Den første ting, jeg bemærkede, var hvordan Katerina ikke kun hilste på Levi, men også hilste på resten af Jokaroom-teamet. Da svaret kun blev skrevet og underskrevet af Levi giver mig det indtryk, at enten Katerina enten har talt med alle ansatte på Jokaroom med hensyn til denne klage eller hilser dem nu, når de læser denne klage.
Jeg tror, at Katerina kontakter Jokaroom privat og ikke sender eller viser disse oplysninger, ligesom alle de andre beskeder i denne klage, har gjort det lidt uretfærdigt over for mig selv og mit forsvar. At være uvidende om oplysningerne efterlod mig kun den ene mulighed, som var at prøve at bestemme, hvad der blev sagt ud fra svarene fra Jokaroom.
Dokumenterne, der blev leveret til Katerina, da ansøgningen om denne klage blev forelagt, viste hele konverteringen mellem mig selv og Jokaroom, efter at pengene forsvandt. Hvis du henviser denne samtale til Levi's udsagn til det, der blev sagt i samtalen, beviser det automatisk, at Jokaroom lyver og forsøger at dække over denne situation.
Levi siger, at jeg tilmeldte mig den 14/04/2020 og startede som enhver anden spiller, der foretog indskud og havde det sjovt. Imidlertid tilmeldte jeg mig faktisk i februar og foretog ikke et depositum før april.
Level siger, at jeg kontaktede dem og sagde "Jeg havde en vinder, og den gik glip af, jeg vil gerne vide, hvad der skete med den". Som det ses i udskriften, sagde jeg ikke noget om at vinde. Jeg sagde "Jeg havde lige 9K gå fra min konto."
Levi siger, at supportpersonalet rådede mig om, at de skulle logge et opkald og vende tilbage til mig. Supportpersonalet sagde, at de har logget en billet, og at vi modtager svar efter 72 timer.
Levi siger, at værdipapirafdelingen derefter blev kontaktet, men dette er en fuldstændig løgn. Efter 72 timer havde Jokaroom stadig ikke givet mig et svar, og efter at jeg blev frustreret sagde jeg, at jeg ville få min banksvindelafdeling til at undersøge det, hvis de ikke fortæller mig, hvad der foregår. Min konto blev lukket efter dette, og jeg fik begrænset adgang til den. Dette blev da jeg fik besked om, at mit problem var overført til sikkerhedsafdelingen.
Levi siger, at de kan foretage opkald, jeg fik også at vide, at jeg ville blive kaldt, men jeg blev aldrig kontaktet, og da jeg spurgte support, sagde de, at de ikke kunne få det til at modtage telefonopkald, da de arbejder eksternt i Bahamas.
Levi siger, at holdlederen opdagede, at dette var en bonus uden depositum. Jeg bad om at tale med holdlederen denne dag, og jeg fik at vide, at der ikke var nogen teamledere til rådighed den dag.
Faktum er, at dette er første gang, jeg har hørt noget svar fra Jokaroom, og det er uger senere. Ingen vidste tilsyneladende, hvad der skete, og kunne ikke fortælle mig det.
Jokaroom kunne ikke fortælle mig licensnummeret, fordi de opererer uden licens, så ingen spillerbeskyttelse. Jeg sad der i 24 timer og spillede $ 300 med bonusbetingelserne og havde 20 forsøg på jackpotten, før jeg vandt den. Gevinstene er gået i casinoets lommer. Der er tilknyttede websteder, der får en procentdel af disse penge til deres hjælp til at vildlede folk til at tilmelde sig falske reklamer og bonusser. Der er også tilknyttede websteder, der hjælper med at dække over og håndtere klager i forhold til denne type ting, som også har økonomisk fordel.
Desværre var jeg blind på denne gang. Jeg forsøgte at kontakte 3 tilknyttede websteder, der promoverede Jokaroom meget i Australien. Det ville en af dem kontakte mig. Jeg følte, at min første klage også blev håndteret med favør over for Jokaroom. Svarene, jeg læste nu, bemærkes også let til fordel for casinoet. Alle ved, at penge med rette er mine.
Venlig hilsen
B. ********
SVAR 2 af 2
The first thing I noticed was how Katerina greeted not only Levi but also greeted the rest of Jokaroom team as well. As the response was only written and signed by Levi gives me the impression either Katerina has either spoken to all of the staff at Jokaroom in regard to this complaint or is greeting them now as they are reading this complaint.
I believe that Katerina contacting Jokaroom privately and not posting or displaying that information, like all the other messages within this complaint has made it a bit unfair to myself and my defence. Being unaware of the information only left me the one option which was to try determine what was said based on the answers provided by Jokaroom.
The documents provided to Katerina when the application of this complaint was submitted showed the entire conversion between myself and Jokaroom after the money disappeared. If you reference this conversation to the statements made by Levi to what was said in that conversation automatically proves that Jokaroom are lying and trying to cover up this situation.
Levi states that I registered on 14/04/2020 and started like any other player making deposits and having fun. However, I actually signed up in February and didn’t make a deposit until April.
Level states that I contacted them and said "I had a winning and it went missing, I want to know what happened to it". As seen in the transcript, I did not say anything about a winning. I said "I just had 9K go from my account."
Levi states that the support staff advised me that they had to log a call and will get back to me. The support staff said They have a log a ticket and that we will receive a response after 72hrs.
Levi states that the securities department was then contacted however this is a complete lie. After the 72 hours had past Jokaroom could still not provide me with an answer and after I got frustrated I said I would get my bank frauds department to look into it if they don’t tell me what’s going on. My account was shut down after this and I was restricted access to it. This is when I was advised that my issue had been transferred to the security department.
Levi states that they can make calls, I was also told I would be called however i was never contacted and when I asked support they said they can not make it receive phone calls as they are working remotely in the Bahamas.
Levi states the team leader discovered this was a no deposit bonus. I asked to speak to the team leader on this day and I was told that there were no team leaders available that day.
The fact is that this is the first time I have heard any response from Jokaroom and it’s weeks later. No one apparently knew what happened and couldn’t tell me.
Jokaroom couldn’t tell me there licence number because they operate with no licence so no player protection. I sat there for 24 hours and played the $300 with the bonus terms and had 20 attempts at the jackpot before I won it. The winnings have gone into the pockets of the casino. There are affiliate websites that get a percentage of this money for there assistance in misleading people to signup with fake advertisements and bonuses. There are also affiliate websites who assist in the cover up and handling of complaints in relation to this type of thing who also benefit financially.
I unfortunately was blindsided this time. I tried to contact 3 affiliate websites that promoted Jokaroom highly within Australia. It one of them would contact me. I felt my first complaint was also handled with the favour towards Jokaroom. The responses I read now are also easily noticed in the favour of the casino. Everyone knows that money is rightfully mine.
Yours sincerely
B.********
RESPONSE 2 of 2