Casino Joy— player complaints: 12 in English

Dear Complaints Team, I am writing to request your assistance in submitting a formal complaint regarding Casino Joy. I am submitting this complaint due to Casino Joy’s failure to act on my self-exclusion request and failure to protect me after I declared gambling harm and financial vulnerability. Casino details: Casino Name: Casino Joy Operator: Dama N.V. Licence Number: OGL/2024/112/0974 ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ ▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇▇ Country: United Kingdom Complaint Summary: On 21 January 2026, I emailed Casino Joy and clearly stated: "I no longer wish to gamble and can’t afford to. Close and block account permanently." This was a clear request to permanently block my account due to financial harm and vulnerability. Later the same day, after no action was taken, I sent a further email stating: "CLOSE AND BLOCK THE ACCOUNT. I HAVE TOLD YOU I HAVE ISSUES." This was an explicit declaration of gambling problems and a direct request for permanent self-exclusion. Despite this, my account remained open and fully functional, and I was able to deposit approximately £1000 and continue gambling on 23 January 2026. My account was not immediately restricted, and no protective action was taken after I declared gambling harm and requested permanent exclusion. I received no meaningful response, and my account remained accessible during this period of vulnerability. Resolution Requested: • Refund of approximately £1000 deposited after my self-exclusion request on 21 January 2026 • Confirmation of when my self-exclusion was applied • Explanation why my account remained active after I declared gambling harm I have full supporting evidence, including email communications and deposit records, which I am happy to provide. I would be grateful if you could assist in facilitating this complaint and contacting the operator. Kind regards, ▇▇▇▇

on 16/11/2022 i’ve made withdrawal request for £4000 in casino joy.The money was never paid.When i was contacting the casino,They ask me to provide bank statement for proof of the inpaid withdrawal.After that the withdrawal money of £4000 was reversed to my casinojoy account,and was told to make new withdrawal request,and i’ve done it again.Again the casino ask me to provide bank statement for proof of the unpaid withdrawal,and i was provided.In mean time i rise internal complaint to the casino.The casino just stop responding to my emails.There is no any way to contact this casino.

Hello, i did a withdrawal request on the 13. october 2021. But till today i did not received any money.the transaction is still pending and the support tells me everytime that it will take some time. Hopefully you can help me to get my money.

Withdrawal submitted 21/10, they claim to have paid out 22/10. Its now 30/10 I still have not recieved. Endless live chat excuses and broken promises. Sent my bank statement to show evidence not recieved, no reply to that. Trustpilot reviews show its a common problem trying to get paid out. Please help!! Thankyou

Withdrawal requested in May 2020. They asked for ID verification 17/08/2020 which I sent in promptly. Have contacted via their contact form (can't seem to live chat any more, never get through to an actual human) a few times since and never get a reply. Please help!

Hello, On the 11th of December I created an account at CasinoJoy and deposited £100. After playing a bit and winning I withdrew £512.49. Since then I have not received any communication from the casino about how long it will take to process my withdrawal and they have not asked for any documents. I think this is a ridiculous time period to wait, especially as they took my money so quickly... I also similarly have withdrawals of £368.48 and £314.82 pending on Spela and Slotty, which I beleive are linked in some way as the sites appear to have the same owner. I also have not received any communications from these two sites and have similarly been waiting over 2 weeks. Please could you help me to get my money, Thanks,

Good day sir, the casino claims that I have played 1 round with 10€ bet with the bonus funds and has denied all my winnings. I have asked the casino the logs but they have denied giving them to me and now they are unresponsive.

