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Casino Joy - Verification taking months

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Verification issues
jodyhw95 United Kingdom
Posted on November 26, 2020

Hi,

After winning at their site, Casino Joy requested photos of my id, proof of address & card. I sent these in and they were accepted.

They then requested an ID confirmation photo, which is a photo of me holding my passport & a note with my casino joy account number on it. I sent this through to them in June 2020.

After chasing them up various times via email and livechat, I have still had no response. I've sent them everything they needed to verify my account but now I'm just being completely ignored. I'm very concerned about my funds and I don't know where else to turn.

Please can you advise the best way to get my withdrawal paid.

Thanks,
Jody

AskGamblers
Posted on November 26, 2020

Dear @jodyhw95,

The AskGamblers Complaint Team is kindly asking you to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Please keep in mind that, as per the AGCCS Guidelines, providing updates in a timely manner is a must.

Thanks for cooperating with the AskGamblers Complaint Team.

AskGamblers
Posted on December 22, 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 December 22, 2020

Hello JODYHW95,

thank you for your patience.

Kindly note that we reviewed your case and we would like to inform you that you can now request again the withdrawal of your winnings, simply by logging into your account.

We will approve it as soon as possible.

Do not hesitate to contact us for any further information needed or request of assistance, we will be more than happy to help you further.

Best Regards,
Casino Joy Team

AskGamblers
Posted on December 26, 2020

Dear @jodyhw95,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note 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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