Joya Casino - El retiro del jugador se retrasa debido a cambios en los términos.

Good morning,

This is my first time, after many years, filing a complaint about a casino that I thought was reliable.

I have been verified with Joya Casino for months. I have made several deposits and successful withdrawals without any issues.

My problems with Joya have just started. The casino has a loyalty program with Trueplay and tokens that can be earned through play to earn and hold to earn. Once earned and withdrawn into the game balance, you can unlock this value to purchase again, and it is possible to buy more later directly from our deposits.

I had withdrawn all the tokens from the casino earlier, and later I regretted it. I decided to reload and take advantage of the limit since I had played at the casino. I reached the necessary limit through the loyalty program gameplay.

About a month later, after consistently playing at the casino (I always had a positive balance, but I still made monthly deposits), I managed my bankroll responsibly.

I tried to withdraw my token earnings.

I checked all the terms and took screenshots of them. I did what was necessary, and when I tried to withdraw, my usual withdrawal method was unavailable (due to maintenance, according to the casino).

I made a deposit using a new method and requested a withdrawal. A week and a half later, Joya changed the terms of the loyalty tokens (just after I had converted and played with real balance over nearly two weeks).

They added the following terms:

Wagering Requirements:

All rewards earned through Joya Coin rakeback must be wagered 35 times before they can be withdrawn.

Monthly Cap:

The maximum amount that can be redeemed from these rewards is capped at €1,000 per month.

Player Eligibility:

Players must be active and consistent depositors to qualify for these programs.

Weekly Deposit Requirement:

To withdraw the balance from Joya Coins, the player must make a weekly deposit at least equal to the desired withdrawal amount.

After doing this, they canceled all my game-derived earnings, previous deposits (always positive balance), crypto deposit for withdrawal, and tokens (€650 real balance + €200 withdrawal request).

Their response was to check the terms, which they had changed after I had withdrawn to real balance. I find this practice from the casino unfair.

I never had issues before, and I don't mind changes to terms, but changing the terms after player actions to cancel gains is something I find unjust.

Bom dia

Venho pela primeira vez ao fim de tantos anos apresentar queixa sobre um casino ao que tudo indica confiável

Estou verificado na joya casino a meses , tenho vários depósitos e retiradas bem sucedidas sem qualquer problema .

Os meus problemas na joya começaram agora, o casino tem um programa de lealdade da trueplay com tokens ao qual é possível ganhar através de play to earn e hold to earn, uma vez ganhos e retirados para saldo de jogo os tokens , desbloqueamos esse valor para compra novamente e é possível tornar a comprar mais tarde diretamente dos nossos depósitos

Eu tinha retirado todos os tokens do casino , e mais tarde arrependi me e tornei a carregar e decidi aproveitar o limite visto que tinha jogado no casino, tinha feito limite que e necessário fazer através de jogo no programa de fidelidade

Passado cerca de 1 mês e pouco e ter jogado sempre no casino ( tive sempre saldo positivo, apesar disso fiz carregamentos mensais) fazia gestão de banca a jogar

Tentei retirar os meus ganhos de tokens.

Verifiquei todos os termos e tirei print aos mesmos, fiz o que era necessário e quando fui a levantar não tinha o meu método de levantamento normal disponível (manutenção segundo o casino).

Fiz depósito através de novo método e fiz pedido de retirada, e passado uma semana e meia a joya alterou os termos dos tokens de lealdade ( já após eu ter convertido e jogado a saldo real ao longo de quase duas semanas)

E acrescentou os seguintes termos:

Wagering Requirements:

All rewards earned through Joya Coin rakeback must be wagered 35 times before they can be withdrawn.

Monthly Cap:

The maximum amount that can be redeemed from these rewards is capped at €1,000 per month.

Player Eligibility:

Players must be active and consistent depositors to qualify for these programs.

Weekly Deposit Requirement:

To withdraw balance from Joya Coins, the player must make a weekly deposit of at least to the desirable withdrawal amount.

