The player from Rhineland-Palatinate had deposited €10 and received a 200% bonus, leading to a balance of €30. After winning €2700 on a spin, his attempt to withdraw €2299 was denied, with the casino having set his balance to zero, claiming a violation of the bonus terms. The player disputed this, noting that the offer email had allowed play with any provider. The issue was resolved by reinstating his balance of €2299, which allowed him to wager it again with a reduced requirement. Ultimately, he successfully withdrew his total winnings of €9000 after completing the wagering requirements, and the complaint was closed as resolved.
Joya Casino - Player's winnings confiscated due to alleged bonus terms violation.
Amount: €9,000
Joya Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.1
Joya Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello Casino Guru Team,
I deposited €10 with Jeton and received a 200% bonus, giving me a balance of €30. 
The wagering requirement was not displayed in my profile, so I had to keep asking support how much more I needed to wager.
I hit a €2700 win on a €0.50 spin on Big Bamboo.
When I wanted to withdraw €2299, they set my entire balance to zero, claiming I violated the bonus terms. However, this is not true because the offer email stated that I could play with any provider using this bonus.
Therefore, I kindly ask you to take action. It seems to me that the casino is not okay with me wanting to withdraw €2299 from a €10 deposit, and that's why they set my balance to zero. Attached are all the important screenshots.
Automatic translation:
Public
Public
4 months ago
Hello SweedMusic,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joya Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Were only the restricted games the issue which caused the void of your balance? When was the last time you spoke to the casino and what was it about?
Based on our policy, the casino should ensure that restricted games are not even playable while the player has an active bonus and not to confiscate their winnings if they allow to do so.
Looking forward to your answer.
Regards,
Nick
Public
Public
4 months ago
Translation
Hello Nick,
It is a mystery to me how this casino has such good reviews from you, this casino has not only set my winnings to 0 but also deleted my entire game history
Attached are pictures of my winnings & other things
the verification did not take place because the casino set my balance to 0 after wagering because I apparently played games that were forbidden, 
I just wonder how you yourself even say why I am not kicked out of these games? In my opinion
They just don't want to give me my winnings because I won over 2000€ with 10€
and yes because I have played games where you can buy a bonus, which I didn't do & above all I played normally & the offer says that I can play all providers
Attached are several screenshots where my history was completely cleared
Automatic translation:
Public
Public
4 months ago
Translation
Incidentally, I only know that with all other operators, you are kicked out of the game when the bonus is active and you can't play it at all! Not the case with this casino, unfortunately the two pictures of the big bamboo hit don't load. I'll try to upload them again later
Automatic translation:
Public
Public
4 months ago
Translation
Here is the video of my win, I also recorded it for my safety and of course I also sent it to my colleagues..
Automatic translation:
Public
Public
4 months ago
Translation
it was a base game hit, where I had an almost full screen with the green bamboos where the panda was then, but you can also see it because it then continues to rotate to 50 cents
Edited
Automatic translation:
Public
Public
4 months ago
Translation
I spoke to the casino for the last time and said that I will not discuss things with them any further and will do everything through this portal because without your help a normal player will never get his money
Automatic translation:
Public
Public
4 months ago
Translation
Just this statement that I have to ask support how things are with the wager & they then say yes, you've finished wagging and then set my balance to 0, I'm really sorry with these many messages
But how often do you get such a win, only to then set it to 0 because you allegedly didn't stick to the conditions? I just find that mega antisocial
I have had three or four open complaints with you, all of which have been resolved by you because I was right & because you understood me & helped me! Without you I would never have received these payments
I would like to thank you very much in advance and look forward to any feedback!
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
deposited strangely, no game history and balance at 0, you now have all the screenshots and proof that they are trying to scam me completely by any means
Automatic translation:
Public
Public
4 months ago
Translation
In a screenshot you can see my email, please make it unrecognizable for other users, thank you!
Edited
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
If a player activates a bonus, the casino should ensure that non of the restricted games are playable. I will now forward your complaint to my colleague MIchal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
4 months ago
Translation
Thank you very much, I hope he can help me get my money
Automatic translation:
Public
Public
4 months ago
Hello SweedMusic,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite Joya Casino to join the conversation.
Dear Joya Casino,
Could you please provide further details regarding how the player breached your rules or did gain any unfair advantage? How are the players made aware of which slots are restricted when playing with a bonus?
