Missing 5000 NOK from approved withdrawal

Dear AskGamblers Complaints Team,

I am submitting this complaint regarding Casino Friday that reopened my account despite a prior permanent closure request related to gambling problems.

On 18.06.2025, I clearly requested that my account be permanently closed with no possibility of reopening. In my original message to the casino, I explicitly stated:

“I’m done with gambling, so please don’t ask questions and just do it.”

The same day, the casino confirmed that my account had been closed according to my request.

The purpose of this closure was to protect myself from gambling-related harm. I use permanent account closures as a responsible gambling measure because gambling becomes problematic for me during certain periods.

Despite this, the account was later reopened. Considering the nature of my original request and the clear indication of gambling problems, I believe the casino failed in its responsible gambling obligations by allowing reactivation of the account.

As a direct consequence of the reopening, I suffered further gambling losses that would not have occurred if the permanent closure had been properly enforced.

I am therefore requesting:
- A review of the casino’s handling of my permanent self-exclusion.
- Permanent closure of the account again, with no possibility of future reopening.
- A refund of losses incurred after the account was reactivated.

I have attached documentation of both my original closure request and the casino’s confirmation of the permanent closure.

Thank you for taking the time to review my complaint. I appreciate any assistance in helping resolve this matter fairly.

Hi,

I have a total of 10000 Norwegian kr in withdrawals from casinofriday but I keep hearing the same thing over and over again when I contact support to ask where my money is. It has gone 8 days and the first withdrawal of 8th of February has still not arrived and yet the problems lies with the “payment provider“ that they’re looking into it and blah blah blah. It is shocking how much effort you have to put in after winning a large amount you want to withdraw. I need help to recieve my funds immediately. I will not stand for this nonsense they are putting me through.

Hey. I did a withdrawl who was accepted 7. december 2024. Its now 7 january 2025 and i still hasent got my money. I have sent proof with bank documents to casinofriday. Iam in the loyalty programe so i have talked with a norwegian consultant at casinofriday about this, but its the same answer every time. «Its sent to the relevant department» «no news yet» «its been pushed» and all that stuff they say, i have proof of all my mails and live chat with casino friday and you will see that its just the same every time. I did a bank withdrawl by the way.

At Casino Friday, I tried to withdrawal the money but they keep saying that someone will check the payment over two weeks from now. Basically they are delaying the payment over two weeks. First they told me that they are having some kind of technical error with the payment. After one week the customer service or live chat told me that I need a little more patience. After several times to attempt to withdrawal my winnings and they have declined those requirements without any communication. I decided to come here and make the complaint for delayed payment. Hopefully, Askgamblers can make things work better because between the casino communication is very poor. Only the live chat will respond but nothings more happens or hear from the payment team. I have some screenshots where they promise to handle the process as soon as possible (technical errors). Looking for help Askgamblers!