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Ag Awards

JoyCasino - Blocked account - they let me broke their rules- before withdraw money

Complaint Info
Disputed casino JoyCasino
Reason Account closure
Amount € 1300
Posted on July 9, 2019

Dear Askgamblers Team,

I have a problem with Joycasino.

I created an account made some hundreds of Euros deposit and played. After I wanted to withdraw my money (1300€) they asked me for ID and utility bill, afterwards selfie of me holding my CC and some screenshots.

Now they’ve blocked my account with a reason because I’m a German citizen. I offered them to give and prof my second place of residence (Switzerland) they rejected it as I stay still a person with German Passport. I have two places of residence: Germany and Switzerland.

Now I am searching help to get my winnings, or at least my deposit back. They tell that they do not allow to play if you are a person with a German Passport (what a crazy reason). So why they let me make deposits, if in my profile is stated Germany?

I need help because I feel that they tricked me:

1. They allow to choose “Germany” as a country of residence during registration process (Screenshot attached) ... Why?
2. They let me make deposits from a German IP... why? I thought it’s not allowed?
3. I played from Switzerland, as I have there a second place of living. Also no block came.
4. If I wouldn’t win, they will let me make more and more deposits without a warning, that I cannot withdraw my money, as I’m a German citizen living in Switzerland.

They let play a person who ist not allowed to play and make deposits, until they need to pay the winnings, then they check it. This is not fair!

Guys, could you please help.

Best regards

Posted on July 9, 2019

In the meantime, it seems that Casino is checking the possibility to changed my account to a Swiss account and unblock me. Waiting for their reply.

All Swiss documents were provided to the team.

Posted on July 9, 2019


Thank you for chasing up this issue. Our support team is working on that. We'll get back to you with feedback soon.

Kind regards,
Joycasino team

Posted on July 9, 2019


We have checked your documents and verified your account. Our apologies for inconvenience.

Kind regards,
Joycasino team

Posted on July 9, 2019

Dear @grasow,

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.

Posted on July 9, 2019

Dear Askgamblers team,
Account is open again, but no withdrawals are possible, yet. Still verification issues, according to the the homepage.

When it’s possible I will write here a short message.

Also a big thanks for the Joycasino team, they respond in fast and manner way.

Posted on July 11, 2019

Dear all,

Problem is solves. Thanks both parties for cooperation.


Posted on July 11, 2019

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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