Joy Casino - Unnecessary verification delays for withdrawal

So I will start from beginning.

I had an account in Joycasino back in I think in 2018 and I accidently later i created second account.

First account @luk has been permanently banned in 2019. In 2021 I wanted to play in joycasino and asked in joycasino support chat can I play using @gluk account. Support wrote me that I can play in this account but I need to do verification in account @gluk. I did verification in this account.

In previous month I played and won about 574 euro. Some time after I requested withdraw I received an email that I have multiple accounts in joycasino what was not true (they referred to @luk account which was closed back in 2019) . I explained them that this account has been closed in 2019 and support wrote me in 2021 to verify and play in @gluk account. I send them as a confirmation mail from joycasino support that account @luk was closed in 2019 and mail from joycasino support from 2021 that account @gluk was successfully verified. I was really confused about this situation, but I though that it is just some misunderstanding from joycasino side but unfortunately I was wrong.

They forwarded my case with proofs of my words as a mails screenshots to different department. Next day they responded to me that after checking according to them I had multiple accounts and they still referring to account @luk which was closed in 2019.

I was really confused and asked them did they saw mail which I send them from their own support which confirm that this account was closed. They didn’t reply to my question because they knew they lie and instead of this started to writing that I made deposit to account @luk in 2020 it means 1 year after they closed this account…

Then I explained the situation once again and asked them how can I made a deposit in 2020 in account what was permanently closed in 2019. I asked them did they lied to me about closing this account ? Joycasino support didn’t answered to this just wrote me that the decision is final and I broke the T&C 5.5 because I had multiple accounts and they won’t discuss about this anymore…

I was just shocked because it was first time since I play in casinos where I was 100% scammed.

After that I wrote joycasino support that in T&C 5.5 is written that I can have on account but even during our current conversation they wrote to me that I can play in @gluk account. Next they confirmed that I can play in this because account @luk has been closed few days ago, but as I wrote to them and confirm it it was closed in 2019. Then I wrote them last mail and informed them that I will pass this case to askgamblers and their licence provider because this Is just ridiculous. It was 14 Jun and till now they didn’t response so as I sad I’m starting this complain here.

So I will summarize the situation:

1. I created 2 accounts I think it was in 2018

2. First of this account has been permanently banned in 2019 by joycasino

3. Joycasino support wrote me in 2021 to verify second of this accounts and I’m free to play in joycasino

4. During withdraw request in 2024 they removed my winning and wrote to me that I have multiple account (they referred to closed account in 2019) and again close this account which since 2019 should be closed

5. I provided them every proof of my words as a mails from them but they didn’t care that’s why I’m starting this complain

I can see only 2 scenarios of this situation:

- They lied me about permanently closing @luk account and allow me to play in second account because they knew when I would want to withdraw they will use multiple accounts card as an excuse to not pay my winnings

- They don’t want to pay my winnings and lying about multiple accounts to not do it

- Someone responsible for closing account was so incompetent that he/she didn’t done this just send email about account closure

In all scenarios the fault is on Joycasino side.

After Askgambler team will read my mails conversation with Joycasino they will see that I was really cooperative and wanted to fix this issue but Joycasino just didn’t want pay funds which I won in 100% legit way.

Ok so that’s will be all.

If Askgambler team need any more informations/confirmation I will gladly provide them

Askgambler team - to this complain I attach:

- Screenshot of mail from Joycasino support from 2019 confirming that account @luk was closed

- Screenshot of mail from Joycasino support from 2024 confirming that account @luk which was permanently closed in 2019 was closed

- Screenshot of mail from Joycasino support from 2021 confirming that account @gluk was verified

- Full mails exchange between me and Joycasino support in order in pdf file

- Screenshot confirming that I wager the bonus from which I won 574 euro

Hi. It's all in the title. I'm a Canadian resident for 2.5 years. Upon moving to Canada the Canadian government provided me with my ID card which proves that I'm a legal resident. By Canadian laws immigrants can only apply for Canadian passport after they've lived there for 3 years. There's no secret to this, it's a known fact. I deposited $1500 into Joycasino using Interac (Canadian national banking system), I won some and lost some. My balance at the moment is $1672.05. Recently they asked me to verify my account which is a standard procedure, they asked me to send them the following:

- Passport - please make sure to include both pages of the document (open like a book).

- Selfie with passport - Please note that the selfie must contain: your face, your ID (all four corners visible), and your hand (full hand to elbow must be in the selfie).

- Selfie with your casino personal account page - Please note that the selfie must contain your face, and that all the information from the casino profile can clearly be seen.

