HomeComplaintsJoya Casino - Player's withdrawal is delayed due to changed terms.

Joya Casino - Player's withdrawal is delayed due to changed terms.

Amount: €850

Joya Casino
Submitted: 13 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

4d 14h 16m 28s

Case summary

The player from Portugal faces issues with withdrawing funds from Joya Casino after the casino modified the terms of their loyalty tokens retroactively, which resulted in the cancellation of all their game-derived earnings and withdrawal requests totaling €850. The player believes this practice is unfair, especially since changes were made after they had already engaged in gameplay.

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Good morning,

This is my first time, after many years, filing a complaint about a casino that I thought was reliable.

I have been verified with Joya Casino for months. I have made several deposits and successful withdrawals without any issues.

My problems with Joya have just started. The casino has a loyalty program with Trueplay and tokens that can be earned through play to earn and hold to earn. Once earned and withdrawn into the game balance, you can unlock this value to purchase again, and it is possible to buy more later directly from our deposits.

I had withdrawn all the tokens from the casino earlier, and later I regretted it. I decided to reload and take advantage of the limit since I had played at the casino. I reached the necessary limit through the loyalty program gameplay.

About a month later, after consistently playing at the casino (I always had a positive balance, but I still made monthly deposits), I managed my bankroll responsibly.

I tried to withdraw my token earnings.



I checked all the terms and took screenshots of them. I did what was necessary, and when I tried to withdraw, my usual withdrawal method was unavailable (due to maintenance, according to the casino).



I made a deposit using a new method and requested a withdrawal. A week and a half later, Joya changed the terms of the loyalty tokens (just after I had converted and played with real balance over nearly two weeks).

They added the following terms:


Wagering Requirements:

All rewards earned through Joya Coin rakeback must be wagered 35 times before they can be withdrawn.


Monthly Cap:

The maximum amount that can be redeemed from these rewards is capped at €1,000 per month.


Player Eligibility:

Players must be active and consistent depositors to qualify for these programs.


Weekly Deposit Requirement:

To withdraw the balance from Joya Coins, the player must make a weekly deposit at least equal to the desired withdrawal amount.



After doing this, they canceled all my game-derived earnings, previous deposits (always positive balance), crypto deposit for withdrawal, and tokens (€650 real balance + €200 withdrawal request).


Their response was to check the terms, which they had changed after I had withdrawn to real balance. I find this practice from the casino unfair.

I never had issues before, and I don't mind changes to terms, but changing the terms after player actions to cancel gains is something I find unjust.

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Automatic translation:
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Dear odracirslb,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joya Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
  • If you have any screenshots supporting your case please such as the change in the terms and conditions, share them as well.

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

Best regards,

Tomas


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Dear Tomás,

I hope you are well.

I've already sent you the following screenshots via email

Terms when I converted

New terms

Chat print one month ago, when I went to withdraw a debt on the terms

And new chat.


I also want to point out that joya changed the terms of something important without notifying the players

And I consider such terms abusive, because I can load the account with 800 euros, buy 400 € tokens and play the 400 € to have a limit to get something with the program. That said, as joya's program almost always gives 0 or something very close to it, when I withdraw my 400 euros, I'm going to make a loss because with every purchase and withdrawal we pay around 1.5% commission.


And joya also forces us to make a new deposit of the same amount and play 35x the amount I paid out of my pocket without any profit (I could have used it for other things, the money stays with the casino)+possible profits

Which I consider practically turning the real balance into a bonus, as the tokens are converted to real balance according to what is still in the widget at the time of my post.


I'd like to point out once again that I had a limit on the number of games I could play, without which I wouldn't have access to the program, I've always played weekly, I've always had a positive balance in my account and that the terms were changed after my switch, and that many players have hundreds of euros in tokens there.


I have never used any bonuses, not a single cent on all deposits in this casino or cashback even though they are available, because I have always had a real balance in my wallet.


Best regards

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If I may, I would also like to give my opinion on the joya shares.


You can tell from the loyalty program that the casino has no or very little revenue, the casino has always paid me promptly.


For weeks now, the program has not given players anything (it says the general daily value is "0"), which indicates that they have paid out a very large prize because they have not made a profit for weeks.


That's when all the problems started, probably the casino has analyzed every penny I've wagered so far in this two-week period, which has been about to pay me, while support asked me to wait for a response from the finance department.


As I play slots, I never use strategies in table games, I don't use bonuses, they had absolutely nothing to cancel my winnings (incredible they did, it took more than a week but they did it), and as I had even loaded that week and probably other players in the same situation too, they put the parameter of being a deposit equal to the withdrawal of tokens.


But they still allowed withdrawals, and annulled them for non-compliance with the terms without notifying the players of the change.

I believe that's the intention: to confiscate players' tokens because there's no money in the bank.


I consider this to be a complete rip-off of players. If a player loses, they have to take responsibility for the money they've lost, and that's a risk we take with every spin of the roulette wheel and every spin on the slots.