Feito isto anulou me todos os ganhos derivados de jogo, carregamentos feitos antes ( saldo sempre positivo) , carregamento de crypto para levantamento, e tokens. (650 euros saldo real + 200 euros pedido levantamento)

Com a resposta que alteraram os termos para eu ir verificar .

Mas alteraram os termos posteriormente a eu ter levantado para saldo real o que considero a prática injusta vinda do casino .

Nunca tive problemas antes e não me importo com as alterações de termos, agora alterar os termos após ações dos jogadores para anular ganhos considero injusto.

Dear odracirslb,

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. 

• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
• If you have any screenshots supporting your case please such as the change in the terms and conditions, share them as well.

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,

Tomas

Dear Tomás,

I hope you are well.

I've already sent you the following screenshots via email

Terms when I converted

New terms

Chat print one month ago, when I went to withdraw a debt on the terms

And new chat.

I also want to point out that joya changed the terms of something important without notifying the players

And I consider such terms abusive, because I can load the account with 800 euros, buy 400 € tokens and play the 400 € to have a limit to get something with the program. That said, as joya's program almost always gives 0 or something very close to it, when I withdraw my 400 euros, I'm going to make a loss because with every purchase and withdrawal we pay around 1.5% commission.

And joya also forces us to make a new deposit of the same amount and play 35x the amount I paid out of my pocket without any profit (I could have used it for other things, the money stays with the casino)+possible profits

Which I consider practically turning the real balance into a bonus, as the tokens are converted to real balance according to what is still in the widget at the time of my post.

I'd like to point out once again that I had a limit on the number of games I could play, without which I wouldn't have access to the program, I've always played weekly, I've always had a positive balance in my account and that the terms were changed after my switch, and that many players have hundreds of euros in tokens there.

I have never used any bonuses, not a single cent on all deposits in this casino or cashback even though they are available, because I have always had a real balance in my wallet.

Best regards

Caro Tomás,

Espero que te encontres bem.

Já enviei as seguintes prints através de email

Termos quando fiz a conversão

Termos novos

Chat print com um mês , quando fui retirar uma divida sobre os termos

E novo chat.

Quero também salientar que a joya alterou os termos de algo importante sem avisar os jogadores

E considero tal termos abusivos, porque eu posso carregar um exemplo a conta com 800 euros, compro 400€ tokens e jogo os 400 € para ter limite para conseguir algo com o programa. Posto isto como quase sempre o programa da joya da 0 ou algo muito próximo, ao retirar os meus 400 euros , vou ter prejuízo porque a cada compra e retirada pagamos cerca de 1.5% comissão

E a joya ainda nos obriga a fazer novo depósito igual e a jogar 35x o valor que paguei do meu bolso sem qualquer proveito (podia ter usado noutras coisas, o dinheiro fica do lado do casino)+possíveis lucros

O que considero praticamente tornar o saldo real a bônus, pois os tokens são convertidos para saldo real segundo o que ainda consta na widget a data do meu post

Saliento mais uma vez que tinha limite através se jogo sem ele não temos acesso ao programa, sempre joguei semanalmente, sempre tive saldo positivo na conta e que os termos foram alterados após a minha troca, e que muitos jogadores têm lá centenas de euros em tokens.

Nunca usei qualquer bônus nem um único cêntimo em todos os depósitos neste casino nem cashback mesmo tendo os mesmos disponíveis, pois sempre tive saldo real na carteira de jogo

Melhores cumprimentos

If I may, I would also like to give my opinion on the joya shares.

You can tell from the loyalty program that the casino has no or very little revenue, the casino has always paid me promptly.

For weeks now, the program has not given players anything (it says the general daily value is "0"), which indicates that they have paid out a very large prize because they have not made a profit for weeks.

That's when all the problems started, probably the casino has analyzed every penny I've wagered so far in this two-week period, which has been about to pay me, while support asked me to wait for a response from the finance department.

