Već sam to napisao tada - držite ruke dalje od kazina - mnogi od onih koji o tome tako pozitivno izveštavaju verovatno nikada nisu položili novac tamo, ili su dobili uputstva od kazina da to urade. Igrao sam tamo i znam dramu sa bonusima i tako dalje.
Kazino će uvek tražiti izgovore da ne plati ili da odloži plaćanje u nadi da ćete nastaviti da igrate i izgubite novac
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.
Već sam to napisao tada - držite ruke dalje od kazina - mnogi od onih koji o tome tako pozitivno izveštavaju verovatno nikada nisu položili novac tamo, ili su dobili uputstva od kazina da to urade. Igrao sam tamo i znam dramu sa bonusima i tako dalje.
Kazino će uvek tražiti izgovore da ne plati ili da odloži plaćanje u nadi da ćete nastaviti da igrate i izgubite novac
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.
To je problem sa Spinlogic-om - oni vam nude bonus, ali ne vidite odmah kakvi su uslovi zaista. Možete odmah da vidite koliko % i tako dalje vredi bonus! Ali ako pročitate sitno pismo, onda će u nekom trenutku pisati samo Spinlogic. Zato se klonim takvih kazina. Jer ako nešto promovišem i nekome dam bonus i napišem 100% u 5 puta većoj veličini slova i dodatku Spinlogic ali veoma malom, onda je jasno da kazino samo želi da otkine ljude. Uplatite, možete da igrate samo jedan slot i najebali ste - najbolje je da odmah otkažete bonus ako ga primetite
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.
Zdravo, imam otvorenu žalbu na Joia Casino jer se kazino ponaša prilično kriminalno. Moj nalog je trajno isključen i čak je potvrđeno putem ćaskanja uživo da se nalog više nikada ne može otvoriti. Ono što je usledilo je da je ovaj kazino tajno otvorio moj nalog bez mog zahteva/pristanka i ponudio mi bonus direktno putem imejla za podršku, a ne marketinške e-pošte. To znači da su moj račun otvorili ovi kriminalci i na Ropu su mi direktno pisali i namamili me bonusom. Zatim sam napravio depozite koje sada želim nazad. Kazino sada laže izgovore kao što su mnogi računi otvoreni zbog sistemske greške ili da možete zatvoriti nalog samo putem ćaskanja uživo, a ne trajno. Jedina glupost je što mi je kazino u live chatu potvrdio da je moje samoisključivanje trajno i da nema šanse da se ponovo otvori (prilažem snimak ekrana uz potvrdu). Bez obzira šta kazino piše ovde ispod, to će biti laž. Casinoguru je primio sve moje razgovore u slučaju da mi kazino dođe sa lažnim dokazima. Zamolio sam kazino da mi pošalje moju istoriju igara, to je bilo pre 3 meseca i nisam dobio ništa. Zbog njihovih lažnih slotova ne dobijate ovu istoriju igre. Sve u svemu, možete reći da je ovaj kazino kriminalan, stalno otvara samoisključene naloge i onda pokreće igrače bonusima kako bi ponovo deponovali. Ispod možete videti razgovore i direktno pismo podrške meni nakon što su ovi kriminalci otvorili moj nalog bez potvrde/zahteva. 
Pokušaću
Zdravo, imam otvorenu žalbu na Joia Casino jer se kazino ponaša prilično kriminalno. Moj nalog je trajno isključen i čak je potvrđeno putem ćaskanja uživo da se nalog više nikada ne može otvoriti. Ono što je usledilo je da je ovaj kazino tajno otvorio moj nalog bez mog zahteva/pristanka i ponudio mi bonus direktno putem imejla za podršku, a ne marketinške e-pošte. To znači da su moj račun otvorili ovi kriminalci i na Ropu su mi direktno pisali i namamili me bonusom. Zatim sam napravio depozite koje sada želim nazad. Kazino sada laže izgovore kao što su mnogi računi otvoreni zbog sistemske greške ili da možete zatvoriti nalog samo putem ćaskanja uživo, a ne trajno. Jedina glupost je što mi je kazino u live chatu potvrdio da je moje samoisključivanje trajno i da nema šanse da se ponovo otvori (prilažem snimak ekrana uz potvrdu). Bez obzira šta kazino piše ovde ispod, to će biti laž. Casinoguru je primio sve moje razgovore u slučaju da mi kazino dođe sa lažnim dokazima. Zamolio sam kazino da mi pošalje moju istoriju igara, to je bilo pre 3 meseca i nisam dobio ništa. Zbog njihovih lažnih slotova ne dobijate ovu istoriju igre. Sve u svemu, možete reći da je ovaj kazino kriminalan, stalno otvara samoisključene naloge i onda pokreće igrače bonusima kako bi ponovo deponovali. Ispod možete videti razgovore i direktno pismo podrške meni nakon što su ovi kriminalci otvorili moj nalog bez potvrde/zahteva.
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.
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Zdravo svima.
Zašto je Kazino Guru promenio ocenu sa 3,6 na 4,6? Pošto kazino nije odgovorio ni na jedan pristup u najnovijim žalbama? Na sve njih kazino nije odgovorio. Zaista bih voleo da razumem kako funkcioniše vaša politika ocenjivanja. 🤔🤔
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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