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.

Hello Michal,

We have provided a reply with the additional information requested.

Should you require any further clarification or additional details, please do not hesitate to reach out to us, and we will be happy to assist further.

Best Regards,

Jokery Team

Dear Jokery Casino Team,

Thank you for your email with the information and evidence regarding this matter.

Dear Gamess,

I have received and reviewed the evidence that sufficiently supports and validates the casino’s actions in this case. You made a deposit of €30 on 16-03-2026 13:46:36 in order to claim the First Deposit Bonus. As per the applicable promotional Terms and Conditions, when a deposit is linked to an active promotion, the wagering requirement applies to both the deposited funds and the bonus funds. Consequently, the amount must be wagered in full before any winnings generated during the promotional period become eligible for withdrawal.

While you started to wager the bonus on 16-03-2026 13:47:39, at this time you played with your real money funds first, as is the standard practice and in accordance with the casino rules:

You played for a while and have increased your balance (temporarily at this point) to €70; however, the last gameplay activity you made on your account was at 16-03-2026 13:53:19. At this point, you wagered only €63.60 out of €2100 that were required.

You requested the withdrawal of €70 on 08-04-2026 at 15:54:23, which was well after the bonus had already expired. As the bonus wagering requirements had not been fulfilled, the temporary bonus-related winnings were correctly removed from your balance in accordance with the bonus terms, and only your original deposit of €30 remained available.

With this in mind, the casino has acted in accordance with the bonus rules to which you agreed when you claimed the bonus, and we, as a independent party have not identified any wrongdoing.

Please let me know if this matter has now been sufficiently clarified/addressed or if you need assistance with anything else.

How is it possible that I was able to bet 63.60. If I played with bonus money and it was automatically transferred to my balance after I completed the wagering requirement.

If I hadn't wagered then I wouldn't have anything to withdraw. I have played on the same affiliate sites and I always read the rules and am very aware of the rules.

I'm not poor, so I won't start making adjustments for a small amount. But it was good to see which casino sites are crap.

This is not Casino Guru's fault, the certificates I gave have been tampered with. With over 1500 deposits and thousands of hours of gaming experience behind me, I have seen it all and learned how to handle things.

Dear Gamess,

While I acknowledge your right to hold your opinion, I must clarify that it does not necessarily imply it is the correct one.

As previously mentioned and supported by evidence, when a deposit is associated with an active promotion, the wagering requirement applies to both the deposited amount and the bonus funds. Therefore, the total amount must be wagered in its entirety before any winnings accrued during the promotional period can be withdrawn. You initially played with your real money, which is standard practice in the industry and aligns with the casino's rules. You played for a period and temporarily increased your balance to €70; however, the last activity recorded on your account was on 16-03-2026 at 13:53:19. At that time, you had only wagered €63.60 out of the required €2100, meaning you have NOT met the wagering requirement as outlined in the bonus rules.

Since you began with real money and the bonus funds were likely not yet available to you, these temporary winnings remained in your balance when you initiated a withdrawal. You requested a withdrawal of €70 on 08-04-2026 at 15:54:23, which occurred well after the bonus had expired. Given that the bonus wagering requirements were not satisfied, the temporary winnings related to the active promotion were appropriately deducted by the casino team from your balance, in accordance with the bonus related terms, leaving only your original deposit of €30 accessible.

All actions taken by the casino system or team were in accordance with their rules, which you agreed to upon registering your account and claiming the bonus.

I understand that this may not be the answer or clarification you were hoping for; however, our independent review did not uncover any wrongdoing on the part of the casino.

Please let me know if this matter has now been sufficiently clarified/addressed or if you need assistance with anything else.

Okay

Dear Gamess,

Although your response does not explicitly confirm your acknowledgement of the matter, you have not raised any further concerns or requested additional assistance. Under the circumstances, I consider the issue to have been sufficiently clarified and addressed, and I will now proceed with closing this case.

For the future, I suggest that you take the time to thoroughly understand the bonus rules and follow them to prevent occurrences like this.

If you encounter any issues with this or any other casino in the future, you are welcome to contact us again, and we will do our best to assist you.

Best regards,

Michal

Casino Guru