Jeg skrev det allerede dengang – hold hænderne væk fra casinoet – mange af dem, der rapporterer så positivt om det, har sikkert aldrig indbetalt penge der, eller fået besked fra casinoet om at gøre det. Jeg spillede der og kender dramaet med bonusserne og så videre.
Casino vil altid lede efter undskyldninger for ikke at betale eller forsinke betalingen i håb om, at du fortsætter med at spille og taber pengene
I have been a member of Joya for a while now. Recently, after accepting a deposit match bonus, I wagered the required amount as confirmed by live chat. I then played Live Blackjack and worked my way up from €4000-odd to €8000-odd.
After requesting a withdrawal, I was surprised this morning to receive an email stating that they were only prepared to pay me €1000 out of €8000. They cited two infringements:
1) I played a game (Sugar Rush) which has a Bonus Buy feature. Note that I did *not* buy the feature. I was just playing a slot which happens to have such a feature.
2) I played live games (Live Blackjack) after the bonus wagering had been completed (something one would assume the casino would surely appreciate as they gain more of an edge from the player).
To me, both these terms seem unusually harsh and irregular even if they are covered by the terms. What do you think? Would I have any grounds for filing a complaint?
So, they have it stated in their terms, right? That means that you have actually violated them, and probably there is nothing much to do about it now. But you can always try to file a complaint here with our team, so they can have a better look into things and only then decide if there is something we can help you with.
What do you think? Are you up for it?
Here's the link where you can file a complaint. Let us know, please, how it all goes.
Jeg skrev det allerede dengang – hold hænderne væk fra casinoet – mange af dem, der rapporterer så positivt om det, har sikkert aldrig indbetalt penge der, eller fået besked fra casinoet om at gøre det. Jeg spillede der og kender dramaet med bonusserne og så videre.
Casino vil altid lede efter undskyldninger for ikke at betale eller forsinke betalingen i håb om, at du fortsætter med at spille og taber pengene
Sorry, but could you remind me what the issue was at this casino? Beside that, you didn't like the bonuses. Right?🤔
OK I have submitted a complaint.
complete SCAM of a casino. Firstly their chat confirmed the wagering is xBONUS. I specifically asked if I got a €1k bonus, does 45x wagering mean the total wagering will be €45k, they said YES. When I got the bonus, it turns out it was 45x DEPOSIT + BONUS.
Then, chat confirmed several times that only the following applied to disallowed games, and this is in their terms -
"Wagering does not apply to the following games: Roulette, Live Casino Games, Blackjack, Progressive Slots, Keno, Scratch, Table Games, Games with Bonus Buys, and Games With Progress Bar Feature"
When I got the bonus, it turns out that ONLY SpinLogic games can be played when you have a bonus.
Despite this not being mentioned once by chat, nor being anywhere on their site, chat pointed out that of course this is the case, only SpinLogic games can be played with a bonus.
Then... no SpinLogic games actually load.
Now going through the process of trying to get my €500 back. I won't get the 3 hours back I wasted, that's for sure
Does it mean that there were no rules for this bonus stated in the terms of it?🤷♀️
It should always be visible on the casinos site, so the players can read them before even depositing.
May I ask if you have any proof, like screenshots, of the conversation with the live chat regarding those rules?
Maybe our team would be able to help you out if you provide them.
Let us know, please, and we will be here waiting to get involved.
Det er problemet med Spinlogic – de tilbyder dig en bonus, men du kan ikke umiddelbart se, hvad betingelserne egentlig er. Du kan med det samme se, hvor meget % og så videre bonussen er værd! Men læser man det med småt, så står der på et tidspunkt kun Spinlogic. Det er derfor, jeg holder mig fra den slags kasinoer. For hvis jeg promoverer noget og giver nogen en bonus og skriver 100% i 5 gange skriftstørrelsen og tilføjelsen Spinlogic men meget lille, så er det klart, at casinoet bare vil rive folk af. Du betaler ind, kan kun spille på én spillemaskine, og du er skruet sammen - bedst at annullere bonussen med det samme, hvis du bemærker det
I do get your point. It is up to the casino which games they include in the bonus, though. Of course, it should always be written in the terms of the bonus clearly and visibly for everyone to see.
If you find out that the games are not included and you can cancel the bonus, probably it would be really for the best, as you said.