As I play slots, I never use strategies in table games, I don't use bonuses, they had absolutely nothing to cancel my winnings (incredible they did, it took more than a week but they did it), and as I had even loaded that week and probably other players in the same situation too, they put the parameter of being a deposit equal to the withdrawal of tokens.

But they still allowed withdrawals, and annulled them for non-compliance with the terms without notifying the players of the change.

I believe that's the intention: to confiscate players' tokens because there's no money in the bank.

I consider this to be a complete rip-off of players. If a player loses, they have to take responsibility for the money they've lost, and that's a risk we take with every spin of the roulette wheel and every spin on the slots.

If the casino has no money in the till when the player wins, do we still have to take that risk? If so, I too would like to open a casino. My problem is that I don't have the money to do it, and apparently there are those who prefer to get around rather than take on obligations.

I'm sorry for the long-windedness, but the situation of changing terms after a game has deeply affected me.

Best regards

Se me é permitido gostaria também de dar a minha opinião acerca das ações da joya.

Da para perceber pelo programa de fidelidade que o casino não tem receitas ou tem muito poucas, o casino sempre me pagou prontamente.

A semanas que o programa não dá nada rigorosamente aos jogadores ( diz o valor diário geral "0"), o que indica que pagaram um prémio grande bastante grande pois não lucram a semanas.

Foi aí que começou todos os problemas, provavelmente o casino analisou todo e qualquer cêntimo que apostei até HJ neste tempo de duas semanas ,que esteve para me pagar , enquanto o suporte me pedia para aguardar uma resposta do departamento financeiro.

Como jogo slots nunca uso estratégias em jogos de mesa , não uso bônus não tinham absolutamente nada para me anular os ganhos (incrível conseguiram, demorou mais de uma semana mas conseguiram) , e como eu até tinha carregado nessa semana e provavelmente outros jogadores mesma situação também, meteram o parâmetro de ser depósito igual a retirada de tokens.

Mas deixando retirar ainda assim, e anulando por incumprimento de termos sem ter avisado os jogadores da alteração.

Acredito que a intenção seja essa mesmo confiscar os tokens dos jogadores porque não há dinheiro em caixa.

Considero isto roubar completamente os jogadores, se um jogador perde tem de se responsabilizar pelo dinheiro que perdeu e um risco que corremos a cada giro de roleta e a cada Spin nas slots.

Se o casino não tem dinheiro na caixa quando o jogador ganha temos de assumir esse risco a mesma? Se sim eu também gostaria de abrir um casino . O meu problema é falta de dinheiro para isso, pelos vistos a quem prefira contornar a assumir obrigações.

Peço desculpa pelo testamento mas a situação de alteração de termos após jogo , mexeu profundamente comigo.

Melhores cumprimentos

Dear odracirslb,

Thank you for your detailed feedback and for sharing your concerns.

We understand that the situation with the casino’s loyalty program and their handling of recent changes is frustrating and upsetting. However, please note that loyalty programs, including their terms and any changes to them, fall under the sole discretion of the casino. While we agree that it is unfortunate and not a good practice to change the terms without notifying players in advance, it is still within the casino’s rights to do so.

That said, we do not interfere with loyalty programs, their management, or any related decisions, as this is beyond the scope of our mediation process. Our role is to help players and casinos resolve disputes fairly within the framework of the casino's established terms and conditions.

We appreciate your understanding and hope that the casino will take your feedback into consideration for future improvements.

If there’s anything else we can assist you with, please let us know.

Best regards,

Tomas

Dear Tomás,

I hope you are well

I repeat that I was already on the real balance for weeks when they changed the terms.

I'm not saying that the casino has the right to change the terms or that I'm asking them to interfere with the program.

The terms were changed two weeks after I had already converted to real money.

Please tomas I know that casino guru has several complaints going on, but I would like you to pay more attention to my case

You're responding to something that isn't my complaint, my last message was warning readers not my complaint.

