Jokery Casino - Player's winnings have been reduced.

I played a game allowed at the casino and used my own money to get bonus money. I was able to complete the wagering with the bonus money. I have received a balance of 70 euros, which was transferred to my own balance after the wagering. I confirmed my account, after which I made a withdrawal on 8.4.2026, if I remember correctly. I went to jokery on 14.4.2026 and noticed that my balance was 30 euros and my withdrawal had been canceled.

I asked in the chat why my withdrawal was canceled and why 40 euros were taken from me. They asked me to verify my account again and said that the bonus had expired. There was no longer any bonus and I had completed the wagering within the required time. They told me that they had sent me an email about it.

I hope something will be done about it because the wagering was completed and the winnings were transferred to my own balance so no rules were broken and there is no reason why my balance should have been reduced for any reason. I have documents and pictures of the chats.

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Dear Gamess,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that your winnings were transferred to the real money balance after you completed the wagering requirements?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

first deposit bonus 100% up to 1500 euros minimum deposit 30 euros. I deposited 30 euros. The welcome bonus is no longer visible so I can get a link and it does not require any campaign code.

yes after the wagering my winnings were transferred to my own balance. I followed the wagering and it was passed.

Dear Gamess,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello Gamess,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Jokery Casino to join the conversation.

Dear Jokery Casino,

The player states that the bonus wagering requirements were successfully completed and that the resulting winnings were transferred to their real money balance. This appears to be inconsistent with your position that the bonus conditions were not fulfilled within the required timeframe and were therefore canceled.

To enable an independent and thorough review, I kindly ask you to provide supporting evidence, including:

• the date and time the bonus was awarded,
• the wagering progress and completion status, and
• the status of the bonus immediately prior to its forfeiture.

Please forward this information to michal.k@casino.guru.

Thank you in advance.

Hello Michal,

Thank you for the opportunity to clarify this matter.

We have reached out to you directly via email with further details and supporting information for your consideration. We kindly ask you to review them at your earliest convenience and let us know if any additional clarification is required.

We look forward to your feedback.

Best Regards,

Jokery Team

Dear Jokery Team,

Thank you for your email. I have replied with a few additional queries for clarification.