CasinoJoy - Player’s account has been closed without justification.

I have had a very poor experience with CasinoJoy, which is obviously a mistake.

I tried verifiying my account on their site using the third party software they use SUMSUB. It seemed to fail, I think this was due to not verifying my email first. I sent all my documents in to CasinoJoy and got the attached response back.

This is completely not true. I actually have an account saved with the KYC system Casinjoy use called 'SUMSUB'. I had signed up and played at another caisno 1 and half months ago (Using the same KYC documents) and the account was approved. See attached. This was all using SUMSUB.

I can only assume there must have been a typo on the CasinoJoy account with my account details (I checked and couldn't see one).

The casino is now attempting to steal the €380 in the account from my deposit, despite me provably not doing anything wrong.

They seem unwilling to listen or look at the evidence.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear mattysword,

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 and it might take a few working days to complete this thorough process.

• Is your account fully accessible to you at the moment?
• Does your registration information match with your identification documents?
• Could you please provide the exact date of your initial verification request?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Katarina

Hello,

Im aware KYC is important. This is why the situation is laughable given the fact I have an account with sumsub and was verified by it at a casino (with the same documents) not a month ago. I would understand this if I had never used sumsub before or if they documents were just being checked manually, but this is third party AI based biometric software. It's ridiculous.

Is your account fully accessible to you at the moment? - No it's locked

Does your registration information match with your identification documents? YEs from what I could see, of course. I don't know if I made a typo on the address as this info is hidden from the player in the back office.

Could you please provide the exact date of your initial verification request? It was like 4 days ago.

Dear mattysword,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello,

I uploaded everything previously.

The casino won't engage or look at the evidence highlighting all documents are genuine and verified at sumsub, where I have an account.

Dear mattysword

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello mattysword,

I'm Michal, and I have taken over your complaint. I have examined this case, and I will reach out to the casino to gain further insight into this issue and to determine if I can assist in any way.

We would like to invite CasinoJoy to join the conversation.

Dear CasinoJoy,

I kindly request your clarification regarding the failed status of the player’s verification process. The player had successfully completed the verification process through Sumsub at a different casino using the same documents; therefore, I am keen to understand why the verification was unsuccessful this time. If, as the player mentioned, there was an unintentional typographical error or an oversight in the submitted details, this alone should not justify withholding the player's winnings, especially if they can confirm their identity with valid documents, as seems to be the case here.

Should there be any other factors affecting the situation that cannot be disclosed publicly, please feel free to share them with me directly at michal.k@casino.guru

Hi,

We’ve received your complaint and are currently looking into the matter to understand what happened.

We’ll let you know as soon as our investigation is complete.

Best regards,

Casinojoy

Hello, 

Our verification team has confrmed that the use of edited/altered document was done as part of the KYC submission for the said player.

We hope this clarifies the case. 

Best Regards,

CasinoJoy

Dear CasinoJoy,

Please forward me any evidence that substantiates your claim to michal.k@casino.guru for an independent review.

Thank you in advance.

This is ridiculous.

My documents were verified by Sumsub at Casinonight 2 months earlier (the same documents) as attached above in this complaint.

I also signed up at Mystake Casino yesterday and used the SAME documents once again via sumsub (see attached as verified). If anything was forged, sumsub flags it and bars you by putting you on a list of 'fraudsters' it says all this on their website.

I have also attached my documents here for Casinoguru.

I can also do a video verification if I must.

Hi,

We've just emailed the player with proof of what we mentioned above.

Best regards,

CasinoJoy

You have emailed me documents belonging to another player & another casino? I have forwarded this to Casinoguru.

Nothing on the documents you have emailed in relation to this player are proof of fraud anyway saying.

Again, as above my documents that I uploaded on your site were already approved by sumsub and were approved by sumsub at Mystake after you claimed I had committed fraud?

Hello,

We've also forwarded the evidence to Michal, the Casino Guru representative.

Best regards,

CasinoJoy Team.

Thank you all for your responses and emails. I’ve replied to each of you individually and am now awaiting your feedback.

I've sent you some emails Michal.

I am confused though as all the documents sent to me from CG were for someone called 'Shirley' and had personal info on from an account in July?

No 'evidence' has been sent in relation to the 'forgery' I committed? (Despite being verified at sumsub at Casinonight & then another casino a week ago!).

