The player from Germany faced issues with Casino Joy regarding her bonus and winnings. After wagering the bonus, she won over 2,000 euros, but due to the casino's terms, only 100 euros remained available for withdrawal after deductions. She expressed concern about the casino's practices and sought clarity on why she had been allowed to wager the full amount. The complaint was rejected as the player did not respond to the Complaints Team's requests for additional information, which prevented further investigation.
CasinoJoy - Player's winnings have been capped by bonus terms.
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Our verdict
Player stopped responding
Amount: €500
CasinoJoy
Safety Index:Very lowCase summary
Discussion
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1 year ago
Translation
Hello.
I would like to complain about Casino Joy. Unfortunately, I did not read the special rules for bonuses beforehand. It started with the fact that I did not receive the bonus I requested. The free spins that came with it were of inferior quality. I did not use the free spins either, only the 200 percent cash bonus. I then wagered the entire amount and I think I won over 400. When the bonus was wagered, everything except 100 euros was deducted from me. I carried on playing with it and won over 2,000 euros. After all the verification, I was only able to withdraw 500 euros, which I then requested. Now another 400 euros have been deducted from me, leaving me with just 100 euros. When I asked in the chat, I was told that according to their bonus terms and conditions it always stays at 100 euros. So why did I wager it? I ask myself. These are dubious practices and I think this kind of thing should be banned. Why do casinos have so much freedom, while the customer, who actually deposited money, doesn't? It's best to keep quiet, otherwise you'll be banned and your winnings might even be confiscated. I don't think anyone should be playing in a casino like that anymore. Dear Casinoguru team, what do you think?
Kind regards
Tatiana
Automatic translation:
Public
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1 year ago
Dear TattaLoe,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding Casino Joy.
To better understand your situation and help you effectively, could you please provide more information by answering the following questions:
- What specific bonus did you claim at the casino? Please send me a screenshot or the link to the bonus you activated and played with.
- Did you win anything from the free spins?
- Could you please forward me the communication between you and the casino customer support regarding the forfeiture of your winnings at veronika.f@casino.guru? Alternatively, you may post screenshots here to the thread.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Veronika
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1 year ago
TranslationHello.
It all started with the fact that I didn't get the free spins from the bonus I wanted. I was simply given other free spins that also had a lower stake.
were of inferior quality. Naturally, I asked in live chat, and they told me that support is responsible for the free spins, and live chat can't change anything. I didn't get a response when I asked support. I didn't play these free spins either because I just think they're stupid. They're also nowhere to be found in the gameplay.
I took the cash bonus. I wagered the bonus according to the bonus rules. My excess winnings were then deducted down to 100 euros. I could have cashed it out, after all. But I carried on playing and won over 2000 euros. I wanted to cash out 500 euros of this, but another 400 euros were deducted from me, leaving me with just 100 euros. Unfortunately, I didn't take any screenshots of the chat history. Live support hasn't said anything about it either. They just keep saying, those are the rules, now something new has been added, and they say my deposit hasn't arrived at all. But it shows as completed in my transaction history. What would I have played with if there was no money on it? It's getting more and more mysterious.
Kind regards
Tatiana
Automatic translation:
Public
Public
1 year ago
Did you cancel the free spin bonus you received from the live chat support? Could you please send me a screenshot of your bonus history so that we can check which bonuses you activated and played with?
