Joka Room Casino - Player’s withdrawal has been delayed.

DELAYED JOKAROOM WITHDRAWAL

Hi there,

I would really appreciate your support to escalate an ongoing unresolved issue regarding a withdrawal.

I was promised a withdrawal payment (received notification that this was processed/paid) but I never received my money. this was over two weeks ago, even though I was promised it was a 2-5 business day payment turnaround. 

I have included the communication timeline below.

Please note the following information:

• I am a VIP Member, and deposit significant cash amounts weekly
• I have a weekly withdrawal limit of $10,000
• This withdrawal is from money legitimately won (no bonuses/promos)
• I have had numerous successful withdrawals prior to this issue, all within a prompt time frame (usually 1-2 days)
• I have already provided the required ID, Documents and information months ago
• Ongoing case number: Ticket#2020060987004144

Email communication timeline 

06/07/20 - Me: Withdrawal requested to VIP support

07/07/20 - Jokaroom Support: Withdrawal processed via VIP Management - email confirmation

10/07/20 - Me: Requested account which payment was sent to, as it had not arrived yet

11/07/20 - Jokaroom Support: Please provide DOB/Address/Contact number

11/07/20 - Me: provided requested information 

11/07/20 - Jokaroom Support: no reply 

14/07/20 - Me: Requested update as I have heard no response/reply and no payment

15/07/20 - Jokaroom Support: emailed apologising as there is a backlog in queries. passing on info to finance team. does not acknowledge that no payment has been completed 

15/07/20 - Me: follow up asking for clarity on why payment is delayed

16/07/20 - Jokaroom Support: "I can confirm that the withdrawal placed on the 6th for $6000 was paid out to your bank account already and should be reflecting. If not please send us a bank statement from the 5th till date so we can escalate that to our finance team to investigate. Regards Casino support - Sabastian"

16/07/20 - Me: emailed 30 day bank statement showing no payment

16/07/20 - Jokaroom Support: no reply 

17/07/20 - Me: requested for update, stating alternative payments can be an option

17/07/20 - Jokaroom Support: your case has been escalated to finance. Please allow 24-48 hrs for feedback

19/07/20 - Jokaroom Support: no feedback provided

20/07/20 - Me: requested for update, as no feedback has been provided

20/07/20 - Jokaroom Support: no reply 

21/07/20 - Me: requested for update, as no feedback has been provided

21/07/20 - Jokaroom Support: we have asked finance to look into it 

22/07/20 - Me: requested finance to action today, as it is a significant amount of money and it should have been proceed by now.

23/07/20 - Jokaroom Support: "Good day Peter. I received feedback from our finance team.

The payment was pending with our processor as they need an updated ID document and Utility bill. Please would you send them to me as soon as possible so it can be released...

I do apologise for this inconvenience. Matt"

23/07/20 - Me: provided ID and utility bill immediately. Asked for confirmation on when it will be released

23/07/20 - Jokaroom Support: no reply 

This entire experience has been very frustrating. I was really starting to enjoy my user experience within jokaroom, and even promote them! I have shown exception loyalty and it feels they are simply stalling/avoiding payment due to cash flow issues.

This is not how you treat your customers, let alone those who have been classed as "VIPs"

I would really appreciate someone senior from the Jokaroom team to take leadership on this case and ensure the money is paid ASAP.

Full log of email coms, etc. is available upon request.

Appreciate your help Casino Guru team.

Thanks, P

Dear BrisPete01,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Please understand that the risk department must check your documents and your gaming activity. The KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. I am afraid you will have to go through this process if you want to get your winnings.

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Thank you in advance for your reply. I hope we will be able to help you with this case as soon as possible.

Best regards,

Kristina

Hi there,

what do you mean by KYC?

I will forward any further info to the email above.

I have spent 4 hours on the chat today and we may get to resolution. I will let you know how I go.

BrisPete01, thank you for your quick reply. The KYC (Know Your Customer) is the verification process. The player submits all the required documents so the casino can verify her/his identity.

Please let me know if there is anything new, so we can continue resolving this case accordingly.

Thanks for that.

they have agreed to process the payment, if it is successful then I will let you know and we can hopefully close the case.

Great news BrisPete01! The complaint will stay opened until you successfully receive your withdrawal.

Hey Kristina,

Just an update that I have still not received my payment.

i was advised a week ago that my payment would be processed (and received for the second time the generic payment email)

I have emailed my VIP support contact twice to ask which account it has been paid to, with no response.

is there possibly a contact you can pass me onto who will actually communicate/respond promptly?

BrisPete01, I apologize, we cannot share information like this with you, but I will now transfer your complaint to my colleague Jozef who will be at your assistance and he will try to get in touch with the casino. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello BrisPete0.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hello there,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

Best regards, Jozef

Casino.Guru