Casino Joy - non payment

Hi lovethelinks - welcome to ThePOGG.com!

Unfortunately there's nothing we can do to help you in this instance. I'll refer you to the terms and conditions of the UKGC approved national self exclusion scheme GamStop:

"GAMSTOP may not be able to spot inaccuracies or other differences in account details, and we may not be able to prevent you accessing accounts you have created using, for example, email addresses that you have not provided to us as part of the registration process."

Given that the regulator approved scheme highlights explicitly that using a different email address is a point where the system may fail, it's fair to assume that the same standards apply to operators. If you've signed up again using a different email address the operator would not by this standard be expected to self exclusion from the previous account.

You should however receive a refund of your deposits. If that has not happened let us know.

Thanks,

ThePOGG

Hi

Thank you so much for your help I realise I was stupid and dont expect the winnings but definitely my deposits returned as i was in a winning position my balance was far greater than the deposits gambled and no bonuses were used.

I have emailed casino joy and had no replies at all.

To date (i checked my bank account today)they have also not refunded any of my deposits

I would really appreciate help with this.

After a long wait I have had this reply. I was in a winning situation I just do not see how they refuse to refund deposits. So people like myself who are addicts are being treated in this way they should not be able to keep my money when I won I understand they will not pay the winnings but surely the deposits should be refunded. Casino Joy Complaints Thu 5/23/2019 1:13 PM Dear [EDIT], Thank you for your patience. I am contacting you from Casino Joy Complaints department, your case has been thoroughly reviewed and we will not be refunding any deposits made on this account. The reason for this is that incorrect registration details were entered intentionally in order to bypass the security system that blocks self-excluded customers from registering. We can see that you made multiple registration attempts prior to this in which all accounts were blocked by the system. In line with our Terms and Conditions, we are not liable for any losses in scenarios where registration details have been amended purposely in order to circumvent the security system. Please see our Terms and Conditions 29.1.5 However, in agreeing to self-exclude, You accept that You have a parallel obligation not to seek to circumvent the self-exclusion. Accordingly, We have no responsibility or liability for any subsequent consequences or losses howsoever caused that You may suffer or incur if You commence or continue to gamble through additional online accounts where You have changed any of the registration details or You provide misleading, inaccurate or incomplete details or otherwise seek to circumvent the self-exclusion agreed. I am sorry if this is not the outcome which you were hoping for, but please be advised that this is the final decision on your case. If you do wish to escalate your complaint you can do so by contacting our ADR IBAS at [EDIT]. Kind regards, Casino Joy Complaints [email protected]

Hi

I have still not received deposits back I wondered if you had any correspondence.

Thanks in advance.

Hi

I am sorry to bother youy again but I have not received any info on this and am becoming worried.

I cannot believe this Casino can keep all my deposits as well as winnings I totally understand they will not pay out the winnings but surely they cannot keep the deposits as well.

I see you confirm Casino Joy is a decent operated so I am hopeful they will be fair in this situation.

I am just a little worried that I have had no correspondence for some months.

I am trying to be patient so sorry for hassling you.

Hi lovethelinks,

Apologies for the delay. There is conflicting information being given out related to how this type of situation should be managed with regard to whether or not deposits should be returned. I'm am still actively discussing this with the regulator and will revert to you when we have a clear answer.

Thanks,

ThePOGG

Hi lovethelinks,

I've now concluded our discussion with the regulator regarding this issue.

The regulator has indicated that they would only expect operators to return funds in this type of situation where the operator had failed to take reasonable steps to prevent your registration. Given that since your self-exclusion 11 separate accounts have been automatically blocked at point of registration across the properties on this license and that you only managed to open this account by changing multiple fields of your registration details, the indications I've received from the regulator is that they would consider the operator's efforts to fall within the definition of 'reasonable'.

As such there are no grounds on which we could challenge the operator's actions in this instance. All we could suggest is that if you want the regulator's direct opinion would be to contact the UKGC.

ThePOGG