auBecky2020
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23 June 2020 - 1:16pm

Jokaroom unauthorised transactions

18 replies • Last post

Hi there

JOKAROOM Casino merchant KAC has taken a total of $8,434.00 in unauthorised transactions from my bank account.

I have raised the dispute with the known casino who have refunded $5,720.00

They are not cooperating in returning the remaining $2,714.00 AUD

Please help

usbarbadosslim93
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23 June 2020 - 5:39pm
#1

How did they gain access to your information? Did you play at the casino? I've never heard of the casino before. Could be a rogue group. Definitely raise the dispute.

auCL-Ed
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24 June 2020 - 1:04am
#2

Hi Becky. Here is another thread about Jokaroom on our forum but no complaints that I could see there.

When you say bank account, do you mean the account directly or via a credit or debit card? If it is via a credit card then it is likely that someone has gotten hold of your card details illegally and you will need to cancel the card. On the other hand if it was done via direct bank deposit you should be very concerned about the security of your bank account. People can't just randomly deposit money from your bank account to anywhere online without having full access to the account. If so at a minimum you should be changing your banking passwords, and sorry to say it start taking a careful look at the people close to you who may have gained access to the account.

Either way if I were you I would contact the bank and file a dispute as the bank can recover the money.

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auBecky2020
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24 June 2020 - 3:22am
#3

Yes I have reported it through the channels!
I have contacted my bank and the appropriate changes have been made.

All money was paid to KAC so I am unsure what exactly has happened.

auBecky2020
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24 June 2020 - 3:24am
#4

The issue is I filed a complaint with Jokaroom!
They investigated it and agreed to return my money,

But they haven't returned it all! So why should I have to go through my bank and be caused further inconveniences!
Jokaroom can't just keep $2,714.00 of my money!

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auBecky2020
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24 June 2020 - 3:30am
#5

Because I have previously made authorised transactions I had to Go through jokaroom to raise the complaint!

I am well aware of all that you are saying. That side of thing has been raised and dealt with! But at this stage it's a case of the merchant or the someone has hacked my account?

auCL-Ed
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24 June 2020 - 6:16am
#6

Ok so you have deposited at the casino before. That makes things much more complicated. It is unlikely for someone to rob you and randomly deposit money at the very same casino that you have been playing at. So most casinos would start with the assumption that you are trying to recover money after you lost it. It is difficult to know what to say here without knowing more detail.

For example:
- Were the deposits identical amounts to some that you have made previously? i.e. I'm trying to work out whether it is possible you have been double charged previous deposits (should be easy to fix).
- Were the deposits made into your casino account or someone else? If it was your account, you have little hope of getting anything because if it wasn't you then it is someone else with access to your account which is supposed to be under your control. Maybe the casino could give you a list of IP addresses accessing your account which you could take to the police.
- Did the person make a withdrawal? I'm guessing that might be what the $2714 is all about. Perhaps the casino could clarify that if you asked them, and if so perhaps even let you know who/where the withdrawal was made to. Again you could take that info to the police.

As you know, a casino (or any other business for that matter) cannot just take money from someone's bank account without their consent. Deposits are initiated by players not casinos, same as buying something at Amazon or paying a bill. So if you truly know nothing about these charges then you have to assume that someone has gotten access to your bank account, credit card, or casino account.

There could be many different explanations: computer hacking or malware, someone going through your rubbish for documents, or even a dishonest co-worker, friend, or family member.

You're unlikely to get anywhere arguing this with the casino. They are unregulated and breaking Australian law by letting you deposit there, which is reason enough to have the bank refund the transactions anyway. The best thing you can do is contact the bank and file a dispute, which you have done. They should be able to sort it and return your money, irrespective of whether the casino co-operates or not.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
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auBecky2020
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24 June 2020 - 6:34am
#7

Yes I am aware of this.

And these questions have been asked to Jokaroom as well who have not provided any insight as to why/how this has happened.

All I know is $8,414.00 unauthorised Transactions were made to KAC who is a payment processor for Jokaroom.

I raised the matter with Jokaroom
Jokaroom have done there inevestagation and as a result of that investagation and their findings they have confirmed that my money would be returned.

Jokaroom have not processed the full refund at this point as they stated they would!

Secondly they have not provided any insight as to what has gone wrong.

auCL-Ed
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24 June 2020 - 6:39am
#8

In that case all I can advise is to focus on getting a refund through your bank.

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auBecky2020
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24 June 2020 - 6:41am
#9

This is at a stage where Jokaroom should be finalising this matter in which they have begun to do.

But obviously Because last week they returned most of the funds I need to provide them time to complete the rerun of the other transactions.

Before filing a dispute with my bank.

If Jokaroom have processed the refunds then I don't want to file for a chargeback and as a result both come through to my account!

auBecky2020
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24 June 2020 - 6:42am
#10

I think you have misunderstood

Jokaroom have already agreed to refund the unauthorised transactions??? They just haven't completed all of the transactions!

And now I am following up where the remainder is!

That is all?

auCL-Ed
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24 June 2020 - 8:28am
#11

I do understand, though it is hard because you're ignoring pretty much every question I ask to try to get more understanding.

You're either allowing them more time to refund the remaining amount or you're not. You haven't stated how long you have been waiting so it is difficult to know how likely they are now to pay it. You need to decide.

Realistically no-one can compel Jokaroom to do anything. They aren't licensed in a jurisdiction or by any regulator that can or will assist you. They are accepting deposits from Australian players which is against the law where you are and where your bank is located. This gives you an out if they decide not to refund everything.

You can wait and see if they pay that last amount to you so you don't charge back something they have already refunded if you want. That's up to you. But if they decide not to refund that money to you, your only option is the bank. There will be a time limit on how long you can wait until charging back through your bank, so keep that in mind.

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
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auBecky2020
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24 June 2020 - 12:30pm
#12

I am not ignoring I just don't have the information you are asking!

I do not know how it has happened?
All I know is I didn't compromise the safety and security of either my bank account or my jokaroom account!

This matter has been going on since the 15/5/20 yes the matter has been Raised to the bank and yes I do have a case manager closely working with me! Further to this there are two third party department investigating both my bank and jokaroom in regards to this matter.

Finally Jokaroom have done their investigation, they have stated they are refunding the money??? So whilst all of your questions are very relevant they should be asked to jokaroom?

I had nothing to do with these transactions nor did I authorise them???

So I am not quite sure why your putting me under the microscope 🤷?

auBecky2020
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24 June 2020 - 12:31pm
#13

Now they are stating we agreed to $5,720

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auBecky2020
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24 June 2020 - 12:34pm
#14

This is just a snippet of the back and forth and inconsistencies from the casino

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auBecky2020
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24 June 2020 - 12:38pm
#15

So please by all means ask the casino the questions you have asked me as I would like to know also

auBecky2020
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24 June 2020 - 12:41pm
#16

Jokaroom has until close of business tomorrow to provide a refund for the unauthorised transactions!

It's as simple as that!

auBecky2020
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24 June 2020 - 1:04pm
#17

Please be advised I have taken your advice this matter has now been referred to my bank to follow up!

I've had enough! JokaRoom's has the opportunity to resolve this!

auCL-Ed
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23 July 2020 - 1:30am
#18

Hey Becky, what happened in the end?

Always play it safe! Consult our list of rogue casinos and warnings before depositing at a new casino.
Post in our forums to earn CLchips which can be used to buy real prizes in our CLchips shop.

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