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Hello,

I deposited at this casino and claimed a 200% bonus.

After I had completely lost all the money, I still had 100 free spins with the welcome bonus.

With these free spins, I managed to wager the amount. Then I continued playing without an active bonus and managed to win €200! I emphasize without an active bonus, because it had already been wagered.

Now my 200 have been canceled and only a credit of 100€ is available.

I took screenshots of everything.

Hallo,

ich habe in diesem Casino eingezahlt und habe einen 200% Bonus in Anspruch genommen.

Nachdem ich das Geld komplett verspielt habe, habe ich mit dem willkommensbonus noch 100 Freispiele gehabt.

Mit diesen freispielen habe ich es es geschafft den Betrag umzusetzen. Dann habe ich ohne einen Aktiven Bonus weitergespielt und habe es geschafft 200€ zu gewinnen! ICH BETONE OHNE EINEN AKTIVEN BONUS DA DIESER BEREITS UMGESETZT WAR.

Jetzt wurden meine 200 gecancelt und nur ein Guthaben von 100€ sind verfügbar.

Ich habe von allen Screenshots gemacht.

Dear XAbruzzii,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with CasinoJoy.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• How long have you been a player at this casino?
• Have you passed the KYC verification process, please?
• Following the completion of wagering requirements, have you received a confirmation message indicating that your wagering is complete?

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,

Katarina

Hello!

I have been a player there since May 22, 2025.

I've already passed KYC. I also received confirmation via email.

I did not receive confirmation after meeting the wagering requirement.

But I saw in my profile a long time ago that the bonus had been successfully wagered and everything was settled. I only played with real money after the wagering requirement.

After withdrawing €200, I received a message saying my funds had been reduced to €100. Even though, as I said, I was already playing with real money.

Hallo!

ich bin seit dem 22.05.2025 Spieler dort.

KYC habe ich bereits bestanden. Auch Bestätigung per Mail.

Ich habe keine Bestätigung erhalten nachdem ich die wettanforderung erfüllt habe.

Habe aber längst im Profil gesehen dass der Bonus erfolgreich umgesetzt wurde und alles erledigt war. Ich hab nur mit Echtheit gespielt nach der umsatzumforderung.

Habe eine Nachricht bekommen nachdem ich 200 in Auszahlung gegeben habe dass mein Geld gekürzt wurde und auf 100€ gesenkt wurde. Obwohl wie gesagt ich bereits mit Echtgeld gespielt habe.

Dear XAbruzzii,

thank you for your message. I apologize for the delayed response. I was on sick leave and unable to reply.

Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.

Looking forward to your reply.

Katarina

Good day,

I have sent you the documents to the email!

Thanks and greetings

Guten Tag,

Ich habe ihnen die Dokuemente an die Email geschickt!

Danke und Grüße

Dear XAbruzzii,

thank you for your email and message.

Regarding the screenshot of your communication with the casino, the format is unreadable. To assist you effectively, could you please forward the complete email rather than just a screenshot?

You can send it to [email protected].

Looking forward to your reply,

Katarina

I only have what I sent you as a screenshot!

my game progress and the email that came.

I'm sending it again

Ich habe nur das was ich Ihnen als Screenshot geschickt habe!

mein spielverlauf und die Mail die kam.

mich schicke es nun nochmal

Dear XAbruzzii,

thank you for your email and message.

Please let me explain my request from the previous message. I would like to ask you to forward me the email communication you have between you and casino. Simply open an email received from them, then click the 3 dots in the right upper corner and choose the option forward. You then put my email address [email protected] in the field forward to and send please. This will allow me to receive the email in full and I will be able to read through it.

Hope this helps.

Looking forward to your reply,

Katarina

Dear XAbruzzii,

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.

I have already sent it several times by email!

I have forwarded everything I have!

Ich habe es bereits mehrfach per Mail Geschickt!

alles was ich habe habe ich weitergeleitet!

Thank you very much, XAbruzzii, for your cooperation. I will now transfer your complaint to my colleague Peter ([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 there,

Thank you XAbruzzii for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask CasinoJoy for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Thank you and hope for a quick response from the casino!

Thanks and greetings

Danke und hoffe auf schnelle Reaktion des Casinos!

Danke und grüße

Hello,

After carefully reviewing the case, we'd like to inform of the following:

The player has used the welcome bonus offered on the first deposit, which includes a 200% bonus and 100 free spins. According to point 11 of the promotion's T&Cs (https://casinojoy.com/en/promo/item/welcome-bonus-on-first-deposit-2):

"The maximum allowed amount for withdrawal which has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be deducted in accordance with the bonus policy."

In this case, the €200 win originated from the free spins which were part of the promotion, and for that reason, the system has correctly applied the rule for free spin winnings, which limits the maximum withdrawal amount from free spins to €100.

Kind Regards,

CasinoJoy Team

The very first thing I did was wager the bonus. I no longer had an active bonus and was playing with real money!

And when I reached €200 without an active bonus, you canceled it!!

Ich habe als aller erstes den Bonus umgesetzt. Ich hatte keinen aktiven Bonus mehr und habe mit echtem gespielt!

Und als ich die 200€ erreicht habe ohne aktiven Bonus habt ihr es gestrichen!!

Thank you for the update CasinoJoy representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. ([email protected]) Thank you in advance for your cooperation!

Hi Peter,

Thanks for your message.

Based on the player's account and gameplay history, the bonus amount of €5.88 was credited as a result of the 100 Free Spins. As per our bonus terms (Point 3.5), the bonus funds were subject to 40x wagering, which the player successfully completed - releasing €59.58 into the real balance.

The player continued to play using those funds, which originated from the Free Spins bonus.

According to Point11 of our bonus terms, "The maximum allowed amount for withdrawal which has been won from casino bonus free spins is €100. If the withdrawal amount exceeds the allowed amount, the player will receive €100 and the rest will be deducted in accordance with the bonus policy."

Since the funds stemmed from the Free Spins winnings, the maximum withdrawable amount was €100, and any excess was removed accordingly.

I’ve just forwarded the full gameplay and bonus transaction log to your email as requested for transparency.

Please feel free to reach out if you need any further clarification.

Kind Regards,

CasinoJoy Team

Thank you for the update CasinoJoy representative.

Dear XAbruzzii, does this sufficiently clarify the situation for you? Thank you in advance for your response!

Dear XAbruzzii,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.