Complaint:

joya canceled all my earnings two weeks after the change of terms

Please send me all the prints

And I'll also send you the withdrawal date for the real balance

Best regards

Ricardo ****

Caro Tomás,

Espero que te encontres bem

Torno a repetir que já estava a saldo real a semanas quando alteraram os termos

Não estou a dizer que o casino tem ou não direito de alterar os termos , e que estou a pedir para interferirem no programa

Os termos foram alterados duas semanas após eu já ter convertido a saldo real

Por favor tomas sei que o casino guru tem várias queixas a decorrer, mas gostaria de ter mais atenção ao meu caso

Estás me a responder a algo que não é a minha reclamação, a minha última mensagem foi a alertar os leitores não a minha reclamação

Reclamação:

A joya anulou todos os meus ganhos duas semanas após a alteração de termos

Por favor tens no email todos os prints

E envio também a data de retirada para saldo real

Melhores cumprimentos

Ricardo ****

I'd like to know if the casino guru thinks it's right to change the terms after the requirements have been met.

Loyalty program and a promotion, in a reload bonus would you think it's right after you've won and you have a real balance the casino changes the terms to 75x?

We're talking about a change after you've met the requirements and are available for withdrawal.

And as for the trueplay loyalty program, there are millions of euros in the programs, so in your opinion everyone should withdraw the millions they bought because the casinos can take all the money?

I'd like to know because I've bought more than 15,000 euros myself, so can the casinos just take all of everyone's money? And change the terms after it's been converted to real money?

Best regards

Ricardo ****

Gostaria de saber se na opinião do casino guru é correto a alteração de termos após e torno a repetir após já ter sido cumprido os requisitos.

Programa de lealdade e uma promoção, num bônus de carregamento acharias correto ao fim de ganhares e estar a saldo real o casino alterar os termos para 75x?

Estamos a falar de uma alteração após cumprido requisitos e estar disponível para levantamento.

E quanto ao programa de lealdade da trueplay, existem milhões de euros nos programas, então na tua opinião toda a gente deveria retirar os milhões que comprou porque os casinos podem se apoderar de todo o dinheiro?

Gostaria de saber pois eu próprio comprei mais de 15 mil euros , então os casinos podem simplesmente ficar com todo o dinheiro de toda a gente? E alterar os termos após ser convertido a saldo real?

Com os melhores cumprimentos

Ricardo ****

I apologize for the delayed responses.

Casino loyalty programs are a gift to the player, a balance the player receives extra from the casino. The rules according to which these funds can be redeemed vary and the conditions the casino distributes them can change.

I went through the communication again, however, from the explanation you received, the funds you are referring to don't seem to be lost according to the casino support.

and

Please let me know if you proceed according to the casino's recommendation in order to cash them out and about any obstacles in the way.

Good morning Tomás

First of all, I apologize for the delay in replying.

I fully agree with you, but we are talking about a change to the terms after my withdrawal had already taken place

If it had been changed before, I agree, the date of my withdrawal of tokens the terms were different, I sent proof by email of the terms when I withdrew

And on the subject of not being lost, I think the support was referring to the withdrawal of new tokens, I questioned the amount I had to withdraw and play to get the money back and they always evaded the subject.

But if that's the case joya please tell me how much I have to deposit and play to get my money back, although the Terms have been changed after I've done everything I don't mind complying with the terms.

Now I need to know how to comply with them and if it will actually be returned

And how do I have to do it, step by step please , I would like joya to say

And games available to make the requirements of the same because there even I'm afraid to log in and be against the terms .

I think that's the only way I can be sure that I won't be against any terms, that is if they don't change it after the answer, there is that possibility.

So if possible I would like the casino to join the conversation and tell me what to do to comply with the terms and get the 850 euros back.

Best regards

Ricardo ***

Bom dia Tomás

Antes de mais peço desculpa pela demora na resposta .

Concordo plenamente contigo, mas estamos a falar de uma alteração aos termos após a minha retirada já ter sido efetuada

Se tivesse sido alterado antes , estou de acordo , a data da minha retirada de tokens os termos eram outros, eu mandei a prova por email dos termos quando retirei

E quanto ao assunto de não estar perdido, penso que o suporte se referia a retirada de novos tokens, eu questionei a quantia que tinha de retirar e jogar para obter o dinheiro de volta e sempre fugiram ao assunto.

