The player from the UK had his withdrawal delayed due to incomplete account verification. The player used the 3rd party payment method, which is against the casino's T&Cs therefore we were forced to close the complaint.
Casino Joy - Player’s withdrawal has been delayed.
Amount: €30
Casino Joy
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Tried to withdraw but needed to upload docs which was fair enough. Got an email to say this would take 48 - 72 hours.I have now been waiting 7 days ! All attempts to contact by email are met with a standard reply ie "For your reference, Case #03603826: "Re: Casino Joy Case # 03603675: Re: Casino Joy Case # 03598248: Re: Verify Your Account at Casino Joy" has been created and one of our qualified crew members will respond shortly." and then you hear nothing !!! Every time I contact them I just get another case number. Disgusting. I have reported them to the Gambling Commission.
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4 years ago
Dear Janet,
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. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings.
If you’ve provided all the required document in a sufficient quality and all the data is correct, there should be no reason for the casino to delay your withdrawal. I would suggest you to wait for a few more days (for example 7) and if your account isn’t verified within a week we will try our best to help you. In the meantime, I would like to ask you to keep me informed and let me know if there is anything new regarding your case.
Looking forward to hearing from you.
Best regards,
Kristina
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4 years ago
I understand that you need further verification of doc's. How come it took so long, much much longer than the 48 - 72 hours you stated !! I do without doubt have full consent to use this paypal account !
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4 years ago
I completely understand your frustration and I believe, that the casino should always provide truthful information. Before we move further with this case, could you please confirm, that your account still hasn't been verified?
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4 years ago
Please understand, I don't work for Casino Joy, but for Casino Guru which operates as an independent service. I checked the casino's General T&Cs and I found this:
"8.5. In relation to deposits and withdrawals of funds into and from Your Account, you shall only use such credit cards and other financial instruments that are valid and lawfully belong to you."
If you wish to close your account, I would recommend you contacting the casino directly (support@casinojoy.com), as this is the fastest way to do it.
