Joya Casino - Player's balance has been confiscated.

You lie that Elvis frog in Vegas is progressive jackpot and now my casino erased my balance !

Dear t0t0diabl3,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’ve encountered with the game "Elvis Frog in Vegas" and the subsequent actions taken by the casino.

To better assist you, could you please provide more details on the situation?

• Can you confirm if you were led to believe that "Elvis Frog in Vegas" was a progressive jackpot game by the casino, and if so, how was this information presented to you?
• Could you provide details on the circumstances leading to your balance being erased? Were there any specific actions or communications from the casino before this occurred?
• Have you contacted the casino directly about the issue, and if so, what response did you receive?

Please forward any relevant communication or evidence to petronela.k@casino.guru. This will help us investigate the matter more effectively.

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

Hi t0t0diabl3,

After reviewing the entire conversation between you and the casino representative, I want to confirm that your winnings were confiscated because you played a restricted game while completing the bonus wagering. Is that correct?

Thank you.

They falsy claim that I did, and thus confiscated all my funds.

They said it's forbidden / restricted to Play progressive jackpot slots when wagering bonus funds.

The problem is that slot "Elvis frog in Vegas" is not a progressive jackpot slot and has a max win of 2500x.

But they don't change their view because on the following link : https://casinoguru-int.com/en/elvis-frog-in-vegas-slot-play-free it's say it's progressive jackpot slot (even after I showed them that's an error and showing all the other casino slot review websites that's saying it is indeed not a progressive jackpot slot) for example on askgamblers : https://www.askgamblers.com/casino-games/online-slots/reviews/elvis-frog-in-vegas-bgaming

So, they are not willing to actually search the correct information up , they just conveniently found 1 error on casinoguru that they're now using to unlawfully confiscate winnings.

I did not play restricted slot.

I want my last deposit back and my account permanently closed.

Thank you for your help and support

(And I could find many many other reviewing websites where they all state it is not progressive jackpot slot, only 1 website (casinoguru) says it is progressive) and joya casino is using this error to scam me.

Thank you very much, t0t0diabl3, 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.  

Do you know when he will be back from vacation?

Hello, t0t0diabl3,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, if everything you claimed is completely true, you are eligible for more than only a refund of your deposit. Do I understand correctly you insist on refunding only your deposit and on account closure anyway?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Joya Casino team,

Could you please explain the player's situation in more detail? Why exactly have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

In addition, the user mentioned also another confiscation which should have occurred a couple of months ago. Can you share more details regarding this confiscation?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Dear Alexis and Branislav,

Thank you for bringing this matter to our attention.

After thorough investigation, the evidence will be sent directly to you Branislav via email.

We have a strict rule when the internal ( not the official ones) bonuses are in question.

5.4 Bonus terms and conditions apply regardless of whether wagering requirements are fulfilled. Live games and progressive slots are excluded from bonus play eligibility.

Thank you for your understanding.

Warm regards,

Joya Casino

Joya casino obviously doesn't want to acknowledge they're mistakenly considering Elvis frog in Vegas as a progressive jackpot slot.

Also they purposely allow players to play any game at any bet size to catch them making an error to then later forfeit the balance once a withdrawal request is made.

The whole practice of this casino is unfair. Including their terms and conditions that doesn't allign with any other online casino, which makes me doubt that they have a valid casino operator license.

There has been 2 instanses where I feel I was victim. The first one being a weird situation where I feel I got scammed.

The second one being 100% in my right not even a beach of their terms.

The first time I deposited around EUR with Saturday 200% crypto bonus, and successfully wagered ALL of it without breaching terms. Then after I wagered it , instead of withdrawing my REAL AND WITHDRAWABLE BALANCE, I decided to play some blackjack. I reached around 2200 EUR and asked for Withdrawal. Live support chat then told me my balance is confiscated. According to the sketchy terms, I think they might be in the right. But still I would like the deposit refunded.

If it want allowed to play with my real balance than why don't you give any warning before , during or after wagering and why do you not block access to the games that aren't allowed? I know why . Because you are scammers.

For the second problem, which is the reason I opened this complaint , I deposit around 50 euro and they forfeit all my balance during wagering because I play Elvis frog in Vegas by BGAMING. At that moment I was around 130 euro and support told me , no matter what I say or do the balance will be erased once I try to withdraw.

This case they have absolutely no right, and because I did not finish wagering I ask my deposit back.

In total I clearly lost way more in this casino ( certainly over 1000 EUR deposits ) and I feel that 160 EUR transfer to my private cryptocurrency wallet is fair , after which I want to be permanently disabled from their casino.

PS; MESSAGE TO PLAYERS / GAMBLERS

It's unfortunate that this is the way they start out and if anyone is reading this, please carefully read their terms. Some terms are absurd (example: deposit bonus 50 euro to get 50 euro bonus with wagering requirements on total amount BUT only on the provider that nobody even knows existed and maximum withdrawal 50 euro??? So you deposit to play and you can only withdraw what you deposit, this is just an example that might have been changed by now but everyone please be careful!)

Joya casino said: "We have a strict rule when the internal ( not the official ones) bonuses are in question."

Please elaborate the difference between internal and official bonus?

Ultimately, a progressive jackpot wouldn't have a max win of 2500x , just wanted to add this about the claim they're making Elvis frog in Vegas being progressive jackpot.

Hope they will recognize their mistakes and treat customers as they should in the future. I hope my complaint will help.

/

Greetings all,

Thank you both for your replies and I am sorry for the delay.

Dear Joya Casino Team,

Thank you for your email. However, I am sorry but I really do not understand what you were trying to show by those screenshots. You sent evidence confirming he made a deposit and that the casino gave him a bonus. I asked you for a detailed explanation of the user's situation and supporting evidence. Unfortunately, nothing has been provided until now. To be honest, since I have currently 2 open complaints with Joya Casino, it seems like the casino unfairly uses the same rule against players, while its application does not make sense at all.

1. A live chat representative informed the user that he played a restricted game while playing with a bonus because it was a Progressive Jackpot slot game when he only asked them about the status of bonus wagering requirements.
2. Regardless of the information on the casino.guru website (or any 3rd party source), it is possible to find out that the game in question is not a Progressive Jackpot slot.
3. Some casino rules state that "Wagering does not apply to the following games: ...", others say "The following games are not permitted for the wagering requirement: ...", which does not mean the same at all, but they list the same game types. If the wagering does not apply, wagering on such games should not be counted toward wagering requirements. If some games are not permitted for the wagering requirements, our position is clear - the casino should enforce it on its side and not allow players to play such games at all, or at least inform players about possible breaches by playing such games with an additional notification, so players can accept it or get back and continue in another/allowed game.
4. Even if it was a Progressive Jackpot slot, the casino is the one who should enforce it on its side and not let players fall into a trap if it means winnings confiscation or bets in such games should not be counted toward wagering requirements.
5. Rule 5.4 makes no sense in this case. The player did not play a restricted game since we are not talking about a Progressive Jackpot slot.
6. I went through the casino website, and I even could not find a mention of the game in question as a Progressive Jackpot slot. So, claims that it is somewhere marked as a Progressive Jackpot slot (3rd party) are completely irrelevant, and applying the rule this way is completely absurd.
7. I asked you also about the previous winnings confiscation the user mentioned, and I am still waiting for the details and supporting evidence. If the user's claims are true, and the casino confiscated his winnings (even the deposit, which makes no sense at all again), which were accumulated from the winnings successfully wagered and converted to a real (withdrawable) balance, we definitely do not agree with winnings confiscation. There is no reason to apply bonus rules to such funds/winnings.

After reviewing all the information and details provided so far, we definitely side with the player and recommend the casino restore the player's balance to the point where it was before the confiscation, and in case the wagering requirements were not met at that point, to let him play and give him a chance to finish the bonus. In addition, if the casino cannot prove that the player made up the story about the previous winnings confiscation, we recommend returning those winnings to his balance too.

If I overlooked anything important or essential for considering the case on our side, feel free to let me know and substantiate it with relevant and sufficient evidence. You can forward everything necessary to my email (branislav.b@casino.guru).

The disputed amount will be updated to €2130 (the original €130 + the approximate amount of the previously confiscated winnings, as the complainant stated and I noticed in the data from the casino) until the casino proves something else.

Although the user stated that he will be alright with only his deposit(s) refund, he is very likely eligible for much more than that. Once both issues (2x winnings confiscation) are cleared up and solved, then the casino can do anything it wants with the user's account.

Looking forward to hearing from you.

God bless you. I hope they will do the right thing , because I have proof from the 2000 euro confiscated upon asking withdrawal 2 times 1000€ (because I wanted to secure 1000€ and had a balance left that I managed to get also over 1000 eur, leaving approximately 200 in my balance that I tried to make big spins quickly an hit a bonus to claim it later because they told me EVERYTHING INCLUSIVE DEPOSIT WAS NOW CONFISCATED.I have all chat transcripts and emails and any proof as I took maybe 100 screenshots during deposit , when I activate deposit bonus before I play I always contacted chat support and they tell me first, you can play sweet bonanza and 'ext week they say it's forbidden because their is a bonus buy option (even if you don't use that) this is also ridiculous because 90% OF NEW GAMES HAVE BONJS BUY FEATURE. It should be allowed as long as the players doesn't actually buy a bonus and only spins the slots. But anyway that's not the point of this current complaint.As I said I have proof of all my claims including screenshots w emails, transcripts. And of course the ridiculous terms and conditions that state that I can't play games of my choice after I finished wagering.