Mas se é assim a joya que me diga por favor quanto tenho de depositar e jogar para ter o meu dinheiro de volta , embora tenha sido alterado os Termos após eu ter feito tudo eu não me importo de cumprir com os termos.

Agora preciso de saber como os cumprir e se efetivamente vai ser devolvido

E como tenho que fazer, passo a passo por favor , gostaria que a joya dissesse

E jogos disponíveis para fazer os requisitos do mesmo pois ali até tenho medo de fazer login e estar contra os termos .

Acho que só assim consigo ter a certeza que não vou estar contra nenhum termo, isto se eles não alterarem após a resposta , há essa possibilidade.

Por isso se possível gostaria que o casino participasse na conversa e me diga o que fazer para cumprir os termos e ter os 850 euros de volta

Melhores cumprimentos

Ricardo ***

Good morning

I would like to inform you that I received an email from joya that since I haven't topped up the account for 14 days all my loyalty tokens have been removed , I haven't topped up the account anymore due to the fact that we are solving the problem , you know we are doing it nevertheless they decided that I had to deposit and play away until my top up balance has been removed

I just want to show one more unfair practice of joya for all readers to know 🙂

Update: joya removed all my real balance from loading and coming from tokens with changes of terms days after withdrawal.

And while I'm sorting out the problem they've decided to withdraw everything I've bought in tokens from my pocket because I haven't topped up my account until the problem is sorted out.

Tomas, I would also like to point out that the tokens were bought with real money, they were not given away, I have a printout of the purchase of 1000 euros in tokens directly from the balance, and now joya has simply stolen the 1000 euros that I deposited and bought in tokens.

I repeat I bought the tokens, they were not offered, the tokens can be bought directly from the real balance

I'll send proof of purchase to your email address

Best regards

Ricardo ***

Bom dia

Gostaria de informar que recebi um email da joya que como não carrego a conta a 14 dias todos os meus tokens lealdade foram removidos , eu não carreguei mais a conta devido a estarmos a resolver o problema , sabem que o estamos a fazer mesmo assim decidiram que eu tinha de depositar e jogar embora até o meu saldo de carregamentos ter sido removido

Só quero mostrar mais uma prática desleal da joya para todos os leitores saberem 🙂

Atualização:A joya removeu todo o meu saldo real de carregamento e vindo de tokens com alterações de termos dias após retirada.

E enquanto resolvo o problema decide retirar me tudo que comprei do meu bolso em tokens porque não carreguei a conta enquanto o problema não e resolvido

Tomas gostaria também de salientar que os tokens foram comprados a saldo real não foram oferecidos, tenho print prova do mesmo compra 1000 euros em tokens diretamente do saldo , e agora a joya simplesmente roubou me os 1000 euros que eu depositei e comprei de tokens

Torno a repetir eu comprei os tokens , não foram oferecidos, os tokens podem ser comprados diretamente a saldo real

Envio comprovativo de compra dos mesmos para o teu email

Melhores cumprimentos

Ricardo ***

Please share with me the email in which the casino justifies its actions against you so we may review it.

Please send it to my email at tomas@casino.guru

I've already sent this latest email and the email I received at the time after my withdrawal request had been under review for over a week

And I think this is enough of a scam, authorizing the purchase of real money tokens and keeping the player's money if he doesn't deposit in 14 days.

And they've done this with a new change to the terms, setting the loading parameter at 14 days.

I'm sending you new terms (05/02), I think it's better to put a date on each change to the terms by joya because they make so many changes that I get lost. I don't know if it was changed today because the notice wasn't given, obviously it wasn't convenient so that they could cancel the balance for non-compliance with the terms.

As I said before, at joya the player is always against the terms because they change them as they see fit in order to cancel the player's winnings and balance at all times, as has been seen in several cases.