Hej, jeg har en åben klage til Joya Casino, fordi kasinoet opfører sig ret kriminelt. Min konto blev permanent udelukket, og det blev endda bekræftet af live chat, at kontoen aldrig kan åbnes igen. Det, der fulgte, var, at dette casino hemmeligt åbnede min konto uden min anmodning/samtykke og tilbød mig en bonus direkte via support-e-mailen og ikke marketing-e-mailen. Det betyder, at min konto blev åbnet af disse kriminelle, og på Rop skrev de direkte til mig og lokkede mig med en bonus. Jeg lavede så indskud, som jeg nu vil have tilbage. Casinoet ligger nu med undskyldninger som at mange konti bliver åbnet på grund af en systemfejl eller at man kun kan lukke kontoen via live chat og ikke permanent. Det eneste dumme er, at casinoet bekræftede over for mig i live chat, at min selvudelukkelse er permanent og uden chance for at genåbne (jeg vedhæfter et skærmbillede med bekræftelsen). Lige meget hvad casinoet skriver her nedenfor, vil det være løgn. Casinoguru har modtaget alle mine chats, hvis casinoet kommer til mig med falske beviser fra mig. Jeg bad casinoet om at sende mig min spilhistorik, det var for 3 måneder siden, og jeg fik ikke noget. Det er på grund af deres falske slots, at du ikke får denne spilhistorie. Alt i alt kan du sige, at dette casino er kriminelt, der konstant åbner selvekskluderede konti og udløser derefter spillere med bonusser, så de indbetaler igen. Nedenfor kan du se chattene og det direkte brev fra support til mig, efter at disse kriminelle åbnede min konto uden bekræftelse/anmodning. 
Jeg vil prøve
Hej, jeg har en åben klage til Joya Casino, fordi kasinoet opfører sig ret kriminelt. Min konto blev permanent udelukket, og det blev endda bekræftet af live chat, at kontoen aldrig kan åbnes igen. Det, der fulgte, var, at dette casino hemmeligt åbnede min konto uden min anmodning/samtykke og tilbød mig en bonus direkte via support-e-mailen og ikke marketing-e-mailen. Det betyder, at min konto blev åbnet af disse kriminelle, og på Rop skrev de direkte til mig og lokkede mig med en bonus. Jeg lavede så indskud, som jeg nu vil have tilbage. Casinoet ligger nu med undskyldninger som at mange konti bliver åbnet på grund af en systemfejl eller at man kun kan lukke kontoen via live chat og ikke permanent. Det eneste dumme er, at casinoet bekræftede over for mig i live chat, at min selvudelukkelse er permanent og uden chance for at genåbne (jeg vedhæfter et skærmbillede med bekræftelsen). Lige meget hvad casinoet skriver her nedenfor, vil det være løgn. Casinoguru har modtaget alle mine chats, hvis casinoet kommer til mig med falske beviser fra mig. Jeg bad casinoet om at sende mig min spilhistorik, det var for 3 måneder siden, og jeg fik ikke noget. Det er på grund af deres falske slots, at du ikke får denne spilhistorie. Alt i alt kan du sige, at dette casino er kriminelt, der konstant åbner selvekskluderede konti og udløser derefter spillere med bonusser, så de indbetaler igen. Nedenfor kan du se chattene og det direkte brev fra support til mig, efter at disse kriminelle åbnede min konto uden bekræftelse/anmodning.
This really is a sad situation, and I hope that it will be resolved shortly.
Our team is working on your complaint, and also the casino representative is pretty active there. So hopefully soon you will be able to receive the amount you have deposited, and your account will stay permanently closed.
Also, please know that as part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).
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Hej alle sammen.
Hvorfor ændrede Casino Guru sin vurdering fra 3,6 til 4,6? Da casinoet ikke har reageret på nogen form for henvendelser i de seneste klager, er de alle forblevet ubesvarede af casinoet. Jeg vil virkelig gerne forstå, hvordan jeres vurderingspolitik fungerer. 🤔🤔
Hello.
I'm not familiar with this change, but I will gladly ask the Data Team on your behalf.
Hey there - Data Team send best regards to the player with the keen eye!
Here comes the explanation:
Two problematic rules were erased and are no longer valid:
"First Time Depositors (FTD) Level
Players who have made their first deposit and wish to withdraw winnings must meet the following conditions:
Deposit Requirement: Complete 5 deposits with a total accumulated amount of at least €250.
Maximum Withdrawal Limit: For FTD Level Users, maximum withdrawal limit is €1,000 in winnings."
"11. With an active Bonus only following games can be played: Non-Progressive Slots and Keno. In case of a breach of this term, the bonus and all winnings generated from the bonus will be forfeited."
DT comment "With the first one, they said that they don't use as it is written (otherwise it would be a very inappropriate setting) and the second (excluded games rule) they deleted - according to everything, in practice they solve each case individually or they have it fixed."
Hey everyone is anyone having a problem with joya casino. There system will not upload my kyc documents. The live chat is not working, and no one replied to my support emails.
Oh, I see you want to go through verification but it's not possible according to what you describe, how long has it been going on? I would say that technical problems could arise, but that they don't write you back at all and you can't communicate with them anywhere is not right.
So I would try to wait for a while and if it's not possible to upload and you don't hear from anyone, let us know and we'll try to help you.
The email be back with Morning and stated that will process the withdrawal as soon as possible. I sent them the documents they asked for. This has been going on for about 2 weeks. I will keep you updated. I'm very concerned by the lack of support from joya
Too bad they don't tell you anything, it certainly shouldn't be like that.
But I believe that a complaint will help or they will eventually write.
If you have something new, I'll be here.
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