Joy Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello, the problem I have with Joycasino is the following.

I came across their site while researching to play.

I sent an email to find out which documents have been sent so that I can register and validate my account.

They answered me and I sent all the necessary documents and I took all the steps they wanted to validate my account.

Later I receive an email to tell me that my account is validated and I could make withdrawals.

The next day I made a deposit of €450 via neosurf and I played then started a withdrawal to see if they were reliable.

A few hours later my account was blocked and I don't know the reason until now.

The service contacted me asking for lots of documents and lots of photos of verifications and for 3 days I ended up sending everything when I asked why another verification the site told me that it was the holder of the license that required this.

But it's strange that my account is certified and the day after I deposit the agent my account is blocked and I am asked for an endless verification.

Currently I'm waiting for their response because I provided all the papers they asked me.

I feel like it was so I couldn't withdraw my money.

Unfortunately for them I am an honest woman and I have all my documents.

I demand a quick response from them as they always have to respond and access to my account or a refund as soon as possible

Bonjour, le problème que j'ai avec Joycasino est le suivant.

Je suis tomber sur leur site en faisant des recherches pour jouer.

J'ai envoyé un mail pour savoir les documents a envoyé pour pouvoir m'inscrire et valider mon compte.

Ils m'ont répondu et j'ai envoyé tout les documents nécessaires et j'ai fais toutes les démarches qu'ils souhaitaient pour valider mon compte.

Plus tard je reçois un mail pour me dire que mon compte est validé et je pouvais faire des retraits.

Le lendemain j'ai fais un dépôt de 450€ via néosurf et j'ai joué puis lancer un retrait pour voir s'ils sont fiables.

Quelque heures après mon compte a été bloqué et je ne sais pas la raison jusqu'à présent.

Le service ma contacté en me demandant plein de documents et pleins de photos de vérifications et pendant 3 jours j'ai finis par tout envoyer quand j'ai demandée pourquoi une autre veification le site m'a dit que c'était le détenteur de la licence qui demandais celà.

Mais c'est étrange que mon compte soit certifié et le lendemain des que je depose l'agent mon compte est bloqué et on me demande une vérification interminable.

Actuellement je suis en attente de leur réponse parceque j'ai fournis tout les papiers qu'ils m'ont demandés.

J'ai l'impression que c'était pour ne pas que je puisse retirer mon argent.

Malheureusement pour eux je suis une femme honnête et j'ai tout mes documents.

J'exige d'eux une réponse rapidement comme ils sont toujours eu a répondre et l'accès a mon compte ou un remboursement le plus vite possible

Dear Nogozakaramoko,

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

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

They just told me it was the license holder asking.

What annoys me the most is when the day before I send all my documents and all my photos and the security tells me that the verification is perfect and the next day as soon as I meet the money it blocks the account and asks me for more checks.

Yesterday they unblocked my account and I had to play again and withdraw my money.

I fulfilled the conditions and for the withdrawal it was marked that I was going to receive it in 2 min and it's been 18 hours that I'm waiting for

Ils m'ont juste dit que c'était le détenteur de la licence qui demandait.

Ce qui me chiffonne le plus c'est quand la veille jenvois tout mes documents et toutes mes photos et que la sécurité me disent que la vérification est parfaite et le lendemain des que je meets l'argent il bloque le compte et me demande encore des vérifications.

Hier ils ont débloqué mon compte et mon obligé a encore jouer et retirer mon argent.

J'ai remplis les conditions et pour le retrait c'était marqué que j'allais le recevoir dans 2 min et la sa fais 18h que j'attends

Thank you, Nogozakaramoko, for the update. Could you please advise when was your withdrawal requested initially?

Dear Nogozakaramoko,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.