Ag Awards

JoyCasino - Payment delayed for 3 weeks

Complaint Info
Disputed casino JoyCasino
Reason Delayed payment
Amount € 380
Posted on August 2, 2018

I deposited (11.07) 50 € and took the 150% bonus. I managed the fulfill the wagering requirements of the bonus and won 380€ and did the withdrawal request (11.07). The next day (12.07) Joycasino send me by email that I need verify my account. So I did send required documents right away and they were approved
couple of hours later and also my withdrawal request were approved at the same day (12.07). Next day (13.07) I asked in Joycasino live chat how long it takes that I get the money to my account and they respond normally normally it takes 2-5 business days when money are in my account. Okay everything good so far.

I contacted Joycasino again 20.07 and asked about my withdrawal because I did not received money in my bank account and they said that they will investigate why I haven’t got my money, also they asked me to send my bank statement. So I did. They contacted me same day and told that there’s been some error with the withdrawal on their payment provider behalf and they will try fix the error. Okay they get back at me on monday 23.07 and told the error has been fixed and they will send my winnings again to my bank account. I contacted Joycasino again Friday 27.07 and asked why I have not still received my winnings. They replied that they payment provider still has problems with withdrawing money and asked me to send bank statement again. I send it right away. Today is Wednesday 01.08 and after several chat conversations they still claim that they still try resolve the problem, but nothing happens.
This is very unreasonable to wait my money this long, it’s been three weeks now from my withdrawal.

So I am asking you AskGamblers, could you please help me in this matter to receive my legitimate winnings.

Posted on August 2, 2018

Dear Annika,

please, tell your login and/or email used for your account.

Kind regards,
Joycasino team

Posted on August 2, 2018

Dear JoyCasino,

AskGamblers Complaints Team would like to remind you that player's login details could be found within the notification email sent from our complaints system. However, to avoid losing time we have just sent these manually as a private message.

Posted on August 6, 2018

Dear Annika,
We have investigated your issue. Payment was made immediately after your request, but it's delayed due to technical reasons on payment provider's side. Although we contacted their support and asked to complete payment asap, we don't have any control over them.
You may also contact payment provider directly, but we hope that you will get your money soon.

Kind regards,
Joycasino team

Posted on August 7, 2018

Dear Joycasino,

Thank you for your reply. Last week i asked already asked your payment provider details in your live chat, but you didn't provide the details for me. So could you please send me the details to my email address, so i could contact them personally.

Posted on August 9, 2018


I have received the money. This complaint can be closed.

Thank you Askgamblers and Joycasino for your support.

Posted on August 9, 2018

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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