I can supply a bank statement for the bank I use in Lux to be uploaded to sumsub if this helpes? I did this at casinonight in pdf and there was no issue.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Did the casino stop responding to you on email?

Hello,

We’ve replied to Michal by email and provided additional evidence to support our claim.

Best regards,

CasinoJoy team.

Again, no evidence has been sent to me? Only another players details?

I thought I might also add below, that I verified my account using sumsub at Playjonny yesterday (See attached).

That is three casinos that use sumsub that have verified in the time Casinojoy have accused me of fraud and attempted to steal my deposits, the only difference being that I also supplied a bank statement as well as my uilitly bill.

The only difference with Casinojoy Is I used a VPN. But they advertise that.

Dear CasinoJoy team,

Thank you for your email. I have responded back with some additional enquiries and am awaiting your reply.

Dear mattysword,

I have sent you an email as well.

Hello Michal,

Have just seen and responded back.

As I keep saying, I can supply my bank statement if the casino wants? I also have a post bill for my phone. Utility I have no more as in landlady name.

Hi Michal,

Thank you for your questions. We are reviewing the requested details internally and will provide an update here once everything has been verified.

Best regards,

CasinoJoy team

Dear CasinoJoy Team,

I look forward to your response and remain hopeful that we can work toward a positive resolution of this case. As mentioned in this thread and in my previous email, the player is prepared to submit further documentation to assist with the proof of address verification or any other necessary documents to complete the KYC verification, as they have successfully done in other casinos.

Happy to to this.

Hello,

Thank you for your patience and for allowing us the time to review this case thoroughly.

After a thorough review, the player’s account was closed following the outcome of the identity verification process. Our KYC provider classified the submitted proof of address as an edited or template document. In line with our Terms and Conditions, the use of altered or forged documents results in account closure and the voiding of the account balance. While we acknowledge the player’s statement that similar documents may have been accepted elsewhere, each operator conducts verification independently, and we must act in line with our KYC provider’s findings.

As such, the decision remains final.

Best regards,

CasinoJoy team

So the operator is outright committing theft.

no evidence has been provided anything has been edited, the same system (sumsub) has verified me at various other sites prior and during this complaint.

I have offered to get the utility bill noterised and have also offered to provide my bank statement if needed.

Is my only option legal now?

Thank you all for your responses.

This is certainly a bit of a nuanced case, and I would like to share my observations from a neutral, independent mediator’s perspective.

On the one hand, it is understandable that each casino applies its own KYC procedures, which may differ from those of other operators. Consequently, outcomes are not always consistent, even when similar or additional documentation is provided. In this instance, Sumsub—a widely recognised KYC provider within the industry—identified the submitted proof of address bill as an edited or template-based document. From a strict procedural standpoint, the casino is therefore within its rights to act in accordance with its established policies once such a determination is made.

On the other hand, it is also worth noting that the player demonstrated a willingness to cooperate further by offering to submit alternative proof of address and by agreeing to have the questioned electricity bill reviewed or annotated accordingly. A more open and continued dialogue throughout the KYC process could have contributed to a clearer and more transparent resolution, in line with the standards of fairness and good practice generally expected within the industry.

Dear mattysword,

To help provide some additional clarity and perhaps a potential resolution, I kindly ask that you obtain your electricity bill in an official PDF format directly from Enovous. The version you previously submitted was provided as an image rather than a PDF; this could be one of the factors why it was flagged by Sumsub. PDFs are generally considered a more reliable and verifiable format.

Obtaining the bill in PDF form should be straightforward and can typically be done either by requesting it via email or by downloading it directly from your online customer account. Please ensure that the PDF is in its original, unedited format and has not been altered in any way. Please send me the bill to my email, michal.k@casino.guru.

The casino provided no evidence to me or here in this thread that sumsub stated the bill was ‘edited or a template (whatever that means). They provided another players details however and bill from sumsub which said the bill ‘might have been edited’ but they could not confirm conclusively.

If you upload ANY bill or passport to AI (as I demonstrated earlier) it gives reasons why something MAY be edited and MAY not be.

I also uploaded proof from 3 casinos using Sumsub demonstrating my SAME document and bank statement had been verified no issue prior to this complaint and during the process.

I have stated numerous times that if casinojoy resets my sumsub (which they can do) I will upload a pdf and/or a bank statement. I have also offered to get the bill notarised.

