The player from Germany encountered an issue when the casino went offline unexpectedly. An amount of €3,000 was pending in his account, and both the website and email support were unreachable. The player later confirmed that the site was in maintenance mode and received all pending payments of €1,000 each over the following days. The complaint was marked as resolved by us after the player confirmed receipt of the final payment and the casino's return online.
Joya Casino - Player’s withdrawal is delayed after the casino went offline.
Amount: €3,000
Joya Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
The casino suddenly went offline from yesterday to today. Just yesterday, I uploaded my documents there and got verified. I received a payout of €1,000 yesterday. Another €3,000 is still pending! I have also saved the chat transcript via email.
The website and email support are unreachable.
Automatic translation:
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2 months ago
Dear Avanoraz,
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 make sure I understand your situation completely.
When exactly did you notice the problem with accessing the casino website?
Has there been any warning about a possible update on the casino website in the last few days?
When was the last time you successfully communicated with customer support? Please forward me the chat transcript you mentioned at veronika.l@casino.guru.
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
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2 months ago
Translation
Hello. I have just forwarded both support histories by email. You can see for yourself that the site is offline.
The last time I was on the site was around 00:10. When I checked this morning (05:00) to make a withdrawal, the site was offline. The last time I had contact via chat was around 17:00 (see email history). In the script you can also see that the support employee confirmed to me that 3 withdrawals of €1,000 each were being processed. The next €1,000 should be paid out today (July 26).
There were/are no announcements whatsoever.
Likewise, the emails
"S upport@joya.casino "
"C omplaints@joya.casino "
"P ayment@joya.casino "
not reachable. I have a bad feeling.
Edited
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2 months ago
Translation
I have received €1,000 (daily limit) so only €2,000 remain, so €1,000 tomorrow and €1,000 on Sunday.
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2 months ago
Translation
The site is now online. I found out that it was in maintenance mode - it's just stupid when you don't get any information or anything like that or see it displayed. I have received 2 of 4 payouts (the last one yesterday). Today I should receive the next one and tomorrow the last one of €1,000 each. As soon as I receive the next one today, I will comment on it here. Then the case can be closed here.
Edited
Automatic translation:
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2 months ago
Translation
Received the next payment of €1,000 today. Happy to close the case.
Automatic translation:
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2 months ago
Translation
Last payment received today!!
All done! Casino is now back online.
Please close here.
Automatic translation:
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2 months ago
Dear Avanoraz,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