If the casino has no money in the till when the player wins, do we still have to take that risk? If so, I too would like to open a casino. My problem is that I don't have the money to do it, and apparently there are those who prefer to get around rather than take on obligations.

I'm sorry for the long-windedness, but the situation of changing terms after a game has deeply affected me.



Best regards





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Dear odracirslb,

Thank you for your detailed feedback and for sharing your concerns.

We understand that the situation with the casino’s loyalty program and their handling of recent changes is frustrating and upsetting. However, please note that loyalty programs, including their terms and any changes to them, fall under the sole discretion of the casino. While we agree that it is unfortunate and not a good practice to change the terms without notifying players in advance, it is still within the casino’s rights to do so.

That said, we do not interfere with loyalty programs, their management, or any related decisions, as this is beyond the scope of our mediation process. Our role is to help players and casinos resolve disputes fairly within the framework of the casino's established terms and conditions.

We appreciate your understanding and hope that the casino will take your feedback into consideration for future improvements.

If there’s anything else we can assist you with, please let us know.

Best regards,

Tomas

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Dear Tomás,

I hope you are well

I repeat that I was already on the real balance for weeks when they changed the terms.


I'm not saying that the casino has the right to change the terms or that I'm asking them to interfere with the program.


The terms were changed two weeks after I had already converted to real money.


Please tomas I know that casino guru has several complaints going on, but I would like you to pay more attention to my case


You're responding to something that isn't my complaint, my last message was warning readers not my complaint.



Complaint:

joya canceled all my earnings two weeks after the change of terms


Please send me all the prints


And I'll also send you the withdrawal date for the real balance



Best regards

Ricardo ****

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I'd like to know if the casino guru thinks it's right to change the terms after the requirements have been met.


Loyalty program and a promotion, in a reload bonus would you think it's right after you've won and you have a real balance the casino changes the terms to 75x?


We're talking about a change after you've met the requirements and are available for withdrawal.


And as for the trueplay loyalty program, there are millions of euros in the programs, so in your opinion everyone should withdraw the millions they bought because the casinos can take all the money?

I'd like to know because I've bought more than 15,000 euros myself, so can the casinos just take all of everyone's money? And change the terms after it's been converted to real money?


Best regards

Ricardo ****

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I apologize for the delayed responses.

Casino loyalty programs are a gift to the player, a balance the player receives extra from the casino. The rules according to which these funds can be redeemed vary and the conditions the casino distributes them can change.

I went through the communication again, however, from the explanation you received, the funds you are referring to don't seem to be lost according to the casino support.

file

and file

Please let me know if you proceed according to the casino's recommendation in order to cash them out and about any obstacles in the way.

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Good morning Tomás


First of all, I apologize for the delay in replying.


I fully agree with you, but we are talking about a change to the terms after my withdrawal had already taken place


If it had been changed before, I agree, the date of my withdrawal of tokens the terms were different, I sent proof by email of the terms when I withdrew


And on the subject of not being lost, I think the support was referring to the withdrawal of new tokens, I questioned the amount I had to withdraw and play to get the money back and they always evaded the subject.


But if that's the case joya please tell me how much I have to deposit and play to get my money back, although the Terms have been changed after I've done everything I don't mind complying with the terms.


Now I need to know how to comply with them and if it will actually be returned


And how do I have to do it, step by step please , I would like joya to say


And games available to make the requirements of the same because there even I'm afraid to log in and be against the terms .




I think that's the only way I can be sure that I won't be against any terms, that is if they don't change it after the answer, there is that possibility.




So if possible I would like the casino to join the conversation and tell me what to do to comply with the terms and get the 850 euros back.




Best regards


Ricardo ***

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Good morning

I would like to inform you that I received an email from joya that since I haven't topped up the account for 14 days all my loyalty tokens have been removed , I haven't topped up the account anymore due to the fact that we are solving the problem , you know we are doing it nevertheless they decided that I had to deposit and play away until my top up balance has been removed


I just want to show one more unfair practice of joya for all readers to know 🙂


Update: joya removed all my real balance from loading and coming from tokens with changes of terms days after withdrawal.

And while I'm sorting out the problem they've decided to withdraw everything I've bought in tokens from my pocket because I haven't topped up my account until the problem is sorted out.


Tomas, I would also like to point out that the tokens were bought with real money, they were not given away, I have a printout of the purchase of 1000 euros in tokens directly from the balance, and now joya has simply stolen the 1000 euros that I deposited and bought in tokens.

I repeat I bought the tokens, they were not offered, the tokens can be bought directly from the real balance

I'll send proof of purchase to your email address


Best regards

Ricardo ***

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Please share with me the email in which the casino justifies its actions against you so we may review it.

Please send it to my email at tomas@casino.guru

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I've already sent this latest email and the email I received at the time after my withdrawal request had been under review for over a week


And I think this is enough of a scam, authorizing the purchase of real money tokens and keeping the player's money if he doesn't deposit in 14 days.