Hi I won on casino joy on the 10th of may. I tried to withdrawal my money it went through then the next day. Then I got asked for my I’d for the verification process. I sent them the relevant documents it took 8 days to do the verification process. after they told me it would tske 72 hours. So I got a email on the 18th saying verification is done and withdrawal will be processed i am now on the 10th of june no money or account. even tho my account is verified I still can’t play when I ask the online chat they say still needs to be verified but I have a email saying it is done. And I have asked about my money on the chat and support and I keep getting told to wait or they are reviewing my payment. I just want my money I have emailed loads of times they say the manager is looking at it. And today they said it been sent to the department that can look in to this. it’s not fair never had this kind of problem before

I signed up to the website on the 22/10/2018, that evening i won £446.75 and withdrew the cash, what followed was verification e-mails, i obliged, i sent what was required at the time, I received this e-mail: "The document that was declined: Identity card: Back missing Proof of Address - Too old (should be dated within three months) Proof of Payments - Wrong digits on the back are covered (please see below guide) Fair enough so i resent the correct documentation. And recieved this e-mail: "Proof of Identity - Please provide us with a picture of yourself holding your Photographic ID. -Proof of Identity - Color copy of notarized ID/Passport/Driving Licence (chose the one applicable): The copy of your document must be certified by a notary public, who verifies the identities of everybody signing the document, witnesses the signatures, and marks the document with a stamp (or “seal”). -Proof of payment method - Credit card**** and ****: A copy of the back of the credit card used to fund your account is required. The first 6 numbers and the last 4 numbers of the long card number must be visible. Please block the remaining long card numbers and the CV2 number on the back of the card. The back of the card must be signed. - Color copy of your bank statement showing the deposits made into your account at Casino Joy  We should be able also to identify your name and the payment method used (card ending ****). I followed this by sending said documentation to receive this further e-mail: "-A notarised copy of your passport, being certified as a true copy by a notary or solicitor and having it stamped, dated and signed please. -Color copy of your bank statement showing the deposits made into your account at Casino Joy We should be able also to identify your name and the payment method used (card ending ****)." I contacted the gambling commission as i believed casinojoy were being unreasonable, email has been supplied. Due to the nature of my job i was unable to chase this for a period of time so We have received your withdrawal request of -446.75 GBP on Thu Mar 14 22:19:07 UTC 2019. Your withdrawal will be reviewed and processed within the next 48 hours, as per our withdrawal policy stated in our terms and conditions. Was the next correspondance, i recieved no reply, i followed this up in June 2019 by forwarding my documents again reluctantly (email supplied) I recieved no reply. (I resent the docs again) I recieved the following e-mail in the 04/10/2019: Thank you for contacting Casino Joy Support. For your reference, Case #02393441: "Verification docs pt 2" has been created and one of our qualified crew members will respond shortly. Thank you, Casino Joy Support Email to support: [email protected] Too this day i never received an email reply from casino joy reference this, on the 18th of december 2019 (it has been inaccessible for months at this point) i received this e-mail: We would like to inform you that your account has been temporary limited as per a standard routine check. We'll keep you updated and contact you back as soon as possible, once the check is finished. As part of our “Know Your customer” procedure in conjunction with the gaming commission, we kindly request that you provide: - ID confirmation photo: is a picture of you, the account holder, holding your ID document and a note next to your face to allow for facial confirmation of the ID document. I replied to this email on the 20th of Feb 2020 due to being overseas. Success! On the 23rd of Feb 2020 i was finally verified. Thank you for your documents. Kindly note that your account has been reopened, so you may log in and request a withdrawal of your winnings. Best Regards, I withdrew my money from the account on the 23rd of February 2020. I was given no confirmation of withdrawl and after 3 days i contacted live chat, i was told it would be escalated. I recieved an e-mail from a seperate website (casino cruise) stating i had no withdrawls with them, back to live chat to find out they had escalated to the wrong website (imagine my surprise), I was informed this would be escalated again to casino joy, i then received this email on the 29th Feb: We would like to inform you that your account has been temporary limited as per a standard routine check. We'll keep you updated and contact you back as soon as possible, once the check is finished. If you have any questions do not hesitate to contact us. Our team is happy to assist you anytime Following a further consultation with live chat i was fully verified on the 28th Feb (5 days after i had already been fully verified) and i should have a little patience. The date is now Tuesday 10th March. I am still waiting for my money. And i am coming to you as a last resort for help. Many thanks

submitted all documents and facial ID and everything they have asked for but still no withdrawal after a week and a half

