Joya Casino - Spelaren klagar över vilseledande bonusarrangemang.

I made my initial deposit at the aforementioned casino. They advertise a 150% bonus on this deposit. However, the money is not credited to your account and you cannot play with it. You only receive this money once you have reached the wager with real cash. In my view, this is a scam and not described as such in the Terms and Conditions. It's outrageous. For this reason, I cannot recommend this casino and would advise against playing there!

Ich habe beim oben genannten Casino meine Ersteinzahlung vorgenommen. Das Casino wirbt mit 150% Bonus bei dieser. Das Geld wird dem Konto jedoch nicht gutgeschrieben und man kann damit nicht spielen. Man bekommt dieses Geld erst wenn man mit Echtgeld den Wager erreicht hat. Das ist scam in meinen Augen und so in den AGB nicht beschrieben. Bodenlose Frechheit. Kann das Casino aus diesem Grund nicht empfehlen und Rate ab dort zu spielen!

Hello diebaumgaertner,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Joya Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you already use the deposited money or it is untouched on your casino account? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

No, the account is not verified, just a registration via email and mobile phone has taken place, which is usually enough to get a bonus. I have already gambled away the money I deposited and risked 1% to get the bonus. This was told to me in support yesterday. This was also the last and only contact with this casino. Even the 50 free spins you get have to be wagered with real money at the end in order to receive this. This is not described in the terms and conditions either!

I hope I have fully answered your questions.

nein das Konto ist nicht verifiziert, lediglich hat eine Anmeldung via Mail und Handy stattgefunden was in der Regel ausreicht um einen Bonus zu bekommen. Das eingezahlte Geld habe ich bereits verspielt und damit 1% gewagert um den Bonus zu bekommen dies wurde mir im Support gestern mitgeteil. Dies war auch der letzte und einzige Kontakt mit diesem Casino. Auch die 50zig Freispiele die man bekommt müssen am Ende mit Echtgeld gewagert werden um dies zu erhalten. Das ist in den AGb auch nicht beschrieben!

Ich hoffe ihre Fragen voll und ganz beantwortet zu haben.

Hello Nick,

The conversation with the casino was about me wanting to know why the bonus amount of 152 euros was shown to me but I couldn't use it. The answer from support was that I had to risk the money with real money before I received it! The last time I had contact with the casino was yesterday. I have already used the money I deposited and risked 1%, according to support. The account is not verified, just logged in via cell phone and email, which is usually sufficient to claim a bonus. I hope I have answered all questions about your satisfaction.

Hallo Nick,

Im Gespräch mit dem Casino ging es darum das ich wissen wollte warum mir der Bonusbetrag von 152 Euro angezeigt wird ich ihn jedoch nicht verwenden kann. Die Antwort vom Support war die das ich das Geld erst mit Echtgeld wagern muss bevor ich es erhalte! Letztmalig habe ich gestern mit dem Casino Kontakt gehabt. Das eingezahlte Geld habe ich bereits verwendet und damit 1% gewagert so die Aussage vom Support. Das Konto ist nicht verifiziert lediglich angemeldet via Handy und Mail was für einen Bonusanspruch in der Regel ausreichend ist. Hoffe das ich alle Fragen zur zufriedenheit beantwortet habe.

Hello diebaumgaertner,

Can you please advise if you can use the bonus now as you used your deposited money? If yes, in fact it does not make any difference as you would have to wager the money either with your deposit or bonus balance anyway.

Dear diebaumgaertner,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

No, I cannot use the bonus at the moment. The bonus money can only be used once it has been wagered with real money. The money I deposited was gambled away!

Nein ich kann den Bonus derzeit nicht nutzen. Das Bonusgeld kann erst verwendet werden wenn es mit Echtgeld gewagert worden ist. Das Geld was ich eingezahlt habe wurde verspielt!

Hello diebaumgaertner,

Unfortunately, if you did play with the deposit, there is nothing that could be done. Please keep in mind that if a bonus was not credited, you have to contact the casino right away and you can't use the deposited funds.

Is there anything else we could assist you with? If not, the complaint will be closed.

You didn't help me at all, so why ask if you can help me any further!

Geholfen haben Sie mir garnicht also warum die Frage ob Sie mir noch weiter helfen können!

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.