I already wrote it back then - keep your hands off the casino - many of those who report so positively about it have probably never deposited money there, or were instructed by the casino to do so. I played there and know the drama with the bonuses and so on.
Casino will always look for excuses not to pay, or to delay payment in the hope that you continue to play and lose the money
I have been a member of Joya for a while now. Recently, after accepting a deposit match bonus, I wagered the required amount as confirmed by live chat. I then played Live Blackjack and worked my way up from €4000-odd to €8000-odd.
After requesting a withdrawal, I was surprised this morning to receive an email stating that they were only prepared to pay me €1000 out of €8000. They cited two infringements:
1) I played a game (Sugar Rush) which has a Bonus Buy feature. Note that I did *not* buy the feature. I was just playing a slot which happens to have such a feature.
2) I played live games (Live Blackjack) after the bonus wagering had been completed (something one would assume the casino would surely appreciate as they gain more of an edge from the player).
To me, both these terms seem unusually harsh and irregular even if they are covered by the terms. What do you think? Would I have any grounds for filing a complaint?
So, they have it stated in their terms, right? That means that you have actually violated them, and probably there is nothing much to do about it now. But you can always try to file a complaint here with our team, so they can have a better look into things and only then decide if there is something we can help you with.
What do you think? Are you up for it?
Here's the link where you can file a complaint. Let us know, please, how it all goes.
I already wrote it back then - keep your hands off the casino - many of those who report so positively about it have probably never deposited money there, or were instructed by the casino to do so. I played there and know the drama with the bonuses and so on.
Casino will always look for excuses not to pay, or to delay payment in the hope that you continue to play and lose the money
Sorry, but could you remind me what the issue was at this casino? Beside that, you didn't like the bonuses. Right?🤔
OK I have submitted a complaint.
complete SCAM of a casino. Firstly their chat confirmed the wagering is xBONUS. I specifically asked if I got a €1k bonus, does 45x wagering mean the total wagering will be €45k, they said YES. When I got the bonus, it turns out it was 45x DEPOSIT + BONUS.
Then, chat confirmed several times that only the following applied to disallowed games, and this is in their terms -
"Wagering does not apply to the following games: Roulette, Live Casino Games, Blackjack, Progressive Slots, Keno, Scratch, Table Games, Games with Bonus Buys, and Games With Progress Bar Feature"
When I got the bonus, it turns out that ONLY SpinLogic games can be played when you have a bonus.
Despite this not being mentioned once by chat, nor being anywhere on their site, chat pointed out that of course this is the case, only SpinLogic games can be played with a bonus.
Then... no SpinLogic games actually load.
Now going through the process of trying to get my €500 back. I won't get the 3 hours back I wasted, that's for sure
Does it mean that there were no rules for this bonus stated in the terms of it?🤷♀️
It should always be visible on the casinos site, so the players can read them before even depositing.
May I ask if you have any proof, like screenshots, of the conversation with the live chat regarding those rules?
Maybe our team would be able to help you out if you provide them.
Let us know, please, and we will be here waiting to get involved.
That's the problem with Spinlogic - they offer you a bonus, but you don't immediately see what the conditions really are. You can see straight away how much % and so on the bonus is worth! But if you read the small print, then at some point it will only say Spinlogic. That's why I stay away from casinos like that. Because if I promote something and give someone a bonus and write 100% in 5 times the font size and the addition Spinlogic but very small, then it's clear that the casino just wants to rip people off. You pay in, can only play one slot and you're screwed - best to cancel the bonus immediately if you notice it
I do get your point. It is up to the casino which games they include in the bonus, though. Of course, it should always be written in the terms of the bonus clearly and visibly for everyone to see.
If you find out that the games are not included and you can cancel the bonus, probably it would be really for the best, as you said.
Hello, I have an open complaint with Joya Casino because the casino is acting quite criminally. My account was permanently excluded and it was even confirmed by live chat that the account can never be opened again. What followed was that this casino secretly opened my account without my request/consent and offered me a bonus directly via the support email and not the marketing email. That means my account was opened by these criminals and on Rop they wrote to me directly and lured me with a bonus. I then made deposits which I now want back. The casino is now lying with excuses such as many accounts being opened due to a system error or that you can only close the account via live chat and not permanently. The only stupid thing is that the casino confirmed to me in live chat that my self-exclusion is permanent and with no chance of reopening (I am attaching a screenshot with the confirmation). No matter what the casino writes here below, it will be a lie. Casinoguru has received all of my chats in case the casino comes to me with fake evidence from me. I asked the casino to send me my game history, that was 3 months ago and I didn't get anything. It's because of their fake slots that you don't get this game history. All in all, you can say that this casino is criminal, constantly opening self-excluded accounts and then triggering players with bonuses so that they deposit again. Below you can see the chats and the direct letter from support to me after these criminals opened my account without confirmation/request. 
I'm going to try
Hello, I have an open complaint with Joya Casino because the casino is acting quite criminally. My account was permanently excluded and it was even confirmed by live chat that the account can never be opened again. What followed was that this casino secretly opened my account without my request/consent and offered me a bonus directly via the support email and not the marketing email. That means my account was opened by these criminals and on Rop they wrote to me directly and lured me with a bonus. I then made deposits which I now want back. The casino is now lying with excuses such as many accounts being opened due to a system error or that you can only close the account via live chat and not permanently. The only stupid thing is that the casino confirmed to me in live chat that my self-exclusion is permanent and with no chance of reopening (I am attaching a screenshot with the confirmation). No matter what the casino writes here below, it will be a lie. Casinoguru has received all of my chats in case the casino comes to me with fake evidence from me. I asked the casino to send me my game history, that was 3 months ago and I didn't get anything. It's because of their fake slots that you don't get this game history. All in all, you can say that this casino is criminal, constantly opening self-excluded accounts and then triggering players with bonuses so that they deposit again. Below you can see the chats and the direct letter from support to me after these criminals opened my account without confirmation/request.
This really is a sad situation, and I hope that it will be resolved shortly.
Our team is working on your complaint, and also the casino representative is pretty active there. So hopefully soon you will be able to receive the amount you have deposited, and your account will stay permanently closed.
Also, please know that as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods.
Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.
Free professional educational courses for online casino employees aimed at industry best practices, improving player experience, and fair approach to gambling.
An initiative we launched with the goal to create a global self-exclusion system, which will allow vulnerable players to block their access to all online gambling opportunities.
