CasinoJoy - Udbetalingen af spillerens gevinster er blevet forsinket.

Hello dear team,

Today it’s about Casino Joy.

I deposited €100 on June 17, 2025 and received a bonus.

I had fully implemented this on June 19th and had a profit of about €1700 at that time.

A button appeared stating that the bonus had been wagered.

Unfortunately, you can apparently only withdraw €1000 from this type of bonus.

So the amount was automatically set to €1000, which I found really unfair.

It wasn't mentioned in the email about the bonus offer either.

I thought to myself: Okay, then I'll pay out €1,000.

However, I could only withdraw a maximum amount of €500.

The chat later told me that only 500€ would be paid out initially.

I then fully verified my account and waited.

nothing happened.

I then contacted customer support via chat on June 22nd.

There they told me that I should verify myself further.

Apparently I received an email, which of course isn't true.

I have never received an email from this casino.

Communication takes place exclusively via live chat, which is awful anyway because new things are constantly being said.

So they wanted a screenshot of my payout account with IBAN, BIC and address of the recipient and a photo of the credit card I used to deposit.

I sent this by email to: kyc@casinojoy.com

Nothing happened again.

On June 25, 2025, the second request came via live chat. This time, they wanted a different document:

There I was put off and the lady from support said I had to wait.

She herself allegedly had no access to the status of my case.

So I waited until June 29th, then the third request in the live character.

There I was again informed that I had supposedly received another email from the finance department, which is of course nonsense.

She said I should send more documents:

A screenshot of my bank with the IBAN and another screenshot of another credit card that I used for my very first deposit.

with the usual hidden numbers etc.

I sent that too.

To date, I have received no response, neither via email nor with the start of the payout.

Now I'm fed up with being constantly put off and am turning to you to ask if you can help, as you have better contacts than I do with individual players.

Therefore, I am filing a complaint against Casino Joy.com( io)

I will send some files in the attachment and have saved all the live chat transcripts via email in case you need them.

thank you very much in advance

kind regards

Hallo liebes Team,

Heute geht es um das Casino Joy.

Ich habe am 17.6.25 100€ eingezahlt und einen Bonus erhalten.

Diesen hatte ich am 19.6. vollständig umgesetzt und hatte einen Gewinn von ca.1700€ zu dem Zeitpunkt.

es erschien ein Button, der besagte das der Bonus umgesetzt ist.

leider kann man angeblich nur 1000€ auszahlen aus dieser Art von Bonus.

also wurde mir automatisch die Summe auf 1000€ gesetzt, was ich schon echt Mega unfair fand.

Es stand auch bei dem Bonusangebot nicht in der Mail.

Ich dachte mir: Gut dann zahle ich 1000€ aus.

Ich konnte aber nur 500€ Höchstbetrag auszahlen.

Der Chat sagte mir dann später, das erstmal nur 500€ ausgezahlt werden.

Ich hatte dann mein Konto vollständig verifiziert und wartete.

nichts passierte.

Ich wandte mich dann am 22.6. an den Kundensupport im Chat.

dort sagte man mir, das ich mich weiter verifizieren soll.

Angeblich hatte ich eine Email erhalten, was natürlich nicht wahr ist.

Ich habe niemals von diesem Casino eine Email erhalten.

Die Kommunikation besteht ausschließlich über den Live Chat, der eh unterirdisch ist, weil ständig neue Sachen erzählt werden.

Also sie wollten ein Screenshot von meinem Auszahlungskonto mit IBAN , BIC und Adresse des Empfängers und ein Foto meiner Kreditkarte mit der ich eingezahlt habe.

Dies schickte ich per Email an : kyc@casinojoy.com

Es passierte wieder nichts.

Am 25.6.25 dann die 2. Anfrage im Live Chat. Diesmal wollten sie wieder ein anderes Dokument haben:

Dort wurde ich dann vertröstet und die Dame vom Support sagte ich muss warten.

sie selbst hätte angeblich keinen Zugirff auf den Starus meiner Angelegenheit .

ich wartete also bis zum 29.6. dann die 3. Anfeage im Live Char.

dort wurde mir wieder mitgeteilt, das ich wieder angeblich eine Email der Finanzabteilung bekommen habe, was natürlich Unsinn ist.

Sie sagte ich soll noch weitere Dokumente schicken:

Ein Screenshot meiner Bank mit der IBAN und einen weiteren Screenshot einer anderen Kreditkarte, die ich damals mal bei meiner allerersten Einzahlung getätigt habe.

mit den üblichen verdeckten Ziffern usw.

