On the 17th January I requested a withdrawal from Casino Joy and immediately received the following email:
"We have received your withdrawal request of -471.90 GBP on Fri Jan 17 18:41:25 UTC 2020.Your withdrawal will be reviewed and processed within the next 48 hours, as per our withdrawal policy stated in our terms and conditions.A confirmation email will be sent to you once your withdrawal is processed. Kindly note that if we require any additional documents to be able to process your withdrawal, we will contact you by email. Until then, you do not need to upload and or send us any documents.If you have any further questions, please contact our support team."
The following day at 09:56 I received this email:
We would like to inform you that your account has been temporary limited as per a standard routine check.We'll keep you updated and contact you back as soon as possible, once the check is finished.If you have any questions do not hesitate to contact us. Our team is happy to assist you anytime"
On the 20th January I asked Casino Joy via Live Chat why my account was blocked, and why they were delaying payment after having sent me an email saying I would be paid within 48 hours. I received a totally unsatisfactory response - that the 'relevant team' were checking my account and that they will get back to me via email 'as soon as possible'.
On the 24th January I emailed asking what the problem was as my account was still blocked and received this later that day in response:
"Thank you for contacting Casino Joy Support with your request.We have mailed you 18.01 following copy pasted from that email."We would like to inform you that your account has been temporary limited as per a standard routine check.We'll keep you updated and contact you back as soon as possible, once the check is finished.If you have any questions do not hesitate to contact us. Our team is happy to assist you anytime"Thank you once again for contacting us and if you need anything else, do not hesitate to contact us. We are always happy to assist you."
At no point have Casino Joy requested verification documents.Clearly, Casino Joy have many complaints on this site from people with a similar issue to mine. I would appreciate this resolved as soon as possible.