JoyWinner Casino - Player’s struggling to receive her winnings.

I have a couple of issues to complain about.

I entered an Yggdrasil game provider Tinsel Tingle Tournament offered by the casino. I was placed in this tournament which ended on 22 December and won £25 but unusually as is my experience with other casinos, the winnings were not credited to my account. On contacting Joywinner support agents denied any knowledge of the tournament and asked me to provide evidence of the win. As the leaderboard disappears at the end of a tournament I could not provide this and asked that they contact Yggdrasil on my behalf as I am not their customer and could not find any way to contact them as a casino user. The declined to do this as it was not their tournament. Imagine if I had won the top 10k prize!!

I also had a issue with a cash out that was reduced in value through maximum win bonus conditions which I cannot dispute but on requesting my account be closed as I felt this was unfair, I was persuaded to wait until a manager contacted me …I’m still waiting…

Dear Panders,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. If there’s any relevant communication between you and the casino, please forward it along with any supporting evidence to petronela.k@casino.guru. Please bear in mind that without supporting evidence that you won any prize in the tournament, we are powerless in helping you and confront the casino.

Additionally, if you requested an account closure and it was overlooked or ignored, please forward related communication too.

I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Player's additional comments:

"Hi Petronela

Thank for the response. Unfortunately all my communication with the casino has been via chat and I didn't think to screenshot it, but I am sure the casino has records of both my conversations about the tournament winnings, and about the max win winnings confiscation and account closure request. With Yggdrasil tournaments you don't get any confirmation of winnings other than the leaderboard that shows during the tournament, your place shows on the leaderboard and you usually then get your winnings automatically. This is the first time this has ever happened to me so I didn't screenshot the leaderboard which then disappeared after a day or so."

Thank you, Panders, for your reply. Please understand that we can't proceed with this case and demand winnings from the tournament if you do not have any supporting evidence regarding the prize. I'm sure you understand.

However, we can help you with requesting the account closure.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings JoyWinner Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@joywinner.com (you can CC me petronela.k@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

Thanks Petronela.

Surely I can request account closure without having to self-exclude?

I am surprised that you cannot assist me to challenge a casino that does not pay game provider based winnings, if the casino offers a tournament opt in but then denies and obligation or knowledge of that tournament and I have no means to contact the provider myself then there is a need to highlight this as a concern to other players. I will write a review.

Dear Panders,

Of all the issues that you raised previously, the most important one was that you wanted to have your account closed therefore I sent you a template on how to proceed. You can ask to have your account closed for a specific period of time, it doesn't need to be a permanent closure.

Secondly, we do not usually proceed with cases where we didn't receive any supporting evidence from players as it would be simply close to impossible to confront casinos.

I'm sure you understand all this. I'm just trying to help you as much as I can considering that you didn't save any screenshots of your tournament win and subsequently, you asked to have your account blocked but the casino persuaded you to keep it open until a manager will contact you. Which never happened.

Please let me know if you have sent the request. Thank you in advance.

Dear Panders,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Petronella, my main issue was the unpaid winnings to be fair but as you were unable to help me with that part of my complaint I see no point in continuing. I would like other players to be aware of my issue however so that they don’t experience the same issue so hope they will see this complaint when the search for information about this casino. I think it’s unfortunate that my concerns cannot be raised with the casino without evidence as if they had been prepared to communicate with the game provider on my behalf this could have been resolved.

Dear Panders,

Please understand without supporting evidence it would impossible to confront the casino. If you come across anything that would help us to support this case, please do not hesitate to contact us in the future and we can reopen this thread again. I wish I could be of more help. Thank you in advance for your understanding.