Auch das habe ich gesendet.

Bis zum heutigen Tag keinerlei Reaktion weder per Email noch mit dem Beginn der Auszahlung an mich.

nun hatte ich es satt mich ständig vertrösten zu lassen und wende mich jetzt an sie, mit der Frage ob sie da weiterhelfen können, denn sie haben ja bessere Kontakte als ich einzelner Spieler.

Deshalb reiche ich hier eine Beschwerde ein gegen das Casino Joy.com( io)

Ich werde im Anhang einige Dateien schicken und habe alle LiveChat-Transkripte per Email gespeichert falls sie diese benötigen.

vielen Dank erstmal im Voraus

freundliche Grüsse

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello dear team,

Unfortunately, nothing has happened to date.

There is no response to my email and no one is currently active in the chat.

and no payout was made either.

The current balance of my account at Casino Joy is unchanged

Best regards

G****

Hallo liebes Team,

leider hat sich auch bis heute nichts getan.

weder wird auf meine Email geantwortet noch ist jemand im Chat gerade aktiv.

und eine Auszahlung wurde auch nicht vorgenommen.

der heutige Stand meines Kontos bei Casino Joy ist unverändert

liebe Grüsse

G****

Did you receive my answer?

because I don't see any message from me here.

Haben sie meine Antwort erhalten?

weil ich hier keine Meldung sehe von mir.

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you received any updates regarding the verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

Hello Dominika,

I have sent you all the transcripts from the chat and all the emails from my side.

Unfortunately, I never received an email from this casino.

I look forward to hearing from you and finding out how you might be able to help me.

kind regards

G****

Hallo dominika,

ich habe Ihnen alle Transkripte vom Chat und alle Emails von meiner Seite gesendet.

leider habe ich nie eine Email von diesem Casino erhalten.

ich freue mich von Ihnen zu hören um zu erfahren, wie sie mir da vielleicht weiterhelfen könnten.

freundliche Grüße

G****

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin (martin.l@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 Primus.011, I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. I would also like to invite the CasinoJoy representative to enter the discussion

Dear casino representative, could you please check the case and explain to us what happened?

What's causing the delay with the verification process? Is there an issue with the documents Primus.011 provided? If so, can you give us pointers on how to proceed?

Alternatively, is there a different matter that is affecting the payout process? Are there any payment provider issues, processing delays or something completely unrelated?

Lastly, can you tell us which bonus has been used by the player?

Thank you in advance for your time.

Hello Martin,

Recently I received the first email ever from Casino Joy in which I was asked to upload a bank statement from my main bank.

I did that and wrote them an email saying that the payout should finally begin.

greetings

G****

Hallo Martin,

gedrern bekam ich die 1. Email überhaupt von Casino Joy in dem ich gebeten wurde noch eine Komtoauszug von meiner Hausbank hochzuladen.

das habe ich getan und denen eine Email geschrieben, das nun endlich mit der Auszahlung begonnen werden müsste.

grüsse

G****

Hello Primus.011,

thank you for letting me know. In case there are any new developments or you require any help with the verification process, please let me know here or at martin.l@casino.guru.

Hello dear gurus,

I would like to inform you that Casino Joy verified my account yesterday and the first €500 was paid out.

I immediately requested the next payout of €500.

Let's see how long this takes.

I'll keep you updated.

greetings

Halo liebe Guru‘s,

ich möchte euch mitteilen, das Casino joy gestern mein Konto verifiziert hat und die ersten 500€ ausgezahlt wurden.

ich habe gleich die nächste Auszahlung von 500€ angefordert.

mal sehen wie lange das nun dauert.

ich halte euch auf dem Laufenden.

grüsse

Hello Primus.011,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now. Please keep us updated on any new developments.

Hello dear Guru team,

The second payout was also processed and paid out.

This solves the problem with Casino Joy.

Still, I wouldn't advise anyone to play there.

I will avoid this casino.

thank you very much for the help.

You can see again and again how casinos "move" when the gurus get behind them.

greetings

G****

Hallo liebes Guru-Team,

auch die 2. Auszahlung wurde bearbeitet und ausgezahlt.

somit ist das Problem mit dem Casino Joy behoben.

dennoch würde ich keinem raten dort zu spielen.

ich werde dieses Casino meiden.

vielen Dank für die Hilfe.

Man sieht immer wieder wie Casinos sich „bewegen" wenn die Gurus sich dahinter klemmen.

grüsse

G****

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Primus.011,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martin