Casino Joy - Player’s struggling to complete the account verification.

i won £27.00 so decided to withdraw. they requested document I.D. so i sent photo of my passport also a photo of bill with name and address on and also photo proof of my bank card that was being used for deposits. then they messaged me saying they wanted photo proof of my old bank card that was not being used or in use anymore, as bank stopped it to possible fraud, someone maybe used it, i emailed them explain the card had been destroyed due to possible fraud. they replied contact your bank to get the card details. i replied saying how can i send photo proof of a card that does not exist. I would assume the proof of 3 things would be enough, surely. still would not give me my money, so i told them close my account down and keep my winnings as i was so disappointed and upset. they replies account closed and welcome back anytime. i spent my time playing as ill with cancer, takes my mind else were. i am truly disgusted in casino joy, for the way they handled this.

Dear gyp3131,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi. Thank you for your reply. Yes I uploaded my passport along with my bank card that I used to make the deposit that I won my winnings on. I have used this cards and only this card on all my deposits the last couple or few months now. I also uploaded a rent bill letter with my name and address on.

Dear gyp3131,

Is there any relevant communication that you could forward to me (petronela.k@casino.guru) before we'll contact the casino?

Much appreciated for your assistance. I have sent 4 emails to the email address you supplied. I hope you have received them. I had to do it as 4 separate emails. I hope that is ok.

Thank you very much, gyp3131, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Very much appreciated, Petronela.

Hello gyp3131,

I looked at your complaint and will do my best to help you. I would like to invite Casino Joy into this conversation. Dear Casino, can you specify where is the problem with the player’s verification process, please?

Much appreciated, Viliam.

Hi gyp3131,

Kindly note that we had sent you an e-mail on the 29th of December 2021 regarding missing documentation. At your convenience can you kindly provide the missing document in order for us to resolve the case and process the Withdrawal accordingly please ?

Should you have any queries do not hesitate to contact us.

Regards,

Casino Joy Team

Hello. Without coming across as rude you are basically repeating what you have previously said, knowing that is not a option, as I already explained in the previous emails, so you are just delaying in a sense.

Hi gyp3131, 

Kindly note that our Verification Department require proof of card since it was used multiple time to deposit on your Casino Account. You can request a bank statement of the card in question or request your bank to send you an official document which stated that the card was cancelled and has been replaced with your new card. Please note document must be sign and stamped from your bank. At your convenience kindly provide documentation so we can resolve case accordingly. 

Regards,

Casino Joy Team

I supplied 3 lots of identity. Passport bill with name and address and the bank card that was being used for all recent purchases. Am I not right in saying that 3 lots of I.D. is needed for verification? Which I supplied. Yet you still want a old bank card that is not and was not in use for a good while.

Dear gyp3131,

in order to verify your account you need to follow the Casino's instructions. Please, request a bank statement from your bank and let me know about your progress.

Thank you for your cooperation.

I will ask bank over next few days.

Dear gyp3131,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with the further investigation or suggest possible solutions.