Currently viewing:
English in United States
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.
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.
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.
Hi Toinen2,
And you are asserting that you did not place any bets over the maximum allowed bet?
Thanks,
ThePOGG
Yes that is correct.
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
Ok thanks for the info. Should they have redunded my deposit of 200€ though?
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
Hi, no I cant confirm as I have not received that amount.
Hi Toinen2,
Please provide payment account statements for the period 11/08-11/09. You can send them to [email protected].
Thanks,
ThePOGG
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
Thank you for this, much appreciated.
Hi Toinen2,
Have you received your funds?
Thanks,
ThePOGG
No I have not
Hi Toinen2,
Have you contacted Casino Joy support?
Thanks,
ThePOGG
Yes I have, they did not reply.
Hi Toinen2,
I'm following-up on the above?
Thanks,
ThePOGG
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
Hi, issue is still ongoing and I will contact you again tomorrow.
Hi Toinen2,
I'm following-up on the above?
Thanks,
ThePOGG
Hi Toinen2,
I'm following-up on the above again?
Thanks,
ThePOGG
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
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?
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
Hi Toinen2,
I'm following-up on the above?
Thanks,
ThePOGG
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
You must be logged in to post a comment.
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:
August 30, 2020
Hi toinen2 - welcome to ThePOGG.com!
Did you place bets over the maximum allowed bet?
Thanks,
ThePOGG