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Casino Joy - Refusing to pay out or communicate

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 2994
alexchapo United Kingdom
Posted on April 1, 2019

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.

Posted on April 1, 2019

Dear ALEXCHAPO,
Thanks for sending this over!
I have checked with the payments department and they have confirmed that your withdrawal is scheduled to be approved this afternoon.
You will receive a confirmation email once that has been paid :)
I apologise about the delay whilst your documents were being processed.
If you have any further questions please dont hesitate to ask.
Have a great week ahead!

alexchapo United Kingdom
Posted on April 1, 2019

Unsurprisingly I did not receive an email this afternoon to confirm my withdrawal has been processed.
I am still locked out of the account as well which means I am unable to request a withdrawal for the remainder of the balance (I had to withdraw in 2 transactions due to the size of the balance).

Please advise on what I can do to rectify this.

Posted on April 4, 2019

Dear ALEXCHAPO,
Please be advised that your account is on a withdraw only state so you are able to log in and request to withdraw the remainder of your balance.
If you need anything else please let me know!

AskGamblers
Posted on April 6, 2019

Dear @alexchapo,

Please confirm if the issue has been resolved. Please 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.

Thank you for your cooperation.

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