The player from Germany had permanently self-excluded from Joya Casino but found his account reopened without consent, which led to a loss of 200 euros after he received a free chip months later. He requested a refund for the lost amount. The casino acknowledged a technical error that had caused the account to be mistakenly reopened and agreed to refund the player's deposits. The player successfully withdrew the refunded amount, resolving the issue.
Joya Casino - Player’s account was reopened without consent.
Amount: €200
Joya Casino
Safety Index:HighSafety Index
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8.1
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
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2 months ago
Hello, at Joya Casino i selfexcluded me permanent with no reopening and after they did that they send months later a freechip and reopened by themselve my account. I want the 200 euro refunded which i lost after they reopened my account in such criminal way by themselves. This was the chat of the selfexclusion on the screenshot seen.
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2 months ago
Dear yasin61,
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, so I can understand the whole situation completely.
- Have you received a response to your self-exclusion request or confirmation from the casino regarding the duration of the account closure?
- How did you find out that your account had been reopened?
- Could you please share your communication with the casino regarding the self-exclusion request? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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2 months ago
Translation
Hello, you can see in my screenshot above that the casino has confirmed the self-exclusion and that the account will remain closed forever. This means that the duration is permanent, which is very clearly visible. I found out that my account was opened by the casino without my consent and that it was permanently blocked and cannot be reactivated (the casino itself said this in the chat, see screenshot above) through a free bonus. See my screenshot here 
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2 months ago
Dear yasin61,
Could you please send the entire communication with the casino regarding the self-exclusion request and the bonus offer to my email address at dominika.l@casino.guru?
Please leave the screenshots unedited to clearly display all details.
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2 months ago
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I have sent you everything, and I would also like to mention that the casino refused to send me the requested game rounds via PDF
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2 months ago
Thank you very much, yasin61, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello yasin61,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Joya Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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2 months ago
Dear Yasin and Respected Forum Members,
First, I want to sincerely apologize for the inconvenience and distress caused regarding the reopening of your Joya Casino account. It was certainly not our intention to reactivate an account that had been permanently self-excluded as per your request. We take such matters very seriously, and I regret that this issue occurred.
Unfortunately, due to a technical error during a recent system update, an automated process mistakenly included previously closed accounts, such as yours, in a promotional offer. Please note that the bonus was entirely free, with no deposit requirement, and the intention was simply to reward players, not to undermine any self-exclusion agreement.
I fully understand that this situation has caused frustration, and for that, I am truly sorry. Your account has been permanently closed once again, and we are implementing additional safeguards to ensure that this type of mistake does not happen in the future.
We appreciate your understanding, and once again, we deeply regret this error. Please do not hesitate to reach out if you have any further concerns.
Best regards,
Joya Casino
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2 months ago
Translation
Hello, don't lie about a system update. You wrote to me directly and opened the account. It was also clear that you wouldn't say a word about giving me back my deposits that were made as a result of your behavior in reopening a permanently blocked account. Pay me my 200 euros into my Jeton account and the matter will be settled. I want the money back that was made as a result of your mistakes and criminal actions. It's 200 euros that I lost as a result of your behavior in reopening my account without my consent.
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2 months ago
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Let's see which side you are on now, Casinoguru, this casino is lying, even if the system error is true, which is not the case, then the support should not have written directly. It was the support email, so directly personalized by the support and not the newsletter marketing email. It was a completely deliberate action and that is more than criminal. I spoke to the casino again and they said no to a refund. This refund is more than justified and I will present this case to Trustpilot if I do not receive my money.
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2 months ago
Dear Joya Casino Team,
Do I understand correctly that not only has the player received a promotional offer, but you also reopened the player's account?
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2 months ago
Translation
This is what they wrote in another complaint about Joya Casino and it is clear that this casino violates this rule: On the other hand, self-exclusion has significant consequences. If a player successfully completes a self-exclusion, the casino undertakes not to open this account, or if it does, only under certain circumstances (after the cooling-off period and this is not possible for players who are addicted/have a gambling problem). In addition, the casino cannot guarantee that if they specifically open the account of a permanently self-excluded player, they will not have developed a gambling addiction. A refund of my deposits is therefore more than legitimate for this casino that acts so criminally.
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2 months ago
Hi Michal,
In our system, we have two ways to close a player's account. The first option is for a chat agent to close it, but in that case, the account can still be reopened, allowing the player to log in and deposit. The more secure option is for the player to self-exclude by it's own, which completely prevents access and deposits. The player has not been self excluded by himself so that's the reason why this was happened and it was not our intention.
Recently, we made significant changes to our system, and unfortunately, it seems the system didn’t properly recognize that certain accounts were closed, resulting in promotional offers being sent out to these players. This isn’t the first time this has happened, and a few players reached out to ask why they received offers when their accounts were closed.We’ve immediately addressed the issue and made sure everything is now functioning as it should.
Just to clarify, the promotion in question didn’t require any deposit – it was simply a token of appreciation for our players so unfortunately the refund is not the most fair required option.
Thank you for your understanding.
Best regards,
Joya Casino
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2 months ago
Translation
Your support has confirmed that the account will remain self-excluded forever and has no possibility of reactivation, see my screenshot at the top. And stop with your fairy tales. Yes, the bonus was free but I am concerned about my deposits and not the bonus. They no longer respond in the live chat. So here you can see again clearly and distinctly that you said my account can never be reactivated. One lie after another from you 
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2 months ago
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It pisses me off, I submitted the complaint 3 weeks ago and nothing has happened. Casinoguru only understands what is going on after weeks. Still no solution. I will make this case public wherever I can. I am fed up with these fake good reviews and basically being on the side of the casino. And I will also write to the German authorities in Darmstadt, Casinoguru is only on the side of these criminals anyway, I have had enough, I will
Publish yourself everywhere
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1 month ago
Thank you, Joya Casino for the explanation.
Just to clarify, was the player's account permanently self-excluded, and then mistakenly reopened due to the error you mentioned? Or was the account closed only by the chat agent, which would make it possible to reopen more easily? Would you reconsider refunding the player and therefore resolving this complaint since you admitted that the error was on your side?
Dear yasin61,
I understand your frustration. Let me assure you that we are working very hard to go through all of the evidence provided to us and that is the basis for our final decision. We do not choose sides. Your patience is greatly appreciated.
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1 month ago
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Hello, first point: The casino should prove that it was a system error, every player should provide evidence in a complaint but the casino shouldn't, right? Second: The statement: Or was the account just closed by the chat agent, which would make it easier to reopen? You can leave out this statement because the casino clearly self-excluded my account without reopening it, see my email/screenshot with this statement from support: Please Note that your account has been closed and there is no Option to be reopened again. Thirdly, I wonder why they are asking the casino all these things? Everything has been answered in the previous answers, I don't feel like I'm being taken seriously here. It is clearly a game by Joya Casino to open players' accounts without their consent and then lure them with bonus offers.
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1 month ago
Dear Michal and Yasin,
There is one important detail I forgot to mention. After receiving the automatic promotion, the player successfully met all the requirements and withdrew €50, which was promptly paid by us. Following that, the player made four deposits, totaling €200.
After further discussion, we have decided to make an exceptional allowance in this case and return the deposited amount to the player's balance, enabling them to request a withdrawal immediately.
We hope this resolution will satisfy the player.
Best regards,
Joya Casino
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1 month ago
Dear yasin61,
Can you please let us know if you were able to withdraw the refunded deposits successfully? We will be waiting for your reply. In case you did, we will close this case as resolved.
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1 month ago
Dear yasin61,
We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal V,
Casino.Guru
