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Casino Joy - Withdrawal is still pending over a week later

RESOLVED
Complaint Info
Disputed casino Casino Joy
Reason Delayed payment
Amount £ 2112
Posted on April 9, 2020

I joined this casino on 31st March. I was fortunate to hit a big win early on in playing. I therefore forfeited my bonus funds and withdrew the money. This has been pending since 31st March with (in my opinion) inadequate communication from them. As you can also see on the documents I have attached, there is no place for me to upload verification documents either. I feel they are purposely witholding my funds. I have heard of this casino and others in the genesis group doing this to others too.

AskGamblers
Posted on April 14, 2020

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Posted on April 14, 2020

Hello MISSMILLY88,

thanks a lot for your patience.

Please note that we forwarded the evidence to Ask Gamblers regarding your case.

We checked your account and we confirm that the withdrawal that was pending has been set to be released today. Bear in mind that it can take up to 5 working days to reach you. If after these days you will still have any issue do not hesitate to contact us and we would be more than happy to assist you.

Kindly note that your account will remain closed as per Terms and Conditions, 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.'

Regards,
Casino Joy Team

Posted on April 14, 2020

Thanks for your reply. Little bit confused to why you've closed my account but can't say I'm surprised.
I will await the withdrawal

AskGamblers
Posted on April 17, 2020

Dear @Missmilly88,

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.

Posted on April 17, 2020

Hi there the withdrawal has gone through. Thank you for your help

AskGamblers
Posted on April 21, 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

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