PlayJonny Casino - Player's winnings have been confiscated.

I ve won 15400 Ron and after accepted my id my credit card images they said that my bank statement is fake and they closed my account and confiscate my wining. After that i received the email saying that i will get my deposit back after long chat support conversations they i ve got 3 deposit back from 7 total of money deposited was 3889 RON and received 1750 RON and other money keep saying is under process or they been transferred and so on

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To help us better understand your situation, I would like to ask a few clarifying questions:

1. Could you please forward me the bank statement you sent to the casino before your account was blocked? You can send it to veronika.f@casino.guru.
2. When was the last time you received a payment from this casino?
3. When was the last time the casino contacted you regarding the payout of your remaining deposits?
4. Have you made any successful withdrawals of your winnings from this casino before?

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

Last week on Thursday amount of 1750 of 3885 RON and after 4 day of tens of email and tens of suport conversations i didn't recive any email from them from Monday last week no

Dear Bikly

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, Peter (peter.c@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,

Veronika

Hello there,

Thank you Bikly for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask PlayJonny Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

They will not answer i have hundreds of Screenshots showing that this is not a legit casino today they said that i will have the winings send to me manual and it on the provider site now after they said that the transfer has not been issued and I have to wait for an email from them

My account was suddenly disabled.

My winnings of 15,400 RON were confiscated without clear evidence.

The casino claimed I violated their Terms & Conditions by using "third-party payment methods," which is false.

All deposits were made from my own bank account, in my name.

All documents provided during KYC were real and valid.

Refund issue

The casino told me I would receive:

deposit refund: 2,100 RON

and possibly my winnings.

For 11 working days, nothing happened.

I repeatedly asked the casino for:

transaction ID,

date,

amount

of any refund sent to the payment provider.

They refused every time, giving only scripted answers.

Contradictions from the casino

Different agents told me:

"the refund is already sent to the payment provider",

"no, the refund is still processing",

"the amount is 15,451 RON",

"no, it is 3,850 RON",

"you will receive an email",

"you may or may not receive an email anymore".

They refuse to give:

ADR details (Alternative Dispute Resolution)

deadlock letter

proof of the alleged T&C violation.

Current status

After I sent a formal request, the casino finally refunded my deposits, which confirms:

my payment method was legitimate

my documents were valid

there was no real violation

But they still refuse to release my winnings or provide proof of any fraud.

What I request through Casino Guru

I kindly ask Casino Guru to:

1. Request proof from PlayJonny Casino of the alleged T&C violation.

2. Request the transaction logs related to my deposits and refund.

3. Request the reason for confiscating 15,400 RON in winnings.

4. Ensure the casino provides me with ADR information as required by Curaçao regulation.

Thank you very much for your assistance.

Rebeca M*** P***

We would like to ask the casino 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’ which may negatively affect its rating.

Dear Bikly,

I have tried to contact the PlayJonny Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (complaints@cga.cw) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of PlayJonny Casino. We received the following message:

Hello,

We would like to provide information that the player's account was closed and winning confiscated due to usage of 3rd party payments, which is strictly forbidden in our Terms and Conditions under Clause 6.8, which states:

"You may only use your own personal credit/debit card or another payment method to fund your account. The name appearing on the credit cards, or registered on the payment accounts used for deposits or payouts, must correspond to the name registered on your account."

Additionally, we have refunded all deposits to the owner of the card sued for deposits. If the player claims the funds were not received, we would require a bank statement from the 1st of November until the current date to investigate further. The statement must be the one to which the depositors were refunded.

Further information was sent via email to peter.c@casino.guru for review.

Best regards,

PlayJonny Casino

Dear Bikly, we received evidence from the casino showing your use of third party payment method. It is an industry standard that each person may only create one account and supply it with their own funds only. As your activity constitutes a clear violation of this policy, we have no choice but to reject your complaint. Thank you for your understanding.

Kind regards,

Peter