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Casino Joy -not paying out over £500 for over two weeks

Ruling

Resolved - Casino Joy have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casino Joy Review.

Player's Complaint

Hello,

On the 11th of December I created an account at CasinoJoy and deposited £100. After playing a bit and winning I withdrew £512.49. Since then I have not received any communication from the casino about how long it will take to process my withdrawal and they have not asked for any documents. I think this is a ridiculous time period to wait, especially as they took my money so quickly... I also similarly have withdrawals of £368.48 and £314.82 pending on Spela and Slotty, which I beleive are linked in some way as the sites appear to have the same owner. I also have not received any communications from these two sites and have similarly been waiting over 2 weeks.

Please could you help me to get my money,

Thanks,

Read the casino review

7 Responses

ThePOGG
December 27, 2020

Hi thulespogg - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
January 10, 2021

Hi thulespogg,

The operator are waiting on you providing the following documentation:

Proof of Identity

Proof of Address - We can accept only utility bills or tax bills, and date of issue needs to be within 3 months.

Proof of Payment Method - Front and back of card ending **7102. Important to show name, first 6 and last 4 digits. Middle digits and CVV code should be covered.

ID Confirmation Photo - A picture of the account holder, holding his ID document and a note next to his face to allow for facial confirmation of the document. The ID must be the same one used to verify his account. The note must state the following: "Only for use on Casino Joy account user ID 10412634". Also, this note needs to be handwritten, in English, include the current date and signature of the player.

Card Confirmation Photo - Pictures of the account holder, holding front and back of the card used, and a note next to his face. The card must be the same one used to fund the account. It also needs to show the name, the first 6 and last 4 digits of the card (middle digits + CVV code should be covered). Note needs to state the following: "Only for use on Casino Joy account user ID 10412634". Also, this note needs to be handwritten, in English, include the current date and signature of the player.

Once you have provided the above let us know and we'll follow up with the operator for you.

Thanks,

ThePOGG

ThePOGG
January 17, 2021

Hi thulespogg,

Have you provided the requested documentation?

Thanks,

ThePOGG

thulespogg
January 19, 2021

Hello, Yes I emailed all the required documents as described to "[email protected]" on 30/12/2020 after being asked to provide them by email by CasinoJoy on 29/12/2020. I hope we can resolve this quickly. Thanks for you time, [EDIT]

ThePOGG
January 31, 2021

Hi thulespogg,

The operator informs us that your payments have been processed. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

ThePOGG
February 7, 2021

Hi thulespogg,

Have you received your payment?

Thanks,

ThePOGG

ThePOGG
February 14, 2021

Hi thulespogg,

If we haven't heard from you by Friday the 26th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

thulespogg consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Joy
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Genesis Global Limited

December 27, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.