Joka Room Casino - Player’s struggling to complete the KYC verification.

I have asked for it multiple times, completed and sent multiple security measures all the documentation and heard n ok thing back. I put in about $4000 so still making a loss but won't even give me money back. Absolute fraud!

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Did I understand it correctly that you’re experiencing difficulties to complete your account verification? 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 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.

Could you please advise how many days ago you have requested your withdrawal and started the verification process? Thank you in advance for your reply.

Best regards,

Petronela

All data was sent for the KYC before the 22nd of may thr last email sent to jokaroom was on the 28th asking what is happening with no response?

The KYC process is important and I have sent all information across multiple times which I have emails to prove.

So I am allowed to deposit money and play without KYC but when I want to withdraw thr money it appears the casino goes quiet and avoids responding.

If this is not resolved i will be sending the case to fairtrade.

Thank you very much for your quick 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.

Hello,

I am very sorry to hear about your issue.

I would like to ask Joka Room Casino about their standpoint regarding this situation. 

Hi Zuzana,

We have reviewed the account and it was discovered that on the 24 May 2020 the account was not yet verified and outstanding documents were requested. We have received the players outstanding documents on the 25 May 2020. We have a 24 Hour turn around time for pending withdrawals but due to Covid-19 we had a delay in the process due to the high volumes we had. On the 26 May 2020 the funds were reversed by the user and the funds played out. The account was verified on the 27 May 2020. The casino would have paid the funds if it was still on the account, but could not initiate the cash-in as it had been played out.

Joka room is the correct name for your website as it is a joke.

So yhe 1100 I had in there has disappeared after me asking to withdraw in for weeks.

I have not played it since I requested the withdrawal and will not ever again. I will be taking this matter to the fair trade ombudsman.

I will be writing to all gambling review sites and google reviews so others are not stolen from as well.

Thank you both for the update.

I would like to ask Joka Casino to send player's game history to my email zuzana.r@casino.guru . We would need some evidence to help us decide in this situation.

Hi Zuzana,

I have e-mailed the requested info.

Regards

Levi

Hello th ok mas,

When did you start your KYC process?

It is true that casino asked you to send additional documents for verification on 24th May?

Could you please confirm that you reversed your withdrawal  $1100, $1200?

Hi Zuzana,

I began this process before then and sent them all details over email as the online platform will not accept normal sized documents.

It was actually the 23rd of may that they requested the documents and further correspondence to complete the KYC process. Everything was sent and when i check my account there is nothing left in there.

I did not reverse the withdrawal or send the money to another account.

Please let me know if forwarding any of the email correspondence to you will help resolve this matter, I have currently stopped using Jokaroom and am using 2 other online casinos where i have been able to deposit and withdraw with no issues at all.

Kind regards

Tom

Dear Tom,

please forward me all the relevant communication to zuzana.r@casino.guru. Have you received any confirmation of the account verification?

Dear Tom,

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, we’re forced to reject this case because 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.