With or without money, with or without tokens, I will never set foot there again, I don't think a casino like that deserves even half the rating you give it, I trusted joya because you have a good reputation, and when I get there I find a casino that changes the terms every other day in order to cancel the winnings, constantly removes the withdrawal methods from the players, asking for new deposits through other means to withdraw the balance (I started with nettler , I was forced to switch to Skrill and deposit again to play again to withdraw my winnings and finally I was forced to switch to cryptocurrencies because they removed the other methods and it was not possible to deposit in any other way, and I was forced to create a crypto wallet to withdraw my winnings, so that in the end after loading and playing they still cancel me by changing the Terms)

You are driving players to unfair casinos where they will be treated dishonestly.

Ja enviei este último email e o email recebido na altura após mais de uma semana o meu pedido de retirada estar em análise

E acho que isto já chega a burla, autorizarem a compra a saldo real dos tokens e ficarem com o dinheiro do jogador se ele não depositar em 14 dias.

E fizeram isto com nova alteração aos termos metendo o parâmetro de carregamento a 14 dias

Envio novos termos. (05/02), penso que é melhor por data a cada alteração dos termos por parte da joya que eles tanta alteração que fazem que até me perco. Não sei se foi alterado hoje porque o aviso não foi feito, obviamente não convinha para assim conseguirem anular o saldo por incumprimento de termos

Tal como disse anteriormente na joya o jogador está sempre contra os termos pois eles alteraram como lhes dá jeito para anularem ganhos e saldo aos jogadores a todo o momento como já vários casos foram vistos .

Com ou sem dinheiro com ou sem tokens, um pé lá nunca mais meto, acho que um casino assim não merece sequer metade da nota que vocês dão, eu confiei na joya porque vocês dão boa reputação, e chego lá deparo me com um casino que altera os termos dia sim dia não de forma a anular os ganhos, retira constantemente os métodos de retirada aos jogadores, pedindo novos depósitos através de outros meios para retirada do saldo (comecei com nettler , fui obrigado a mudar para Skrill e depositar novamente jogar novamente para retirar os meus ganhos e por fim fui obrigado a mudar para criptomoedas pois removeram os outros métodos e não dando para depositar de qualquer outra maneira, tendo sido eu obrigado a criar uma carteira cripto para retirar os meus ganhos, para no fim depois de carregar e jogar ainda me anularem por alterações aos Termos)

Vocês estão a levar os jogadores a ir para casinos injustos onde vão ser tratados de forma desonesta.

Thank you very much, odracirslb, 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.  

Hi odracirslb,

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.

Dear Casino Guru team and Odracirslb,

Thank you for reaching out and inquiring about this matter.

After conducting a thorough investigation, we have determined that this case involves a clear violation of our loyalty program's terms. As the name suggests, our loyalty program is designed to reward genuine player engagement, and we strictly prohibit any form of abuse.

In this instance, the player in question did not engage in gameplay but instead deposited funds solely to accumulate Joya Tokens. This practice is explicitly against our policies and does not align with the intended purpose of the program. Furthermore, the player continued purchasing tokens while the complaint was still active, despite previously stating that no further actions would be taken on their end.

Given these circumstances, we must uphold our decision, and unfortunately, we will not be able to process the player's withdrawal request.

Thank you for your understanding.

Best regards,

Joya Casino Team

Joya, after a new reading, I realized a point that I missed before, I'm very sorry.

"The declaration and warning"

I did declare that, now let's analyze the declaration, because that's the only way to understand it 🙂

1-I myself went to support 2/3 months ago to ask about the terms of withdrawal.

2-The assistant's reply was that they had changed it to bonus balance.

To which I complained because it was stated that it was a real balance.

3-I asked to be paid in full

And I threatened to come here to the casino guru if it wasn't done, and if necessary I pledged to leave the program.

4-He sent me an email to clarify the matter and said there was nothing he could do.

5- I sent the email stating that I would come here if I didn't get paid, to which they told me to go to the chat again because they didn't know what it was about.

