Joya Casino - El jugador experimentó un retraso en la verificación de la cuenta.

They are scoundrels and scammers, it takes them 4 days to verify the account, just to verify 1 ID and a bank document, and the only thing they do in the support chat is to delay and say that they are verifying my account and that they regret my frustration always with the complaints, in the end what they do is spend time so that the bonus expires and the winnings disappear and you cannot withdraw them, I am going to report them to the corresponding authorities so that they cancel this casino for scammers.

Son unos sinvergüenzas y unos timadores,llevan para poder verificar la cuenta 4 días ,solo para verificar 1 DNI y un documento bancario,y lo único que hacen en el chat del soporte es dar largas y decir que están verificando mi cuenta y que lamentan mi frustración siempre con los lamentos,al final lo que hacen es pasar el tiempo para que el bono caduque y las ganancias desaparezcan y no puedas retirarlas,ya los voy a denunciar a las autoridades correspondientes para que cancelen este casino por estafadores.

Dear angelotero0064,

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

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

• Is there any withdrawal of winnings pending in your account?
• Was it impossible for you to continue wagering the bonus while the verification of your documents was taking place?
• Could you please share with me your communication with the casino to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Good morning, if I have a conversation with a Joya Casino operator assuring me on Monday, April 21, 2025 that the same day I would have the account verified, now today after 3 days they tell me that after looking at the documentation sent they have verified that it is not the same address that I have on the ID as in the account, well, I tell them that the address of the account is where I reside now and that if they want to check it, I attach the municipal register that details since what day I am at this address because I am living in a rented house and that the one that appears on my ID is where I lived before, which is my mother's house and they do not want me to send them that document, they tell me to send them a PDF of an invoice for some public service and I tell them that I cannot because I do not pay anything that my partner takes care of everything and this name is in my partner's name, which is why it is useless to them, I send them a certificate from my bank so they can see that I am the owner of the bank account, of which I was only using it for this, and now they tell me that it is not valid either, I have € 50 In the Joya Casino account that I won from a welcome bonus they gave me and I have 14 days to withdraw it if it doesn't disappear from my account and that's what they want, to delay so that this balance disappears when it reaches the maximum number of days, because I have provided them with a document that verifies where I really live and they don't want it, attached is an image of the conversation I had with one of the operators of this casino

Buenos días,si tengo conversación de un operador de joya casino asegurándome el lunes 21 de abril de 2025 que ese mismo día tendría la cuenta verificada,ahora hoy después de 3 días me dicen que después de mirar la documentación enviada han comprobado que no es la misma dirección que tengo en el DNI que en la cuenta,bien,les digo que la dirección de la cuenta es donde yo resido ahora y que si quieren comprobarlo les adjunto el padrón municipal que ahí detalla desde que día estoy en esta dirección porque estoy viviendo de alquiler y que la que sale en mi DNI es donde yo vivía antes que es la casa de mi madre y no quieren que les envié ese documento,me dicen que les mande un PDF de factura de algún servicio público y les digo que no puedo porque yo no pago nada que todo se encarga mi pareja y está nombre de mi pareja con lo cual no les vale para nada,les mando un certificado de mi banco para que vean que soy el titular de la cuenta bancaria,de la cual solo la estaba usando para esto,y ahora me dicen que no les vale tampoco,tengo 50€ en la cuenta de joya casino que gane en un bono de bienvenida que me dieron y tengo 14 días para retirarlo si no desaparece de mi cuenta y es lo que quieren ellos,dar largas para que ese saldo desaparezca cuando cumpla el máximo de días,porque les he facilitado un documento que verifica realmente donde resido y no quieren, adjunto imagen de la conversación que tuve con uno de los operadores de este casino

This is a moment ago, in which I tried to make the process easier for them by sending the municipal register in which I detail where I live and they put off answering that question, they don't want me to send them that document because I think they want time to pass so that the bonus expires and I can't withdraw the balance earned, they've been doing this for 4 days now.

Esto es hace un momento,en el cual les intento facilitar el trámite mandando el padrón municipal en el cual detalla donde resido y dan largas no contestan a esa pregunta,no quieren que les mande ese documento porque yo creo que quieren que pase el tiempo para que el bono expire y no pueda retirar el saldo ganado,así llevan desde hace 4 dias

Good afternoon Tomás, we are still the same, the Joya Casino still has no confirmation of the account verification, it's been 5 days the bonus is going to expire and the winnings I got with this bonus are going to expire too, so I am going to lose the €50 in my account, since no one here verifies anything or reports anything, let's say I would not recommend this casino to anyone in the world, since they scam you, they keep your winnings

Buenas tardes Tomás,seguimos igual,el joya casino sigue sin confirmación de la verificación de la cuenta,ya van 5 días el bono va a expirar y las ganancias que conseguí con este bono se va a expirar también,con lo cual los voy a perder los 50€ de mi cuenta,ya que aquí nadie verifica nada ni informa de nada,vamos no recomendaría este casino a nadie en el mundo,ya que te estafan,se quedan con tus ganancias

Thanks for your replies.

