Casino Joy - Player’s winnings from bonus play have been confiscated.

Hello, I wrote a mem problem with the guru matejem that VI everything me stupid explains what happened to me but I try it if you do not understand so Matěj everything vi.

I sent a 10 euro bonus to the casino I got a 5 euro bonus I played I won 3000euro and they didn't even send me anything and mk the money they took I broke the naky rules higher bets in the bonus but I didn't have any higher bet there that must not be higher than 5 euro than it protocotim 40x the bonus but I bought for 10 euro free play in the game which while the bet was in the game 0.20 euro and they have no rules what I read from I can not buy free games thank you for Michal

Dear Michal,

Thank you very much for submitting your complaint and forwarding your game history. I’m sorry to hear about your problem. 

I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Best regards,

Petronela

Hello Michal.

We exchanged a few emails with Michal, and it looks like the main problem, in this case, is that he bought a free spin in-game Extra Chilli. Purchasing free spins is a standard feature in this game. The player may purchase extra spins. There is no rule forbidding such action in Casino Joy bonus T&C's and prohibiting such action may significantly drop the game RTP. (Player may buy discounted free spins based on in-game symbols)

I would like to ask Casino Joy to give me a hand here and clarify where is the problem in Michal's case.

We would like to ask the Casino Joy to reply to this complaint. We are extending the timer by 7 days.  If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hi Michal,

thank you for your patience.

I can confirm that the maximum stake allowed when playing with bonus funds is 5EUR. This also included in-game gamble features, which I see that you wagered 10EUR on whilst using bonus funds.

Due to this we have removed the winnings and returned your deposit in full.

I am sorry if this is not the outcome you hoped for but unfortunately the final decision has already been made.

Let me know if you want any further information!

Hello, but there is nothing in your rules about the fact that I can not buy a bonus game

Thank you for your patience. I was consulting this case with my colleagues, and we believe it depends on what Michal bought for these €10. 

If Michal bought one single bonus spin with the value of €10, we believe that this is a violation of casino term 10:

The maximum individual stake allowed when using a bonus (until wagering requirements are met) is:

Slots and Video Slots - $5 per bet.

Any other game - $30 per bet.

Failure to follow this may result in forfeiting any winnings.

But if he bought for his €10 two or more spins, then we believe that this €10 should be divided by the number of spins and if the value is lower then €5, Michal didn't breach casino terms.

(the important is the initial number of spins)

Reaction on casino comment: This also included in-game gamble features - I didn't find any mention of in-game gamble features in T&C's

Michal or Casino Joy please explain how many free spins Michal gets (I count 13 from his game log, but some might be won, and we shouldn't count them)

For Casino Joy: I strongly recommend to:

a) mention in T&C's that in-game free spin rounds buying is forbidden.

b) add games with bonus buy features to the exclusion game list

c) as far as I know this bonus buy feature is possible to disable, consider this as an option too (not sure if this is working for all the games)

You should choose at least one of these options.

Hello, I had 20 free spins in the extra chilli game

If you bought for €10 the 20 free spins, it means that the value of one spin was €0.5 and therefore you didn't breach casino bonus terms.

Casino joy could you please confirm this?

We would like to ask the Casino Joy to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am trying to contact the casino via Skype and convince them to reconsider my last post.

Thank you very much

Dear Michal,

Thank you for your patience whilst we checked this.

We are willing to pay 50% of the winnings - 1500EUR - as a goodwill gesture if you would accept this?

Our Terms and Conditions do cover any bonus bets over 5EUR which does include in-game gamble features. However, as a goodwill gesture we are willing to offer 50% of the winnings.

Please confirm if this is suitable for you.

Kind regards!

Hello, I agree with your offer. I still want to ask here because you communicate better here than by e-mail to verify your residence, I sent you a lease agreement but you wrote me that you need an electricity bill or another account but I pay the rent and everything is included in it so I have nothing I don't pay anymore I live in a house where I have rented the lower floor and the one who rents it lives on the upper floor and everything is written on it I only pay the rent so I want to ask how to do it so you can verify my account and so I can choose it or that I would send you the account number via e-mail and you would send it directly to my account thank you for the answer Michal ****

Dear Michal,

I am glad we could come to an agreement.

Regarding your documents, we need a proof of address so can also accept a bank statement for this if you are renting your apartment.

We are also waiting for a copy of your Skrill account - so you can take a screenshot of your Skrill account and also send this in please.

If you need anything else please feel free to contact me on here.

Thank you!

Good yes but I pay her everything I don't send anything directly because we live in the same house I have a rental agreement and registration for a stay in the city I can tell the lady who rents it to give me some electricity bill but there will be her name and not mine so I don't know what stim now. I have to open an account, I have not thanked for the answer

Hello, I still want to ask if you credit the 50% to my player account so I can play for now, thank you for your answer Michal ***

We are waiting until Michal confirms that €1500 is on his account.

Hello, I have money on the player's account. I would like to thank casino joy for a great deal and thank you guru Matěj for your great help

Thank you Michal and I am so glad we came to a resolution!

If you ever need anything else please feel free to contact me here 🙂

Dear Michal and Genesis GroupCasino representatives,

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.