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Joy Casino - Allowed me to gamble despite an active self-exclusion, refused to answer and refund

Ruling

Found for the Player - Joy Casino has informed us that they will not cooperate with this service to manage player complaints.

Read our Joy Casino Review.

Player's Complaint

Allowed me to gamble despite an active self-exclusion, refused to answer and refund

Hey ,

I was banned for gambling problems forever without a way to unban my account! And this hapeend again on they just unban my account which is not allowed to unban !

So and it happened again with the same problem as before I just deposit all the money that I was not allowed to use. Why did they unban my account its not how it must works! Casino Refuse to refund self-excluded gambling problems they were notified and I have banned forever cuz of it!

They not answer to my email and the chat !

And again they just temporarily ban cuz of the gamblimg problem wtf its not how it works !

Your account is temporarily blocked!

Please contact support via live chat or email to find out the reason for blocking your account.

Thank you and good luck!

I want to have my deposit back! I made by tonight about 900 USD $

The casino is responsible for gaming as a policy of customer care and social responsibility.

Refund my deposit on and do not allow broke the rules not really sad

Kind regards,

User

Read the casino review

4 Responses

User icon
thepogg
October 20, 2021

Hi Egoooist - welcome to ThePOGG.com.

Unfortunately you've chosen to play with a weakly licensed operator and the reality is that the regulator does not place any restrictions on their licensees regarding what they are or are not required to do in terms of responsible gambling. The reality is that many Curacao based operators will reopen self-excluded account at request or after a short period of time.

We will contact the operator to discuss the issue, but the chances of a successful mediation are very low.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 13k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

User icon
Egoooist
October 20, 2021

I will wait for the answers that a why I did block my account as perma ban to not gamble again but as i see they just unban me

User icon
Egoooist
October 26, 2021

I have provided all evidence of unlocking an account which is a Blocked player's account (permanently due to dependency)

He mentioned addiction and the problem with excitement and asked to be blocked forever without the right to unblock.

Blocked player account (permanently), unblocked at all? As if the control of gambling addiction was created for such purposes, but in this situation it turns out that the player can break loose and unblock the account at any time :?

I can send you this proofs just let me know where I can do it

User icon
thepogg
November 14, 2021

Hi Egoooist,

Sadly this operator has informed us that they will not cooperate with the management of complaints via this service. At this juncture we have no reasonable expectation of this changing.

Sorry we could not be of further help.

ThePOGG

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Egoooist 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:

  • Joy Casino

October 19, 2021

United Kingdom country flag

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.