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Casino Joy - 3 weeks and counting for my withdrawal

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Posted on June 12, 2020

I requested a withdrawal on Monday 18th May 2020 for £650 to which I then received an email requesting verification documents which i sent in the same day, I then waited the 72 hours stated on the website for them to verify the documents after this time I contacted the live chat asking for an update on the process to which I got told that they needed extra documents which I provided again the same day (again the same story waiting 72 hours and contacting live chat etc.) to which i was told ONE of the documents was incorrect, that was then rectified and (the 72 hours blah blah) and was told that this time another document was wrong.. anyway long story short my account is now apparently verified (according the the documents page on the website) since Friday 5th June (ironically my account is still in Withdrawal Only mode)

I've contacted live chat numerous times with no avail and whenever i do contact them all I get is this has been escalated please wait for an email and they understand how frustrating this can be.

Also when you try call the number they have on the website it doesn't work.

AskGamblers
Posted on July 8, 2020

Dear all,

This complaint has been reopened as per Casino Joy request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on July 8, 2020

Hello JAKILLI,

thank you for contacting us and for your patience.

Please note that we checked your account and we can see that your winnings have been confiscated due to a breach of our Terms and Conditions, accepted by yourself upon registration, please refer to clause 8.5, 12.1.1 & 14.


We can see that you have been correctly refunded of the deposits made with the 3rd party method used on the 13/06/2020

If you still have any issues please do not hesitate to contact us and we will be more than happy to assist you.

Regards,
Casino Joy Team

AskGamblers
Posted on July 8, 2020

Dear all,

Following a careful review and consideration of all the information, details and proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Casino Joy management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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