You are about to go to the simplified Italian version of AskGamblers
You are now leaving the full version of the website. Are you sure you want to continue to the simplified version of AskGamblers?
You are about to go to the simplified German version of AskGamblers
You are now leaving the full version of the website. Are you sure you want to continue to the simplified version of AskGamblers?

GDay Casino - Handling glitch with Bonanza Bonus Feature in a terrible way

RESOLVED
vibrant United Kingdom
posted on January 25, 2018.

My bonanza bonus failed to complete - £24 gone!

Sadly, I didn't get a screen shot. But I'm only starting this complaint due to the dire handling by the casinos Chat staff

To begin with the Casino sent me an email stating -

Dear Andy,
We want to thank you for playing at Gday Casino.
As a valued player you have received £ 1 on yesterday’s play as part of the Cashback promotion.
This bonus is already in your account and ready to play on your favourite slot!
**
I played this £1 on 20p spins on Bonanza and actually hit the bonus! 12 free spins.
I accumulated about £24 on the first 11 spins, on the 12th spin I hit small win but the game froze and said 'Error trying to end game' (or something very close to that)

I've never seen this error before and as the slot was unresponsive, I chose to close it and reopen it - expected the unfinished game to continue and end. But it didn't - I'd accumulated about £24 and it was gone, It's not a huge amount of money, but hey....

Of course I contacted chat. (3 times)
I'm just glad it was such a small amount.

CHAT 1
Welcome to LiveChat
Tim
Hello Andy. How are you today? I'm here to assist you.

Me
Hi, I was just in a bonanza bonus- I was on the last spin with a win of £24 - the game said ' error trying to end game' then stopped. I restarted it and everything was gone and the balance wasn't updated! any help pls
Tim
In order for me to assist you, could you kindly confirm your full name, date of birth and address?

ME
(details)

Tim
Thank you Andrew. One moment please while I look into your account.
Thank you for holding Andy. We are looking into the issue. Please come back after an hour and check the games again.

Me
ok, will do thanks



CHAT 2 (after an hour)

Welcome to LiveChat
Marsello

Hello Andy. How are you today? I'm here to assist you.

Me
Hi, I was speaking to Tim about an hour ago, about a bonus in Bonanza that failed to complete, and disappeared. He said, you would look into the issue and I was to check the game in an hour - The winnings (about £24) are still not showing, any help pls?

Marsello
Hi there

Please allow another hour as the technical team are troubleshooting the matter at hand

Me
ok, no problem - thanks



CHAT 3
Stacey

Hello Andy. How are you today? I'm here to assist you.

Me
Hi Stacey , I have spoken to Marsello and Tim tonight, about a bonanza Bonus that did not finish, and then the amount (£24) dissapered. Wondered if you could help, I keep getting told to come back in an hour!

Stacey
Hello there!In order for me to assist you, could you kindly confirm your username, full name, date of birth and address?

Me (details)

Me
the original message was - ***Hi, I was just in a bonanza bonus- I was on the last spin with a win of £24 - the game said ' error trying to end game' then stopped. I restarted it and everything was gone and the balance wasn't updated! any help pls***
I've never seen the message 'error trying to end game before' I can go back onto bonanza, but there are no unfinished games.

Stacey
Thank you. One moment please while I look into your account.

ME
(the money on my account has been accumulated from the 10 freespins I got emailed earlier, its not related to the bonanza win)

Stacey
Internet Explorer

1. Go to 'Tools' in the menu bar which should drop down then click on 'Internet Options'
2. Click on 'Privacy' Tab on top
3. Click on 'Sites' a new window should open called 'Per Site Privacy Actions'
4. Under the "Managed websites' box should be a list of all the webistes you have visited.
5. To remove all cookies simply click on the "Remove all" button.

Me
thanks, but not on IE

Stacey
Click Safari in the upper left hand side of your screen. In the menu that appears, click Preferences.
In the window that appears, click the Privacy tab. Click the button Remove All Website Data....
Click Remove Now in the pop up window that appears.

Me
sorry, I'm actually on chrome,

Stacey

Chrome

1.Click the Chrome menu on the browser toolbar in the right hand upper corner.
2. Select Tools.
3. Select Clear browsing data.
4. In the dialog that appears, select the checkboxes for the types of information that you want to remove.
5. Use the menu at the top to select the amount of data that you want to delete. Select beginning of time to delete everything.
6. Click Clear browsing data.

Me

I've done that, and no joy. I've even opened the casino in an incognito window. And no joy - bonanza functions normally, with no unfini­she­d/i­nco­mplete games
My history, does not show the actual bonus round either, and sadly I didnt take a screen shot. The only odd thing, as I said, was it said - 'error trying to end game'
This is an error I've never seen before.
I dont think this is a browser issue at my end.


Stacey
From what I can see is your bonus balance is: £26.90


Me
did you read what i wrote?
I actually wrote this.
(the money on my account has been accumulated form the 10 freespins I got emailed earlier, its not related to the bonanza win)
If you cannot help, I'll happily play through the bonus I have got, shut my account, and write a review on Ask gamblers accordingly, I don't want to be difficult, but you're now the 3rd person Ive spoken to...
It's not a huge amount of money, but it was there an now its not, the first guy I spoke to said, (and i quote)
Thank you for holding Andy. We are looking into the issue. Please come back after an hour and check the games again.

Stacey
We are currently undergoing some routine maintenance at the moment and are unable to access your account information at this time. May I ask that you please allow up to 2 hour for this to be resolved and we will be more than happy to assist.

Apologies for any inconvenience caused. Our technicians are working on this at the moment.

Me
Really....
Thanks,

**
Note, the last agent went from telling me how much I had in my account to then telling me they cannot access my account in the next message - This is the reason I'm raising this complaint.
************

Ultimately I would like my winnings from the Bonanza bonus crediting back in my account without being given the run around by chat. The longer It takes the more times I'd need to explain it again to chat, only to be told to wait again. Which isn't the way to treat customers.

By writing this I'm hoping the casino will actually acknowledge an issue in the software and an issue and raise peoples awareness of illogical stock copy and paste replies to genuine problems,

vibrant United Kingdom
posted on January 25, 2018.

G'day Casino have gotten back to be very quickly and gone above expectations and resolved my issue.
My faith has been restored.

I'd like to thank them for their very swift handling of my issue once it had been escalated.
I'd also like to thank Ask Gamblers for having a platform that gives us low rollers a voice.

AG Please close this complaint it has more than been rectified.

posted on January 25, 2018.

Hi Vibrant,

The £50 cash we given you as compensation is a thank you for letting us know about the game and for your unsatisfactory experience.

Please be advised that our games are all rigorously tested.

Again, apologies for the inconvenience and hope to see you back soon.

Kind regards,

The Gday Casino Team.

AskGamblers
posted on January 25, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

By subscribing you are certifying that you are over the age of 18.

Sign up for +250 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie policy.