Joka Room Casino - プレイヤーの引き出しが遅れました。

I won $27,960 on the 26th August 2020 on the jokarroom site...my account was verified accordingly by the company. And still no funds have been put in my account

Dear Glen,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Firstly, I would like to warn you, that the Joka Room Casino has been closed and they are rebranding, so the withdrawal might take longer, but we have had a few players, that were successfully paid out after the Joka Room casino closed. Have you received any confirmation about successful verification and/or your withdrawal being processed?

Are you in contact with the casino? If yes, please forward any relevant communication to kristina.s@casino.guru

Looking forward to hearing from you.

Best regards,

Kristína

We received this message from Glen:

"I won $27,960 on the 26th august 2020 on jokarroom...my account was verified accordingly and funds have not been transferred"

Thank you very much Glen for your reply. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Additionally, I would like to ask you to reply directly to this thread in the future. This is the quickest and easiest way for us to communicate. Thank you for understanding.

Hello Glen,

I looked at your complaint and will do my best to help you. I would like to invite Joka Room Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hi guys,

We have called player and have requested outstanding docs to release the payment.

Dear Glen,

please let me know when you'll get your winnings.

Dear Glen,

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.