JoinUs Casino - Player's winnings were decreased due to misleading instructions and a rule violation.

On Saturday, July 15th, I entered a promo code and received 50 free spins of 2 rubles each. These earned me 168 rubles. I then went on to play in Sweet Bonanza Live, placing a bet of 160 rubles. I hit a multiplier of x44, bringing my balance up to a total of 7219.80 rubles. Out of curiosity, I decided to request a withdrawal, and a pop-up told me to call their phone line. After calling, I was asked to wait a few minutes for them to check my account. They confirmed a balance of 7219.80 rubles and informed me that to withdraw it, I would need to make a deposit equal to my balance and wager thrice the deposit amount, which totals 21,659.40 rubles. I questioned this and detailed my understanding: that I should make a deposit equal to my balance, wager it three times, then withdraw. They confirmed that was correct.

I called them again on Sunday, to confirm once more that I should deposit 7200 rubles and then wager it three times. Again, the answer was yes. So, I made the deposit, bringing my total balance to 14,379 rubles. I then began playing the slots, with my balance eventually reaching around 57k. When I called to ask if I had wagered three times the deposit, the operator told me I actually needed to wager three times my total balance, making a wager of 43k. This surprised me, as I had been misled by their operators twice. I was very dissatisfied with the casino staff's deception but still proceeded to gamble up to 23k.

The final balance came to 52,604 rubles. When I called the operator again, they stated that I had completed the wager and only needed to pass verification, which could take up to 72 hours. However, when the casino called me today, they informed me that I had violated rule 26.3. Apparently, I had mixed my real funds with the winnings from the free spins, leading to my winnings being forfeited. They only left my initial deposit of 7200 rubles and the 7200 rubles I won from the free spins. This, they claimed, was "meeting me halfway". I want my full winnings of 52,604 rubles to be given to me.

Dear hynix3000,

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 to make sure I understand the situation completely.

Could you please advise what promo code did you use to receive 50 free spins?

Did you play Sweet Bonanza Live after your wagering requirements for free spins were met?

Could you please tell me how you see the balance in your account? Are bonus money and real money shown separately or together?

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

Promo code for 50 free spins for 2 rubles without wager. with 160 rubles I managed to win 7200 rubles in sweet bonanze live. Bonus + deposit shown together. I managed to withdraw the deposit + the bonus amount of 7200 rubles, but I disagree with their decision, because the specialists of this casino repeatedly misled by phone, promising that I need to make a deposit in the amount of the balance, and it was a little less than 7200 rubles, unscrew the wager x3 from deposit, although it turns out that it was necessary to make a wager x3 of the total balance, which is 43,000 rubles. And no one told me that I broke the rules. If I had been told about it right away by phone, I would not even make a deposit. At the moment my account is blocked.

Could you request the casino to send you your whole gaming history in Excel format? Please then forward it to veronika.l@casino.guru.

Could you also please state why your account was blocked?

Dear hynix3000,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I can't even log into my account. Not to mention extracting the history of games. my account is blocked

Could you please request the casino to email you your entire gaming history in Excel format? Then please forward it to my email so that we could check it out. My email address is veronika.l@casino.guru. Thank you.

This is not possible because my account has been blocked. I can't enter it

Thank you very much, hynix3000, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, hynix3000,

I am sorry to hear about your unpleasant experience, and I apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, my colleague Veronika asked you to contact the casino via email and to ask them for your gaming history - why should it not be possible and what does it have to do with the fact that your account is blocked, please?

Now I would like to invite JoinUs Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear JoinUs Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the winnings been confiscated? Why has the account been blocked and what steps should the player take to unblock the account? Can you please check the information provided above about the incorrect instruction given by the casino? If it was confirmed, would the casino be able to restore the confiscated winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you please provide us with the player's complete game logs?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear hynix3000,

I was in contact with the casino and was provided with the following information:

• There is also another rule that was applied in this case

"30.10. Before making a withdrawal of the first payout, the player must make a deposit in the amount of 100% of the payout amount and make a turnover of three times the amount of the final game balance after the made deposit. Starting from the second withdrawal of funds, the player must make a deposit in the amount of 50% of the payout amount and make a threefold turnover of the amount of the final game balance after the made deposit. The purpose of this requirement is to reduce the risk of fraud and abuse of no deposit bonuses by players, as well as money laundering by players." (Translated from Russian General Terms and Conditions)

• This point was communicated to the player by our operator during their initial contact
• The casino's security service discovered that the player's first win of 168 rubles was obtained from a no-deposit bonus in the "Casino Slots" section
• Throughout the player's 8 months of registration on the casino's platform, there was no other active action except for accepting no-deposit bonuses totaling 6890 rubles
• The player continued playing on the platform in the "Live Casino" section, where they won 7200 rubles, which in itself constitutes a violation of point 26.3.

"26.3. Wagering of welcome bonuses without making the first deposit can be made in the section in which it was accrued, the wagered funds cannot be played in other sections, otherwise it will be considered a violation of the general terms and conditions of JOINUS" (Translated from Russian General Terms and Conditions)

• Moreover, the management of JOINUS Casino has decided not to cancel all of the player's winnings but to adjust their balance by the amount of the first deposit –> 7200 rubles + 7179.21 rubles (total 14379.21 rubles) from the player's winnings obtained in violation of point 26.3. These funds have already been successfully withdrawn from the casino's platform
• Regarding the win of 52,668.41 rubles - while fulfilling the conditions of the aforementioned point 30.10, the player met the turnover requirements of 3x and played through a deposit of 7200 rubles, the player lost the entire amount without completing the required 3x turnover, after which they continued to play through this wagering requirement with the funds obtained from the no-deposit bonus in violation of point 26.3; the player's balance reached 52,668.41 rubles as a result of wagering these funds
• In light of the stated, the casino considers the user's request for a full payment of 52,668.41 rubles to be illegitimate
• As for the account unlocking, this is not possible as the player violated the casino's internal rules, which makes it impossible to reinstate the account for various reasons
• Furthermore, the casino does not intend to pay out the amount of 52,604 rubles, as the user has repeatedly violated the internal rules and regulations of JOINUS

After reviewing the casino's Terms and Conditions, I also found rule 26.6. stating that every fifth accepted no-deposit bonus must be wagered with at least one deposit under specific conditions.

