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: [email protected]

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. vollst?ndig 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€ H?chstbetrag auszahlen.

Der Chat sagte mir dann sp?ter, das erstmal nur 500€ ausgezahlt werden.

Ich hatte dann mein Konto vollst?ndig 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 ausschlie?lich über den Live Chat, der eh unterirdisch ist, weil st?ndig neue Sachen erz?hlt werden.

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

Dies schickte ich per Email an : [email protected]

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 vertr?stet und die Dame vom Support sagte ich muss warten.

sie selbst h?tte 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 get?tigt 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 st?ndig vertr?sten zu lassen und wende mich jetzt an sie, mit der Frage ob sie da weiterhelfen k?nnen, 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 ben?tigen.

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: www.kpvfaw.com 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 www.kpvfaw.com 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.