Is just deverstating . This was my winnings I won an I want it back . Just high way robbery in my eyes .

To be told over the phone I should have screen shot it why should I have to have screen shot this for . I know what I won an what I had up An to loose this amount of money is just heart breaking . I deposit money to play an what I won how can you just wipe the whole $1100 just straigt away off my winnings . Sooo Wrong 

Hello Patricia.

I am one more time very sorry for your troubles. As I mentioned, we need to see your game history, so that we can analyse what’s happened. You should be able to find all the information in your account. Click on the left side: Account -> Transactions -> Game transactions and select correct dates of the incident. It would also be nice to have your account statement and bonus history records.

Dear Patricia,

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.

I have had a look at my games history a numerous amount of times in saying that all my games history appears  saying that the game I won the $1100 on only shows me playing only 2 spins when I no I had played a hell of a lot more spins / not to mention the free spins I had won hence is where I won the majority of the $1100 . Sounds a bit sus to me ??? The  other games I had played all show up the amount of spins  I played Even the free spins I got .  So can you tell me why would every other game I have played all show up in my history / how many times each game I played all shows bar the GAME I WON ON ??? Can you explain that I don’t think so . Its all just excuses  One after the other . I hope the people that play on this site don’t ever get a big pay An it’s WIPPED OFF THE SCREEN BEFORE THEY GET TO CLAIM IT . People out there take advice off me SCREEN SHOT YOUR WINNINGS OR IT WILL JUST GET WIPPED LIKE MINE DID.. I AM ABSOLUTELY  DISSCUSTED WITH THIS SITE .

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 know what I won and feel like I am just costantly just repeating  my self over and over again. I am done with this game site it’s all good An well when use take my deposit I put in but to loos $1100 just like that Thank you very very much . 

Hello Patricia.

I completely understand how you are feeling. Unfortunately, we can't move forward without the game log. I hope the casino will provide us with the information what we need to check what happened.

Hello Patricia.

I make last try to contact the casino. I will keep this complaint open for three more days. 

One more time we are very sorry about your bad experience in this casino

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. We are sorry, Patricia, that we were not able to help you more.