Joya Casino - Player’s balance has been confiscated due to IP change.

A few weeks ago, I was playing on this casino site, and my remaining balance was confiscated with the explanation that my IP address had changed.

In my inquiry, they acknowledged that I had not engaged in any fraudulent activities.

(Such as multiple accounts, VPN use, or organized cheating).

However, the only explanation given was that the change in IP address was the cause.

I believed that this issue was due to an arbitrary interpretation of the terms of service, and that if I explained the situation, they would understand. Therefore, I had not made the issue public until now.

However, I have now noticed that I can no longer access the site, so I am making this information public.

If there is no way to establish contact with them, recovering my balance might be difficult. Nevertheless, I would appreciate any assistance.

Dear akasakayo,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’re experiencing with the casino site regarding your account balance and access. To help us better understand your situation and assist you effectively, could you please provide the following details:

• When did you first notice that your remaining balance was confiscated?
• Can you provide more details about the response you received from the casino regarding the IP address change?
• Have you received any additional explanations or follow-up communication from the casino after your initial inquiry?
• Can you provide a copy of the communication you’ve had with the casino support team regarding this issue?
• Could you forward any relevant emails or documents that support your claim to petronela.k@casino.guru?

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,

Petronela

I only realized that my money had been confiscated when I received an email from the other party informing me that my remaining balance would be confiscated.

Inquiries were made between 07/17 and 07/18.

Regarding the change of IP address, I was just playing as usual.

I was told that multiple IP addresses were identified, but the wagering requirements were so extensive that I had only been playing for a few days.

I don't think I forgot to close the site, and I have not done anything intentionally that would cause the IP address to be changed.

I would like to forward detailed communications with the other party via email.

I have forwarded your conversation with the live support representative.

I also sent screenshots of the email exchanges attached.

The other party understood that I was not doing anything wrong, but they explained that the change in IP address was a violation of the terms and conditions.

However, I think it's normal for your IP address to change when playing on a smartphone.

There is no evidence that Wi-Fi was used.

For example, if I had accessed the app from a location far away from where I was originally playing, it would have been understandable that it would raise suspicion, but I was not on any business trips during that period, and the location where I opened the app was the same as I remember it being.

(I think I was quite far away when I received the notice of confiscation because I was at work when I accessed the app.)

Thank you very much, akasakayo, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you akasakayo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joya Casino for their help in resolving this complaint. We would like to know why is the player's account blocked and winnings confiscated.

Thank you!

Hello dear Akasakayo and respected forum,

Thank you for bringing this matter to our attention. We are well-acquainted with this case, and I will provide a detailed explanation. All relevant evidence, our Terms & Conditions, and the entire situation will be sent to you via email for your thorough understanding.

After a thorough review, we confirmed that the player achieved a significant win. However, according to our Terms & Conditions, it is prohibited to change IP addresses during gameplay. The winnings are only valid if played from a single IP address. The player in question changed their IP address multiple times, which is a clear violation of our rules.

As a result, we have refunded the player’s deposit. Regrettably, we had to decline their withdrawal request and reset their balance to zero. It is important to note that the funds were not confiscated but rather declined. Our fraud team has been extensively involved in this investigation, and this decision is final.

We are always happy to see our players win and consistently pay them in a timely manner. Unfortunately, this cannot be the case this time due to the detection of fraudulent activities.

Thank you for understanding.

Joya Casino

In this case, from the user's perspective, it is not possible to know whether the IP address has changed.

I think they may also be asking to see a list of detected IP addresses.

Please let me check that first.

Dear akasakayo, I am in contact with the casino representative directly and have requested a clarification on the situation. I will update you about any further developments. Thank you for your patience during this time!

I have done some research on IP addresses myself. I have confirmed that IP addresses change over time and when a smartphone is turned on and off (even when in the same location).

I was playing using the bonus, but the wagering requirements were quite high and it was not realistic to clear them in one day, so I think it was natural to try to clear the wagering requirements by playing over several days.

I believe that this implementation of the terms of use was an error on JoyaCasino's part.

This is not access via a VPN or a different line, which could be considered fraudulent activity.

Before playing at an online casino, I usually pay close attention to the complaint information and user reviews on this site.

I have looked into the complaints about various casino sites, and I often see that IP address duplications and other issues are the cause.

However, in this particular case, the argument is that it only matters if it is a single IP address, and I expect there will be many more complaints if this one case is strictly enforced.

I suspect that the decision to allow or deny the withdrawal was made arbitrarily by the relevant department.

There is one thing I am wondering about.

Did all of you who have played at JoyaCasino so far really only use a single IP address?

For example, even for fixed devices, resetting the router is expected to violate the terms of use. For mobile devices, the IP address changes over time or when the power is turned on and off.

Single IP address

If Peter also supports JoyaCasino, I would like you to raise awareness of the issue widely for the benefit of future users.

I'm sure it's definitely a clause that will cause problems.

This time, fraudulent activity was detected.

The phrase cheating makes me sad.

I am not satisfied with this and would appreciate it if you could help me with the license inquiry, although I apologize for the inconvenience.

Dear akasakayo, unfortunately, these IP changes occurred during the same betting session therefore some manipulation must've taken place. With that mind I'm unable to assist further and will have to reject your complaint. 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.

Kind regards,

Peter