The player from Luxembourg encountered difficulties withdrawing money from the casino due to breached casino rules. The player expressed disappointment over the cancellation of a €500 payout, claiming that the casino penalized them for violating bonus rules despite having made several deposits without bonuses. The Complaints Team attempted to engage the casino for clarification but received no response, which led to the complaint being marked as 'unresolved' due to the casino's lack of cooperation and absence of a valid license. The situation remained unresolved, with the potential for future action if the casino decided to respond.
Good Day 4 Play Casino - Player is facing withdrawal issues.
Black points: 162
Amount: €500
Good Day 4 Play Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.7
Good Day 4 Play Casino has a Safety Index of 5.7, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction
UNRESOLVED
Case summary
7 months ago
Public
Complaint Specialist
Public
8 months ago
Dear Nadmeins85,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Good Day 4 Play Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Do I understand correctly you made multiple deposits while accepting bonuses in between?
- Have you completed account verification in the casino?
- Have you withdrawn winnings from the casino in the past?
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.
Best regards,
Tomas
Public
Public
8 months ago
Translation
I made deposits with and without bonus.
The said win was my first in the casino.
Account balance around 700€, unfortunately no proof, who would have seen this coming.
Payout 500€ and documents uploaded a good 10 hours before.
But it was not noticed.
After the betting turnover, I played for a long time to play it safe.
But in the verification you don't see any uploaded documents.
After the cancellation I didn't receive any response from the casino.
Automatic translation:
Public
Public
8 months ago
Translation
I must also say that I was so disappointed that I haven't done anything to date. Because all casinos claim to always be in the right.
This casino claims that I have abused bonuses.
I looked and couldn't find it. Because there are deposits without bonuses between those with bonuses.
I contacted you here because I saw that I am not the only one whose payout was cancelled and confiscated.
Automatic translation:
Public
Complaint Specialist
Public
8 months ago
Thank you very much, Nadmeins85, for providing the necessary information. I will now transfer your complaint to my colleague Mirka ([email protected]) 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.
Public
Casino Analyst & Complaint Specialist
Public
8 months ago
Dear Nadmeins85,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Good Day 4 Play Casino representative to join this conversation.
Dear Good Day 4 Play Casino,
Could you please provide clarification regarding this case?
Thank you in advance,
Mirka
Public
Public
8 months ago
Translation
Hello,
I contacted support today to get answers as it was explained to me.
I had played with a bonus for the last 7 deposits and therefore I was penalized for violating the bonus rules.
I clearly expressed my disappointment and said clearly that the casino is definitely not in the player's favor.
Why I wasn't informed that I had to make a deposit without a bonus before withdrawing or whatever.
And that my uploaded documents are still being examined today (if I understood correctly, Google translate!)
And was notified by email, but nothing has happened so far.
This is definitely an unpleasant experience with this casino.
I will not see the money.
I am aware of every risk involved in casinos.
And I think they won't contact us here, what a pity
And thank you for your initiative, Casino GURU.
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
7 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Casino Analyst & Complaint Specialist
Public
7 months ago
Dear Nadmeins85,
I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Mirka
