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Casino Joy - Refusing to answer questions on my withdrawal, poor chat support

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 271.7
Posted on April 27, 2020

Casino ‘Joy’ where do i start?

So since i first ever done my withdrawal through trustly bank as that was the only method i was told i can do i was told that it will all be fine you will receive your winnings! I received an email regarding that it was processed fine on the thursday 16.04.2020 it is now Saturday the 25.04.2020 And nothing has come through at all, i have contacted them via multiple staff ‘oscar’ ‘stephanie’ ‘charlotte’ ‘maria’ all to be told the same thing we will check with the ‘payment team’ and got no where with it, i then speak to ‘charlotte’ oh what a lovely lady to cut me off point blank and not get no where with my questions or any help what soever. I was told to email my bank statments other to [email protected] - which i did ‘you’ll get a response within 24 hours’ i was told yet i have heard absolutley nothing, so my question is this casino a fraud? Or is it legit?

AskGamblers
Posted on May 21, 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 May 21, 2020

Hello CHLOEGILL98,

thank you for your patience.

Kindly note that we checked your account and we can see that after providing all the documents requested your account has been reopened.

Also, please note that, as confirmed via an email sent yesterday 20th of May, your winnings have been confiscated due to 3rd party usage, bear in mind that this is against our Terms and Conditions, specifically clauses number 8.5, 12.1.1 & 14. https:­//C­asi­noJ­oy.c­om­/en­/te­rms­and­con­ditions

Additionally, note that all the deposits have been correctly refunded back to the 3rd party method used.

We hope this clarifies everything, anyway please do not hesitate to contact us for any further information needed.

Regards,
Genesis Casino Team

AskGamblers
Posted on May 21, 2020

Dear @Chloegill98,

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.

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