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JoyCasino - Wrongfully blocked account, due to personal relationship to Head of Support

posted on April 13, 2016.

I deposited 3000sek,received a bonus, wagered the whole amount and then some. Withdraw my winnings (31.000sek), verfied my account and got an email saying congratulations.

However, the next day I got an email saying my account was now blocked and my withdrawal was cancelled. They stated that I had breached T&C and refered to section regarding bonus abuse. I read the T&C and found out that they had made a misstake and replied back telling them just that.

They replied once more saying that it was not a misstake and said that this case was now closed. When I demanded to speak to the support reps boss, I realized I was already communicating with the Support Manager, Sandra ********. Normally that would be a good thing, in this case however, not so much. Sandra and I have past and it didn't end to well. I repeatedly ask to speak to her boss regarding my case as I felt uncomfortable having Sandra controlling my case, but she refused several times until someone called Johanna stepped in acting as her boss telling me she was taking over the case.

Well, as it turned out, Johanna wasn't the boss at all, but a VIP Agent trying to cover up for her colleague.

I must have asked for a chance to speak with her boss more than 6 times, but I was declined every time. -and now they don't answer my emails at all.

I'm not making anything up and as a former Shift Manager, VIP Agent, VIP Manager and Fraud Manager within the online gaming industry, I'm shocked as how they treat their customers.

I'm taking this case to suppliers and License board as well, But first I'd like to warn the rest of you.

JoyCasino and Casino-X have written a disgusting T&C in order to steal your money. In my case, i actually didn't break their rules, but they stole my money anyway. I have written T&C:s for pokernetworks and pokersites and they are not in favour of the player, but this was the worst I've read by far.

DO NOT play at JoyCasino or Casino-X, they will steal your money.

Best regards,

Magnus ********

posted on April 17, 2016.

Dear Magnus,

Any update regarding your complaint? Thank you.

posted on April 17, 2016.

Dear Magnus,

Thank you for information. We'll provide you with a final decision next week. Thank you for understanding

posted on April 18, 2016.


Thank you for responding. Please look at my betting history again. I didn't bet less than half the original amount as it is stated in your T&C.

Best regards,


posted on April 22, 2016.

Dear Magnus,

Thank you for your patience. We're still in the communication with AskGamblers team. Thank you for understanding

Kind regards,
Joycasino team

posted on April 26, 2016.

AskGamblers Complaints Team have been in direct communication with JoyCasino representatives over the last couple of days in an attempt to find a possible resolution of this complaint. Unfortunately, we can confirm that our team has not been provided with indisputable and sufficiently convincing information and/or evidence.

We recommend to the player to seek further help with a licence authority of JoyCasino.

In this situation, AskGamblers Complaints Team have no other option, but to close the case as Unresolved.

JoyCasino complaints

  • 4 of 6 resolved
  • 3 days avg response
  • 1 week avg complaint life
  • 1,137 USD avg amount

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