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).