Hello casino guru. I hope you can help me out regarding the issue with joya casino. I made a deposit of 31eur and received a bonus of 150%. I was lucky to win and wager the full bonus. After making a withdrawal they cancelled it after several hours and the money was returned to my account. I thought it was a technical issue so I requested a withdrawal once again, this time it wasn't cancelled but it simply disappeared. I contacted live chat and they told me this:

"Please note that according to our terms, under "Betting and Gaming Terms" it states - Players are not permitted to use bonus funds to play progressive slots and subsequently switch to playing with their own deposit funds, as this creates an unfair gaming environments. This practice restricts further participation in the game to ensure fairness for all players".

But the funniest part is I did not use any deposit to subsequently switch to playing with my own deposit funds. I tried to explain that but it seems they do not wish to listen to me.

The situation is this:

1. I made a deposit and received a bonus. This was my first and only deposit.
2. I played slots and wagered the bonus
3. I made a withdrawal.

And if they looked properly at my account there wouldn't be any issue, but nobody cares. I don't know if they simply send this random info without even checking so that they can simply refuse to pay or what is going on. I hope somebody who will look into my account properly comes to discuss and realises that I haven't done anything wrong.

Dear paulenas,

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 explain which games did you play while the bonus wagering was ongoing?
• Could you please specify when you activated the bonus and when were the winnings confiscated?
• Could you please share your communication with the casino where you attempted to resolve the issue yourself? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Thank you for your reply.

I played 3 games: Beers on reels, Gemhalla and Dice Bonanza. I think these were the only games I played.

I activated the bonus on Saturday March 16th and the same day completed the wagering and made a withdrawal. The funds were not confiscated, just returned back to the casino account, but after making a withdrawal once again they were confiscated which was Sunday March 17th. The funniest thing after the withdrawal there were 27eur left on the account so they were left there to be. As I understand when there is something illegal by the player the casino confiscates everything, but in this case they just took the withdrawal amount and only after second attempt to make a withdrawal.

Regarding the communication I spoke on the chat so do not have full conversation, only the screenshot made where they state that I made a subsequent deposit of my own funds which is not true as I said before, that was my one and only deposit. I am attaching my payment history where you can see that was my only deposit.

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

Hello paulenas,

I'm Michal and I have taken over your 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 how the player breached your rules? Specifically, are progressive slots restricted by your system when a bonus is active, or how do players become aware of which slots are restricted when playing with a bonus?

Hello paulenas,

Thank you for bringing this matter to our attention. We sincerely apologize for the misunderstanding that occurred. Upon thorough investigation, we have identified that it was a human error, and the game in question was incorrectly assessed during the verification process. We want to assure you that everything is in order with your account, and you are indeed eligible for the payout.

We kindly ask you to access your profile, where we will promptly add the requested amount, allowing you to submit your withdrawal request once more. Rest assured, once you've completed this step, your payment will be processed swiftly.

Once again, we extend our sincerest apologies for any inconvenience caused, and as a gesture of goodwill, we would like to credit your account with an additional 100 credits. We greatly appreciate your understanding and patience in this matter.

Thank you.

Best Regards,

Joya Crew

Thank you casino guru. If it wasn't for you I wouldn't have received the withdrawal. It makes me very sad that casinos do such things, they decide not to pay out and even after my thorough explanation to them they still decided not to pay out. But only when you stepped in the situation was fixed immediately. I would like to give you extra credit as before submitting a complaint via casino guru I submitted a complaint via Askgamblers but they rejected the complaint stating that it was violation of casino terms so they refuse to publish the complaint, however, it was not and they did not look into my situation thoroughly. It looks like they are behaving completely in the favour of casinos. They create a gap for every casino to simply tell that the terms were violated and in that case they do not publish the complaint. But that is not the case with you so once again a big big thank you. My withdrawal has been received already and this complaint is resolved.

Thank you for your reply, Joya Casino team. I recognize that we're all human and that occasional mistakes can occur. I appreciate that you've taken the time to reassess the situation and rectify it by ensuring the player receive their rightful winnings.

Dear paulenas,

I'm glad to hear that you successfully received your winnings. While I understand that your user experience with the whole situation was far from ideal, it's important to recognize that occasional mistakes can happen as we're all human and not infallible. I'm grateful that the Joya Casino team has re-evaluated the situation and ensured that your rightful 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/www.kpvfaw.com. 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