If you have already achieved your winnings from the bonus, I don't think the bonus or your winnings can expire anymore.

Do I understand correctly that you provided documents for your previous residence, however, when you registered in the casino, you filled out your current place of residence?

Have you asked the issuer of your ID to reissue your ID with the new address?

Please let me know.

Good afternoon Tomás, I sent them everything, including a residence document in which I specify in detail where I live and not even with that they verify the account, the only thing they tell me is that I have 14 days to withdraw the money I have in my account, and if not, that money will disappear from my account, the 14 days expire on 05/03/2025, and even today I still do not have a verified account, and I cannot make the withdrawal since to make said withdrawal I need to have the account verified, the only thing they do in this casino is delay and thus the money in my account expires, is that what they want

Buenas tardes Tomás si les envié todo,incluso un documento de residencia en cual específica detalladamente donde resido y ni con esas me verifican la cuenta,lo único que me dicen es que tengo 14 días para hacer la retirada del dinero que tengo en cuenta,y que si no ese dinero desaparece de mi cuenta,los 14 días cumplen el día 03/05/2025, y aún a día de hoy sigo sin la cuenta verificada,y sin poder hacer el retiro ya que para hacer dicho retiro necesito tener la cuenta verificada,lo único que hacen en este casino es dar largas y así caduca el dinero de mi cuenta,es lo que quieren ellos

Thank you very much, angelotero0064, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Thank you very much. Although today is 8/05/2025 and things are still the same, they still haven't verified my account and I haven't heard from the casino. Thank you very much.

Muchas gracias,aunque estamos a día 8/05/2025 y seguimos igual,siguen sin verifarme la cuenta y no tengo noticias por parte del casino,muchas gracias

Hi angelotero0064,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Joya Casino to the conversation to participate in the resolution of this complaint.

Hi Peter, perfect, I agree. Invite Joya Casino to the conversation. Thanks.

Hola Peter, perfecto estoy de acuerdo invita a joya casino a la conversación, gracias

I attach a screenshot of what they just told me in customer service,

They just told me that the earnings I had in my account have expired because time has passed and I haven't withdrawn them, they are smart, I was right, I haven't been able to withdraw them because I need verification of the account, which they still haven't done by sending my documents, ID, bank certificate and municipal registration, and even so they haven't done it after 1 month, they have done everything possible to make time pass and the earnings expire, they are scammers

Adjunto captura de pantalla de lo que me acaban de comunicar en atención al cliente,

Me acaban de decir que las ganancias que tenía en mi cuenta han expirado debido a que ha pasado el tiempo y no lo he sacado,son unos listos,yo tenía razón ,no lo he podido retirar porque necesito la verificación de la cuenta,cosa que ellos aun no han hecho enviando mis documentos,DNI, certificado bancario y empadronamiento municipal,y aún así no lo han hecho después de 1 mes ,han hecho todo lo posible para que pasara el tiempo y las ganancias expiran,son unos estafadores

Hi angelotero0064,

Thanks for the update. We really need some response from the casino in order to make some progress here. Unfortunately, we haven't heard from them yet.

Good morning, they are not going to answer, they are like that, they are very clever, they have taken the €50 that I had in my account because I already warned them ahead of time, they claim that I did not claim them and the deadline has passed, and in fact, in order to claim it I needed to make a minimum deposit of €10 in the account, but I cannot make the deposit because I have not verified the account after 1 month now, and here nobody gives explanations, they are scoundrels, I really would not advise anyone to register in this casino, they are scammers.

Buenos días,no van a contestar son así,son muy listos,a mí me han quitado los 50€ que tenía en mi cuenta porque como yo ya avisaba antes de tiempo,ellos alegan que no los reclamé y ha pasado el plazo ,y efectivamente para poder reclamarlo necesitaba hacer un depósito mínimo de 10€ en la cuenta,pero no puedo hacer el depósito porque no tengo verificada la cuenta después de 1 mes ya,y aquí nadie da explicaciones,son unos sinvergüenzas,yo de verdad que no aconsejaría a nadie que se registre en este casino,son unos estafadores.

Good afternoon, Peter, these scoundrels from the casino have even blocked my account. I can't even log in anymore. They're a bunch of scammers.

Buenas tardes Peter me han bloqueado hasta la cuenta los sinvergüenzas estos del casino,ya no puedo ni entrar,panda de estafadores

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.

Good morning Peter, they won't answer, they are that shameless.

Buenos días Peter,no van a contestar,son así de sinvergüenzas

Hi angelotero0064,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 to 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 you contact the Comoros Gaming Authority (https://casino.guru/licensing-authorities/comoros-license) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter