Jokery Casino - Las ganancias del jugador se han reducido.

I played a game allowed at the casino and used my own money to get bonus money. I was able to complete the wagering with the bonus money. I have received a balance of 70 euros, which was transferred to my own balance after the wagering. I confirmed my account, after which I made a withdrawal on 8.4.2026, if I remember correctly. I went to jokery on 14.4.2026 and noticed that my balance was 30 euros and my withdrawal had been canceled.

I asked in the chat why my withdrawal was canceled and why 40 euros were taken from me. They asked me to verify my account again and said that the bonus had expired. There was no longer any bonus and I had completed the wagering within the required time. They told me that they had sent me an email about it.

I hope something will be done about it because the wagering was completed and the winnings were transferred to my own balance so no rules were broken and there is no reason why my balance should have been reduced for any reason. I have documents and pictures of the chats.

Pelasin kasinolla sallittua peliä ja menin omalta rahaltani bonusrahalle. Sain bonusrahalla kierrätyksen läpi. olen saanut saldoa 70 euroa, joka siirtyi kierrätyksen jälkeen omaan saldooni. Vahvistin tilini, jonka jälkeen tein noston muistaakseni 8.4.2026. Kävin jokery:ssa 14.4.2026 huomasin saldoni olevan 30 euroa ja kotiutukseni peruutettu.

Kysyin chätissä miksi nostoni on peruttu ja miksi minulta on viety 40 euroa. Pyysivät vahvistamaan tilini uudelleen ja sanoivat, että bonus on vanhentunut kuulemma. Bonusta ei ole enään ollu ja olen kierrätyksen saanut suoritettua vaatitun ajan sisällä. kertoi. että minulle on laitettua asiasta sähköpostia.

Toivon, että asialle tehdään jotain, koska kierrätys oli suoritettu ja voitot siirtynyt omaani saldoon joten silloin ei ole mitään sääntöjä rikottu eikä myöskään ole mitään syytä minkä takia saldoani olisi pitänyt vähentää jostain syystä. Minulla on dokumentit ja kuvat chäteistä.

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.

Dear Gamess,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Could you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Do I understand correctly that your winnings were transferred to the real money balance after you completed the wagering requirements?

Additionally, please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina