The player from Germany had complained about not receiving the advertised 150% bonus after making an initial deposit at the casino. The bonus was only credited after wagering with real cash, which had not been clearly described in the terms and conditions, leading the player to feel scammed. The player's account had not been verified, and he had already used the deposited money. The player could not use the bonus as he had already gambled away his deposit. We had advised the player that if a bonus was not credited, he should have contacted the casino right away and refrained from using the deposited funds. However, as the player had already used his deposit, there was nothing further we could do. The complaint was therefore rejected.
Joya Casino - Player complains about misleading bonus arrangement.
Amount: €152
Joya Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
10 months ago
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11 months ago
Translation
I made my initial deposit at the aforementioned casino. They advertise a 150% bonus on this deposit. However, the money is not credited to your account and you cannot play with it. You only receive this money once you have reached the wager with real cash. In my view, this is a scam and not described as such in the Terms and Conditions. It's outrageous. For this reason, I cannot recommend this casino and would advise against playing there!
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11 months ago
Hello diebaumgaertner,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joya Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you already use the deposited money or it is untouched on your casino account? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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11 months ago
Translation
No, the account is not verified, just a registration via email and mobile phone has taken place, which is usually enough to get a bonus. I have already gambled away the money I deposited and risked 1% to get the bonus. This was told to me in support yesterday. This was also the last and only contact with this casino. Even the 50 free spins you get have to be wagered with real money at the end in order to receive this. This is not described in the terms and conditions either!
I hope I have fully answered your questions.
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11 months ago
Translation
Hello Nick,
The conversation with the casino was about me wanting to know why the bonus amount of 152 euros was shown to me but I couldn't use it. The answer from support was that I had to risk the money with real money before I received it! The last time I had contact with the casino was yesterday. I have already used the money I deposited and risked 1%, according to support. The account is not verified, just logged in via cell phone and email, which is usually sufficient to claim a bonus. I hope I have answered all questions about your satisfaction.
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11 months ago
Hello diebaumgaertner,
Can you please advise if you can use the bonus now as you used your deposited money? If yes, in fact it does not make any difference as you would have to wager the money either with your deposit or bonus balance anyway.
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11 months ago
Dear diebaumgaertner,
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.
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11 months ago
Translation
No, I cannot use the bonus at the moment. The bonus money can only be used once it has been wagered with real money. The money I deposited was gambled away!
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11 months ago
Hello diebaumgaertner,
Unfortunately, if you did play with the deposit, there is nothing that could be done. Please keep in mind that if a bonus was not credited, you have to contact the casino right away and you can't use the deposited funds.
Is there anything else we could assist you with? If not, the complaint will be closed.
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11 months ago
Translation
You didn't help me at all, so why ask if you can help me any further!
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10 months ago
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
