In November of 2018 I signed up to casino joy and won £2994 on the first deposit bonus. The terms of the bonus were followed entirely and there was no foul play involved.
Then I tried to withdraw my winnings and my account was locked. I have spent the past 4 months getting minimal response from support despite sending off my bank statement, notarised copy of my passport, multiple proof of address documents and proof of my original deposit to the site. It has been that long since I tried to withdraw that this involved contacting my old bank to get paper documents. I was also out of pocket by having to pay for notarisation of my passport with my own funds.
I sent my last document on the 24th February and got no response. I contacted the complaints email and got no response. I go on to live chat for support and I am told that management will get back to me. They never do (done this at least 5 times).
I am now at a loss as to why my account is still blocked and the whole process has been extremely frustrating and has ensured I will never play at the site again.
My only option now is to bring this to other people's attention so that they don't suffer like I have. I will also be following up with the ADR and notifying the Gambling Commission of the experience I have had.