Johnny24 Casino - Player's winnings have been confiscated.

Hello,

I am filing a complaint against Johnny24 Casino.

I deposited 1490 UAH and received 67 UAH from a free spins bonus. According to the bonus rules (which I reviewed and have screenshots of), real money should be used first, and bonus funds only afterward. My balance never dropped below 480 UAH during gameplay, meaning I was using my own funds.

I reached a balance of over 3000 UAH, and at around 2400 UAH, the system suddenly deducted 2340.60 UAH, stating that the bonus was voided due to the x5 win limit on bonus funds.

However, the bonus win was only 67 UAH, and I never actually used those funds during gameplay. Still, all my bets were marked as "bonus bets," and the winnings were later removed. Additionally, the casino refers to rules that were not visible or linked during the acceptance of the bonus.

I have tried resolving the matter with the support team, but they are referring to bonus restrictions that are not transparently presented or fair.

Player ID: 388343719

Website: https://johnny24casino.com

Amount confiscated: 2340.60 UAH

I believe this is an unfair application of bonus terms and ask you to investigate this matter.

Thank you.

Dear Tanya148273442,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue with Johnny24 Casino and the problems you experienced with your deposit and bonus funds.

To better understand your situation and assist you effectively, could you please provide more details regarding the following points:

• Could you send me the exact link or a screenshot of the bonus you activated and played with?
• Did you receive only free spins as your bonus, or did your deposit also trigger a bonus money reward?
• Is your account balance divided into real money and bonus money?
• Was your deposit combined with your free spin winnings in the bonus balance?
• According to the Terms you sent us, the free spin winnings must be wagered 40 times. Does this requirement apply to your real-money deposit as well?
• What was your account balance after the system applied the cap to your winnings?
• Have you encountered similar issues with this casino before, or is this the first time?

Your cooperation in answering these questions will help us investigate your case and work towards a resolution.

I hope we can help you resolve this matter as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Dear Veronika,

Thank you for your response and for looking into this. I’ll clarify the requested points below:

1.Bonus Details:

I received 20 free spins for depositing 1490 UAH.

From these 20 spins, I won 67 UAH as bonus winnings.

Here is a screenshot of the promotion I activated:

2.Was there additional bonus money?

No, I only received winnings from the free spins — 67 UAH. No deposit match or other bonus money was credited.

3.Balance structure:

My balance was displayed as a total amount, not clearly separated. However, according to the bonus terms (clause 2.2), real funds should be used first, and bonus funds only after the real ones are depleted.

My balance never went below 480 UAH, so the 67 UAH bonus was never used.

4.Was the bonus balance mixed?

Yes. After receiving the free spin winnings, my total balance was 1557 UAH (1490 real + 67 bonus). But the system combined them in one balance, and then later marked all bets as "bonus bets", which I believe was incorrect.

5.Wagering requirements:

The 67 UAH bonus had a 40x wagering requirement (2680 UAH). This applied only to the bonus amount, not the deposited funds.

6.Balance after the cap was applied:

My balance before the deduction was around 2400 UAH. Then the system deducted 2340.60 UAH, leaving me with only around 60 UAH. They explained it was due to a maximum bonus payout cap of x5 (335 UAH), but they applied it to my whole balance.

I’m also attaching below several screenshots from my conversation with the casino’s support team.

In their response, they referred to Clause 10 of the bonus terms as justification for the deduction.

However, the Clause 10 in the actual bonus terms that were shown before activation says something completely different, and does not mention anything about reserving the full deposit or applying bonus restrictions to real funds.

This inconsistency further confirms that the rules applied to my case were not the same as the publicly available bonus terms at the time of activation.

7.Previous issues:

This is my first complaint with the casino. I tried contacting their support, but they referred to internal bonus rules that were not shown in the original bonus description.

I believe the application of the bonus cap to my full balance (including my deposit) was unfair and misleading, and not in accordance with the rules shown before I accepted the bonus.

Thank you again for your support.

Best regards,

Tanya148273442

Thank you for your response. Please request the casino to send you your gaming history in Excel format from the moment you deposited and activated the bonus, up to the moment your winnings were capped, and then forward it to me at [email protected]. Thank you for your patience and cooperation.

Dear Tanya148273442,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.