I don't know it's been so long and the last posts haven't been reviewed and approved to publish, and casinoguru didn't answer within the timeframe (clock is a 0 days 0 hours 0 minutes)
https://casinoguru-int.com/en/joya-casino-player-s-balance-has-been-confiscated-1
I am sorry for the delay. I will inform your complaint resolver right away about it.
It starting to look better. They came with a (not very good) proposition to refund around 165 euro.
Now I will try to negotiate to get at least 1000 euro of the 2000+ euro I was confiscated.
I think it's important to have casinoguru step in as soon as possible to approve the messages the casino and I published, so that beside already receiving 1 refund of around 50 euro, we can quickly find an appropriate solution for the second refund.
Please could you kindly ask Bradislav to approve the published messages?
Thank you for your presence and help, it's comforting to know I'm not alone ❤️
I am glad that it has moved on a bit, really.
I will surely tell Branislav about your message. Just please know that our whole complaint team has to deal with a huge number of complaints every day and it is not possible to deal with one and only.
I know that you can understand my point here. This is why the timer is implemented for each complaint, you know.
I hope that it will be dealt with as soon as possible and you will get the better deal you wish for.🤞🍀
It's making me crazy. Every time the casino avoid sending the information requested and it takes 1 week to CASINOGURU to ask it again and 1 week more to get another bullsh*t reply from the casino.
Meanwhile the DOGECOIN I was supposed to withdraw have gained 500.euro in value (2000€ is now 2500€)
It's making me crazy!!!
I watched your complaint and I don't envy you and I sympathize with you. It's been dragging on for two months and that's not a little time at all. Unfortunately, we have a lot of complaints and even though we try to respond as quickly as possible sometimes it just doesn't work. Branislav is trying to communicate with the casino and he said that he will look into the situation again today and respond. But I think it will have to be more relevant from the casino.
Thanks for you sympathy...
They don't seem to want to be cooperative and keep avoiding the questions and are even now starting to lie.
It's insane. If I could lay my hands on them... I better not say what I would do...
That's the last thing I can do, so you're welcome.
I saw what they wrote in the statement, so Branislav will look at it and we'll see what he says about it. They probably sent him evidence that they also write in the thread, so we'll wait and see what it is.
You will definitely be informed how it goes on.
I wish you that everything turns out fairly.
Hello there.
I remember your complaint, and I wanted to see how it turned out. You have no idea how shocked I was to learn that it is still going on!
At least it appears that Braislav received an update from the casino representative.
Even so, it must have been an absolutely terrifying experience thus far.
Hold on, please!
You have come this far, which is a huge accomplishment in my opinion. Keeping my fingers crossed for you.
Thanks for your support.🥹 I hope they will be honest, because I am feeling they are capable of manipulating/ create fake gaming history to avoid paying. Also the Dogecoin withdrawal I asked (because it was not fiat withdrawal) tripled in value now and that's even more devastating to me. I move to another country on 2025 and really need funds for that project... I wish I never used that casino.. fingers crossed that they at least can give me my 2000.euro especially because they now earned 4000.euro profit on that Dogecoin amount
I too hope for the best possible solution!
Obviously, you have been busy; big plans are ahead of you, I reckon. 🙂
Try not to bother your mind with this casino issue too much, if you can. It has been going for so long, and you could surely use some rest... At least I would, being in your shoes.
Thanks. Unfortunately they are now suddenly saying , without showing me any proof, that I have played bonus on forbidden games , while they didn't say that for the last 2 or 3 months. It's almost to shocking to be believable, but I'm left with no options and casinoguru also refuse to help me further. That almost suspicious, maybe they got paid off to close this case...
Anyhow I wish to stop this and close the case , I have made a fair compromise to refund me the initial deposit in the currency I have used ( DOGECOIN )
And would like branislav.b@casino.guru or someone else to verify and publish my last post as soon as possible.
If you'd be so kind to make him aware of this ( I know he's working on many cases, but I have not 1 drop of patience left, sorry) I will be very thankful and the case could potentially finally be closed 🔐
Thanks for your presence and reactiveness overall, you are a sweet person. Wish you a great weekend!
Oh no...
I honestly do not know what to say. What was the never-ending investigation beneficial for if the matter was afterwards shortened to a bonus issue?
You know, if I knew the jackpot was hit with an active bonus, I would presume there is a strong chance that the sum won is going to be reduced according to the bonus terms. Alternatively, the possibility of applying the maximum bet should have crossed my mind. I mean, I would try to explain the usual issue surrounding bonus terms, but all the time I was somehow convinced the matter was from a completely different source. 🙁
Well, I'm sorry.
I'm going to inform Brao immediately. I imagine you must be very disappointed.
I wish I could explain all the details to you now, but regretfully, I'm only familiar with what has been posted in the complaint thread.
I very much enjoyed talking to you! Hopefully, you won't ever face such a situation again. Perhaps we can discuss more positive topics in the future.
Just a follow-up: I checked the last posts in the complaint thread you mentioned, and I'm quite certain we can't make these public since you included sensitive data.
Don't worry, you and the casino representative can view posts without Braňo's approval anyway.
Hope it helps. 🙏
Gratis professionella utbildningskurser för onlinecasinoanställda inriktade på bästa branschpraxis, förbättring av spelarupplevelsen och ett rättvist förhållningssätt till spelande.
Ett initiativ vi har lanserat med målet att skapa ett globalt system för självavstängning, som gör det möjligt för sårbara spelare att blockera sin åtkomst till allt onlinespel.