Public
Public
4 months ago
Translation
I am curious about the answer from the casino here, I have uploaded all the evidence I have
Automatic translation:
Public
Public
4 months ago
Translation
Dear Michael,
I'm losing my faith, this casino has made me a fake history with bets of over 200€, I didn't buy anything, you can see this base game win in the video, now let's look at the screenshot, the highest bet I made was 5€
This casino has taken the time to manipulate everything
attached the screenshot 
Automatic translation:
Public
Public
4 months ago
Translation
Before there was no history at all, and now games with bets that I never made, that's crazy, I've never seen such fraud in my life
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
Just to give you a quick update. I'm in active communication with the Joya casino team and we are trying to find a suitable consensus. I'm expecting an update from the casino team soon.
Public
Public
4 months ago
Translation
good news money is on my profile, please just leave the complaint until I am verified and have received my money
Thanks(:
Automatic translation:
Public
Public
4 months ago
Translation
my balance is back to 0€, 2 minutes ago it was still at 2299€
Automatic translation:
Public
Public
4 months ago
Translation
I simply ask that the casino immediately send me the 2299€ to my jeton, as my balance has been reset to 0
Automatic translation:
Public
Public
4 months ago
Translation
I think the casino is trying to rip me off, they've reset it to 0
Automatic translation:
Public
Public
4 months ago
Translation
I will verify myself now, but my balance is at 0 and I can't see my withdrawals either
Automatic translation:
Public
Public
4 months ago
Translation
he said if I verify myself, I will see my money again I think this is an absolute scam, I will verify myself now 
Edited
Automatic translation:
Public
Public
4 months ago
Translation
Michael,
I am really speechless it is back to 0€ and I also have
mifinity paid out, I uploaded all documents correctly but I don't get any response back, these 2299€ were on my account for exactly two minutes, please can you arrange it so that they send it to my jeton wallet
17994141
this is my wallet number from jeton I ask you to arrange it so that this casino pays me the money directly in full, because they are trying to rip me off again
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
Please be a bit patient with your responses. As mentioned by the casino support team, please verify yourself and once that is finished successfully the payment should be processed. Please cooperate with the casino team and let me know once the KYC has been done.
Public
Public
4 months ago
Translation
Hello Michael,
Apparently I am now verified but I can't see anything in my profile when I make a withdrawal request of €1000. Support said they will show me when it arrives and I will let you know as soon as the first money is on my chip.
& Michal thank you very much for your good work, I really appreciate it! 
Edited
Automatic translation:
Public
Public
4 months ago
Translation
Just Michal, one more thing you could help me with, in the email I received from Joya Casino it says I can now start wagering, but as you can see at the top of the screenshots I sent, one of the employees confirmed to me that I'm finished with the wager & that these €2299 are now real money & without the wager my balance would be just over €2.7k, as you can see with Big Bamboo, from the moment it was €2299 the employee said it was finished wagering then it was set to 0
I will wait & report as soon as the first 1000€ have arrived on my chip
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
I've been working on a resolution of your case with the casino team, and I wanted to bring a few important points to your attention.
Our standard policy is that we expect casinos to set up their systems so that restrictions, such as maximum bet amounts, specific bonus conditions, or allowed and prohibited games while playing with a bonus, are enforced automatically to prevent players from inadvertently violating them. However, since different casinos use various platforms, this has not yet become an industry standard. We understand that automatic enforcement isn't always feasible, which is why we always encourage players to thoroughly read and familiarize themselves with each bonus’s terms and conditions before claiming it.
I understand that the casino does not have a filter for progressive or bonus buy slots, and you were not fully informed that some of the slots you played were restricted while using a bonus. However, given that this is not your first time encountering such an issue, we would have expected a bit more caution on your part.
I give you credit that, based on our experience, you have always played by the standard rules across various casinos and that you are a fair, genuine player. However, it seems that our previous advice to carefully review the terms and conditions before claiming a bonus may not have been fully considered.
Strictly technically speaking, the casino team was correct in stating that you played restricted games, which constitutes a breach of their terms and conditions, rendering you ineligible for the winnings. Nevertheless, we don't believe that voiding your balance was fair. In situations like this, one potential resolution could be to "reset" the gameplay to its original state, meaning your balance would be returned to the original deposit and bonus, allowing you to play again on the permitted games. Alternatively, the casino could offer a "better deal."
