Joya Casino - general discussion (page 4)

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

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.

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.

I see your complaint and hope that our team will be able to get you some help. Please update Nick with your reply as soon as possible, and let us know how it all goes.

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

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.

May I ask what you are going to try?🤔

Hello everyone.

Why did Casino Guru change its rating from 3.6 to 4.6? Since the casino has not responded to any kind of approach in the most recent complaints? They have all gone unanswered by the casino. I'd really like to understand how your rating policy works. 🤔🤔

Hello.

I'm not familiar with this change, but I will gladly ask the Data Team on your behalf.

Hey there - Data Team send best regards to the player with the keen eye!

Here comes the explanation:

Two problematic rules were erased and are no longer valid:

"First Time Depositors (FTD) Level

Players who have made their first deposit and wish to withdraw winnings must meet the following conditions:

Deposit Requirement: Complete 5 deposits with a total accumulated amount of at least €250.

Maximum Withdrawal Limit: For FTD Level Users, maximum withdrawal limit is €1,000 in winnings."

"11. With an active Bonus only following games can be played: Non-Progressive Slots and Keno. In case of a breach of this term, the bonus and all winnings generated from the bonus will be forfeited."

DT comment "With the first one, they said that they don't use as it is written (otherwise it would be a very inappropriate setting) and the second (excluded games rule) they deleted - according to everything, in practice they solve each case individually or they have it fixed."

Hey everyone is anyone having a problem with joya casino. There system will not upload my kyc documents. The live chat is not working, and no one replied to my support emails.

Oh, I see you want to go through verification but it's not possible according to what you describe, how long has it been going on? I would say that technical problems could arise, but that they don't write you back at all and you can't communicate with them anywhere is not right. 

So I would try to wait for a while and if it's not possible to upload and you don't hear from anyone, let us know and we'll try to help you.

The email be back with Morning and stated that will process the withdrawal as soon as possible. I sent them the documents they asked for. This has been going on for about 2 weeks. I will keep you updated. I'm very concerned by the lack of support from joya

Too bad they don't tell you anything, it certainly shouldn't be like that. 

But I believe that a complaint will help or they will eventually write. 

If you have something new, I'll be here.