Joy Casino - Pelaajan kotiutus viivästyy asiakirjaongelmien vuoksi.

I signed up with this casino at the end of May.

I deposited $300 using the 100% deposit bonus. My playing balance in slot games was about $2500, so I met the withdrawal requirements.

After completing the identity verification, I requested a withdrawal.

I was then asked for additional documents, including my pay slip and proof of bank deposit into my cryptocurrency wallet.

I submitted three months worth of pay slips.

The deposit into the virtual currency wallet was made through a private transaction, so there are no bank documents or the like.

I explained this to the casino, but they said they couldn't withdraw the money without those documents.

I am not satisfied with the fact that they are refusing to withdraw funds because they are asking for documents that I cannot provide.

I would like some help in withdrawing my money.

5月末頃にこちらのカジノに登録しました。

100％の入金ボーナスを使用して300ドル入金しました。スロットゲームで遊び残高が2500ドルほどで出金条件を満たしました。

本人確認を完了させた後に出金申請をしました。

その後追加書類として給与明細と銀行からの仮想通貨ウォレットへの入金を証明する書類を求められました。

給与明細は3ヶ月分の書類を提出しました。

仮想通貨ウォレットへの入金については相対取引を行ったため、銀行書類などはありません。

そちらをカジノ側に説明したのですが、そちらの書類が無いと出金できないと言われています。

出せない書類を求められ出金拒否されており、納得できません。

出金するために手伝ってもらいたいです。

Dear tasukun,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Joy Casino. Please understand that KYC is a crucial and essential process, during which the casino ensures 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.

Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• What documents have already been approved and verified?  
• What exact payment method did you use to submit a withdrawal? Was it the same as for making a deposit?
• Can you please explain what you meant by private transaction?  
• Do you have a bank statement to prove how you topped up your cryptocurrency wallet to deposit into the casino?

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

Best regards,

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

I only played slot games.

The license has been submitted and approved.

Both deposits and withdrawals are made in virtual currency.

A direct transaction is a cash transaction with a virtual currency exchange company, specifically, where you hand over cash on the spot and have the virtual currency transferred to you. This is a direct exchange of cash, not a transfer, and is therefore legal.

Therefore, there are no cryptocurrency-related bank statements.

スロットゲームだけをプレイしました。

免許証を提出して承認されています。

入金、出金ともに仮想通貨です。

相対取引は仮想通貨交換業者との現金取引で、具体的にはその場で現金を渡して仮想通貨を送金してもらう取引です。これは振込ではなく現金の直接的なやり取りであり、合法の取引です。

よって仮想通貨関連の銀行明細書はございません。

Dear tasukun, can you please specify the name of the virtual currency wallet you used?

Could you forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here.

Thank you in advance.

This is MetaMask wallet.

I am depositing in USDT.

I have forwarded it so please check.

メタマスクウォレットです。

usdtで入金しています。

転送したので確認お願いします。

Thank you very much, tasukun, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you tasukun for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Joy Casino for their help in resolving this complaint. We would like to know what the issue is with the verification and what we can do to help the player receive their winnings.

Thank you!

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.

Dear tasukun,

I have tried to contact the Joy Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Joy Casino. We received the following message:

Dear tasukun and forum administration!

We apologize for the long wait for a response. Unfortunately, we did not receive any notifications about this complaint.

tasukun, we sincerely regret that you encountered difficulties with account verification. This procedure is standard for all casinos, and we are doing everything necessary to make verification as easy as possible for players.

According to the latest information, we see that in order to verify your account, you needed to provide a complete chain of events from the receipt of funds to you to the replenishment of your gaming balance.

Unfortunately, we were unable to find any indication that you informed customer support that you deposited cash into the cryptocurrency exchange from which the funds were transferred to you.

Please send confirmation of your account to customer support, stating that you topped up your cryptocurrency wallet balance with cash through an exchange. Additionally, please indicate the name of the exchange and, if possible (if available), the transaction receipt.

Don't worry, this is a standard procedure, and once you provide the necessary information, your account will be verified.

Kind regards,

Joycasino

Dear tasukun,

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,
Peter
Casino.Guru