HomeComplaintsJoy Casino - The player's requesting a refund of his deposit.

Joy Casino - The player's requesting a refund of his deposit.

Amount: €653

Joy Casino
Safety Index:High
Submitted: 09 Jun 2023 | Resolved : 19 Jun 2023
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 year ago

The player's requesting a refund of his deposit as he was supposed to be self excluded. The complaint was rejected as the player had no account in the casino when requested for self exclusion.

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1 year ago
Translation

A year ago I asked for a permanent ban for that casino and I asked one of their sister casinos for a 12 month ban in December 2022 and said that the ban should also be put on the sister casinos. However, I was able to deposit on 7.6. 653 euros and I lost everything. I would like the money back. I already asked the casino directly about it and they don't want to give the money back. Their sister casino, Energycasino, is blocked as per my request, but I was able to register and deposit at Joycasino.

Automatic translation:
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1 year ago

Dear Akkeberon,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Joy Casino.

Unfortunately, there isn’t written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. Could you please advise if you have requested a self-exclusion from Joy Casino directly? Did you have an account when you requested to close it in your e-mail?

Looking forward to hearing from you.

Best regards,

Nick

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1 year ago
Translation

I have requested the closure directly from Joycasino. I didn't have an account at the time I requested closure, but I asked in my email to prevent future registrations.

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1 year ago

Hello Akkeberon,

Unfortunately, self-exclusion does not work like that. The casino had no way to exclude you if you had no account there. Please keep in mind that such exclusion will never be valid (depending on license of the casino).

I'm sorry but in this case the casino has no obligate towards you.

Is there anything else we can assist you with? If not, the complaint will be closed.

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1 year ago
Translation

Okay, thanks anyway! Can't help otherwise.

Automatic translation:
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1 year ago

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

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