JOYA CASINO PLEASE DO THE RIGHT THING I BEG YOU.

PS: I TRIED TO MAKE AN ARRANGEMENT WITH THEM OVER CHAT AND THEY TOLD ME THE MANAGER Will look into it and contact me with a reply, after not receiving any reply for a week I emailed them again at asking if they are open to make an arrangement to get this matter solved where both parties can be satisfied. Of course they never replied.

Hello Branislav and Alexis,

Hope you had a great weekend.

I will send all the details and evidence via email Branislav.

I need to address some points that were inaccurately presented:

First, we consider the game Elvis Frog as a Progressive Jackpot, as reflected on your website, which is widely regarded as a credible source by many casinos and players. I’m curious as to why you would state otherwise, given this information.

Additionally, the mentioned 5.4 rule in our Terms & Conditions is both reasonable and transparent, as it reflects our internal policies. This rule is applied to internal bonuses, and once a player accepts a bonus, they agree to all accompanying terms. It's standard practice that Progressive slots and live games are excluded from bonus play. This isn't something new, as players often try to exploit similar strategies to gain an advantage over the casino. We always adhere strictly to our rules, rejecting winnings if there is a breach, while paying out winnings that are fair and compliant with the terms.

I need to add that this player was very rude on chat and he sent some inappropriate photos of himself to our agents while they were trying to explain all about this matter and his game flow. I will provide you with that photo in the email but I am not sure if you are willing to see something like that.

We will stick to our rules as we know that we didn't damage any of our players but we can not avoid our terms.

Thank you for the understanding.

Best Regards,

Joya Casino

That picture is not me. I was very angry and that was days or weeks later that I send that image I took from Google images. Don't try to change the subject. You are thieves is the subject here.

Dear Joya Casino Team,

Thank you for your response and clarification.

Feel free to send all the details and evidence via email or Skype. I think that I have not received any further email or information/details regarding this one. If I overlooked something, please remind me when it was sent and in which way, and I will try to check it once again. Of course, you do not have to forward me the photos you mentioned.

However, as for Elvis Frog as a Progressive Jackpot on casino.guru and why I would state otherwise - although casino.guru is definitely a reliable source of information regarding online casinos and games, such parameters are reviewed and set up by people - casino.guru employees. So, considering all the information and details we daily check, store, and set up in our system, it is understandable that a mistake or human error may occur from time to time. On the other side, the casino has not provided any proof of mentioning such information on its website (the game in question being considered a Progressive Slots), while it is the one who should provide correct information to its players (regardless of any information/details on any 3rd party websites). The only one and correct source of information about online games, which the casino offers to play, is the game provider who provides the game if the casino is not sure about it. The game provider's confirmation should be final in such cases, and also, the casino should be able to admit its mistake if something like this happens. It is not completely alright to refer to a 3rd party website if we are talking about the user's winnings confiscation. I am trying to look at the matter objectively, but regardless of how I look at it, under the given circumstances, all the gathered information and the way of application of the mentioned rule rather play against the casino.

Furthermore, I would like to share with you a clarification from my colleague who handles these settings around games on casino.guru (please see the screenshot below). He also added that he himself contacted the game provider but their explanation was not completely clear, and also, similar to my above statements - although it could be taken as our position, casino.guru basically does not have anything to do with the casino's games and how it applies its rules and considers the games it offers, and it should be mainly between the casino and the game provider.

The game's categorization will likely be changed soon if it has not been yet. However, I did not want to solve it during the complaint resolution process, since it could have looked like we changed it immediately on our side to avoid responsibility for a mistake on our side, even if it makes no sense. One of my colleagues was active and started solving it earlier, instead of me.

Anyway, there are 2 important things that play against the casino. It should not rely on a 3rd party website, and even if the game in question had been categorized as a Progressive slot - it should be enforced by the casino, which should not allow the play of such a game with an active bonus, should not count bets in such game toward wagering requirements, or at least it should somehow additionally inform/notify players about it. But I am only repeating myself now.

Are there any notifications/pop-ups informing players about these rules and facts upon accessing restricted games?

