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Casino Joy - refuses to pay winnings

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our Casino Joy Review.

Player's Complaint

Good day sir, the casino claims that I have played 1 round with 10€ bet with the bonus funds and has denied all my winnings. I have asked the casino the logs but they have denied giving them to me and now they are unresponsive.

Read the casino review

26 Responses

User icon
ThePOGG
August 30, 2020

Hi toinen2 - welcome to ThePOGG.com!

Did you place bets over the maximum allowed bet?

Thanks,

ThePOGG

User icon
Toinen2
August 30, 2020

They claim I placed 1 bet of 10€ while the max bet is 5€, but they didnt provide logs and I have asked many times for them.

User icon
ThePOGG
August 31, 2020

Hi Toinen2,

And you are asserting that you did not place any bets over the maximum allowed bet?

Thanks,

ThePOGG

User icon
Toinen2
August 31, 2020

Yes that is correct.

User icon
ThePOGG
September 22, 2020

Hi Toinen2,

Having reviewed the play history on your account we can confirm that there was a single overbet of 10 credits while playing with a bonus. As such the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

Sorry we cannot be of more help.

ThePOGG

User icon
Toinen2
September 22, 2020

Ok thanks for the info. Should they have redunded my deposit of 200€ though?

User icon
ThePOGG
October 2, 2020

Hi Toinen2,

Our understanding is that you were paid 369.50 EUR on the 11/8 which would include the return of your deposit. Can you confirm receipt of this payment?

Thanks,

ThePOGG

User icon
Toinen2
October 3, 2020

Hi, no I cant confirm as I have not received that amount.

User icon
ThePOGG
October 4, 2020

Hi Toinen2,

Please provide payment account statements for the period 11/08-11/09. You can send them to [email protected].

Thanks,

ThePOGG

User icon
ThePOGG
October 15, 2020

Hi Toinen2,

We've reviewed this again with Casino Joy and apparently there was an error at their end. You are still due a refund of €200. You need to contact casino support to arrange for this. If you are still experiencing problems once you have done so let us know.

Thanks,

ThePOGG

User icon
Toinen2
October 15, 2020

Thank you for this, much appreciated.

User icon
ThePOGG
November 4, 2020

Hi Toinen2,

Have you received your funds?

Thanks,

ThePOGG

User icon
Toinen2
November 6, 2020

No I have not

User icon
ThePOGG
November 8, 2020

Hi Toinen2,

Have you contacted Casino Joy support?

Thanks,

ThePOGG

User icon
Toinen2
November 9, 2020

Yes I have, they did not reply.

User icon
ThePOGG
November 13, 2020

Hi Toinen2,

Please contact them again and this time CC in [email protected].

Thanks,

ThePOGG

User icon
ThePOGG
November 22, 2020

Hi Toinen2,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
November 29, 2020

Hi Toinen2,

If we haven't heard from you by Friday the 11th of December I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
Toinen2
December 10, 2020

Hi, issue is still ongoing and I will contact you again tomorrow.

User icon
ThePOGG
December 27, 2020

Hi Toinen2,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
January 3, 2021

Hi Toinen2,

I'm following-up on the above again?

Thanks,

ThePOGG

User icon
ThePOGG
January 10, 2021

Hi Toinen2,

If we haven't heard from you by Friday the 22nd of January I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

User icon
Toinen2
January 22, 2021

Hi again, sorry for the delays. I sent them an email requesting the missing money. Did I need to send that same email to you also?

User icon
ThePOGG
January 24, 2021

Hi Toinen2,

We need you to contact support while simultaneously CC'ing in [email protected]. This allows us to confirm that your email has actually gone through.

Thanks,

ThePOGG

User icon
ThePOGG
January 31, 2021

Hi Toinen2,

I'm following-up on the above?

Thanks,

ThePOGG

User icon
ThePOGG
February 7, 2021

Hi Toinen2,

If we haven't heard from you by Friday the 19th of February I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Toinen2 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

August 30, 2020

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