Hello there. Firstly I was to say, that addiction is illness, which can come from nowhere, like a flue, need to be prevented and obviously there are laws of protection vulnerable customers from it. I would like to ask u, what now? Firstly I want to say, that best option for me is to solve this between me and Casino, but actualy Casinos complaints team was not able to respond me to my question after a month waiting. Instead of this send me another response, which is proof too.  How to start my story... I had not easy life,my dad left us when I was 4, so we were alone with mom... after depresion issue my mom died when I was 14 ... since that I was living with my grandparents, honestly I was fixed on them.Few months ago my grandpa died and I fall in hard depresions ... So i started to gamble to just "fill my head" ... ive to admit that is so easy to fall in addiction... after I deposit bunch of money and won,wanted withdrawal, we were out with friend..drinking u know... there someone stoled my phone, paradoxly we were on bear outside of casino... when I came home I noticed this and have written to support if there is something to do if I get police protocol and all documents they will need. Answer was there is nothing to do... I just accepted this and asked them to close my account where the adding question from support site was If I feel I got problem with gamble, where I responded that maybe yes. Word *Suicide* figured out there too. Everything was ok, he send me some sited for problem gamblers and upon next day when I tried to log in, message told me that due my request of self-exclusion my account was closed... In this time I was going only for 1 game -> Chilli ... only 2 sites allowed this in my local so i played on the 2nd... I Lost a lot ... I was talking on phone with VIP support from there so we were talking about my problem...word *Suicide* were pointed here aswell and he told me because of this he has to self-exclude me. Ive Lost over 34k Dollars in 1-2 months... sadly no-one asked anything about money I deposit or if my gambling is notdangerous for me. Ive Lost my job, because I became so depressed by this... I visited a lot of ppl who talked with me...   One day I was looking to my bank account ( these money was loan to reconstruction) and calculated. Find out these 2 Casinos are operated by same Operator. In Terms on the 1st one ive read that self-exclusion affects all brand under this operator (I didnt change any details, same name,adress,DOB,email,phone, Card too). Plus Casinos, as I said, has obligation to protect vulnerable customers. Ive read a lot of articles and noticed, that Operatos has already sued for failing on protection vulnerable customers and self-excluded people. So I decided to dont Let it be, asked 1st one in support chat for chat transcript before my account was self-excluded and they told me to write on complaints and they will respond me within 20 days (it was actually over month). They didnt send me script I requested but send me a text. Thank you for contacting *Casino 1* with your request. Why your *Casino 1* has been self excluded isbecause once you have a self excluded account under *Casino operator*. You held an account with us on *Casino 2* and this was closed due to a suicide case on the 26th of May. That account will not be reopened again andtherefore your account with *Casino 1* will remain close as well. This is per license regulations from the UKGC/MGA. As I said. I would like to solve this without taking the case on UKGC, because actually I know that I have right to have money refunded but have faith that Casino didnt take advantage of my problem and it was only some error. Thanks 

I joined this casino not knowing it was owned by genesis of which i had self excluded previously as i have a gambling problem I joined with all my details the only difference was the email address I wagered approx £15000 over the 19th and 20th April and found myself in a winning position of £25500 unusually for me i then pulled my self together and stopped and asked for a withdrawal I was sent an email to send in documents which i did I checked to see the details on the site to find I was blocked. I understand the blocking as now i know it is owned by Genesis however I have had no payout at all and no reply to any emails I have sent. Surely this cannot be correct that they can not payout winnings and keep all bets. I am devastated at myself but one positive is that this experience has made me seek help and stop gambling. Please help me find a solution to this problem with casino joy I cannot believe they can prosper from peoples addiction they surely have to return my deposits. Thank you in advance for any help