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Casino Joy - Payment taking to long

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 271
CD2105 United Kingdom
Posted on December 16, 2020

I submitted a withdrawal on Sunday 5.12 and another on monday 6.12 with casino joy and expected my withdrawal to be quick and easy given as received funds before.
But they said I had to verify my account so I sent in all the documents they ask for picture of passport, bank statements and pictures of both sides of my payment card they are now saying that a bank statement is not prof of address but it says clearly in the agreement what you need to verify you can send bank statement !! There just dragging there heals not to pay money out but quick enough taking it!!

My payment is still showing as pending after almost 9 days. I have emailed the casino to ask why a bank statement isnt proff of address when it status in there rules its is!! Live chat is an automated robot with generic responses so can't speak to a human being and their call line is closed.

I'm really at a loss as to how I can get an update on the status of my funds and when they will be approved.
They shouldn't still be allowed to take payments of people if there not paying out!! I can go on my account right now and deposit but it's taking ages to withdraw! This isnt fare

Posted on December 16, 2020

Hi CD2105,

Thank you for your review.

We are sorry to hear that you have experienced such issues with your verification and withdrawal request. Understanding your frustration, please let us point out that as a regulated gaming company, we are obliged to carry out all the necessary checks on our customers. This includes verifying players before being able to process any withdrawal requests. Unfortunately, in certain cases, these checks can take a bit longer than anticipated due to high level of player contacts. Rest assured, that once all the checks are completed, withdrawals would follow shortly after.

In fact, after reviewing your account, we can confirm that your verification was completed today and your withdrawals have also been released. Therefore, you should be receiving the funds in the following 3 to 5 working days. Apologies for any inconvenience this delay may have caused.

Should you have any further questions, please do not hesitate to contact us. Our Live Chat is available 24/7 and we would be more than happy to assist!

Kind Regards,

Casino Joy Team

AskGamblers
Posted on December 16, 2020

Dear @CD2105,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

CD2105 United Kingdom
Posted on December 16, 2020

Hiya yes my withdrawal has been processed just waiting for it to go in my bank will let you no if it clears

CD2105 United Kingdom
Posted on December 17, 2020

I have recieved one payment not the other one I have been on the phone to my bank and there are no other payments waiting to clear from casino joy ! I would like to know where my other payment is

CD2105 United Kingdom
Posted on December 18, 2020

Recieved both payment thank you for all your help

AskGamblers
Posted on December 21, 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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