Joya Casino - Запит гравця на зняття коштів проігноровано, а обліковий запис заблоковано.

Dear lightbet,

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. 

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? 
• Which games you’ve been playing (live casino games, slots, or sports betting)? 
• Were your winnings accumulated with or without an active bonus, please?
• If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hi Mr petronela

1 - iam registered with them before 5 months agao and my fully verified documents was after i registration because i know its new casino and i don't want be get problems with withdrawal

2- i was playing live casino always with provider evolution games also mines from provider serp

3- my winning was without active any bonus. Its clear winning

Thank you very much, lightbet, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, lightbet,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Dear Joya Casino team,

Could you please provide us with an explanation of the player's situation in more detail? What happened with the user's disputed funds?

If we are talking about a breach of the casino's Terms and Conditions, and the funds were confiscated, is the casino able to substantiate it with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Hello dear forum and respected lightbet,

Hope all of you are doing well.

We are eager to share all the information about this case to the Complaint specialist.

Email will be sent in shortest possible time.

Regards

Hi i was see the reply of the casino on bitcointalk.org they said that i was get refund from provider (Coinspaid)

Iam not get any email or any refund from them you can ask them if i get refund from them i will apologize to the casino because i swear of my kids that iam never ever get email of refund my money from them

Dear lightbet,

I received an explanation from the casino with supporting evidence confirming its claims and the decision regarding your casino account and the winnings confiscation.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions. Although you have not received any email or notification about refunds, as you claim, the payment method provider did issue refunds after your deposits were made due to the way you made them. Then you were simply playing with "uncovered"/invalid funds visible on your casino account balance. The winnings are invalid, and you are not eligible for them.

The casino acted correctly and in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Joya Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru

UPDATE (3/2025): Based on the update received from the player, we are updating the content of this case - the user confirmed he successfully received a refund from the payment provider. The disputed amount was updated accordingly, to the amount of the winnings confiscated by the casino, accumulated from the funds that we incorrectly credited to the user's account despite it not being credited to the casino's payment method.