Joya Casino - Player's winnings have been confiscated due to bonus confusion.

Hello. I registered at this casino on April 4th after finding it on Casinoguru. As soon as I finished registering, a slot game popped up and I noticed 50 free spins. I assumed this was the offered bonus, so I started playing. I initially won €31, then a few spins later I was awarded free rotations. This pattern continued, and I ended up with roughly €80. I changed to a different slot, where I also got some free rotations and a balance of €1250. Even with these wins, my balance didn't drop below €50. I fulfilled the terms of the offered bonus and asked in chat about the deposit requirements. I was told to make a €10 deposit so I could withdraw €60, the sum of the €50 bonus and the €10 deposit. I did exactly as instructed and received my winnings. After making a deposit, my balance was zeroed out and I had no active bonuses. I then won €400 and went to withdraw my winnings, only to find that the cryptocurrency withdrawal and deposit methods were disabled. I was initially told that this was due to technical issues, but later was informed that I had breached the rules by using two bonuses of $10 each. When I came over here after registering, I already had $31 from my free spins on my account. If I activated one bonus, wouldn't the other one be cancelled? In every other casino I've played in, if I want to activate one bonus, the other one should be cancelled or ended, but this didn't happen here. I really don't understand why my bonus play from yesterday is affecting my pure deposit winnings today. They took my €400 and said that I broke the rules yesterday. I can attach screenshots of the chat conversations. One person told me that I could withdraw €100, another said €50. Nobody informed me that I had breached the rules and couldn't withdraw my money unless I had made deposits and won some funds. I request your assistance in helping me receive my pure, deposit-only winnings. Thank you in advance for your help.

Dear Lilitik77,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Could you please request your game history from the casino and forward it to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello dear Petronela.

Do you know what's funny? they turned off my chat, I can’t write to them

Hi Lilitik77,

Could you please check if your game history isn't available for download inside your casino account?

If not, please try to email the casino directly at support@joya.casino and request it.

Thank you.

Hello, I sent an email to the address you provided but still no response. These are the first four slots that I played, even in this form it is clear that my balance did not drop to $10

Thank you very much, Lilitik77, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 Lilitik77,

It's Michal again. I have taken over this 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 why were the player winnings from real money voided?

Thank you dear Petronela. I hope this issue will be resolved fairly.

Hello Michal. I think we will meet here often, because casinos love to create problems for players, unfortunately.

Hello Casino Guru team and dear Lilit77,

Hope you are doing well.

After thoroughly reviewing this case, carefully double-checking the entire game sequence along with deposit and withdrawal times, we have concluded that this player should not receive payment. This decision is based on her breach of multiple terms and conditions. Specifically, our policy strictly prohibits mixing bonuses. Through Casino Guru, we offer a unique promotion of €10 upon registration along with 50 Free Spins, with the expectation that players will adhere to these terms.

One of the most critical rules is the prohibition against playing progressive slots with any bonuses. It is also forbidden to contribute to the jackpot with bonus funds and subsequently play using only clean deposits. In this instance, the player engaged in the Football Frenzy game, a progressive jackpot slot, while utilizing a bonus provided by Casino Guru.

While we made a special exception by paying out €180 to this player, it was done outside of our standard rules. Regrettably, the player is not eligible for further payout, despite our generosity in providing half of the owed amount. We possess comprehensive evidence to support our decision, which we can furnish to Casino Guru for confirmation purposes.

Due this matter this player is banned from our site owing to violated our T&C.

Please let us know if you need any further assistance.

Joya Crew

And yes, if you are talking about bonus conditions, am I supposed to read here about the fact that progressive jackpot slots are not allowed to be played? so here it’s empty, there are no conditions written here I can’t just sniff my finger and find out if something is not allowed then you have to write it I'm sorry, but I didn't violate anything, so I look at the conditions, it says that I also get 50 free spins in addition to 10 euros, these are your bonus offers and bonus conditions, it doesn't say anything about a progressive jackpot or anything like that, I didn't violate a single point

180 euros has nothing to do with the 400 euros that I won with a deposit and with real money.

60 euros - this is after a 10 euro deposit for the bonus and they sent and their program was probably glitched, they sent 60 dollars twice, in the end they sent 120 euros but they still owe me 280 I demand this money

Thank you for your response, Joya Casino. Please forward me the player's game log and any evidence to support our decision at michal.k@casino.guru

Dear Lilit77,

I can agree with you that any specific bonus requirements should be clearly mentioned in the bonus terms and conditions. Ideally any such "restrictions" should be enforced automatically by the casino system, however, it is not yet an industry standard in all casinos. I just scrolled the casino T&Cs and found this.

This rule is prevalent in nearly all casinos, and given your experience playing in various casinos, you may have encountered similar rules in the past.