The casino is out right refusing (as above) and is stating they are going to ATTEMPT theft and try and steal my deposits.

Dear mattysword,

I understand some of your points; however, as I mentioned above, Sumsub is a widely recognised KYC provider within the industry and numerous online entities (not only online casinos) are cooperating with them. Sumsub, as the specialists in their branch, identified the submitted proof of address bill as an edited or template-based document. Consequently, from a strict procedural standpoint, the casino is therefore within its rights to act in accordance with its established policies once such a determination is made. Each casino applies its own KYC procedures, which may differ from those of other operators. As a result, outcomes may vary, even when similar or additional documentation is submitted. Unfortunately, to the best of my current knowledge, there is no legal obligation requiring the operator to restart or "reset" the KYC process in this case.

That said, in the interest of fairness and good practice—which we expect from casinos—we would very much welcome it if the CasinoJoy team could allow one additional KYC attempt and consider any supplementary documents provided.

To help support this possibility, I kindly asked you to submit the bill in PDF format. As mentioned earlier, PDFs are generally regarded as a more reliable and easily verifiable form of documentation.

Providing the document in PDF format would help reinforce the credibility of your position, whereas declining the request may, unfortunately, leave room for uncertainty.

What you’re saying isn’t accurate here though.

No evidence of my utility bill being edited or templated or forged has been supplied by the casino. They supplied screenshots from the back office of sumsub from another player. In the screenshots Sumsub merely suggested that bill ‘might be modified’. It didn’t say anything definitive. I’ve provided evidence of AI doing this as a matter of course with my screenshots from various A.I platforms. I assume sumsub with this casino said the same thing about my utility bill. Again, this would not be definitive in anyway of modified or templated documents. Or it would say that.

Again, The exact same utility bill has been verified by SUMSUB at other casinos during this complaint!!! They are using the same KYC system, so the argument about using different KYC systems makes no logical sense.

I have offered to provide the document in pdf and/or noterised. I have done this from the start and am still fine to do this and provide bank statement pdf (all previously verified at sumsub)

The casino has not communicated since their last message. If they request the documents or reopen Sumsub I’m more than happy.

Dear mattysword,

Thank you for your response. As I mentioned, to continue supporting you, please forward me the electricity bill in PDF format. You can also forward me the bank statement.

I'm looking forward to your email with the evidence.

Dear mattysword,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi Michal,

Sorry I missed this over christmas.

As per my last message -

'The casino has not communicated since their last message. If they request the documents or reopen Sumsub I’m more than happy.'

Have they requested these? If not I don't understand why I am sending as it's just you and I communicating now.

Dear mattysword,

I appreciate your response; however, the request for the bill in PDF format was intended to clarify how this case might ultimately be resolved/closed.

Should you choose not to comply with this request, I will have to consider this case as rejected, as strictly technically speaking, the casino team has adhered to their terms and conditions, and your verification has not been successful. You have not provided reliable proof that the bill is genuine and not a template, as Sumsub has flagged it.

Conversely, if you can provide an original, authentic PDF that verifies the bill you submitted is indeed a legitimate document in your name, I will agree that the casino team has not acted entirely fairly. In that case, the matter will be closed as unresolved, which could adversely impact their safety index rating and serve as a cautionary note to other players regarding their practices.

It's up to you how you want to proceed; just let me know.

Dear mattysword,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru

We’ve reopened this complaint at the request of mattysword. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Great. I think CasinoJoy need to be the ones responding though. I sent you the video Michael over a week ago of the account being opened, verified at their sister site 'Jettbet' using sumsub with all my documents being uploaded, PDF and posted.

Like I said would happen if they had reset sumsub.

Dear mattysword,

Thank you for sharing the information and evidence that confirms your successful completion of the KYC verification through Sumsub on the CasinoJoy sister site.

Dear CasinoJoy Team,

As I have previously mentioned, and as you may already be aware, the player has successfully passed KYC verification on your sister site, using (according to the player) documents that were identical. This process was also conducted through Sumsub, and it raises valid concerns regarding your approach in this matter.

With this in consideration, it appears that a reasonable next step would be to allow the player to go through the KYC verification process once again.

I would appreciate your insights on this matter.

Thank you.

I have forwarded this all to them as well

Hello,

Thank you for your message.

