Joka Room Casino - Výběr hráče byl zpožděn o dva měsíce.

This online casino is not legitimate. Each time I have attempted to withdraw my funds, they don't allow me.

At first, it was because my credit card wasn't verified. I had all my documents verified and submitted my request, JokaRoom reversed my withdraw request and put the money back into my account to gamble. When I contacted their customer service line, they said it was a "technical issue". I processed the withdraw again (in the correct limits) and again JokaRoom reversed my withdrawal request.

I don't believe they have any intention of giving me my money back. They are absolute crooks. I have been waiting for my funds for over two months. With the issues happening at the moment, I really need my money and they are not letting me have it.

Do not use them. I have used online casinos before and have had no trouble accessing my funds.

Dear Regina,

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. Have you tried to communicate this issue with the casino? Have you ever been given and explanation why your winnings were not paid yet? Please forward any relevant communication to petronela.k@casino.guru. Could you please specify which payment method you have opted for and if this were your first attempt for a withdrawal in this casino? I understand that it might seem like a lot of questions, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi Petronela

I have communicated with JokaRoom many times by email. Their customer service team responds, without a reason or how to correct. I have had about 10 email exchanges, each time they say something different.

I have not received any explanation as to why they haven't been paid. I just checked again, and they reversed my withdraw request AGAIN.

I have requested to withdraw to my credit card, that was refused several times and they said they don't allow a withdrawal to a credit card. However, they provide that as an option.

I have requested to withdraw to my bank account, the funds were just reversed from my bank account. I did a withdrawal of less than $10,000 (as I know there are limits) and still it gets reversed.

Regards

Regina

Thank you very much Regina for providing all the necessary information. I will now transfer your complaint to my colleague Zuzana who will be at your assistance.

Meanwhile, please understand, that a variety of the payment methods is not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation and contracts with the payment providers, all have a major influence. However, I believe we will be able to help you to resolve your problem as soon as possible.

Hello Regina,

I am very sorry to hear about your delayed withdrawal problem. I read your communication with Stephanie and saw you are fully verified for withdrawal. In this case, I would try to contact the casino.

I would kindly ask the casino to advise an alternative payment method Regina could use (credit card and bank transfer does not seem to work for her).

Hi Zuzana

What other alternative payment method would be available? I have attempted another withdrawal to my bank account, the only options they provide is credit card and bank withdrawal.

Are you affiliated with Joka Room? Or are you a legitimate complaints service. The link says "JokaRoom has 6 days to reply". So I assume you are from JokaRoom? I need my money. This is a large amount of money and with the Coronavirus, work is extremely slow.

Again, another way this company is not being transparent and trying to deceive its players.

I do understand you Regina, your situation is unpleasant as you are waiting already too long. I can only suggest to give the casino some time and wait for their response. 

I’m sure you understand that I don’t work for Joka Room Casino, but as one of the Casino.guru independent employees and professionals I’m trying to help you to resolve your problem.

Hi Zuzana,

Firstly I would like to apologize to Regina for her service experience. We have no control over master card withdrawals as they don't allow withdrawals back to the card. Some visa card do but also not all and we cannot always get this right as banks change their terms on a regular basis and this info we are not informed of. For any withdrawal request we request verification documents and this was requested on several occasions. Regina was then finally verified and we processed the withdrawal but was also canceled by the bank, so we had to make contact with Regina to send us he banking details in order for us to do a bank wire. I can confirm that the withdrawal was released and Regina should expect the funds any day now. The funds were released 18 May 2020.

Regards

Levi

Thank you Levi for your explanation and quick response.

I would kindly ask Regina to wait a few days. Once you receive your funds, please let us know, so we can mark this complaint hopefully as resolved.

Dear Zuzana and Levi

Levi's explanation of what occurred is not accurate and is misleading. The JokaRoom account only allowed a withdrawal to my VISA card (I used a VISA and MasterCard for different transactions). I could only withdraw to my VISA card, MasterCard wasn't available on the site.

I attempted to withdraw $16,000 (in two lots - $10,000 and $6,000). The withdraws were reversed each time by the JokaRoom's finance team with no explanation. I initiated the contact each time - not JokaRoom.

The first time I emailed them, I was told that I needed to send ID documents (DL, address and credit cards). Then I was asked to send the back of a MasterCard to verify (I wasn't withdrawing to a MasterCard, but I sent it in anyway). It was verified. I attempted the withdraw again, it was reversed. I wrote to JokaRoom asking why, they then said I needed to submit the back of the VISA card to verify (which I did). I submitted another withdraw request, it was reversed with no explanation - other than "technical difficulties".

Then I was told that I could not withdraw more than $10,000 at a time. After exchanging many emails with JokaRoom at this point. They could see I was withdrawing $16,000 each time (which their website allowed) but didn't mention the limit.

Finally, they told me they can't withdraw to my credit cards. I requested a withdraw to my bank account, it was reversed with no explanation. I wrote to JokaRoom, they said I needed to submit a bank statement to verify the bank account.

This is all happening over weeks and week - the first time I withdrew was early April 2020. It's now close to the end of May. They knew all along what I was wanting to do - why did they not explain (after my numerous emails) what they needed? Why allow a withdrawal of $16,000 in two lots if they know the limit is $10,000 each week. Why did they respond each time and say "we need this document", each time it was a different document.

Then to be told by an organisation that deals with "complaints" that I should just wait and be patient? The first lot of funds has finally cleared into my bank account ($9,000). I still have $7,000 that I need to withdraw. I requested to withdraw on 18 May 2020, but I have just been told by JokaRoom chat that I can't request another withdrawal now until 27 May 2020 - I preemptively asked them if I need to do anything else, and they said no.

I will request the final withdrawal on 27 May 2020 and once that clears, the matter will be resolved.

There is absolutely no information on your FAQ's page about your requirements to withdraw funds (i.e. weekly limits, withdrawals to credit cards vs bank accounts). I had to learn all of this through one line emails from the JokaRoom support team while I was desperately trying to get my funds and couldn't understand why it was being reversed.

As noted above, I will request the final withdraw on 27 May 2020, I expect the funds to clear within 3-5 business days, and then the matter will be resolved.

Hello Regina,

is there any new information regarding your issue? Thank you in advance for your reply.

Hi Zuzana

Not yet. Still waiting on the last withdraw to clear into my account ($7,000).

Hi Zuzana,

I was informed by our finance team that the payment to Regina was successful.

Regards

Levi

Thank you Joka Room Casino for the update.

Regina, could you please confirm that you've received your withdrawal so we can proceed further and close this complaint as resolved?

Dear Regina,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the update 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.