While I acknowledge that your recent winnings stem from real money play, the casino team cannot just overlook the previous circumstances. I will patiently await evidence from the casino team. However, if the evidence is conclusive, I'm afraid my ability to assist will be close to zero, as you have already received winnings of €180, which theoretically you should not have received.

I haven’t encountered such problems in other casinos, I have no idea what a progressive jackpot is and how it differs from a regular slot and why I didn’t find this article when I checked but you did, maybe it’s not in the mobile version, I’ll check it myself now

I checked!

Sorry, but it’s still not my fault that their website does not work fully, so this item does not open on mobile devices, I confirm that I was not notified, I was not aware that it is prohibited to play this type of slots, I’m not a fool, I still know and play, it doesn’t matter to me what slot I’m playing, just if it opens, it means it’s available and you can. I sent a video here I couldn’t add it, if you want you can also see from your phone that this item does not open

even if there are such rules, it should not be written only in the general rules and conditions, no one will read this lecture, you just need to add this information to the bonuses that you want to activate, that it is forbidden to exceed the bet of 5 euros, slots with progressive jackpots are prohibited, and then it’s not me for you should teach how to write the rules or is it convenient for you and when they play then come and say you broke the rules, it’s beneficial for you, but for people to break it like that is just convenient not to pay...

Hello Michal,

The email with all the evidence has been sent to you.

Looking forward to hearing from you.

Best regards

Which slots I clicked on didn’t open I clicked on this one it opened I thought it was available for a bonus. play so I played, how was I supposed to know that this is the same progressive slot, it looks like an ordinary slot like all the other slots from the RTG provider

Hello all,

We want to clarify one essential information. The rule about "progressive slots" that are strictly forbidden to play while wagering it's displayed in the players account - bonus section, so all the players are notified on several places including T&C and Player's account. I am providing you with the screenshot to prove my words.

Best regards,

Joya Crew

If you notify about this, how should the player determine whether the slot he wants to open is progressive or not? I personally don’t know what a progressive slot or a jackpot is, whatever you say, okay, you said everywhere that it’s prohibited. but I need to know what is prohibited. you yourself can limit these slots when the bonus is activated why do you allow these slots for people to come in and play? To then say that the forbidden slot was played and that’s why you won’t receive your winnings?

Do you have a filter that detects progressive slots and regular slots? Dear Michal, you say that this should be familiar to me, this is familiar to me, but not like here, if a slot is prohibited, the name of the slot let it write that these slots are prohibited or the provider is prohibited. I have always encountered such restrictions with the names of slots or providers, so it was easy for me to decide this The slot is forbidden, I still don’t play so I haven’t had to deal with such problems

Here you go, look at how everything should be done, clearly and neatly laid out, look and see which slots are prohibited there is no filter, I can’t determine which slot is progressive and which is not

Dear Lilit77,

Thank you for your replies. I'm currently in discussions with the Joya team, and we're working together to reach a fair resolution to this situation.

Hello dear Lilit77 and Michal,

Following a thorough review of the game history, our analysis aligns with Guru's assessment. Therefore, we have decided to reinstate/repay the sum of 220e as the player has already paid the amount of 180e to the player's account balance. This decision ensures fairness and transparency in our operations, reflecting our commitment to providing a positive gaming experience.

Best Regards,

Joya Crew

Thank you for your reply, Joya Casino team. I appreciate that you've taken the time to reassess the situation and I'm pleased that we could find a suitable consensus for a resolution of the situation.

Dear Lilit77,

As mentioned by the Joya Casino team, the remaining winnings of €220 have been reimbursed to you, and we consider this a fair resolution of your complaint.

I would like to thank the Joya Casino team again for their fair approach. Please make sure that you check all the bonus information in the terms and conditions, and if you are not sure about anything else, feel free to contact the casino live chat to avoid unpleasant situations like this in the future.

Please confirm the receipt of the €220 so that I can close this complaint as resolved.

Hello, I would like to express my gratitude to Joya Casino and of course Casinoguru for a fair resolution of this complaint, thank you very much, I confirm that I received the remedy. I would like to ask you to allow me to play in your casino, since I see that you pay on time, and there will be no problems in the future, I have read all the rules, I hope you will open access to the chat, if any questions suddenly arise, I will ask your kind chat agents.

The complaint can be closed, I confirm that I received the product!

Great news, Lilit77. I'm glad to hear that you successfully received your winnings.

I'm grateful that the Joya Casino team has re-evaluated the situation and ensured that your winnings were paid out to you. I'm pleased that we could bring your complaint to a satisfactory resolution. 🙂

As the complainant confirmed that the situation has been resolved and they have received the funds, 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 https://www.trustpilot.com/evaluate/casino.guru. 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