We have reviewed the case internally with our support and KYC teams. The documents submitted by the player during verification were not identical. Specifically, the utility document provided was issued by a different service provider than the one referenced by the player.

Based on this, the information stating that identical documents were used to successfully complete verification is not accurate. The verification outcome on our side is therefore consistent with our KYC requirements and the assessment of our third-party provider.

Best regards,

CasinoJoy team

The service provider is the same. I explained this above. You can also find this by Googling. The back office of my account are now handled by their subsidiary Leo, not enovos. It’s just simply updated the end user account login.

Lol I’m literally verified at your sister jettbet using the same third party KYC provider Sumsub. Jettbet is sending me promotions daily.

The previous reason for closing the account and trying to steal my funds was also that the documents were forged? You provided no evidence of this. You sent me screenshots of someone other players back office and the explanation sumsub gave for that player was ‘possible forgery’. Not even definitive. I assume mine was the same?

I have proven now definitively, with your same company, using the same third party KYC provider (sumsub) my details are verified. I’ve also been verified at another 3 casinos in this time who use sumsub (all of which I have provided evidence of).

This is simply attempted theft.

The casino has started to engage with me on email.

See attached. So I am now able to login (All my cash balance is still missing). I have attempted to upload both the original proof of address (With the updated Leo branding on). But I get told its too old (Over 3 months). so I have tried to upload a more recent bill both PDF and posted. But when you get to the section to select the country you get the attached system error.

I have emailed the caisno but not sure they understand?

Logged into the account at Jettbet. Sumsub had been reset there also. So Uploaded the same proof of address I had previously, didn't glitch on the country and again Profile Verified, no issue. See all attached.

Help...

Dear mattysword,

Thank you for the update. I'm glad there was at least some progress made, although it's far from ideal yet.

Dear CasinoJoy,

Could you please clarify the issue the player is experiencing when attempting to insert their address? Additionally, how can we facilitate the process for the player to provide all necessary information and evidence for verification?

I’m not sure if there is something getting lost in translation here with casinojoy. I have let them know everything and they keep sending the attached email. I have also asked them to come here to discuss.

I have tried uploading both the posted bill and the pdf bill. However when I go to insert ‘Luxembourg’ as the country I get the same system error. This did not happen yesterday with Jettbet after sumsub had reset the verification there also. However it would not accept the pdf bill I had originally sent as it said it was ‘too old’ but did accept the new bill both posted and pdf which is when it verified me for a second time.

Given the fact Casinojoy reset sumsub and this also reset jettbets sumsub, and the fact they are run by the same company could Casinojoy not just move my balance to jettbet and I will play there? As I have been verified their via Sumsub twice now but Casinojoy there seems to be a glitch.

Thanks

I have directed the casino respond here and sent them all the attached (Also copied in you to the email Michal).

The responded with the same copy and paste response and are now emailing me promotions.

However I am having the same issues with sumsub. It appears to be a technical glitch when you put in the country.

Again, I am verified on Jettbet as of two days ago (For the second time) with the same document. I have also attached details of a forged check on the document.

Hello,

Thank you for the detailed follow-up.

To clarify the situation for transparency: the account was temporarily reopened in a restricted state solely to allow the player to re-submit verification documents. All gameplay, deposits, and withdrawals remain disabled until verification is successfully completed, in line with our KYC obligations.

Our KYC and compliance teams have reviewed the submitted documents multiple times. The documents provided were flagged by the verification system due to inconsistencies and technical indicators (including detection of document modification). For this reason, we have requested that the proof of address be uploaded in its original PDF format, directly issued by the service provider, and meeting the validity requirements.

At this time, our records show that a valid PDF document has not yet been successfully uploaded to the CasinoJoy account. The player still has remaining attempts to submit the required document in the correct format.

Verification outcomes on other platforms or brands are assessed independently and do not automatically apply across accounts. Each account must meet verification requirements on its own.

Regarding the reported country-selection issue: the address fields are locked once registration is completed, and no country selection is required at this stage. Only the upload of the correct document to the already registered address is needed.

Best regards,

CasinoJoy team

The response from the casino representative is ignoring the screenshots. You can see after you’ve uploaded the pdf of the bill or the posted bill when you hit ‘Next’ it fills in your city and address automatically but makes you select the country. Every-time I select ‘Luxembourg’ I get the system error message. I have not been able to submit any proof of address at Casino Joy because of this. Hence why I have emailed everything and ccd in Michal.

