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Casino Joy - Delayed payment for one month which seems to be a common problem with this casino

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 1053
Posted on March 30, 2020

I was lucky enough to have a win of £1,053 on the website Casino Joy back on February 29th.

I of course made a withdrawal request on 29th February however received no acknowledgement from them.

I attempted to log into my account and they had blocked it.

After inquiring I received an email on 1st March saying that my account has been has been temporarily limited as per a standard routine check and requested ID, proof of address, proof of payment as well as a photo of me with a hand written note with me holding my ID document and the note saying “Only for use on CasinoJoy and account user id xxx”. They asked for another two photos similar to the above but me holding my bank card (one front and one back of card).

These were sent out on 14th March as I was away in Greece for 10 days and did not have my UK proof of address with me. That same day I received the following:

“Dear Danail,

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.

Best Regards,

Duncan
Casino Joy Support Team
suppor­[email protected]­asi­noJ­oy.com”

I waited for 5 days more and emailed them again on 19th March asking for an explanation but received no response.

I waited a further 4 days and then launched an official complaint with them on 23rd Marchto which they responded with the same message which they had sent on 14th March:

“Dear Danail,

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.

Best Regards,

Sharon
Casino Joy Support Team
suppor­[email protected]­asi­noJ­oy.com”


I do not understand what else they need to verify that it is after everything I have sent to them.

I went on Live Chat on 28th March and asked for an update. Their support agent Federica said:

“I can see that your documents are currently under review. I understand this can be frustrating, but I kindly ask you to wait a little longer. I thank you in advance for your continued patience”

When I asked, why are you making me wait? She responded: “I am sorry but I don't have a time frame, in this case, to provide you so you will be informed immediately once we have updates from the relevant department”.

When I kept asking Federica to speak to supervisor or manager she kept refusing until she cut me off in the end.

I am seeing 21 complaints about this kind of behaviour from this casino so it seems like it is common practice. I cannot wait any longer this is really unfair. I hope that we can find a resolution as soon as possible.

Posted on April 3, 2020

Hello PEPEDTOME,

thank you fr 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

Posted on April 4, 2020

I would have at least expected an apology from Casino jOy for making me wait for a whole month and only paying my money after filing a complaint with IBAS and Ask Gamblers...

I am happy to confirm that the withdrawal has finally landed in my bank.

I guess this is a message to all players that have their money locked up for now reason. Case with IBAS and official complaint here on askgamblers.com.

Thank you ask gamblers team.

AskGamblers
Posted on April 6, 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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