Joy Casino - Player’s experiencing some problems.

On July 27th, Oiran Dream was delivered on Shindai, and it was turned and an error occurred during the bonus. It was said that delivery later would be around August 15th, but it was delivered, but the bonus game did not start. The bed amount of the game that won the bonus game has been refunded. And even though I'm turning to play a bonus game, it's too unreasonable to ask for compensation or guarantee. Is there any way? I have an error time and image, but I'm not satisfied.

Dear シンタロウ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize for the inconvenience, but probably due to the language barrier, I am not able to fully understand your issue. Would you be so kind and provide more details, please?

Did you activate a bonus, but you weren’t able to play with it due to some error message and the bonus expired in the meantime?

Thank you in advance for your reply.

Best regards,

Kristina

It was said that it would be okay to start the game if an error occurred during the bonus and it was recovered at a later date, but if I inquired before the game started, I returned only the bonus game start credit. There was an answer. I turned it to play a bonus game,

シンタロウ, in this case, your bet amount was returned, so the casino proceeded correctly and we aren't able to help you. Situations like this may occur when you have, for example, weaker internet connection.

Please, if there is anything else, we could help you with, do not hesitate to contact us, otherwise, we will reject this complaint. 

That's no good! It's the darkness of an online casino! It's tough when there are unreasonable rules! Even if the jackpot is broken and the line is said to be invalid, it is hard to obey.

Based on these terms the casino proceeded correctly:

"14.1. Whenever unexpected system errors, bugs or problems occur in the software or hardware we use to operate the Website, we will take immediate steps to fix the problem. We do not accept any liability for IT failures which are caused by your equipment used to access the Website or errors related to your internet service provider."

"15.3. If you are incorrectly awarded any winnings as a result of any human error or any bug, defect or error in the software, or the failure of the relevant games product or the software to operate in accordance with the rules of the relevant game ("Errors"), then the Company will not be liable to pay you any such winnings and shall immediately inform the Company of the error and you agree to refund any such winnings that may have been paid to you as a result of such error or mistake."

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. In case you are experiencing technical problems, you should always inform the casino about it. The casino returned the bet amount to your account and this was the correct way to the mistake. 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 and we will try our best to help.