That is the incorrect approach - the casino should not confiscate winnings upon reviewing the gameplay, it should prevent players from accessing them and unintentionally breaking the rules. As I mentioned in the email regarding another case, we could maybe accept the application of such a rule if there is at least a notification/pop-up informing players about possible breaches and consequences upon trying to access such games - not to let them breach the rules so easily and confiscate their winnings retrospectively after they do it. It does not seem fair to players, especially regular ones who did not try to abuse it. The player himself mentioned above he was aware of such things and restrictions for bonus features in games, etc., and that he probably made only common bets in the game in question. So, his play in that game even did not have to mean any (unfair) advantage, which is the reason why such rules and restrictions were created at online casinos.

Is the casino able and willing to reconsider its initial decision and restore the user's funds?

In addition, could we then also look into another issue - the previous winnings confiscation?

Playing live games after wagering the bonus is only okay if you end up losing. But when you take this risk and win, it's suddenly against the rules. I asked numerous times in chat to explain me all the rules (because their written terms are kind of confusing) I have at least 10 chats only for the purpose of bonus terms and conditions information. There is no messages, pop-ups, notifications, messages in the bonus section, or anything else that would have made me guess I was doing something I could not according to your unfair terms.

I play online casino's since 2018, this is my first complaint in 6 years playing.

Other casino's either •block the restricted games to be accessed •Show 0 balance inside the games that are restricted.

A funny example yesterday I was playing on spinch.com who are awesome. I was informed clearly but still accidentally was going to make a bet (spin) of more than the allowed amount of 2 euro. My bet was 4 euro and I clicked spin button. Balance was above 100 euro. Do you know what happened, JOYA CASINO?? I got a error message that I don't have the funds placing this bet.

You know what you would have done, JOYA CASINO??

You would have let me continue until I realized and only (only!!) IF I successfully wagered and asked withdraw or asked information in the chat during wagering, YOU WOULD DELETE ALL BALANCE AND TELL ME WITH NICE WORDS TO GO F MYSELF. Not even feeling any emotion for us and not even considering solving the problem or refund the deposit. ESPECIALLY AS YOU CLEARLY CAN TELL AND YOU WELL KNOW THEIR WAS NEVER INTENT TO CHEAT OR HAVE ADVANTAGE!!!

THAT'S THE DIFFERENCE BETWEEN A FAIR AND HONEST CASINO AND JOYA CASINO!

PS: If I played blackjack to gain advantage after I finished wagering how does that makes sense , especially since it was thanks to side bets (who are the worst bet you can make considering the house advantage)

On my first bonus I did the same thing after wagering and I had 2400 euro. Instead of withdrawing I go to blackjack live and lost it all. Between then and the time you confiscate my winnings of blackjack there was at least 1 or more months and you have NEVER informed me! As long as I don't withdraw. And many people you are scamming like that in my opinion. And most victims don't know better and leave it as it is.

I find the last question casino guru asked (but didn't get a response too) interesting; how much balance whas there when I finished Wagering the bonus 100% ( before blackjack or live games) what was the amount? Would you consider to pay me out that amount? If I remember it was between 1000 and 2000 euro?

(Please don't lie because I have it on one of the hundreds of screenshots if I really need to prove the balance that was wagered and turned into real balance)

And for the Elvis frog in Vegas case, you know you are 100% wrong and you need to give me back my deposit.

An additional compensation would also be something to show your goodwill and effort to be honest and fair. But I doubt that.

Hi Branislav and t0t0diabl3,

Thank you for your detailed response and for sharing your insights regarding this case. I appreciate the time taken to clarify your perspective and the feedback provided.

As previously mentioned, we are actively working on updating our processes to ensure a smoother experience for our players, especially with regard to categorization and segmentation (e.g., bonus buy and progressive slots). Although this segmentation is currently in progress, we have been handling promotions manually to mitigate any potential issues in the interim.

I fully understand and respect your position, but I would like to reiterate that, in many cases, players are well aware of the terms when receiving bonuses from the casino. Unfortunately, some may attempt to exploit perceived loopholes or inconsistencies to their advantage. While we always strive to be fair, we must also uphold our terms and conditions to maintain the integrity of our operations.

In light of this, we are prepared to offer a fair resolution to the player. We are willing to refund the player's deposit and give them the option to either:

• Use the refunded amount for real-money play, or
• Withdraw the refunded deposit immediately.

Please feel free to communicate these options to the player, and let us know which solution they prefer.

Thank you once again for your understanding and collaboration.

Best regards,

Joya Casino

Dear Joya Casino Team,

I appreciate your willingness to propose a fair solution. It’s comforting to know you are committed to resolving this with me.

