Joya Casino - Die Gewinne des Spielers wurden konfisziert.

I played with a deposit bonus on this site and won.

After that, I completed the identity verification and made a withdrawal request for $1000, which was processed successfully.

The next day, I made another $1000 withdrawal, and it was processed successfully again.

When I tried to make a third withdrawal, my balance on the site was gone.

I then received the following message from the site:

>According to our terms and conditions, your winnings have been voided as you have breached our terms. Under clause 18.2, if winnings are generated due to a system malfunction, whether such funds have been credited to your account or paid out, we reserve the right to reclaim all such funds and you are obligated to return such amounts immediately and to inform us of the malfunction. We reserve the right to directly deduct the amount equal to the funds incorrectly received by you from your account. The funds you have already withdrawn remain in your possession, but we cannot continue payments during the suspicion of any fraudulent activity.

There were no errors during my play, and I successfully made two withdrawals from the casino site. I do not understand why they took this action afterwards.

I would like to request arbitration.

こちらのサイトで入金ボーナスで遊んで勝ちました。

その後、本人確認を終えて$1000出金申請をして出金されました。

次の日に同様に$1000出金して出金されました。

3回目の出金をしようとしたところ、サイト内の残高がなくなっていました。

そしてサイト内のメッセージに以下の文が届いていました。

>当社の利用規約に従い、お客様は当社の規約に違反したため、賞金は無効となります。18.2項により、システムの故障により利益が発生した場合、それがお客様のアカウントに集められたか入金されたかにかかわらず、当社は、それらの故障の結果としてお客様が得たすべての利益を請求する権利を留保し、お客様は集められた金額を直ちに返金し、故障について当社に通知する義務があります。当社は、独自の裁量により、誤ってお客様がアカウントから受け取った可能性のある金額と同額を直接差し引く権利を留保します。これまでに引き出した金額はお客様の手元に残りますが、不正行為の疑いがある間は支払いを継続することはできません。

プレイ中はなにもエラー等は発生しなく、2回カジノサイトからちゃんと出金もされています。その後にこのような対応をとられ意味がわからないです。

仲裁をお願いしたいです。

Dear igakin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Can you please specify which bonus you claimed?
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

There were a total of four first deposit bonuses, and I won with the second one.

I have sent an email with a screenshot of the chat with the casino attached.

Please check.

初回入金ボーナスが全部で4回あったのですがそのうちの2回目のボーナスで勝ちました。

カジノ側とのチャットのスクリーンショットを添付してメールを送信しました。

ご確認お願いします。

Dear igakin, have you received any response from the casino regarding which casino rules you broke? Or was it just because of the one rule you cited above?

Dear igakin,

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.

The following response was received from the site:

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After a thorough investigation by our fraud team, we found that your account had engaged in activity that breached our Terms 18.2: "If profits were generated as a result of system failures, we reserve the right to claim all profits you may have earned as a result of those failures, regardless of whether those profits were collected or credited to your account."

You are obliged to immediately refund any amounts collected and to notify us of the defect.

We reserve the right, at our sole discretion, to directly deduct from your account an amount equal to any amount you may have received in error." Our team also identified three different IP addresses in use on your account, one of which was linked to the United States, which also violates our policies.

As a result, the winnings have been deemed void and have been deducted accordingly, but any deposits made will be refunded in full.

Before this issue was detected, two withdrawals had already been processed and we have determined that the amount already exceeded the amount you deposited, so according to our terms and policies, no further amounts are owed to you.

Unfortunately, this decision is final and we are committed to maintaining the integrity of our platform and adhering to rules to prevent fraudulent or unauthorized activity.

Thank you for your understanding.

thank you,

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In addition to the violations I mentioned earlier, three other IP addresses were used, one of which was said to be related to the United States, which is also completely impossible.

I am a Japanese player and on the days I play on this site I play in a hotel while I'm out.

I have the receipt from that day as proof.

The site is making unfair accusations.

