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Casino Joy - Still not received my withdrawal and account still blocked

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 100
Posted on June 4, 2020

On the 28/05/20 I got a bonus and had to wager £197. I wagered the £197 was was lett with £100 that I could withdraw. So I went ahead and withdrew the money expecting it to be in my account in 3-5 days. 2 days later I went back onto Casino Joy to deposit money only to realise that they have blocked my account and still haven't gave me my withdrawal. I have contacted them on multiple occasions but I dont get any proper answer. It seems like automated emails I keep getting back "someone will be in contact as soon as possible"

AskGamblers
Posted on June 19, 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 June 19, 2020

Dear JAMESWALKER20,

thank you for your patience.

Please note that we checked your account and we can see that the pending withdrawal was correctly released on the 07/06, if you still have any issues please do not hesitate to contact us.

Also, note that your account will remain closed per Company decision, please refer to our Terms and Conditions accepted by yourself upon registration, in particular, clause 14.3: The company may refuse to open an account or may opt to close a players’ account which has already been opened at its own discretion. Notwithstanding this all contractual obligations already undertaken or entered into will be honoured.

Do not hesitate to contact us if you need any further information or request.

Regards,
Casino Joy Team

AskGamblers
Posted on June 19, 2020

Dear @JamesWalker20,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified 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 complaints 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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