In this case, rather than resetting your balance, I reached a consensus with the casino team to reinstate your balance of €2299, allowing you to wager it again with a reduced wagering requirement of "just" x15, instead of the original x35 for the bonus which gives you a good opportunity to rightly win your winnings, maybe even more than the original amount. While this may not be the outcome you hoped for, considering all the circumstances, it seems to be a fair resolution.
Please let me know what you think.
Public
Public
4 months ago
Translation
The problem is that €1000 is no longer there in my player account as it is currently being paid out & furthermore I don't see any active bonus in my profile that I have to wager again, nor can I see my pending payout, which means the best thing for me is for the casino to add the €1000 back to my account so that I have my €2299 again and activate an active bonus in my profile that I then have to wager, i.e. my deposit x15, so I would then only have to wager €10+20 bonus money or €450, right 30x15?
Automatic translation:
Public
Public
4 months ago
Translation
under the bonus category there is no bonus entered as an activate that I have to implement, in the attachment only my deposit of 10€ at the time, when I deposited it added this bonus to me manually & I couldn't see how much I had to implement at the time either, which is why I asked in the chat
Therefore, it looked to me as if it was now 2299€ real money & I can no longer access the 1000€ and have not received any confirmation that it is pending
Automatic translation:
Public
Public
4 months ago
Translation
I have just found out that I have to wager €34,485. What happens if my winnings are then higher than €2,299, because the bonus was without a max cashout? Am I then able to withdraw more or is there a cap at €2,299?
Automatic translation:
Public
Public
4 months ago
Translation
Yes, I will try to give it a try & will ask every time if I can play the game or not before I open it
For my information, I was told that I could play for a maximum of €10 and could also withdraw more than €100,000 when I finished the wager.
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
I was informed that you have been given all the information via email and via live chat. As far as I know, there should not be a win limit implemented, but to be entirely sure, please double-check the standard bonus T&C's Joya Casino | General Terms & Conditions
It's wise to consult live chat regarding games, but there's a quite simple guideline: if the game lacks a Bonus Buys feature or a progress bar, you should be safe to play.
Anyway, I wish you the best of luck 🤞, and who knows, you might just walk away with even greater winnings 🙂
Please inform me once you have completed the wagering or successfully withdrawn your winnings. I will keep this matter open for the time being.
Public
Public
4 months ago
Translation
Everything is fine, I'll do it, according to the VIP manager I can also pay out more if I win, and I will ask support about every game before I open it 
Automatic translation:
Public
Public
4 months ago
Translation
Hi guys, I completed the bet of €35,000 and at the end I have a balance of €9,000. I want to withdraw the money to my Jeton wallet. I am verified and did everything legally at Joya Casino. I only played accepted games and stuck to the max bet. I asked at each game if I could play the game. Now I want to withdraw my balance of €9000. Attached are all screenshots 
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I have now applied for the first €1000 as I have managed to wager almost €35,000, as you can see in the history and in the screenshots you can also see that I only played the games that were allowed to me, max bet was €10 as mentioned above & the VIP manager also confirmed to me that I can withdraw even more after I properly finish the bonus, which I did, this withdrawal is now 1000% mine, these €9000 as I only played four games and as you can see I fulfilled the wagering requirement 100%
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
my 1000€ that I paid out are still not displayed, 8000€ are on my balance
Automatic translation:
Public
Public
4 months ago
Translation
I now request that the casino pay out my winnings of €9000 immediately. I managed to endure this torture of a wager with four games! Which are allowed! Please pay out my winnings directly to my Jeton Wallet! 17994141
This is my wallet number and I am fully verified! As I said, I am now 100% entitled to this money!
Automatic translation:
Public
Public
4 months ago
Translation
& the ridiculous thing is that I paid out 1000€ and there is a balance of 8000€ on it & I don't even see in my history that my 1000€ are outstanding, this casino is just cheeky
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Here you can also see my balance of 9000€, I paid out the first 1000€ with jeton, but none of it is shown in my history, this is now all real money, as I have completed the wager as you can see in the screenshots
Automatic translation:
Public
Public
4 months ago
Translation
Most of the time I played exactly at €10, not higher than she told me to! 