- Selfie with leaf of paper - Please note that the leaf of paper must contain the casino name, the current date and your nickname.

- Utility bill - A copy of a bill (water bill, electricity bill, gas bill, council tax bill) or a bank statement, no older than 3 months, where your name and address can be seen. Please note that mobile bills are not accepted as proof of address. If it is an electronic bill, we require it in the .pdf format.

I sent them all the documents (which are My Canadian ID card, Selfie with a leaf of paper, Selfie with my Canadian ID and my bank statement), mind you that 'Selfie with your casino personal account page' has gotta be one of the weirdest things I've ever done, I could barely fit my face and laptop in one picture, but I did it (I'll be more than willing to submit it to you). If you Zoom it in you can clearly see all the casino profile visible and my face as well.

They sent me the following: 'Unfortunately we cannot accept your Canadian ID, as the team have specified we need your international passport, and a selfie with your passport. The team are also requesting a new selfie with your casino personal account, as not all details from your profile can be clearly read in the selfie provided.'

I replied: 'I'm sorry, but how am I supposed to take a picture of my casino profile with my face on it without blocking anything out? I'm not an acrobat. This is the most bizarre request I've ever encountered in terms of the verification process I must say. Please send me an example of what you want me to do. As for my ID, this is what Canada provides to all permanent residents. Nobody cares about the international passport around here. My international passport was issued to me back in Ukraine, will that work for you?'

They responded: 'To clarify, please take a selfie next to your casino profile page, so we can see your face and all information from your casino profile within the photo. With regards to your passport, yes please upload your Ukranian passport, we need to see the 2 pages and the 4 corners of the whole document (open like a book), and a selfie with your passport. Please make sure your passport is signed before sending it.'

So I sent them my passport issued to me when I lived in Ukraine, just like they requested as well as a new pic with my face in front of the account page, again picture was in high quality and if you Zoom it in just a bit you can clearly see all the details as well as my face. But here's what they said:

'we were not able to accept them, because you sent us the wrong type of document.

Kindly note that we are not able to accept a foreign passport, Andrii.

Please send us your Canadian passport and please make sure that the selfie we requested is with your Canadian passport as well.

Regarding your selfie with a background of the casino account, the image quality is very low and we are not able to accept it. Please make sure to send us all the documents/selfies in high higher quality than previous ones.'

This has been the most outrageous verification process I've ever experienced. I'll be willing to provide screenshot from gmail to confirm everything I just said.

PS. After I sent them my documents they also blocked my account. It says 'Your account is temporarily blocked!

Please contact customer support via our online chat or by email to find out the reason for the account block.

Thanks and good luck!'

Hello.

After a very long time back and forward with JoyCasino my patience is over. In august I open a account on JoyCasino. Before I deposited I always get my account fully verified(Passport, Electricity bill and driver license). I got them verify and everything looked ok. I deposited for my first time 28-08-2021 and started playing, after some time I won like 1300euro from 400euro deposit and wanted to withdraw this win. Here start the problems.

After withdraw I got this mail:

"We do apologize for this inconvenience, recently we had an update regarding the verification of accounts.

In order to proceed with your account verification, kindly provide us with the following:

• A Selfie with your passport: Please note that on the selfie we must see, Your Face, Your passport (Kindly ensure that all 4 corners and the information on the document are clearly visible), and your Arm (full Arm must be in the Selfie).
• A selfie with the phone or your PC next to you, in the background of the casino's personal account.
• A selfie with your ID card in one hand, while holding a piece of paper in the other with the following information:

1. Registered nickname and casino name.

2. Today's date."

My first thought this was overkill for a KYC with a account that was fully verified in the first place. I needed a second person to get all those picture. Anyway, all those thing was provided.

Then I received this mail back:

"Thanks for providing us with the requested documents

Would you be so kind to send us proof of Ownership for the phone number <sensitive information removed> Such as contract, bill etc - where your details are clearly visible"

Then I sent them my phone bill and this was not accepted because they wanted contract instead.

"I do apologize for the inconvenience and misunderstanding from the previous email.

Our security team just confirmed to us that they cannot accept the bill. They will need your contact, agreement, with your mobile provider, for a review, in order to proceed with your account verification."

So after a while i got the contract from my mobile provider, but this was not accepted either.

"I apologize, but this document has been rejected by the verification team. They need the contractual agreement of the phone number, where all the details are visible."

Everything is there. Agreement, phone number, name and all information is clearly visible!

I got all the conversation and documents if that is needed.

Best regards.