I would like to clarify the details of my two deposits. The transaction list appears incomplete, as clicking "next" redirects me to the home page. Could you please confirm the amounts for both deposits?

Elvis Frog in Vegas Complaint: Despite the error regarding the progressive jackpot, I accept a refund of the deposit used to activate the bonus. This seems fair.

Confiscated Winnings: Regarding the confiscated €2000+ (withdrawn €2000 and remaining balance), I propose a better alternative. After wagering over €10,000 with a more more than €300 bonus balance (including my deposit) on slots without bonus buy options, I won honestly. It’s important to note that such limitations make about 90% of the slots unavailable to play. Given these restrictions, it's almost a miracle I managed to complete the wagering requirements and have the bonus transferred to my real balance. I breached your terms only after completing the wager, which were unfair, and I wasn’t warned about them. I request the amount I had before the mistake, minus a penalty. This was during a 200% crypto bonus with a €100 minimum deposit.

Additionally, please provide the exact amount I had after completing the wagering requirements and before I played the first table or live games.

According to your terms, these games are restricted with bonus money and,in my opinion unfairly, even after the bonus money was now real money.You stated I should have withdrawn first and deposited again to play those games.

Your efforts are greatly appreciated and reassuring. It’s evident I had no intention to abuse the system, as live games can lead to quick losses, which happened before my lucky comeback and two €1000 withdrawals.

Given the time, effort, and stress involved, I propose receiving the amount I had before playing table or live games, post-wagering. This would save me further trouble.

You said yourself in a previous message in this complaint page "We always adhere strictly to our rules, rejecting winnings if there is a breach, while paying out winnings that are fair and compliant with the terms."

And I believe that this could be viewed as paying out fair winnings I had before accidently breaching terms.

Please respond with a fair proposition. I look forward to a mutual agreement and could see myself continuing to enjoy your evolving casino, including the new Trueplay-implanted Joya tokens.

As a side note, I recently deposited and lost over €5000 at other casinos. If we hadn’t encountered these issues, you would have made more income from my play than what has been confiscated so far.

In light of our positive negotiations, I am willing to remove any negative reviews I have published on various major review platforms. Additionally, I would be interested in becoming an affiliate if I see that Joya Casino is committed to transparency and continuously growing its place in the online gaming industry.

For the Elvis Frog deposit refund, please confirm the amount and preferred cryptocurrency for the refund to my personal wallet. My preferences are XRP, DOGE, TRX, USDT (TRC20), LTC, or SOL.

Thank you for collaborating with me and CasinoGuru towards a complete solution. Best wishes to you and your team.

Sincerely,

Alexis K

(t0t0diabl3 /

Chatty_t )

Thank you both for your replies.

Dear Joya Casino Team,

Can you please provide us with the following:

• What is the amount of the deposit to be refunded?
• Can you please answer the user's questions regarding the preferred payment method for processing the refund and questions regarding a solution for the previous winnings confiscation?
• Can you provide us with a detailed explanation of the previous confiscation and share with me the user's game logs from the time it happened?

Feel free to forward the game logs to my email (branislav.b@casino.guru).

Hello Branislav and Alexis,

Hope you are well and safe.

1. Amount to be refunded is: 69.86 eur ( I will send you all the transaction history)
2. We will refund the player through USDT. ( We need just him to send us his wallet on support@joya.casino and we will do the refund)
3. Sure, I will send you the player's game flow via email.

Thanks for the understanding.

Best regards,

Joya Team

Hi Joya casino

I confirm the reception of the amount as previously posted.

Thank you for your quick response and correct processing 🤍

I look forward to working towards a fair solution for the second disagreement once CasinoGuru can review and respond to the gameplay history list they have requested.

Wish you a nice day and weekend

Alexis

Thank you very much, guys, for your emails/replies and updates. Good to see some progress.

Dear Joya Casino Team,

Although I do not completely understand the part of your email about the user's deposits and a refund, he already confirmed the successful refund, which we can consider sorted out and closed. However, there is still another issue for which, unfortunately, we have not received sufficient explanation and/or supporting evidence, and you have not commented on it yet at all. In the screenshots you provided via email, it is not possible to see all the relevant details.

Can you please simply explain in detail the user's play that led to the previous winnings confiscation (something around 2,000€) and substantiate your claims and the casino's decision with relevant details and supporting evidence + rule(s) that should have been applied to confiscate his winnings?

If it suits you better, feel free to send everything necessary to my email (branislav.b@casino.guru) or through another communicator.

Thank you.