6- I went to the chat again and the assistant, after I explained the problem, said that it had been a mistake on her colleague's part and that it was the real balance and that I could withdraw the money from the loyalty program and continue to use it without any problem.

I asked more than once, and sent the screenshots of the conversation, and again I was told that it was indeed a mistake on the part of the colleague.

That said, I really thought it was a mistake on the part of support, because that's what you told me.

So you tried to trick me right from the start by telling me that I could only withdraw 50 euros as a bonus when I topped up and bought a real balance?

So I would like to use this "warning" as proof that joya simply has bad intentions, because the next day it declared that the assistant had made a mistake and that I could continue

Now it says I was warned.

In other words, the "mistake" was more like the first attempt to appropriate my account balance, now I understand 🙂 .

I really should have left the program and done my part, but now I've been told that it was a total mistake and that I can continue without any problem.

I would like to ask casino guru for the email address where I can provide proof of this, I have all the conversations and email from joya

which states that it was a mistake by the assistant and everything is fine with my account and that I can use the program without a problem.

(I can't upload it here)

Best regards

Joya após uma nova leitura, percebi um ponto que me passou antes peço imensa desculpa.

"A declaração e aviso"

Eu declarei isso sim, agora vamos analisar a declaração, pois só assim e possível entender a mesma 🙂

1-Eu próprio fui ao suporte a 2/3 meses perguntar os termos de retirada.

2-A resposta da assistente foi que mudaram para saldo bônus.

Ao qual eu reclamei pois estava declarado que era saldo real.

3-E pedi pra ser pago tudo na totalidade

E ameacei vir aqui ao casino guru caso n fosse feito, e se necessário eu me comprometi a afastar do programa.

4-Mandou me enviar email para esclarecer o assunto que nada podia fazer.

5- enviei o email onde expus que vinha aqui caso n fosse pago,ao qual me mandaram ir novamente ao chat que não sabiam do que se tratava.

6- dirigi me novamente ao chat e a assistente depois de eu expor o problema disse que tinha sido um erro por parte da colega e que era a saldo real e que podia retirar o dinheiro do programa de lealdade e continuar a usar o mesmo sem qualquer problema.

Eu perguntei mais que uma vez, e mandei os prints da conversa, e novamente me disseram que foi realmente um erro da colega.

Posto isto eu de verdade pensei que era um erro da parte do suporte, porque foi o que vocês me disseram.

Então vocês tentaram me burlar logo de início dizendo me que só podia levantar 50 euros a bônus quando carreguei e comprei a saldo real?

Então gostaria de usar esse "aviso" como prova de que a joya simplesmente tem mas intenções, pois dia seguinte declarou como engano da assistente e que poderia continuar

Agora diz que fui avisado.

Ou seja o " engano" foi mais a primeira tentativa de se apropriar do meu saldo na conta , agora entendo 🙂 .

Eu teria realmente saído do programa, e cumprido a minha parte, agora disseram me que foi um total engano e que podia continuar sem problema.

Gostaria de pedir o email ao casino guru para onde posso fornecer as provas do mesmo, tenho todas as conversas e email da joya

Onde afirma que foi um erro da assistente e está tudo bem com a minha conta e que posso usar o programa sem problema.

( Não estou a conseguir o upload aqui)

Melhores cumprimentos

Hi all,

Thank you for your replies.

Dear odracirslb,

You can send the email to my email address (peter.m@casino.guru).

Dear Joya Casino Team,

I'd like to ask you to react to the player's reply and send the following information to my email address (peter.m@casino.guru): the player's transaction history, game history, and the full rules of the loyalty program from before they were changed. Thank you.

Hi Peter

I sent you the transcript of the chat, and it also says that I played and won playing and instead of withdrawing I used winnings to buy tokens as well.

I have a purchase limit and a participation limit in the program (made up of real balance plays from deposits).

I didn't abuse the program, I simply didn't lose playing and managed to make a limit and therefore take advantage of the program.

I followed all the terms, played and loaded and didn't go more than two-three weeks without doing so, the only problem I see is that at the end of the day I made a profit from the program and didn't make a big loss on the game for the amount of play I did

But every move contributed to the platform.

