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Casino Joy - Delaying my payment and blocked my account

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 600
gisella23 United Kingdom
Posted on February 21, 2020

I have made a withdrawal request on 8th February and received confirmation email.
( We have received your withdrawal request of -600.20 GBP on Sat Feb 08 00:03:42 UTC 2020.
Your withdrawal will be reviewed and processed within the next 72 hours, as per our withdrawal policy stated in our terms and conditions.)

I waited 2 days Because it was weekend and I tried to log into my account on Monday and found out my account is temporary blocked, I went to Live Chat to check what happened and been told on chat that '' My account is temporary blocked because of some routine checks by relevant team and my withdrawal will be processed anyway without any delays''

I have fully verified account with other Genesis casinos and never had any trouble and I have withdraw once before from CasinoJoy also.

I waited for 3 days and went to Live Chat again to ask about my account and received this reply ''I am afraid I will need to escalate the case, as I am not being able to find out more information about it at the moment''
at this point I haven't received any email from Casino Joy asking for anything or any explanation why my account is blocked.

On 14 th I received email from them with same answer ''Hello! We would like to inform you that your account has been temporary limited as per a standard routine check.
We'll keep you updated and contact you back as soon as possible, once the check is finished.''

I again waited for 5 days and before putting complaint here went to Live chat and got this reply ''I am sorry, I was checking with my supervisor about the matter
I am really sorry but I do not have any other information about the matter
I completely understand your frustration, but all I can do from my side its to escalate the case
And we will need to wait for an answer from their side
I really wish there were more that I could do''

I have seen similar complaints on here and It's very frustrating and hopefully my issue will be resolved as soon as possible.
Thanks

AskGamblers
Posted on February 25, 2020

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

Posted on February 25, 2020

Hi GISELLA23,

thank you for your time and patience.

Please note that we checked your case and your account and we confirm that the withdrawal has now been correctly approved.

Bear in mind that the money can take up to 5 working days to reach you, if you will still have problems after these 5 please do no hesitate to contact us.

Regards,
Casino joy Team

gisella23 United Kingdom
Posted on February 25, 2020

Hi
Thanks for reply and Yes I received email from Casinojoy last night that my withdrawal has been approved

I will update again when I receive money in my account usually it takes 1-2 days.

Thanks

AskGamblers
Posted on February 29, 2020

Dear @gisella23,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team know if you got the payment. Be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

gisella23 United Kingdom
Posted on February 29, 2020

Hello Askgamblers

I have received full payment in my bank account yesterday after 3:30 pm

So my complaint is now resolved but my account with them is still Blocked, anyways I'll not play on their site anymore.

Thanks for your help otherwise they were not giving me any answers

Thanks

AskGamblers
Posted on March 2, 2020

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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