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Casino Joy - Casino Joy Withdrawal Resubmitted

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 4105
Posted on April 30, 2020

Hello,

I would like to know if you can help me with securing payment of a withdrawal for just over £4K from Casino Joy that I submitted at the end of February that has not yet been paid. I have resubmitted this complaint with supporting documentation. Please let me know if anything else required.

The timeline is as follows...

05/03 : I registered an account and deposited £100 which I lost playing slots

31/03 : In response to an email from Casino Joy offering me a 100% deposit bonus, I deposited another £100 and played slots again winning just over £4000 when the wagering on the bonus was completed.

31/03 : I withdrew my balance of £4105

01/04 : I received an email from Casino Joy asking me to verifuy my account by providing documents which I did immediately

06/04 : I enquired about the status of my withdrawal and was told my documents had not yet been verified

09/04 : Chased them again via Live Chat and was told nothing had been done

11/04 : Registered a complaint by sending email to compla­­in­t­s­@c­­asi­­no­j­o­y.com stating that I would escalate the complaiont if I did not receive my payment by 17/04

17/04 : Received an email saying my account had been verified and so was optimistic I was about to be paid. Content of email as follows...

21/04 : Sent email asking why my withdrawal had not been paid

21/04 : Received email from Casino Joy asking for further verification ( selfies ) which I provided and stated that I would escalate if payment not received by 24/04

28/04 : Payment still not received so I have posted complaint

29/04 : Reposted complaint with supporting documentation ( please keep attached documents private )

*****************

Hope you can help me get my withdrawal. Please let me know if youi need any additional information. If you are able to assist in securing my payment I would like to donate 5% of the withdrawal to your supported charity.

Thanks,

Ian

AskGamblers
Posted on May 18, 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 May 18, 2020

Hello IANSELL65,

thank you fr contacting us and for your patience.

We checked your account and we confirm that it has been correctly verified, you can log in now without any issue.

Also, please note that your withdrawal has been released yesterday, please allow up to 5 working days to reach you.

Do not hesitate to contact us if you still have any issues.

We will be more than happy to assist you.

Regards,
Casino Joy Team

Posted on May 18, 2020

Hello all,

I am more than a little sceptical that CasinoJoy have requested to repoen this complaint out of the goodness of their hearts. Fact is that I contacted the UKGC last week to inform them of the casino's lack of response to me over a period of 6 weeks. They advised that whilst they could not help me to get my money they were very interested in whether or not CasinoJoy were adhering to the terms of their licence. Lo and behold, when I inform CasinoJoy of my dealings with UKGC they process my withdrawal.

I notice there are many other unresolved complaints from Genesis group casinos on AskGamblers and I wonder if they have all had their cases "re-opened" or payments processed. I suggest that if you have not and you are from the UK then you should contact the UKGC.

AskGamblers
Posted on May 25, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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