Joya Casino - La cuenta del jugador fue reabierta sin consentimiento.

Hello, at Joya Casino i selfexcluded me permanent with no reopening and after they did that they send months later a freechip and reopened by themselve my account. I want the 200 euro refunded which i lost after they reopened my account in such criminal way by themselves. This was the chat of the selfexclusion on the screenshot seen.

Dear yasin61,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you received a response to your self-exclusion request or confirmation from the casino regarding the duration of the account closure?
• How did you find out that your account had been reopened?
• Could you please share your communication with the casino regarding the self-exclusion request? Send emails or chat transcripts to my email at dominika.l@casino.guru, 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,

Dominika

Hello, you can see in my screenshot above that the casino has confirmed the self-exclusion and that the account will remain closed forever. This means that the duration is permanent, which is very clearly visible. I found out that my account was opened by the casino without my consent and that it was permanently blocked and cannot be reactivated (the casino itself said this in the chat, see screenshot above) through a free bonus. See my screenshot here

Hallo, sie sehen oben in meinem Screenshot das das Casino den Selbstauschluss bestätigt hat und das das Konto für immer geschlossen bleibt. Somit ist die Dauer permanent was ganz klar sichtbar ist. Mitbekommen das mein Konto eigens vom Casino ohne meine Zustimmung und zudem ein permanent gesperrtes und nicht mehr reaktivierbares (selbst so vom Casino im Chat gesagt, siehe Screenshot oben) geöffnet wurde habe ich durch einen Gratis Bonus. Siehe mein Screenshot hier

Dear yasin61,

Could you please send the entire communication with the casino regarding the self-exclusion request and the bonus offer to my email address at dominika.l@casino.guru?

Please leave the screenshots unedited to clearly display all details.

I have sent you everything, and I would also like to mention that the casino refused to send me the requested game rounds via PDF

Ich habe Ihnen alles gesendet, zudem möchte ich noch erwähnen das das Casino mir die angeforderten Spielrunden Via PDF verweigert hat

Thank you very much, yasin61, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) 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.

I must also emphasize that the email with the 50 Euro bonus chip came directly from support. The email is . Unlike the general email for marketing : This means that I was specifically contacted by support, which is highly criminal.

Zudem muss ich betonen das die Email mit dem 50 Euro Bonus Chip direct vom Support kam. Die Email ist support@joya.casino . Anders als die generelle Email für Marketing : marketing@joya.casino . Das heisst ich wurde gezielt vom Support angeschrieben was höchst kriminell ist.

Hello yasin61,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Joya Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Yasin and Respected Forum Members,

First, I want to sincerely apologize for the inconvenience and distress caused regarding the reopening of your Joya Casino account. It was certainly not our intention to reactivate an account that had been permanently self-excluded as per your request. We take such matters very seriously, and I regret that this issue occurred.

Unfortunately, due to a technical error during a recent system update, an automated process mistakenly included previously closed accounts, such as yours, in a promotional offer. Please note that the bonus was entirely free, with no deposit requirement, and the intention was simply to reward players, not to undermine any self-exclusion agreement.

I fully understand that this situation has caused frustration, and for that, I am truly sorry. Your account has been permanently closed once again, and we are implementing additional safeguards to ensure that this type of mistake does not happen in the future.

We appreciate your understanding, and once again, we deeply regret this error. Please do not hesitate to reach out if you have any further concerns.

Best regards,

Joya Casino

Hello, don't lie about a system update. You wrote to me directly and opened the account. It was also clear that you wouldn't say a word about giving me back my deposits that were made as a result of your behavior in reopening a permanently blocked account. Pay me my 200 euros into my Jeton account and the matter will be settled. I want the money back that was made as a result of your mistakes and criminal actions. It's 200 euros that I lost as a result of your behavior in reopening my account without my consent.

Hallo, lügen sie nicht mit einem Systemupdate. Sie haben mich direkt angeschrieben und das Konto eröffnet. War auch klar das sie kein Wort in den Mund nehmen mir meine Einzahlungen zurückzugeben die durch ihr Verhalten ein permanent gesperrtes Konto wieder aufzumachen entstanden sind. Zahlen sie mir meine 200 Euro auf mein Jeton Account und die Sache ist geklärt. Ich möchte die Gelder die durch ihre Fehler und kriminellen Handlungen entstanden sind zurück, es sind 200 Euro die ich durch ihr Verhalten mein Konto ohne Einverständnis wieder zu eröffnen verloren habe.

Let's see which side you are on now, Casinoguru, this casino is lying, even if the system error is true, which is not the case, then the support should not have written directly. It was the support email, so directly personalized by the support and not the newsletter marketing email. It was a completely deliberate action and that is more than criminal. I spoke to the casino again and they said no to a refund. This refund is more than justified and I will present this case to Trustpilot if I do not receive my money.

Mal schauen auf welcher Seite sie jetzt stehen Casinoguru, dieses Casino lügt, selbst wenn das mit dem Systemfehler stimmen sollte was nicht der Fall ist, dann hätte der Support nicht direkt schreiben dürfen. Es war die Support email, also direkt personalisiert vom Support und nicht die Newsletter Marketing Mail. Es war eine ganz bewusste Aktion und das ist mehr als kriminell. Ich habe nochmal mit dem Casino geredet und sie sagen nein zu einer Rückzahlung. Diese Rückzahlung ist mehr als berechtigt und diesen Fall werde ich bei Trustpilot präsentieren wenn ich mein Geld nicht erhalte.

Dear Joya Casino Team,

Do I understand correctly that not only has the player received a promotional offer, but you also reopened the player's account?