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Hello.

I deposited 300 euros to play and receive the second 100% up to 300 euros welcome bonus from this site.

I followed the terms and conditions, did not violate any rules, and completed the bets to cash out the bonus, but my winnings were confiscated.

I contacted the website, but they didn't tell me the specific problem, and just told me the terms of use, which included misuse and obtaining illegal profits.

They argued that the confiscation was unjust and asked for specific reasons, but their appeal was rejected.

I don't know what to do and would like the administrator here to help me.

こんにちは。

こちらのサイトのウェルカムボーナスの二回目100%最大300ユーロを受け取るために、300ユーロを入金して遊びました。

規約を守り、違反はしていませんしボーナスを現金化するためのベットも完了していましたが勝利金の没収をされました。

サイト側へ問い合わせしましたが具体的な問題を言われず、悪用や不正利益獲得などの利用規約を出されるだけです。

没収理由は不当であると主張し具体的な理由を求めましたが、訴えは却下されています。

どうして良いかわからず、こちらの管理人様にお力を貸していただきたいです。

Dear Amaizing258,

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

To better understand your situation and assist you effectively, could you please provide more information by answering the following questions:

• What specific reasons were given by the casino for the confiscation of your winnings?
• Did you receive any written communication regarding the appeal you mentioned? If so, kindly forward it to me at [email protected].
• Have you passed the full KYC verification?
• Have you made any successful withdrawals from this casino before?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Dear Veronica,

I have sent you an email with details.

Please check.

ヴェロニカ様

メールで詳細をお送りしました。

ご確認お願いします。

Thank you very much, Amaizing258, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.

Dear Amaizing258,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Joy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Joy Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Mr. Kubo

Thank you for your cooperation.

I would also like to know the details and reasons for this.

thank you.

久保様

ご協力いただきありがとうございます。

自分もその詳細や理由が知りたいです。

よろしくお願いします。

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Amaizing258,

I apologize for the recent lack of attention to your complaint, which was due to my sick leave.

Unfortunately, the casino has not responded in the complaint thread. Under normal circumstances, this would result in the complaint being closed as unresolved. However, I understand that this wouldn’t be helpful in your situation.

Fortunately, I was able to locate direct contact information for a representative of Joy Casino and have reached out to them in an effort to move forward with the resolution process. I will keep you updated on any developments as soon as I receive a response.

Thank you for your understanding and patience.

Dear Amaizing258,

I’d like to inform you that we are still in the process of obtaining the necessary details regarding your issue, as well as a clear justification for the actions taken by the casino. The casino representative has assured me that all relevant information will be provided by the end of today.

Accordingly, I am extending the timer to allow for this additional time and will share the information - along with our position on the matter - as soon as it becomes available.

Thank you for your continued patience and understanding.

Dear Amaizing258,

The casino has provided an explanation regarding the issue and the reason for the confiscation of your winnings, citing a violation of their bonus terms. However, their statements so far have been too vague to be taken as conclusive or substantiated evidence.

As a result, I have reiterated my request for a more detailed and specific explanation, and I am currently awaiting their response.

I will keep you informed of any developments as soon as I receive further information.

Thank you for your continued patience and understanding.

Dear Amaizing258,

I'm pleased to share an update directly from the casino representatives. After a thorough review, conducted in collaboration with the game provider, the casino has decided to return your balance.

Please let me know once you have received the funds so that we can close the complaint as resolved.

Thank you for your cooperation throughout the process.

Dear Amaizing258,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
Casino.Guru