サイト側からは以下の返信が届きました

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当社の不正対策チームが徹底的に調査した結果、お客様のアカウントが当社の規約 18.2 に違反する活動に関与していたことが判明しました。「システムの故障により利益が発生した場合、その利益がお客様のアカウントに徴収または入金されたかどうかに関係なく、当社は、それらの故障の結果としてお客様が得た可能性のあるすべての利益を請求する権利を留保します。」

お客様には、徴収した金額を直ちに返金し、不具合について当社に通知する義務があります。

当社は、独自の裁量により、お客様が誤って受け取った可能性のある金額と同額をお客様のアカウントから直接差し引く権利を留保します。」また、当社のチームは、お客様のアカウントで 3 つの異なる IP アドレスが使用されていることも確認しました。そのうちの 1 つは米国に関連するものであり、これも当社のポリシーに違反しています。

その結果、当該賞金は無効とみなされ、それに応じて差し引かれましたが、ご入金いただいた金額は全額返金されます。

この問題が検出される前に、すでに 2 回の出金が処理されており、その額がすでにお客様の入金額を超えていることが確認されているため、当社の規約およびポリシーに従って、お客様に支払うべき金額はこれ以上ありません。

残念ながら、この決定は最終的なものであり、当社はプラットフォームの完全性を維持し、不正または無許可の活動を防止するための規則を遵守することに尽力しています。

ご理解のほどよろしくお願いいたします。

よろしくお願いします、

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最初にお伝えした違反内容以外に3つのIPアドレスが使用され、1つがアメリカに関するものと言われたのてすが、この件に関しても絶対にあり得ません。

私は日本のプレイヤーでこのサイトで遊んだ日は外出先のホテルでプレイしています。

その日の領収書も持っているので証拠があります。

サイト側から不当な言いがかりをつけられています。

Thank you very much, igakin, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

Hello there,

Thank you igakin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joya Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Hello Peter and igakin,

Hope you are both well and safe.

Peter I will send you all the evidence that we found on the email.

Happy Friday and enjoy the weekend.

Best regards,

Joya Team

Thank you for the information Joya Casino representative, I have responded to your email and am awaiting your response!

Dear igakin, have you used any VPN during your gambling session? Thank you in advance!

I don't know what a VPN is, so I looked it up, but it's turned off in my phone's settings so I don't use it.

If in doubt, it's okay to provide the device temporarily.

There is no harm in having the casino look into these.

VPNというのが分からないので調べてみましたが携帯の設定ではオフになっているので使用していません。

もしも疑わしいというのでしたらデバイスを一時的に提供しても問題ありません。

カジノ側でそれらを調べてもらっても問題ありません。

Hello Peter,

Hope you had a great weekend!

I have responded you on your email, so please check it.

Thank you in advance.

Joya Team

Thank you for the information Joya Casino representative, I have responded to your email and am awaiting your response!

Dear igakin, I will keep you updated about any new developments. Thank you for your patience during this time!

Hello Peter,

Hope you are well and safe.

I have sent you the whole explanation via email.

Thank you for your attention.

Best regards,

Joya Casino Team

Dear Joya Casino representative, after a discussion with my team we have determined that the reasoning you have used to block the player and confiscate the winnings is insufficient. If you do not like this activity from the player it is in your right to terminate their account but all winnings should be paid out if the player played from an allowed country and can successfully verify themselves. We consider confiscation of winning due to IP changes to be against our Fair Gambling Codex as these changes can occur without the player's awareness. I hope we will be able to come to a compromise on the matter. Thank you in advance for your reconsideration!

Hi Peter,

Thank you for your response and clarification.

We will get back to you in a several days with the final resolution.

Thanks in advance.

Joya Casino Team

Hello Peter,

Hope you are having the great week.

Thank you for sharing your concerns regarding this matter.

After conducting a thorough investigation, we confirmed that the player violated one of our strict terms, which had been clearly outlined from the start and communicated accordingly. Unfortunately, this violation necessitated the actions we took, as our rules are designed to ensure fair play and integrity for all players.

In line with our commitment to fairness, we have refunded the player’s deposit. However, the winnings had to be forfeited due to the use of multiple IP addresses during gameplay, which is explicitly prohibited under our terms and conditions.

We genuinely respect your perspective, but we must adhere to our established policies to maintain fairness and consistency. As such, our decision on this matter is final.

We appreciate your understanding and remain available to discuss any further questions or concerns.

Best regards,

Joya Casino Team