Extra bonuses added to the account when winning on free spins

Hi,
On the 17th November I made a 3 withdrawal of £50. I gave received one of them of the 28th November but to date have still not received the other two. I have been in contact with GDay Support on many occasions but still nothing. They told me that they were investigating the withdrawal with the senior manager/finance section but I have not heard anything further.

Dear Askgamblers and G'Day - White Hat Gaming Limited ,

I won a really large sum of money with G'Day casino and they have managed to apply a term to my win in a very deceitful and dishonourable way.
I had initially received an "email offer" of 100 % up to 50$. The offer itself was not available on the account. I went on chat support, and was directly transferred to a "Priority Support Agent" - Vip. I told him regarding my offer and he said it was expired, however I had just received it a few minutes ago that day.
Once I had forwarded him the email, he said he can apply the bonus. Since I was considered a VIP player, I asked if there is anything better available ? He asked me how much are you willing to deposit, I said 200-1000$. He offered me 100% up to 500$, which I took.
After my big win, I had another chat with the same VIP agent, I told him if I was available to withdraw everything in one shot or are there limits. He once again confirmed that once I finish wagering you will be able to withdraw everything, but with a 5000 limit per week, however it can be increased by their department.
I also received a phone call from Malta, it was the Head of Vip Manager. He confirmed the amount and congratulated me, He even raised the weekly withdrawal limit to 7500$ per week.
Within 24 hours - I noticed there was never any withdrawal limit mentioned on their site or their terms and conditions. I contacted chat again, however then I was refused to talk with a vip agent, I also asked the manager to call me and they would not.
On the third day I received this email.....
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Dear xxxxxxxx,
We have reviewed your account and can confirm as follows:
On 8th October 2018, you contacted our Customer Support to request a different offer to the one that had been sent to you by our casino via email. After discussions, you were provided with a new offer to accept which was a 100% deposit match bonus up to $500.

You accepted this offer in knowledge that it revoked the old offer. As a result, our general Website terms and standard Promotional terms apply to this offer.

As per Clause 8 of our standard Promo Terms (which are available on our website), any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus.

Therefore, the bonus you were awarded was valued at $500, meaning that any winnings can be restricted to 10x that value, being $5,000.

Your winnings have therefore been capped to $5,000 and we have adjusted your casino cash balance accordingly. It is your option whether you wish to play, or withdraw, this cash value.

Yours sincerely
Accounts Team
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As you can see they have managed to find a reasoning not to pay me my rightful winnings.
They implied that If I had taken the email offer, over "customer chat support", the terms and conditions would not apply to that email offer over chat. However, since I received something much better than the offer, their promotional and standard terms apply to that offer.

"As a result, our general Website terms and standard Promotional terms apply to this offer."
THAT is the most dishonest way a casino can take a legitimate players winnings.

****The absurd thing is that I have asked for the casino, via email and chat support to send me my chat history with the vip agents, they have simply ignored my request and emails for over 8 days now. So ASKGAMBELRS, I ask you to request my chat history from this casino if you can.******
I have checked my withdrawals over the White Hat Gaming Limited casinos and let me tell you that this clause of yours is an extreme sham.
I have check my previous history, and I have had withdrawals x40, x12, x17, x25, x19 times the bonus amount, and they have all been successfully processed by your casinos.
However when the times comes to pay a big win you apply " We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus."
And this simply gets you off the hook ??? ..... just because your term can mean anything below.
You say an "INSTANT BONUS" either received from the casino or via support/ THIS can meaning anything at all. It can be a welcome bonus, it can be an email offer, cashback, free bonus money given by the casino.
I am very sure if my email offer was active on the account and I did not have to go through chat support to claim it, and still managed to win 69k with a 10$ bet. You would have still applied your discreditable term to my win and would have not paid me or any other player out there.

This term is extremely vague and disrespectful to your ALL YOUR PLAYERS.
Askgamblers, I ask for your help regarding this situation. I also give you the permission to get my chat history during the day of my win.
If you require any other proof, please feel free to message me.

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,

On the 27th October I joined G’Day Casino. Between then and the 10th November I made several deposits totaling £700 and losing everything. The deposits were made with my bank debit card. On the 10th of November I then deposited £100 and received a bonus. I was able to win £2662 playing slots. I never broke any specific terms and conditions. On the 13th of November I received an email from G’Day Casino telling me that I had “abused their promotions” and that I would not receive the £2662. I have attached a screenshot of the email below. The fact is I deposited, received a bonus, stuck to their specific rules while playing this bonus and managed to win playing slots. Every one of my deposits at G’Day Casino was accepted. While I was losing consistently I was welcome to play. As soon as I win I receive vague accusations of abuse. The casino never actually specified in what way I “abused” them. This is grossly unfair.

Hi, Due to regulatory changes in Australia GDay Casino advised me on the 13th of the ninth. that my account has been locked and to send them my bank details so they could refund my money. I did this and was then advised by them that I would have the money within 7 days. I have still not received the money and have contacted them many times just to receive false promises, even some which don`t make sense. It`s obvious they are hoping I will just forget about it, I am a 76 year old Pensioner I need my money more than they do. I have kept a copy of all the correspondence I have had with them for future reference if needed. The amount involved is Aus $161.78. Hoping to hear from you soon. Regards Graeme.

Hi, On the 4th of Sept 2017 I made a withdrawal of $1000 in which I have not yet received. I have been in contact with GDay Support on many occasions and provided them with bank statements and identification but still nothing. They told me that they where investigating the withdrawal with the senior manager but I have not heard anything further.

Hi, I am having a very difficult time with g'day Casino. I withdrew $20K AUD on the 11th September as Australia does not allow online gambling anymore. I communicated all verification document and successfully was verified On the 17th September Gday confirmed that the withdrawal had been sent and accepted by my bank. On the 18th September they confimed to wait 3-5 business days for funds to reach my account. I still have not received the funds. I've contacted g'day multiple times via email and have had a response yesterday to wait 2 business days for my issue to be passed on to the right team. I submitted my bank statement as proof these funds definitely have not reached my account. I've requested to see proof of the payment they made to me and so I can check they did in fact transfer it and it did go to the right bank details. I am extremely concerned as this is a lot of money. I had deposited a lot of money with g'day and they were immediate at taking my money. Now that Australians cannot play I am very concerned they will not give me this money. I am hoping askGamblers will be able to assist and advise of what I can do as I am eager to get this resolved and have funds received asap. I never had issues with g'day, support was great, games were great and overall experience had been positive until now. look forward to your response.

gday casino has stolen my winnings from me. I deposited $50aud and received a 200% welcome bonus. bringing my total balance to $150($50cash) ($100bonus). I went ahead and played slot games. In this time I had a few big totalling around $46,000, I requested the withdrawal max limit of $2500. I have now been told by the casino that my winnings are now invalid and that they have confiscated them because of "irregular play". I was betting $5 or under whilst playing through my bonus wagering requirements as the casinos t&c's stipulate. They are now trying to tell me that I have played irregularly and in essence cheated. None of these claims have been substantiated with evidence on the casinos behalf. I want my winnings. I don't care if they want to close my account afterwards I am getting my winnings and making sure that no other players get screwed over like they are trying to do to me. No other casino I have ever played at has put up any issue when I have come to withdraw my winnings. It's a scam as soon as you win something big they will go into you account and empty it.