Joya Casino - Player's winnings are confiscated due to unclear rules.

I am writing to request a review of my account balance and winnings. Recently, I deposited €150 and received a €150 bonus at Joya casino, which I used to play the Gods of Giza slot. During this session, I accumulated winnings of €1068. However, my balance was unexpectedly reverted to €300. When I reached out to live support, I was informed that the issue is related to Rule 5.3: "Wagering does not apply to the following games: Roulette, Live Casino Games, Blackjack, Progressive Slots, Keno, Scratch, Table Games, Games with Bonus Buys, and Games with Progress Bar Feature."

I never used any BONUS BUY options or features in the game. If the intent of this rule is to restrict certain slots based on the MERE PRESENCE of bonus buy feature—even when players do not activate them—then I find this policy to be both confusing and unfair. It's similar to a rule prohibiting any slot containing the color red, regardless of its impact on game play.

A rule that penalizes players based solely on the presence of a feature, rather than its use, is ambiguous and even absurd. I believe applying common sense here would show that my game play and winnings should not be penalized due to this clause. I kindly ask that the casino reinstates my winnings balance based on a reasonable interpretation of their policies.

P.S. As additional point: almost all online casino out there prohibit using Bonus features while playing with bonuses. It seems like the Joya casino is the only one who wants to confiscate winnings for playing slots only CONTAINING (and not utilized in any way) feature.

Dear davbezmenov81,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify if Gods of Giza is the only game you played while your bonus was active?

Did you see any pop-ups, notifications, or any graphics showing that the game you are about to play contains features that are forbidden to use while the bonus is active?

Have you contacted customer support after your winnings were confiscated? What was their reply?

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

Veronika

Yest it is the only game I played. No there was no any notifications or pop-ups. Yes, immediately I contacted the live chat as I stated in my complaint, In response they refer me to 5.3 of there terms and cond. They refused to accept my common sense arguments.