Complaint #53 JoyCasino

KYC problems after withdrawal attempt

By Ole-Andreas W.

4 years ago

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.

Disputed Casino JoyCasino

Reason Verification issues

Amount €1300

Discussion

AskGamblers

• Support Team

4 years ago

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.

oleandrw

• Norway

4 years ago

Hello.

I finally recieved my money, after all the hassle. They all of sudden accepted my documents after I told them about my post here on AskGamblers. Maybe it’s a coincidedence, but it seems wierd.

JoyCasino Complaint Stats

Resolved 12 / 17

Avg. Amount $880

Avg. Complaint Duration 6 days

Avg. Response Time 3 days

JoyCasino Complaints

See all complaints for this casino

Refusal to pay funds

Hello.

I am submitting a complaint against JoyCasino regarding the confiscation of my winnings in the amount of 17,843 USD.

I registered and played at JoyCasino. After winning, I requested a withdrawal. The casino then started an extended KYC/AML and source-of-funds verification.

I provided all requested documents and evidence, including:

my passport / ID;
selfies and identity verification materials;
proof of address;
proof of phone number ownership;
exchange account evidence;
videos showing deposit and withdrawal history from the exchange;
transaction history and crypto transfer evidence;
proof of source of funds / income;
all other documents requested by JoyCasino support.

After I provided the requested documents, JoyCasino informed me that my winnings had been annulled. They referred to clauses 5.2, 6.1.2 and 6.4 of their Terms and Conditions and stated that my personal and payment details, including the owner of the electronic wallet, must fully belong to me and match the information in my profile.

However, JoyCasino did not provide a clear and specific explanation of what exactly was wrong. They did not clearly state:

which exact personal or payment details allegedly did not match my profile;
which wallet, exchange account or payment method they consider not to belong to me;
which document or evidence was rejected and why;
whether my exchange account and wallet ownership evidence was manually reviewed;
what exact evidence was used to justify the confiscation of my winnings.

I believe this decision is unfair and not properly justified. I completed the verification process and provided the documents requested by the casino. Instead of explaining the exact issue, JoyCasino gave only a generic reference to their Terms and confiscated my winnings.

I request AskGamblers to review this case and ask JoyCasino to provide a detailed explanation and evidence for their decision.

I request JoyCasino to restore my confiscated winnings of 17,843 USD and process my withdrawal in full, or provide specific evidence proving which exact personal or payment details allegedly did not match my verified account.

I am ready to provide additional evidence privately to AskGamblers if required.

Thank you

31h left

$17,843

Joy Casino - Unnecessary verification delays for withdrawal

I opened this account and used the NDB for joining the telegram channel

I wagered the requirements and requested a withdrawal via bank transfer- 200USD

Payment was rejected by casino because I need to use the same withdrawal method as the deposit l- I advised their support this was a no deposit bonus and I didn’t make a deposit.

Then I tried to start a deposit but the cashier page was then blank- no deposit or withdrawal options- I emailed a screenshot to the support and they replied advising that I use a vpn because I’m in South Africa and which ones to use. Once I deposit they will release my withdrawal.

I submitted them my identity book, drivers licence, my proof of income and proof of address. All these were verified and i received an email stating my account is now verified

I succeeded in making a deposit using VPN via astropay.

I wagered my deposit and then started a new withdrawal hoping now all requirements are met and I we are good to go

Payment rejected.

Now my account is no longer verified and they need a selfie holding an ID document. I uploaded a selfie holding my ID book and start a withdrawal

They reject my document and withdrawal with reason “ they don’t accept screenshots, only camera photos. This was a camera photo I used?

So I took a new selfie holding a different doc, my drivers license and I take selfies showing my hand holding the document as the website says.

Document and payment declined with reason “we need to see your arm of the hand holding the picture, not just your hand”

Enough.

It was here that I decided that’s the last hoop I’m jumping through. I started this withdrawal on the 7th July.

I don’t know if they are actually going to need DNA before they believe it’s me.

Please help.

I give up.

Resolved

$200

They removed 574 euro winning from my account

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

Unresolved

Using all possible tricks to delay my account verification

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!'

Resolved

$1,672

Refusing to honor their own VIP scheme terms

Hello. I have been registered on the JOYcasino website since 2019. Passed verification in 2020, I still play. Only recently I drew attention to the absence of a bonus policy (loyalty points, bonuses for the account level, etc....). I have Gold status (in the rules it is designated as VIPgold) but I did not receive anything for raising the level - although the rules clearly state the provision of bonuses and the individual bonus program, paragraph 29:
"29.1.3. Depending on the number of Comp Points accumulated during a game, you will be awarded with a specific status:
Novice (the required number of Comp Points is from 0 to 10);
Regular (the required number of Comp Points is from 10 to 50);
VIP (the required number of Comp Points is from 50 to 500);
VIP GOLD (the required number of Comp Points is from 500 to 5000);
VIP PLATINUM (the required number of Comp Points is from 5000 to 25000);
Dark Knight (the required number of Comp Points starts from 25000).
With each new status level a player receives personal benefits, additional promo offers and bonuses."

In view of the above, I have contacted the support chat to which I have received a response that this program is not working. But as you can see from the account - the accrual of statuses is going on, there is also not a word anywhere about the cancellation of part of the bonus program described in the Conditions and Rules of the casino. Thus, I believe that this casino does not comply with its obligations to the client, prescribed in the rules of the institution. I attach screenshots and chat history with a support agent. I want to receive compensation for non-issued bonuses and non-compliance with the rules of the casino (on the part of the institution).I will also attach a letter with the statistics of the account on the 01.03.2021. (There is a head, there are conclusions and asked for statistics for today - until I came...) (I expect to receive compensation of about 1000 USD)

Unresolved

$1,000

It has now been 21 days since my bank sent my money back to casino

In the start of october i did a withdraw from JoyCasino, 1500 Euro.
My account got verified and everything went smoothly.

The money did not appear in my bank and i later found out that my bank froze the money because of the law some banks use in Norway regarding paying out money from foreign country casinoes to Norwegian players, i never had this issue before.

So then my bank sent the money back towards the casino, i got a document from my bank 08.10.2020 proving this, i also provided joycasino with this and talked about it with their livesupport. They told me that this will be fine and as soon as they locate the money i will get it back to my casino account.

It has now been 21 days since my bank sent them my money, and i talk to JoyCasino daily about this on email. Always the same answer, they are sorry for the delay and this is top priority for them and they will contact me as soon as they have a update.

I dont understand how something like this can take this long.
AskGamblers, if you want document from my bank showing the transfer i can provide you with this.

Please help me resolve this matter.

Unresolved