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Confiscation of real-money winnings despite bonus not used

Description of the problem:

On October 21, 2025, I deposited €20 and received a "second deposit bonus" of €15. According to Jokery Casino’s Terms & Conditions, real funds are used before bonus funds.

I played the slot Blast the Bass and won €147.66 while using only my real balance. The transaction report provided by the casino clearly shows that:

The €15 bonus balance was never used;

All bets and winnings were made with real funds;

I cancelled the bonus immediately after the win, before using any bonus money.

Despite this, the casino voided all my winnings, claiming that because the bonus was active, both my deposit and winnings were considered "bonus funds." This interpretation contradicts the transaction log and is extremely misleading, as no part of the bonus had been played.

I contacted the casino several times and provided proof, but they keep repeating that all winnings during the bonus period are void. They eventually returned only my €20 deposit and refused to pay the legitimate €147.66 win.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms and Conditions, and this is what I found:

23.6. A player may cancel an active bonus at any time from the Profile section or by contacting us via Live Chat or email at [email protected]. By canceling the bonus, the whole amount in the Bonus balance and all winnings accumulated during the bonus period will also be voided.

23.12. In the case the Player has real money and bonus money in their account, real money gets exhausted first. As soon as bonus money is lost, the bonus is also lost.

• Could you please specify how your balance is displayed in your casino account? Are real money and bonus money separated? Was your deposit shown in your real-money balance, even though you had an active bonus?
• Have you contacted customer support after discovering that the winnings you accumulated before starting to wager the bonus were voided? If so, what was their response?
• Have you made any successful withdrawals from this casino before?

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

Best regards

Veronika

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear antperez97,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika