Casino Joy - refuses to pay winnings

Hi toinen2 - welcome to ThePOGG.com!

Did you place bets over the maximum allowed bet?

Thanks,

ThePOGG

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,

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

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 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