PlayJonny Casino - Os fundos do jogador foram confiscados.

The casino, without any explanation, has simply seized my funds by administrative decision and refuses to give me any kind of explanation about it.

El casino sin alegar nada simplemente ha cogido y me ha confiscado mis fondos por decision administrativa y se niegan a darme ningun tipo de explicacion al respecto.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or did you place bets on sports?
• Did you accumulate your winnings with or without a bonus?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

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

Hi, I'll answer your questions:

What types of games did you play to accumulate winnings? Slots, live casino games, or sports betting?

Through casino games and sports betting.

Did you accumulate your earnings with or without the bonus?

I accumulated the earnings without a bonus.

Have you completed the KYC verification process or at least submitted any identity documents to the casino for verification?

I have passed the full verification, I have sent my ID, proof of deposit and proof of identity.

Hola te respondo a las preguntas:

¿A qué tipo de juegos jugaste para acumular ganancias? ¿Tragamonedas, juegos de casino en vivo o apuestas deportivas?

Mediante juegos de casino y apuestas deportivas.

¿Acumulaste tus ganancias con o sin bono?

Las ganancias las acumule sin bono.

¿Ha pasado la verificación KYC completa o al menos ha enviado algún documento de identidad al casino para su verificación?

He pasado la verificacion completa, he mandado mi dni, prueba de deposito y prueba de identidad.

Please forward me the email you received from the casino when your account was blocked at veronika.f@casino.guru. Kindly include all the subsequent communication between you and the casino customer support regarding their decision as well. Thank you for your cooperation.

I'll send it to you right now!

Ahora mismo te lo mando!

You already have it in your email!

Ya lo tienes en el correo!

Dear Gaenicus

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear user,

I'm Romi, 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 Play Jonny Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Play Jonny Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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 Gaenicus,

We would like to inform you that your account has been closed and your winnings have been confiscated due to a breach of our Terms and Conditions, specifically Clauses 12.1 and 12.2, which state:

"The Company has a strict anti-fraud policy and utilizes various anti-fraud tools and techniques.

If the player is suspected of fraudulent actions including, but not limited to: participating in any type of collusion with other players, fraudulent actions against other online casinos or payment providers, chargeback transactions with a credit card, or denial of some payments made, creating two or more accounts, other types of cheating, or becomes bankrupt in the country of their residence, the Company reserves the right to terminate such account and suspend all payouts to the player.

This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions.

The Company also reserves the right to inform applicable regulatory bodies of the fraudulent actions performed by the player, delaying game rounds in any game, including free spins and bonus features, to a later time when you have no wagering requirements, leaving large bets on the table, for example in blackjack, and returning to the game after bonus wagering has been completed, playing games with bonus money to build up in-game value, lose the bonus funds, and then cash out on the built-up value during real-money play, using strategies that take advantage of any software bug or failure."

Dear Romi,

We have sent you an email with further information. Please review it at your earliest convenience.

Best regards,

PlayJonny Casino

That's the excuse you always use. I've only placed bets and played at the casino like a normal person. When I won money, you blocked my account and confiscated my funds. You haven't even returned my deposit, and instead of keeping the winnings as other casinos do as a "gesture of goodwill," you've kept everything outright, confiscating it all in bad faith. Now, it's not enough for you to say you'll return my deposit. Now I want everything back, and justice must be served. You claim there are a thousand excuses in your terms and conditions, yet you take advantage and keep the money of honest, hardworking people like me who earn it with the sweat of their brow, and now you steal it simply because you feel like it.

Esa es la excusa que poneis siempre, yo solo he hecho apuestas y he jugado al casino como una persona normal y a la que he ganado dinero me habeis bloqueado la cuenta y confiscado los fondos, no me habeis devuelto ni si quiera lo que he depositado y quedaros las ganancias como hacen otros casinos como "gesto de buena voluntad" vosotros os habeis quedado todos directamente confiscado mala fe. Ahora no me vale con que digais que me devolveis lo depositado, ahora quiero que me devolvais todo y se haga justicia. Que vosotros alegando que en vuestros terminos y condiciones hay mil historias, os aprovechais y os quedais el dinero de gente honrada y trabajadora como yo que se gana ese dinero con el sudor de su frente y ahora vosotros lo robais simplemente porque os apetece.

Thank you, Play Jonny Casino, for your email and the information provided.

Dear user,

Unfortunately, we don't deal with sports betting issues here, and therefore, I have to close this complaint now.

If you experience any issues with casino games in the future, we are here to help.

Best regards,

Romi