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Casino Joy - Confiscating £6,500 winnings without any further information and proofs

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Declined payment
Posted on June 1, 2020

Hello,

I'd like to start a dispute with Casino Joy and all it's sister sites. I deposited into Casino Joy about a week ago as I had used it's sister sites a few days before and WON on Genesis Casino. My Genesis Casino withdrawal of £1000 was fine so I had no reason to not trust it's sister site: Casino Joy. I am also a VIP member on genesis casino which transfers and makes me VIP on all sister sites.

I found myself to be quite lucky, and accumulated a win of £6500 on live roulette and live blackjack, in which I requested withdrawal. I also submitted all my documents before locking my account for 7 days. I thought this would give them enough time to process all my documents and withdrawals.

I have since been contacting them via live chat as they advertise faster withdrawals for VIP members: something I was not experiencing this time round with Casino Joy. I kept live chatting daily, and asking them for updates regarding my withdrawal. The team eventually got back saying they needed a Skrill screenshot in which I provided. Four days later, and nothing.

Eventually, a VIP account manager responded to me via email saying the relevant team have confiscated the amount and will only refund deposits. I did not use a bonus so I could not have broken any T+Cs and had no problem withdrawing from their sister site. They did not give me a reason.I will attach the email as proof so it can be referenced to. I will also include the genesis casino withdrawal as reference. I am also not self-excluded; I've had a self exclusion with gamstop for 6 months in 2018 which is no longer active as I had manually un-self-excluded so there is no reason for them to not pay me.

They have been awful with communication. The chat agents cannot do anything, they have to refer to the relevant team who are not able to be communicated with via email and only pass messages down. I have seen a lot of complaints regarding casinojoy and not paying and think they need some sort of disciplinary action towards them. I hope something can be done regarding this withdrawal, as I feel like they have personally stolen money from me and this does not feel right.

I look forward to a response from you.

AskGamblers
Posted on November 17, 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 November 17, 2020

Hello BOARING990,

thank you for your patience,

Please note that, the case you raised with IBAS has been closed in our favour as you know.

All the evidence has been already forwarded to Ask Gamblers who reviewed it and reopened the case in order to inform you.

Please do not hesitate to contact us for any further information needed.

Regards,

Casino Joy Team

AskGamblers
Posted on November 17, 2020

Dear all,

Following a review of valid information and proof presented by Casino Joy management, the AskGamblers Complaint Team hereby confirms that the issue, subject to this dispute, has already been raised with and ruled by the operator's appointed ADR entity.

Based on the abovementioned information and taking into account the AGCCS policy of compliance with the decisions taken by the official regulatory bodies and/or ADR entities, the AskGamblers Complaint Team has no other option but to close the case as resolved in operator's favour.

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