Automatic translation:
Public
Public
4 months ago
Translation
& that from the history of big bamboo, as you can see, was from July 31st where casinoguru fairly gave me the opportunity to wager €2299 x15, which I managed today with a final balance of €9000 with permitted games, this real money is now 100% mine because I did everything that was expected of me!
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
I still don't see my 1000€ that I requested for withdrawal yesterday, they are simply gone?, now that I have completed the wagering correctly and am verified, I no longer see where the problem is
Automatic translation:
Public
Public
4 months ago
Translation
I still haven't received my first €1000. I will wait and pay out €1000 each day, but as I said, I haven't received any payout yet. 
Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
4 months ago
Translation
Information from my ID is very confidential, I still haven't received any payment for the first 1000€ even though I am fully verified.
Automatic translation:
Public
Public
4 months ago
Translation
& here it says somehow strangely no, & above it it says su ccesfully verified
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
I acknowledge your expectation for a prompt withdrawal, particularly since your verification is reportedly complete. However, immediate processing may not always be feasible. Several factors can affect this timeline, including the volume of withdrawal requests the team must assess and the review of bank details, among others. I remain hopeful that your request will be addressed swiftly. In the interim, I kindly request your understanding and patience.
Public
Public
4 months ago
Translation
Received the first 1000€, please leave the complaint until the whole money has arrived, many thanks in advance to the casino and to Michal! 
Edited
Automatic translation:
Public
Public
4 months ago
Hello SweedMusic,
Happy to hear that you received your first installment. The withdrawal process will go through by our daily limits.
Thank you for your feedback and understanding.
All the best!
Joya Casino
Public
Public
4 months ago
Thank you for the response, Joya Casino team. I'm glad the situation has been clarified.
Dear SweedMusic,
Following the information provided above, all your winnings will be paid out standardly according to the casino's daily limits, which I believe is good news :)
I will keep this case open until you have received the entirety of your winnings. It is gratifying to know that we could assist in resolving this matter, and ultimately, you were able to win much more than the original disputed amount.
Public
Public
4 months ago
Translation
I'm happy about that too, thanks for keeping it open. I'll get in touch as soon as all the money has been paid out
Automatic translation:
Public
Public
4 months ago
Translation
Short update, 2000€ have been paid out so far, the other 7000€ are still open, I requested the other 1000 yesterday, unfortunately nothing for 30 hours since then, unfortunately I can't withdraw any more, have to wait for now, please leave it open(:
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
I appreciate your update. I remain hopeful that all your withdrawals will be processed and disbursed in accordance with the casino's standard limits.
Public
Public
4 months ago
Translation
Yes, I hope, even today the support said that they are very busy and that is why they have not processed the 1000 from yesterday yet, I am curious
Automatic translation:
Public
Public
4 months ago
Translation
Another update, 5000€ received
4000€ still outstanding, I had another 1000€ paid out yesterday, it's been almost 30 hours now and nothing has happened, sometimes it takes more, sometimes only 24 hours
keep you updated as soon as all payments have arrived
Automatic translation:
Public
Public
4 months ago
Translation
Unfortunately still haven't received the other 1000€, stuck since Friday
I can't see the €1000 paid out on Friday in my player account either, as payouts are only displayed when they have been confirmed. I'm curious to see whether the money will be there on Monday.
Edited
Automatic translation:
Public
Public
4 months ago
Translation
Another update, strangely enough the pending payout has been taking three days now, I have also been waiting three days for a message from the finance team about the €1000 that I requested on Friday, I was only told that the weekly limit is €6000, of which €5000 has already been paid out & €4000 has not yet been paid out, unfortunately I cannot see the requested payout myself, as I said..
Before that, the other payouts were there within 24-30 hours
That's why I'm wondering what's going on
Automatic translation:
Public
Public
4 months ago
Dear SweedMusic,
Thank you for the updates. Although I understand you would like to receive your winnings as soon as possible, I encourage you to review the casino's withdrawal policy, as it likely contains answers to many of your inquiries. It appears that the casino is processing your payment in accordance with its established withdrawal guidelines, and it is important to remain patient during this process. I am confident that your winnings will be disbursed soon.
Public
Public
4 months ago
Translation
The case can now be closed, 9000€ received in full
Many thanks to Casinoguru & also to Joya Casino for the help
Automatic translation:
Public
Public
4 months ago
Great news, SweedMusic. I'm glad to hear that you successfully received your winnings.
As the complainant confirmed that they have received all of their winnings, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