‘Verification outcomes on other platforms or brands are assessed independently and do not automatically apply across accounts. Each account must meet verification requirements on its own’

This might be the statement of the representative but reality doesn’t support this. Both CasinoJoy and Jettbet are run by the same company. After being successfully verified at Jettbet and sending this evidence here Casinojoy reset my sumsub. This then reset sumsub at Jettbet (as the two casinos are linked). The Jettbet sumsub did not have the glitch when selecting the country. So I was able to upload my pdf and posted bill no issue and the Jettbet account was successfully verified (all supported by screenshots yesterday). Furthermore all Ts and Cs across all brands are identical.

So I am unclear why my balance can not just be sent to Jettbet and I play there, if Casinojoy cannot resolve this sumsub issue.

This is what happens no matter what I do. Perhaps the casino can just upload the documents I have emailed to them and Casinoguru directly to the sumsub on this account or email it to the sumsub team as they have contact in the back office. Or move the balance to jettbet. Every proof of address I have emailed has been verified by sumsub at Jettbet twice now. I don't have anything else ontop of the proof of address posted and pdf and the bank statement I have sent.

Or could we change the address to my UK one?

Dear mattysword,

I would like to confirm that I have successfully received the documents you sent to the CasinoJoy team, and I am able to open them. Therefore, I trust that the CasinoJoy team can access them as well.

Dear CasinoJoy team,

I understand that the preferred method is to upload the documents through the player's account; however, it appears there is a technical problem. Could you please verify if you have also received the player documents via email? Additionally, can you please address the player's questions?

No response to my email from Casinojoy. I have just reminded them to respond here.

Same issue on Casinojoy sumsub.

Works fine and still verified at Jettbet. Still getting promo emails from them and getting promo emails from Casino Joy promoting other sites in their brand (see attached).

See their response.

Same copy and paste as before. Ignoring the email I sent with everything attached (all approved at Jettbet, twice).

Ignoring the fact Sumsub isn't working. Ive attached my response.

Hello,

Thank you for your patience while this matter was under review.

As previously explained, the verification system initially flagged the submitted documentation in line with its automated security checks. In accordance with our compliance procedures, such cases require additional assessment.

Following a further internal review, the verification has now been approved manually and the account restrictions have been lifted. The previously deducted balance is being restored accordingly.

All verification processes are conducted in line with regulatory and security requirements to ensure the integrity of the platform.

If you have any further questions, our support team remains available.

Best regards,

CasinoJoy team

Hi,

Thank you for finally working with us.

Few issues. Only half the balance has been restored (See screenshot. Should be over £600 in there).

Also there are restrictions on that account, so I cannot do anything. Meaning I cannot bet or get the sports betting history as I bet on this.

Hello Matthew,

The restored balance reflects the amount that was present on the account at the time it was restricted, which was €381, and this has now been returned accordingly.

Regarding the reported restrictions, the account has already been fully reactivated. Please try logging out and back in to refresh the session. If you are still experiencing any limitations after doing so, please contact our support team directly so we can check this immediately.

We’re glad this matter has now been resolved and appreciate your cooperation throughout.

Best regards,

CasinoJoy team

Dear All,

I’m pleased that we were finally able to properly address the situation and clarify the discrepancy related to the player’s verification, leading to the player’s ability to successfully pass the KYC verification. Although the process took longer than initially anticipated, I’m glad that a positive resolution has been achieved.

Dear mattysword,

As confirmed by the casino, the restored balance reflects the amount that was available in your account at the time it was restricted, which was €381. I hope you will now be able to fully enjoy all the features of your casino account without any further issues.

Please let me know if I may consider this case resolved or if you need assistance with anything else.

Dear mattysword,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks Michal.

Account all good now and able to bet and play.

Thanks for not giving up on this complaint for me.

Happy to play at the casino now.

Dear mattysword,

Thank you for your reply. From what I gather, your verification has been completed successfully, you have received your earlier winnings, and you are able to continue playing at the casino as usual; therefore, this issue has been addressed. I will now move forward to mark this case as 'resolved' in our system.

I am glad that our involvement played an important role in resolving the situation. I would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you might know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru