Joy Casino - Dobici igrača su konfiskovani.

On february 14th 2026 I used Joycasinos 1st deposit bonus which was 150%. (This was my very first deposit at that casino or at any of the company’s casinos). Deposited 175e and claimed sticky bonus 262,50e and completed the wagering requirements in accordance with the bonus rules. During the gaming session, I played Neon Staxx and Triple Tigers using a variable bet sizes from 1e to 8e which was permitted while the bonus was active. After successfully completing the wagering requirements (10937,50e), my balance was 2263,70e. Following this, I submitted all requested KYC documents, including proof of ID, proof of address, selfie with ID, and proof of payment. KYC verification process was succesful.

However Joycasino sent me an email stating that I had violated their bonus terms and conditions (Section 30.1.7 Promotion Abuse), as a result of which they voided all my winnings and left only my original deposit of 175e in my account. I dispute this allegation. I played only games permitted under the bonus terms, used stake sizes allowed under the casino’s rules, and completed the wagering requirements in full. I did not use any prohibited strategy, exploit any bug or malfunction, delay game rounds or bonus features, or otherwise abuse the bonus.

The casino appears to rely in part on changes in my stake size during wagering. However, the stake sizes used were within the limits generally allowed under its own terms. Adjusting stake size during play is normal gameplay behavior and, in my case, had a legitimate reason. Because the bonus was subject to a strict maximum cashout limit of 10 times the bonus amount, continuing to play with high stakes after the balance had increased would have exposed me to unnecessary risk without any practical benefit.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Joy Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you able to withdraw the deposited amount successfully already?
• When was the last time you were in contact with the casino regarding the issue?
• Was your account verified?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

• I am able to withdraw my deposit amount 175e but I won't do it because they will other hand close my account after that. I also want to make sure this is taken care of before I do anything else.
• Last time I was in contact with casino was 23.2.2026.
• My account is fully verified

Thanks for your reply.

Could you please share the emails where the accusations made against you are specified? Send the information to my email at tomas@casino.guru

Thanks in advance for your reply.

Hi!

I sent them via email to you Tomas.

Dear jkotro,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello there,

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

I would now like to ask Joy Casino 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!

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 jkotro, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

I have tried to contact Joy Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn’t a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help change the casino's approach.

If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend that you contact the Curaçao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try contacting them anyway, you can do so at: complaints@cga.cw.

Please let me know if you need help submitting the complaint or inform me how they responded if you decide to contact them on your own (peter.c@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Peter