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I requested a withdrawal of £649 on 25 June 2021. I had made over £1000 deposits on 25 June 2021 from my debit card via my daughter's PayPal account. I was unaware that I should not have used that method, I thought it would be okay as I was using my own account to deposit on Casino Joy.

I won back £649 and requested the withdrawal.

I have sent dozens and dozens of emails to their document dept, support dept and complaints dept. All they keep doing is send out the same standard letter and keep requesting the same verification documents from me. I have sent them every document they have requested more than once. I have emailed them and uploaded them onto their site. My daughter has sent a signed declaration confirming she allowed me to use her Paypal and I have sent the details of my deposits showing they are from my card. I am extremely angry and frustrated with this whole affair and in my last email two days again I asked them to either pay out my winnings or alternatively, refund all the deposit monies made to Casino Joy on 25 June back to the PayPal account. They can then close the account as I would not want to play on their site again. As usual they have not responded and I am now considering all options to act against this disgraceful company. I have never experienced such a lack of any customer service with an online slots company. Other companies have always been very good and have good reputations but this one is just awful and I would warn people to beware Genesis Global and play with other more reputable casino companies.

Dear Linda,

Please note that if we won't get any respond within the next 7 days, the complaint will be rejected.

Yes but customer service was very unhelpful requesting same docs several times. All docs were com formed and verified on 26 July 2021 and yet still no sign of paying out withdrawal request of 25 June 2021. I explained I did not think there would be a problem using my daughters PayPal as my card was listed on it and that was the one used . My daughter confirmed her approval and I sent proof that my card details were used for the deposits. It is now the 6th week and still no payout or helpful replies to my emails.

All I want is for Casino joy to payout my withdrawal requests totalling £649 on 25 June 2021 or alternatively refund all the deposits made to Casino Joy on 25 June back to the said PayPal account.

they were quick enough to take my money but sloth like in trying to conclude this matter. All deposits have been proven to come from my own debit card. I am fed up with getting nowhere with this company and I find their customer service lacking any genuine care.

Thank you Linda for providing additional information. I would like to ask Casino Joy to join us and help us resolve the player's issue.

Dear Linda,

We have checked your account and we are happy to inform you that your withdrawal has been paid out on the 5/08/2021 and the funds should reach your account within 3-5 working days.

Should you have any further queries, please do not hesitate to contact us.

Kind Regards,

Casino Joy Team

Dear Linda,

As the casino claims that your payment has been processed, please let us know when it arrives on your account so we can be sure that everything went fine. Looking forward to your answer.

Dear Linda,

We haven't hear you from a while. Please note that if we won't get any answer within the next 7 days, your complaint will be rejected.

The complaint will be now rejected for the above mentioned reason.