Joy Casino - Player's deposit is delayed.

I made a deposit via bank transfer at JOYcasino. It has already been a week, but there is no reflection of it in my account. I've been inquiring, but the excuses about the payment processor's update failure are just nonsensical. In the meantime, I tried a 1000 yen bank transfer, and it was reflected immediately.

300,000 yen is still unresolved.

Dear peyang2, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes approximately one month. In these cases, the casino usually has its hands tied. 

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding. 

Best regards, 

Veronika

Where can I find the contact details of my payment provider? Will the casino site give them to me?

If you deposited via bank transfer, the payment provider is your bank. Therefore, I suggest you contact your bank and ask them, if the transaction was successful and if the money reached the recipient's account.

I will wait a week and respond as soon as possible. I'm sorry for making you feel so uncomfortable. I'll contact you as soon as the payment is complete. I got the same answer for a week, and my payment was rejected just now.

It's funny

After that, I was told to wait for the 300,000 yen deposit for over a week, and then I was informed that the deposit had been cancelled.

If that's the case, I'll ask the bank I used to transfer the money to refund it as soon as possible, but they'll contact me and say it was rejected.

Please contact the casino to confirm

This is a casino site that steals people's money without any hesitation.

Do you have any emails or chat transcripts between you and the casino regarding your lost deposit? If you do, please forward them to me at veronika.l@casino.guru.

Also, forward me all the communication between you and the bank.

Another thing I will need from you is your deposit payslip showing that you sent the money to the casino, and the screenshot of your transaction history in your casino profile.

Thank you in advance.

Dear Veronika,

I sent the details to the address you posted the other day. Please respond.

I made a deposit on August 3, and then system maintenance on August 9. I had to wait because there was no reply from my provider to my inquiries, and it was difficult to transfer money from Japan, so for some reason, it was canceled at JOY Casino's discretion.

After that, I was told to contact the sender of the transfer to get the refund, and the sender of the transfer refunded the money.

Unreasonably, the transfer destination canceled the order.

Even though Joy said that refunds were not possible,

Then, I was told that they would check it and I had to wait for three days.

Theft is also serious.

Thank you very much, peyang2, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello peyang2,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Joy Casino to join the conversation.

Dear Joy Casino,  

I would appreciate it if you could clarify the reason behind the player's deposit not appearing in their casino account. I understand there may be complications with payment transfers for players from Japan; could you also explain why the deposit has not yet been returned to the player's bank?

I made a 300,000 yen deposit on August 9th, but it's been a week since then and the deposit has still not been reflected.

Then on August 14th, Joy Casino

I received an email saying that the cancellation was forced and that they would deal with it as soon as possible.

They said they would refund me from August 14th, but I have screenshots of the transfer and confirmation of contact, and I still haven't received the refund.

In addition, I received a phone call and was asked which provider I wanted to use to receive the free spins, but I had to deposit more than $300. Are you an idiot?

Don't say "free"

I got the refund today

Great news, peyang2. I am pleased to hear that you have finally received the refund.

Is there anything else I can assist you with, or can I consider your complaint resolved?

The result is obvious

The problem was the passage

I deposited money but it hasn't been deposited for over a week

After that, it was forcibly cancelled.

No refunds for more than 10 days after forced cancellation

I couldn't trust the customer service at all.

The refund did not improve JOY Casino's rating.

Refunds are a natural outcome

Thank you Michel for your support

Dear peyang2,

I understand your point and I acknowledge the inconvenience you have experienced with the situation. However, it is important to note that the problem occurred with the payment provider, and unfortunately, the casino team had little control over the matter since they had not received the funds. Joy Casino operates on an international level, which means that the availability and variety of payment methods are not solely managed by the casino itself. They rely on third-party payment providers, and various factors such as licensing regulations, geographical location, contractual agreements with payment providers, and banking restrictions play a significant role in these matters. Occasionally, unexpected payment issues may arise, and these are beyond the direct control of the casino. The casino team must work with the third-party service to investigate and resolve the problem, a process that can be time-consuming.

I trust you will agree with me that despite the time it took, the main thing is that the missing deposit was returned back to you. We are pleased that we were able to help you.

Is there anything further I can help you with, or may I regard your complaint as resolved?

thank you

I understood it all too

That's because I love casinos.

All solved

Dear peyang2,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: Rate Casino Guru (trustpilot.com) Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru