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Casino Joy - Blocked my account and delaying payment

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 3881
paulneedsham United Kingdom
Posted on March 31, 2020

Hi I hope you can help me get my withdrawal out from Casino Joy.

On the 27th Feb 2020 I was fortunate enough to have a win on Casino Joy for £3,881. I withdrew this and they immediately emailed me stating:
"We would like to inform you that your account has been temporary limited as per a standard routine check." and asked for some KYC documents which included photos of my holding my ID and my cards alongside a note, which I sent.

Since then despite me providing them with everything they have asked for, my account has remained blocked and I have been unable to log in. Since then they have constantly fobbed me off when I have enquired as to when my withdrawal will be processed.

An email on 11th March stated:

"Dear Paul,
Thank you for your request and details.
We have forwarded this to the relevant department for investigation.
Please bear with us - we will get back to you as soon as possible.
If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone."

After I enquired again on the 17th March I received the following:
"Dear Paul,
Thank you for your request and details.
We have forwarded this to the relevant department for.
Please bear with us.
We will get back to you as soon as possible.
If you have any other questions or queries, please do not hesitate to contact us via live chat, email or phone."

And then on the 21st March:
"Dear Paul,
Thank you for contacting Casino Joy with your request.
I can see that you have waited for long time, so now that I will escalate your case, it will speed up the process.
I don't want to speculate about the time frame at this stage but once it will be finished we will inform you immediately via email. In the mean time we highly appreciate your patience and cooperation.
Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you."

9 days later and I have still heard nothing at all from Casino Joy, despite my case apparently being escalated.

A quick search of your site shows other customers having similar issues. It has been over a month since my win, I have complied all of the crazy KYC requests they have asked me to. I don't understand what else could be delaying my withdrawal, and they won't provide me with any more information or any timescale for my withdrawal to be processed. I don't believe this is fair behaviour and I believe they just don't want to pay me.

Please help me get my withdrawal processed.

Posted on April 3, 2020

Hello PAULNEEDSHAM,

thank you for your patience.

Please note that we checked your account and forwarded the evidence found to Ask Gamblers.

We confirm that the withdrawal you are referring to has been set to be released today, please bear in mind that it can take up to 5 working days to reach you.

If you will have any issue after these 5 working days passed, do not hesitate to contact us.

Regards,
Casino Joy Team

AskGamblers
Posted on April 7, 2020

Dear @paulneedsham,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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