Olá Peter

Enviei a transcrição do chat , e nele está também é falado que joguei e que ganhei a jogar e em vez de retirar usei ganhos para compra de tokens tambem.

Tenho limite de compra e limite de participação no programa (feito de jogadas a saldo real vindas de depósitos).

Eu não abusei do programa simplesmente não perdi a jogar e consegui fazer limite e por consequência aproveitar o programa.

Segui todos os termos, joguei e carreguei não passando mais de duas três semanas sem o fazer , o único problema que vejo e que no fim das contas tive lucro derivado ao programa e não tive grandes perdas em jogo para o volume de jogo que fiz

Mas cada jogada contribuiu para a plataforma.

Hello Peter,

Hope you are doing well.

All the files have been sent to the email.

Looking forward to hearing from you.

Best regards,

Joya Crew

Thank you Joya Casino Team,

I will review the information and get back to you within a couple of days.

Dear Joya Casino Team,

Thank you for your email and information. We have reviewed the data and your arguments, but we remain confident that the player should receive full payment. More detailed reasoning was sent to you by email.

Hello Peter,

Based on the evidence, it is evident that our Terms and Conditions were breached. The deposits were hardly ever wagered once - especially the largest ones. The majority of the activity took place on the Loyalty platform rather than within the casino, and the player continued accumulating Tokens by holding them even after the dispute had commenced.

This clearly demonstrates that the player's sole focus was the Loyalty platform rather than the casino itself. Therefore, we are upholding our decision and proceeding in accordance with our established rules.

Please be advised that our decision is final, and we will be enforcing the necessary measures as outlined in our Terms and Conditions.

Hello Peter and dear readers

If I may, I would like to respond to joya's statements

I don't play my deposits, that's false, because it was impossible for me to withdraw if I didn't play it, the system itself doesn't allow it.

If a player wants to top up again to take advantage of the program limit made on previous deposits without playing the amount of that deposit, when withdrawing from tokens to balance he will have to play the amount he deposited in order to withdraw, so joya's statement makes no sense at all. The player is always obliged to play the deposit before withdrawing. Always.

And I didn't accumulate any more tokens after joya removed my balance, when the problem arose I stopped the loyalty program altogether, not even one more loyalty token

I'm sending an email attachment with proof of the last date I was connected to the program.

Here's my wallet and you can see the dates....

Olá Peter e caros leitores

Se me e permitido gostaria de responder as declarações da joya

Eu não jogar os meus depósitos e falso até porque era impossível eu levantar se não jogar o mesmo, próprio sistema não deixa .

Caso um jogador pretenda fazer novo carregamento para aproveitar o limite do programa feito nos depósitos anteriores sem jogar o valor desse depósito, ao levantar de tokens para saldo vai ter de o jogar o valor que depositou para poder levantar, por isso a afirmação da joya não tem qualquer ponta de sentido. O jogador é sempre obrigado a jogar o depósito antes da retirada. Sempre.

E não acumulei mais tokens após a joya ter me removido o saldo, quando surgiu o problema parei totalmente o programa de lealdade , nem mais um token lealdade

Envio email em anexo a prova do mesmo com última data que estive ligado ao programa.

Está aí a minha carteira e possível ver na mesma as datas....

Hi all,

Thank you for your replies and patience. After an internal review, we found no rule violations. Our initial inquiry regarding the loyalty program rules stemmed from this assessment. Unfortunately, the casino didn't provide this information. The player appears to have legitimately earned loyalty points through deposits, which the casino permits. While the player must wager their deposit at least once before withdrawing, as per the T&Cs, simply depositing funds while already having a balance doesn't constitute abuse. Therefore, based on the available information, we see no grounds to withhold winnings.

Dear odracirslb,

I’m afraid, we won't be able to persuade the casino to pay you your winnings. 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 reconsider, 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/joya-casino-player-s-withdrawal-is-delayed-due-to) 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