And they've done this with a new change to the terms, setting the loading parameter at 14 days.

I'm sending you new terms (05/02), I think it's better to put a date on each change to the terms by joya because they make so many changes that I get lost. I don't know if it was changed today because the notice wasn't given, obviously it wasn't convenient so that they could cancel the balance for non-compliance with the terms.

As I said before, at joya the player is always against the terms because they change them as they see fit in order to cancel the player's winnings and balance at all times, as has been seen in several cases.

With or without money, with or without tokens, I will never set foot there again, I don't think a casino like that deserves even half the rating you give it, I trusted joya because you have a good reputation, and when I get there I find a casino that changes the terms every other day in order to cancel the winnings, constantly removes the withdrawal methods from the players, asking for new deposits through other means to withdraw the balance (I started with nettler , I was forced to switch to Skrill and deposit again to play again to withdraw my winnings and finally I was forced to switch to cryptocurrencies because they removed the other methods and it was not possible to deposit in any other way, and I was forced to create a crypto wallet to withdraw my winnings, so that in the end after loading and playing they still cancel me by changing the Terms)

You are driving players to unfair casinos where they will be treated dishonestly.

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Thank you very much, odracirslb, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

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Hi odracirslb,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Joya Casino to the conversation to participate in the resolution of this complaint.

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Dear Casino Guru team and Odracirslb,


Thank you for reaching out and inquiring about this matter.


After conducting a thorough investigation, we have determined that this case involves a clear violation of our loyalty program's terms. As the name suggests, our loyalty program is designed to reward genuine player engagement, and we strictly prohibit any form of abuse.


In this instance, the player in question did not engage in gameplay but instead deposited funds solely to accumulate Joya Tokens. This practice is explicitly against our policies and does not align with the intended purpose of the program. Furthermore, the player continued purchasing tokens while the complaint was still active, despite previously stating that no further actions would be taken on their end.


Given these circumstances, we must uphold our decision, and unfortunately, we will not be able to process the player's withdrawal request.


Thank you for your understanding.


Best regards,

Joya Casino Team

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Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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Joya, after a new reading, I realized a point that I missed before, I'm very sorry.

"The declaration and warning"

I did declare that, now let's analyze the declaration, because that's the only way to understand it 🙂

1-I myself went to support 2/3 months ago to ask about the terms of withdrawal.

2-The assistant's reply was that they had changed it to bonus balance.

To which I complained because it was stated that it was a real balance.

3-I asked to be paid in full

And I threatened to come here to the casino guru if it wasn't done, and if necessary I pledged to leave the program.


4-He sent me an email to clarify the matter and said there was nothing he could do.


5- I sent the email stating that I would come here if I didn't get paid, to which they told me to go to the chat again because they didn't know what it was about.


6- I went to the chat again and the assistant, after I explained the problem, said that it had been a mistake on her colleague's part and that it was the real balance and that I could withdraw the money from the loyalty program and continue to use it without any problem.

I asked more than once, and sent the screenshots of the conversation, and again I was told that it was indeed a mistake on the part of the colleague.


That said, I really thought it was a mistake on the part of support, because that's what you told me.


So you tried to trick me right from the start by telling me that I could only withdraw 50 euros as a bonus when I topped up and bought a real balance?

So I would like to use this "warning" as proof that joya simply has bad intentions, because the next day it declared that the assistant had made a mistake and that I could continue

Now it says I was warned.

In other words, the "mistake" was more like the first attempt to appropriate my account balance, now I understand 🙂 .

I really should have left the program and done my part, but now I've been told that it was a total mistake and that I can continue without any problem.

I would like to ask casino guru for the email address where I can provide proof of this, I have all the conversations and email from joya


which states that it was a mistake by the assistant and everything is fine with my account and that I can use the program without a problem.

(I can't upload it here)


Best regards

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Hi all,

Thank you for your replies.


Dear odracirslb,

You can send the email to my email address (peter.m@casino.guru).


Dear Joya Casino Team,

I'd like to ask you to react to the player's reply and send the following information to my email address (peter.m@casino.guru): the player's transaction history, game history, and the full rules of the loyalty program from before they were changed. Thank you.

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Hi Peter

I sent you the transcript of the chat, and it also says that I played and won playing and instead of withdrawing I used winnings to buy tokens as well.


I have a purchase limit and a participation limit in the program (made up of real balance plays from deposits).


I didn't abuse the program, I simply didn't lose playing and managed to make a limit and therefore take advantage of the program.


I followed all the terms, played and loaded and didn't go more than two-three weeks without doing so, the only problem I see is that at the end of the day I made a profit from the program and didn't make a big loss on the game for the amount of play I did

But every move contributed to the platform.

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Hello Peter,


Hope you are doing well.


All the files have been sent to the email.


Looking forward to hearing from you.


Best regards,


Joya Crew

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Thank you Joya Casino Team,

I will review the information and get back to you within a couple of days.

Casino Guru is examining the case

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