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Casino Joy - Refusing to refund deposits

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Refund declined
Posted on June 6, 2019

I made a deposit and took the first deposit bonus, which I didn’t win anything from, I then made a deposit and took another bonus and didn’t win again. I then made another deposit took a bonus but before using any money or making any spins I cancelled the bonus and was using my own money to spin, which I then won 4 grand with. Tried withdrawing this but the casino came back with..

Due to a duplicate account the winnings have been forfeited except the deposit. Which I understand and have read the terms and conditions and they state only one bonus per household which is fine.

So if my winnings are void due to a duplicate account then so should my deposits, I have been trying to get a refund on the deposits I have made and am having no luck with the casino direct.

My account would have been void from the first deposit so they should not have allowed me to keep depositing.

They would have carried on letting me deposit as long as I was loosing and they were making money from me.

I understand the winnings are void but I want a refund for the money I have deposited.

AskGamblers
Posted on June 6, 2019

Dear @Jjones12,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed deposit refund/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on June 6, 2019

Thanks will do and the number of disputed deposits it’s 3

AskGamblers
Posted on September 24, 2019

This complaint has been reopened as per Casino Joy request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

Posted on September 25, 2019

HI JJONES12,

thank you for your patience.

Please note that, after reviewing your case, we can confirm that the refund of the deposits has been correctly approved, as you can see from the email sent on the 2nd of July 2019 and confirmed on the 15th of July.

Also, please bear in mind that as per our T&C '4.7.2. The company reserves the right to decide on Duplicate/Multiple accounts deposits by players and will be at the company’s sole discretion to decide the action taken. The company might still consider refunding the player if any balance is still in his account.'

Regards,

Casino Joy Team

AskGamblers
Posted on September 25, 2019

Dear @Jjones12,

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.

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