So, in the meantime, a few more questions arose, and there is also one that has not been answered yet.

Can you please provide me with this information:

• Correctness of the details provided by the casino and the sequence of the events
• How many no-deposit bonuses were claimed and used on your disputed account before the last one
• You have not made any other deposit before, and you only played with no-deposit bonuses
• Is there a chance that you have any proof of the communication with a casino operator and incorrect instructions provided?
• 14379.21 RUB were successfully paid

I requested more details/evidence from the casino, and I am currently waiting for their reply and the data.

"However, my colleague Veronika asked you to contact the casino via email and to ask them for your gaming history - why should it not be possible and what does it have to do with the fact that your account is blocked, please?"

It is possible to request it from the casino CS via email (support@joinus.bet). Feel free to add me to CC there.

RUB 14379.21 successfully withdrawn. All my dialogue was with a specialist on the phone. Unfortunately, I didn't record because I just didn't know it. Okay, I agree that I broke the rules. But after all, they also saw it all that I broke the rules, but did not talk about it. If I had been told about this right away, then I would not even begin to make a deposit of 7200. But they themselves told me that everything was fine. Make a deposit of 7200 and spin the wager x3 FROM the deposit, which is 21,600 rubles. Then I call the next day after wagering the deposit wager, and they already tell me that it was necessary to make x3 of the total balance. 14 400 * 3 = 43 200. The specialists misled and did not tell the TRUTH, but simply lied so that I could make a deposit. I understand that the casino will not pay me anything. I want those people who are going to play in this casino to see it. First, they let those who have already broken the rules play. They see it perfectly, but they don’t talk about it and don’t block it. Once a player wins a large amount, he is sent for verification. Then it turns out that the player broke the rules, but the casino did not say anything about it. Why ?

Requested on August 24 the entire history of the games. Still silent...

There is no response from them...

Dear hynix3000,

Alright, in the meantime, I received your gaming history from the period in question, and the casino's above-mentioned claims were confirmed by the evidence provided. After also having an internal discussion with my team regarding the matter, I would like to sum everything up:

• Each player is obliged to read the casino's Terms and Conditions before they accept them, which you did at least upon registration
• Despite playing a restricted game, it looks like you did not gain any unfair advantage from it (in such circumstances, we would have considered the application of this rule an unfair approach from the casino), but your deposit was lost by playing games, so the mandatory wagering requirements for the deposit and bonus winnings were not met; you continued playing with only bonus winnings and tried to meet the wagering requirements with these funds, which does not comply with the casino's Terms and Conditions, while it is clearly stated and available to all players on the casino website at any time
• As was mentioned, there is one more rule saying that every fifth no-deposit bonus has to be wagered with a real money deposit under specific circumstances, which was likely breached too
• Although we usually do not agree with applying such rules if players are allowed to play restricted games, and confiscation their funds for breaching them, in this case, there were several rules breached, and we are talking about winnings from a no-deposit bonus, which are free money given by the casino
• We try to help players resolve their issues, but we also require their cooperation and evidence from them; it is not enough to just claim something - unfortunately, your claims about incorrect instruction given by the casino are not supported with any evidence, and therefore, we cannot take it as relevant for the case
• Basically, you did not even play for your real money in this casino before, you made a deposit only in order to withdraw the winnings from the casino accumulated from the no-deposit bonus; if all players play in online casinos this way, and they could only win, it would not make sense for casinos to operate at all
• The casino reviews the game history of the players only after making a withdrawal, online casinos are not obliged to do so earlier
• Despite multiple breaches of the casino's rules, they were able and willing to let you withdraw your initial deposit amount (lost by playing) and bonus funds accumulated before playing the restricted game
• You did not lose anything, but rather the opposite, you withdrew 2x more than you deposited
• We agree with the casino's decision and accept such a compromise as a solution

In addition, you have not confirmed all the information I asked you about above.

• "Correctness of the details provided by the casino and the sequence of the events
• How many no-deposit bonuses were claimed and used on your disputed account before the last one
• You have not made any other deposit before, and you only played with no-deposit bonuses"

Was my explanation and summary enough for you, and could I consider the complaint resolved?

Otherwise, if not, based on the above-stated, the requested details will be needed, but I am afraid that the complaint will be closed/rejected anyway.

Looking forward to hearing from you.

1. The casino data I provided was all correct.
2. I can’t know for sure, but I think more than 4 for sure, but there was no conclusion from any of them, they weren’t even won back
3. I haven’t made any deposits before, but even before, the rules for no-deposit bonuses were different

In principle, I do not have the opportunity to provide a recording over the phone, since I did not record it. When I filed the complaint, I understood that there was little chance of winning it. I want people to see that it’s better not to deal with this casino, otherwise you may be left without winning for real money. Best wishes!

Thank you for your reply and additional information, hynix3000.

Unfortunately, players are obliged to read, accept, and comply with currently valid Terms and Conditions, especially if we are talking about free money given by the casino. Those were breached in several ways.

Based on the summary and information provided above, we are closing this complaint as unjustified. The casino acted correctly and in accordance with its terms and conditions. The disputed amount will be updated accordingly.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thanks also to the JoinUs Casino team for their help and cooperation.

Best regards,

Branislav, Casino.Guru