Casino Joy - Delaying Payment and Blocked Account

On the 17th January I requested a withdrawal from Casino Joy and immediately received the following email:

"We have received your withdrawal request of -471.90 GBP on Fri Jan 17 18:41:25 UTC 2020.Your withdrawal will be reviewed and processed within the next 48 hours, as per our withdrawal policy stated in our terms and conditions.A confirmation email will be sent to you once your withdrawal is processed. Kindly note that if we require any additional documents to be able to process your withdrawal, we will contact you by email. Until then, you do not need to upload and or send us any documents.If you have any further questions, please contact our support team."

The following day at 09:56 I received this email:

"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.If you have any questions do not hesitate to contact us. Our team is happy to assist you anytime"

On the 20th January I asked Casino Joy via Live Chat why my account was blocked, and why they were delaying payment after having sent me an email saying I would be paid within 48 hours. I received a totally unsatisfactory response - that the 'relevant team' were checking my account and that they will get back to me via email 'as soon as possible'.

On the 24th January I emailed asking what the problem was as my account was still blocked and received this later that day in response:

"Thank you for contacting Casino Joy Support with your request.We have mailed you 18.01 following copy pasted from that email."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.If you have any questions do not hesitate to contact us. Our team is happy to assist you anytime"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."

At no point have Casino Joy requested verification documents.Clearly, Casino Joy have many complaints on this site from people with a similar issue to mine. I would appreciate this resolved as soon as possible.

Hi Skashing,

thank you for sharing with us your experience and your patience.

Please note that we forwarded all the evidence to Ask Gamblers.

Anyway, we can see that your pending withdrawal has been correctly approved today.

Please allow 5 working days for the payment method to reach you. If, after 5 working days, you did not receive your winnings on your account, please do not hesitate to contact us in order to assist you further.

Casino Joy Team

Dear @Skashing,

Please confirm if the issue has been resolved. 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.

On 30th January, CasinoJoy finally asked me (via email) for verification documents. Not just any verification documents of course, but photos of me HOLDING ID along with a handwritten note. Utterly ridiculous. The email also asked that I upload said verification documents from within my CasinoJoy account. As my account was (and still is) blocked, I obviously couldn't do this, so just replied to the email. I also asked via Live Chat (still accessible without logging into CasinoJoy) that they confirm these documents had been received. The chat advisor asked me for my reference number which apparently should've been sent to me (it wasn't, and I've never received a reference number). The live chat advisor said that they couldn't locate the documents, so I sent them again (to the same address), and they then apparently found them. I pointed out that they were in breach of UK gambling laws which clearly state that verification needs to be carried out before allowing the customer to gamble, and also that casinos are not allowed to use 'verification' as an excuse for not paying out winnings (which CasinoJoy clearly do).

I will be contacting IBAS to register a formal complaint about the way this casino handles its business as it clearly does not deserve a license.

I include the text of the 'verification' email below. Anyone risking gambling with this (and any other Genesis Group casino) might want to consider sending verification docs before being asked for them to avoid this delaying nonsense being used.

"As part of our “Know Your customer” procedure in conjunction with the gaming commission, we kindly request that you provide:

-Proof of Identity

-Proof of Address

-Proof of Payment Method

- ID confirmation photo: is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document.
The ID must be the same used to verify this account.
The note must say: "Only for use on CasinoJoy account user id *******"
Must be handwritten, not typed.
Must be in English.
Must have the current date.
Must have your signature.
None of the text in the written can be covered.

- Card confirmation photo: is a picture of you, the account holder, holding the front and the back of the card and a note next to your face to allow for facial confirmation
The card must be the same used to found your account.
The card must show the name of owner, and first 6 and last 4 numbers of the card (you should cover the middle digits and the CVV code).
The note must say: "Only for use on CasinoJoy account user id *******"
Must be handwritten, not typed.
Must be in English.
Must have the current date.
Must have your signature.
None of the text in the written can be covered.

Please ensure that the image is sent in a good resolution (images less than 2MB in size will be rejected).

Please ensure the documents are not cut all 4 corners are visible and the quality of the picture of a high quality.

Documents can be uploaded by going to ‘My Account’ and then clicking on ‘Document Upload’, or by clicking directly on the link:
https:­//C­asi­noJ­oy.c­om­/pl­aye­r/d­ocu­ments"

Oh, and they finally paid me on the 31st January

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.