Joya Casino - Pelaajan voitot on takavarikoitu.

Hi,

I registered my account at joya.casino and accepted their welcome booster bonus they offered.

I read trough their terms if this bonus very carefully and started to play.

After I managed to wager the full bonus i was left with a sum of 2914€.

So i requested a withdrawal after a couple of days i received an email where they say max win was 1000€ so i contacted their support who tells me that they made a mistake in the information about this bonus and they just took all my money.

Why do I as a playing costumer have to pay the price for the mistake the casino made?

I feel very sad and scammed about this and need help to get some justice.

I have print screens and chat transcript of both the bonus terms and the communication with their support.

Dear hoshy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• How much did you deposit in order to activate this bonus?
• Did you manage to withdraw the €1,000 winnings?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I deposited 100€,

I forwarded the chat transcript to the email address kristina.s@casino.guru

I requested a withdrawl of total 2914€ which are my winnings but they only sent me 1000€ and took the rest of my money.

I also attached print screens here of their terms about that bonus.

Thank you very much, hoshy, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, hoshy,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. As I can see you confirmed you successfully withdrew 1,000€, I decreased the disputed amount accordingly.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Joya Casino team, hello again after a short time,

After reviewing all the available information and details, can you please simply reconsider your decision and restore the user's winnings which were unfairly confiscated or let him withdraw them?

• The casino recently added the applied rule (section 7) to its Terms and Conditions; it was not there in December 2024, and in the meantime, the casino even changed those limits very recently to half; but it looks like the casino applies it proactively to confiscate players' winnings
• Provided that the rule limits players' funds regardless of them being from real money or bonus money, we consider such limitation unfair, and I sincerely hope our Data Team will check and update Joya Casino's review soon; they were informed and they will likely contact the casino representatives once the review is updated
• The player probably registered, made a deposit and played due to the banner the casino allegedly put there by mistake - it does not change the situation, because it clearly said that there is no maximum cashout limit for the bonus

• We understand that a mistake can happen, but this is a mistake on the casino's side, and it also has to take responsibility for that; we do not agree with winnings confiscation based on a mistake on the casino's side

Please inform us whether the casino is able and willing to follow our recommendation - to restore/pay the user's winnings and behave fairly, or we can close the case as 'unresolved'.

Thank you. Looking forward to hearing from you.

Hi Branislav,

I withdrew the full amount but they only sent 1000€ and took the rest and just told me they made a mistake on the information.

Not that it only says no Max win on the banner but when you click on view more you will find Max win 35x boost which is what the bonus is called.

I will also attach the print screen here if possible.

My winnings did not even exceed that number but still they just made the decision to take my money.

As you can see the casino made multiple mistakes and do not want to take responsibility for it

I thank you in advance Branislav for doing an amazing job to bring truth and justice.

Hello everyone,

We would like to clarify that the applicable term for newly registered players was implemented prior to this player's registration.

Furthermore, the highlighted text referenced in the banner is unrelated to the Terms in question and has no impact on their example. It was explicitly communicated via chat that the banner does not affect the player's gameplay experience or conditions.

It is also clear by the player's comments on this thread that they have not read the main Terms and Conditions at all, which is an obligation prior to registration.

The disputed Term is 7.10, where it is stated that 'Maximum Withdrawal Limit: For FTD Level Users, maximum withdrawal limit is €1,000 in winnings.'

It is also made clear that the player is considered an FTD player.

Despite this clarification, the player has continued to assert that this influenced their experience, when in reality, it had no effect.

The player asked no questions or made any effort to understand the conditions prior to playing this bonus.

As outlined in the Terms and Conditions, it is each player's responsibility to carefully review and understand the rules before engaging with the platform.

So basically you can write anything on the banners and the in the terms when pressing view more just to attract costumers,

Then hide terms regarding this bonus else where to wish if the player wins you will apply this hidden term.

Is this not a scam?

To market a bonus making costumers believe that those are the rules that apply for the bonus but then just tell costumers that the information is wrong on the banner and that there are more rules if you read everything we write on our web page.

Dear hoshy,

I think that the maximum prize in those rules means something different. There is the maximum prize "100% Deposit Cash Match" for the "Cash Bonus", which rather indicates the % of a player's deposit added to an account as a bonus with a related deposit. So, I am not even sure what exactly "35x Boost" means in this case. Anyway, I cannot see anything about the maximum cashout at all there, except the rule they referred to, which we consider unfair.

Dear Joya Casino Team,

Usually, bonus-specific rules prevail over general rules. The information on the banner for the Welcome Deposit Offer was clear - "No max cash out". I am not sure how we could consider this information irrelevant or that it did not influence the user's "experience". However, even if it did not influence his experience, it definitely influenced his winnings... Why are we talking about an experience?

Why would anyone read the Terms and Conditions due to something clear from the banner and/or bonus-specific rules?

This is a rule from the "View More" section of the Welcome Deposit Offer (Boost Bonus part):

• I dare to claim that most players do not read the full Terms and Conditions; however, that is not a reason for the casino to create and apply unfair rules to their winnings or provide them with misleading information, expecting they will read the full Terms and Conditions, searching for contradictory unfair rules that could be applied to their winnings, especially if a big banner says there is no maximum cashout and bonus-specific rules says nothing about the maximum cashout either; I could not find anything about it in the "Promotions" part of the casino's Terms and Conditions either
• As was already mentioned, we generally consider rules like 7.10 (limiting players' winnings based on their deposits) unfair, especially if it is related to real money deposits and winnings, which will be reflected in the casino's rating on Wednesday, I believe; although the casino removed the banner, it does not change the user's situation and that the casino provided him with incorrect information, regardless of it being a mistake or not
• Rule 7.10 also includes this condition -> "Deposit Requirement: Complete 5 deposits with a total accumulated amount of at least €250." How many deposits did he make, and how much did he deposit in total? How much is he supposed to deposit so the casino considers it sufficient for withdrawing all his winnings? Do I understand correctly that if he made less than 5 deposits, it would be alright if he made only one deposit to reach the €250 deposited amount, and he would be eligible to withdraw all his winnings/balance? Or how does the casino imagine it, please? Or why should the casino confiscate his winnings if he is still able to meet the "Deposit Requirement" and withdraw everything?

Anyway, it makes no sense at all. The situation and circumstances are clear, and our position was already explained.

If there is nothing relevant or meaningful you can provide us with, can you simply provide us with clear information on what is the casino's final decision regarding the matter? Is the casino able and willing to reconsider its decision, or does it remain unchanged?

Please note that we will not drag the process out unnecessarily this time, and even if you avoid answering my last questions about the casino's final decision, the complaint will be closed based on the gathered information.

Thank you for understanding. Looking forward to hearing from you.

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’.

Dear hoshy,

Unfortunately, based on all the above-stated, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by (AOFA) and submit a complaint directly to the regulator. You can find more about their complaint process HERE or general information about complaint processes with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. However, we will require their cooperation.

Best regards,

Branislav, Casino.Guru