Joya Casino - O pedido de retirada do jogador está sendo adiado.

Hello,

I've exchanged some of their loyalty tokens, JCT, (35-36 Eur to be exact) into a casino balance. It used to be 1x wager, basically the same as a deposit. I played for a while, got it up to 150 Eur and requested a withdrawal. It was cancelled, saying I need to wager it at least 35x. All good. Done that. The balance is at 340 Eur (290 + 50 from a cleared bonus, which the support told me should be removed. I'm fine with that, even though I don't see how that's my fault). Requested another withdrawal. Waited a couple of days, no signs of it, no emails. Sent an email asking about it. Turns out the max I can withdraw from winnings is equal to my total weekly deposits. Ok, I guess.

I get in contact with the support asking how this works. They tell me I need to make a deposit, wager it at least 1x and then the same amount will be available to withdraw from my jct tokens + what's left of the raw deposit. All good. I do a 30 Eur deposit, wager it 1x+, end up with 34 Eur. I get in touch with the support to release some of the jct winnings. Now they're saying I need to make single deposit equal to the amount of jct winnings I want to withdraw and it cannot be done in pieces. That's not what the person before said. When I told them the person two days ago said a completely different thing, I was told that is was Sunday, there were no management around and the support lady doesn't know anything about payments. ???????. The whole conversation went like this, them just making up stuff. I wasn't giving up, pointed out all of the lies they said and was told to file a complaint to the upper management.

I sent them an email explaining the situation. Received a response, pointing to their rules, which is fine, I'm not disputing that. 35x wager, total weekly deposits, all fine by me. Now I try to withdraw my 30 Eur raw deposit (turned into 34 Eur) which is fully wagered, I'm not asking to add any winnings from jct, just a regular raw deposit. They're stalling it, when usually it's done in minutes, in rare cases it takes an hour, but now it's days already. I'm not going to deposit 290 Eur straight away, when it's clearly obvious they're trying to find a way to steal from me. Also, the email from the "upper management" said I need to this within a week or the winnings will be removed. Nothing like that is mentioned in any of their rules or even makes sense. I've already wagered it fully, it's a pending cashout. How can a pending cashout expire. They're probably stalling my withdrawal so I cannot make the weekly deposits, or something.

Some background info: I've played there for over a year, many deposits, withdrawals, never a problem, but something has changed this time.

Can you please look into this.

Thank you,

Paulius

Dear TankaZ,

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 confirm your account is verified and when?
• When was the last time you were able to withdraw from the casino?
• Have you ever redeemed loyalty rewards in this online casino before?
• When did you redeem the loyalty rewards and when have you requested a withdrawal of these winnings?
• 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

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

My account is verified, can't tell exact date, but I think January 2024.

Last successful withdrawal - 13.03.2025. 14:31:54

I have redeemed and withdrawn tokens before, 04.11.2024.

This time I redeemed the tokens at 21 Mar 19:11:32 and requested a cashout a few hours later.

I'll send you the emails.

Also, 25 minutes after your post I received 74 Eur from Joya, saying basically that's all I've deposited in the last week. They didn't let me deposit and wager more, and also, a week has not passed since my request. All the delays magically stopped when they saw this post.

Thanks for your reply and updates.

• Were you able to redeem and withdraw more or all of your loyalty tokens since your last post?

Please let me know.

With the 74 Eur withdrawal I received and email about it. Saying it consists of my raw deposit (34 Eur) and 40 Eur from my jct winnings, the rest is removed.

Could you please clarify why the casino removed the other tokens?

Are you disputing the casino's decision to remove the balance and process the withdrawal of only 74€?

According to them, the rest of the balance was removed, because the jct tokens somehow expire after one week. No such thing is mentioned in any of their rules. Also a week has not even passed. They processed my withdrawal instantly once the post here appeared.

I actually don't really know how we should proceed further. They made up rules on the spot, just to not pay. I am not ever playing on their scam site ever and I know I'm not getting any of my money, since they will just make up new rules if they have too. All I want is for others playing there to be aware.

Thank you very much, TankaZ, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear TankaZ,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Joya Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Joya Casino,

Could you please provide detailed information regarding this case, specifically addressing the reasons behind the delay in the player's withdrawal? Additionally, please clarify the situation concerning the alleged imposition of additional bonus conditions after the wagering requirements had already been fulfilled.

Thank you in advance for your response!

Best Regards,

Kubo

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.

Dear TankaZ,

I’m reaching out to follow up on your complaint. Despite multiple attempts, we have unfortunately been unable to establish contact with the casino. Without their cooperation, our ability to resolve your issue is extremely limited.

As a result, I will be marking the complaint as unresolved in our system. I understand this is not the outcome you were hoping for, and I genuinely regret that we couldn’t provide a more satisfactory resolution. However, please note that unresolved complaints negatively impact the casino’s rating, which may eventually prompt them to change their approach.

Should the casino decide to engage with us in the future, we will promptly reopen your case and notify you via email.

Since the casino is licensed by the Anjouan Gaming Licensing Authority (AOFA), I recommend contacting the regulator directly through their website’s contact form. Unfortunately, because the casino does not display their license badge on its website, it’s not currently possible to submit a complaint through that badge.

Still, I encourage you to explain your situation directly to the licensing authority. Regulators often have additional tools at their disposal to assist players in such cases.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo