Joy Casino - Player’s struggling to withdraw his winnings.

They won't withdraw money for some reason. Even though it's $36. It was eventually frozen. It's a f*****g casino.

Dear ponta0807171,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Dear ponta0807171,

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.

No duplicate accounts.

About 5 days after submitting the identity verification documents, I received an email saying that it was frozen.

By the way, even the first $500 cannot be withdrawn.

I understood that your account was frozen as you haven't completed the account verification, is that correct?

Dear ponta0807171,

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.

I was suddenly frozen while checking my account. They won't even tell you why.

Thank you very much, ponta0807171, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello ponta0807171,

I have reviewed your case and will contact the casino to see if I can help. If your documents are still being checked for verification purposes, it could be that this is the reason for freezing your account, but we will ask the casino to clarify the situation.

We would like to invite Joy Casino to join the conversation and participate in the resolution of this complaint.

Dear Joy Casino,

Can you please provide an update on the status of the player's verification/account?

Kind regards,

Adam

I don't understand why my account is frozen.

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.

thank you!

Dear ponta0807171,

There has still been no response from the casino, but we are going to allow one more week for a reply in the hope that we can resolve this complaint. I am also going to try to reach the casino via Skype.

Please let me know if there are any developments in the meantime.

Kind regards,

Adam

thank you

Dear ponta0807171,

I have made contact with the casino via Skype and they have informed me that the account was blocked due to being registered to a third party that is not the actual owner.

I have asked the casino to supply supporting evidence of this, but are you able to provide any information regarding the details used to register the account? Did you use your own, correct details?

Kind regards,

Adam

I submitted my identity verification documents and proof of whereabouts.

Dear ponta0807171,

I have been discussing your case with the casino, and I would like to ask if you could please send me the same documents that you provided to the casino.

They can be sent directly to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

Dear ponta0807171,

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.

Dear ponta0807171,

As we have had no further response from you, this complaint will now be rejected as mentioned previously.

It can be reopened at any time.

Kind regards,

Adam