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GDay Casino - Unfairly confiscated $64,505 of legitimate winnings

RESOLVED
Inactive user
Posted on October 19, 2018.

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.....
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-------
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
------­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­---­-------

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.

Posted on October 22, 2018.

The G'Day Casino complaints team is investigating this complaint. We will post a reply once our internal investigation is complete.

Inactive user
Posted on October 22, 2018.

Thanks for the reply.

However, I would appreciate it if you can send me my chat logs (via email) from the day of my win please.
I find it very odd and I am sure other players would find it out of place when a reputable casino does not provide a players own chat history, especially right after a big win.
I have requested over chat and via email, unfortunately my requests and tickets have been ignored.

Thanks

Inactive user
Posted on October 25, 2018.

Hi GDay,

It's has been three days, can you please update Askgamblers ?

Thank you

Posted on October 27, 2018.

Hi,

We have contacted you directly via email regarding this matter.

Regards,
G'Day Management

Inactive user
Posted on October 29, 2018.

Hi,

It has been literally 3 weeks now since I have requested and almost begged you to send me my chat history during the day of the win.
Can you please send me my chat history with your agent, please GDay.


Thanks

Inactive user
Posted on October 30, 2018.

Hi Askgamblers and Gday Casino,

In your first email where you give your explanation of confiscating my legitimate winnings, you wrote
" 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."

What you just implied here is that your general website terms and standard promotional terms (Do not) apply to your email offers.

This seems to be false as I have checked all the emails from ALL White Hat Gaming Limited Casinos, and they all say " Promotional and General Terms Apply". A screen shot of my original offer is posted. At this point you are providing me false information, perhaps to all your players too.

As mentioned previously, If I had the initial offer active on the account, and If I had managed to win 70,000$, you would have said " As per our clause 8 ... we reserve the right to limit your winnings 10 times the bonus amount".

If the initial offer wasn't active on the account, which was my case, and the Chat representative had to manually credited my bonus amount; and I managed to win 70,000$ .... you still would've said " As per our clause 8 ... we reserve the right to limit your winnings 10 times the bonus amount".

There is no need to change your wordings around. As for now all your casino's carry the same terms. It is quite vague actually. Customers will continue to think that your promotional and standard terms only apply to some certain bonuses, in fact they apply to all your bonuses.

[Head VIP Manager] and [VIP Support Agent] both confirmed my winnings will be paid. However with a limit of 5000 $ per week, which was then increased by [Head Vip Manager] to 7500$ per week. We spoke roughly for 8 minutes over the phone and it was all confirmed. He even advised me to keep playing so he can raise my withdrawal limits. This was quite apparent to me that you wanted to me keep playing and hopefully lose all/some of my winnings. Screen shot posted.

You also mentioned that I contacted customer support to request another offer, which is not true at all. I contacted customer support to find out why my offer was not active on the account, which eventually led me to get a better offer from your vip agent.

Because the way White Hat Gaming have worded their clause ..
"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."

It is totally up to you to pay the player, "if you feel like it"
If a customer manages to win 11x bonus amount you will pay him/her, if they manage to win 20x, you will pay them.
If a customer wins 1000x times the bonus, Woah, Woah hold on there ... " Dear Mr/Ms .. we regret to inform you that our clause 8 applies to your bonus offer.

In regards to the phone call made by your Head of Vip to me, and as per your terms and conditions our call may be monitored or recorded. Can you please provide this call to Askgamblers ? Including my chat history ?

Thank you

Inactive user
Posted on November 1, 2018.

I received an email from Ms. L, who seems to be the person in charge.

Can you please mention details of our email on Askgamblers please ?

Can you please send me my first chat history please ?

I have emailed you personally, but either you ignore my emails or just a very long time to answer.

Thank you

Posted on November 4, 2018.

Still in ongoing discussions with this player.

Thanks,
G'Day Management Team

Inactive user
Posted on November 6, 2018.

Hi G'day Management Team,

I would like the person in charge of my complaint to give me a call please.
Thank you

Posted on November 9, 2018.

Player has requested an extension to consider our final correspondence with him.

G'Day Casino Management

Inactive user
Posted on November 10, 2018.

Hi Askgamblers and G'Day Casino,

I am not able to accept your offer as it almost seems like you are trying to keep me quiet regarding my win getting out to the public.
Either I receive call from your team and we negotiate a proper offer, or you will follow exactly what your email states (picture posted in the post).

I have been quite respectful with team and your casino however the emails that I have received from your complaints department I find are very professionally threatening.

To Askgamblers, a few points I would like to mention.

1. They decided to close all my accounts after I opened a complaint with Askgamblers. Had I not, I would have simply withdrawn my original 5000 and kept playing with White Hat Gaming Limited Casinos. I expected this as I mentioned in my first post that your casinos have managed to pay me over your 10x bonus cap. You did your extensive research and banned me and offered me a portion of my winnings to keep my mouth shut.

2. I have literally begged G'Day Casino for over 3 weeks to provide me my chat history, which they finally did.

3. You terms states that there is cash balance and a bonus balance which are totally separate. I won my money with cash balance portion. However the way your system is put in place, the wagering commences with the players cash portion, so finally the casino wins.

4. Your agent, a VIP chat support agent said my withdrawal limits can be increased after talking to management and after I finished wagering my bonus, failed to even mention - that there is a withdrawal cap on your winnings.
Your HEAD VIP Manager gave me a courtesy call on my big win. Congratulated me, obviously looked over my account, and increased my withdrawal limit to 7500$ per week. Our call lasted 8 minutes, which in your email states you have no recording of.

You say it's irrelevant, whatever your agents told me doesn't matter. I find it extremely deceitful the way you treated me by email and how your agents provided me all this useless information as you mentioned in the email below. How have you trained your agents, especially this Head Vip Manager.


Finally you wanted me to sign papers and close my complaint, which I failed to do so. So at this point, you will do whatever it takes to win this complaint.
You mentioned I am free to contact Ecogra and Malta Gaming Authority, but we both know that since I am Canadian player I will receive little to no help at all, and once I do contact them, you will retract your settlement offer.

I am done with your private emails G'DAY, do what you have do now.


Thank you

Posted on November 13, 2018.

We have attempted to discuss this matter directly with you, but since you would prefer to deal with it on a forum the complaint is now with the Compliance Team, and once approved we will respond publicly to you.

Inactive user
Posted on November 13, 2018.

You haven't attempted to discuss anything with me.
All you have said was " take our final offer and close your complaint ". Or , "don't take our offer and contact the MGA, we will defend ourselves".

This is all you have mentioned in your final statements of all your emails.

If you wanted to discuss our matter you would have paid me what is rightfully mine.

Thank you

AskGamblers
Posted on November 14, 2018.

Dear GDay Casino,

AskGamblers Complaints Team is awaiting you to post the public message explaining what exactly happened, in as many details as possib­le,­ ­acc­omp­anied with the quotes of all the relevant terms that were breached by the complainant, if any.

Posted on November 16, 2018.

Dear RAGRETS990,

We have tried to resolve this matter amicably and directly by offering you a goodwill gesture of ($15,000) in addition to the $5,000 that you have already received.

Your win was capped at 10x the value of the bonus given, which in this case is $5,000, in accordance with our terms and conditions.

https:­//w­ww.g­da­yca­sin­o.c­om/­ind­ex.p­hp­?pa­ge=­pro­moterms

"8. INSTANT BONUSES

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. For example, if you receive a $100 instant bonus, a maximum of $1,000 is eligible for withdrawal if we choose to enact this clause."

This term is enforced at the discretion of the casino and was used here in extraordinary circumstances because you are a serial bonus abuser and manipulated a junior member of our staff into giving you a larger bonus.

We have also tried to accommodate your requests including: Sending you the chat history and paying out the $5,000 in full before you would consider a settlement.

We will honour this offer once more of $15,000, as we should have blocked your accounts a long time ago, but you slipped through our checks.

You may either accept this offer of settlement or go through our official ADR or go direct to the regulator on this matter and we will of course abide by their decision.

If you would like more than $20,000, which is clearly what you are trying to achieve, then you should take your chances with the regulator. The fact that you refuse to do that and refuse to accept the offer seems to indicate that you don’t like your chances, as one would assume being a professional you have been caught before.

We are fully within our rights as set out clearly in the terms, which you also clearly stated in your communication that you have read our terms.

This is our final post on this AG thread. If you wish to take up an offer, please contact us by email, otherwise please go to the regulator (MGA) which will hear disputes from all countries and players including Canada.

We have posted this response at the request of Ask Gamblers. We would also now kindly ask AG to close this thread.

Regardless, this will be Management’s final post on this AG thread. If you want the money send us an email. If you don’t please go to the MGA (which will hear disputes by Canadian players).

Regards

Management
GDay Casino

Inactive user
Posted on November 16, 2018.

HI,
As mentioned before your terms did not apply to my bonus.
You have even sent me a email implying that your terms and conditions never applied to your emails promotions.

As mentioned before, I had email offers from your team, which were not active on the account. Which forcibly makes me contact support to activate the promotions. Hence you have applied your bonus terms to my deposit.

Also mentioned before that I have claimed email offers at other White Hat Gaming casino, all winnings have been paid. These were all over your 10x bonus term.
Which also confirms your email regarding bonus terms not being applied to email offers.


All players are allowed to cancel their bonus when players have won with their cash balance. As stated in your terms too.

Please explain to askgamblers, and your players, why wagering requirements start when you place a cash bet (at least for me)? Once wagering requirements begin chat/email support can’t do anyhing about it. All previous times I have asked chat to cancel my bonus when I had winnings with my cash balance and they would not allow it. So please tell my why I had wagering with my cash balance winnings ?

Reading this ——
This term is enforced at the discretion of the casino and was used here in extraordinary circumstances because you are a serial bonus abuser and manipulated a junior member of our staff into giving you a larger bonus.
———-

Makes me cringe what you just wrote above. Considering me a serial bonus abuser, after I win 70,000$.

Manipulated your junior memeber ? Are you for real? A junior member who is part of your vip team. Great valid point you have there. I am assuming I also manipulated your head vip manager who called me and told me my winnings would be paid and who also increased my withdrawal limit to 7500$ per week.

I can provide you another email that I received from your department. Two offers actually that were suppose to be active on the account which were not there. So no, I did “manipulate” your member.... by asking to add the offer on the account (chat provided to askgamblers) ( the chat which you took over 3 weeks to send to me by email)

It did not bother you previously when I was making 1000$ deposits and receiving 500$ bonuses.

Your casino has some great security /risk management team. As mentioned on the internet, your casinos tend to ban a lot of people from claiming too many bonuses .. However, suddenly ... I am considered a “Serial Bonus Abuser”, right after my legitamate winnings. I just slipped through your system after playing with your casinos for years , Right ?

As assumed, you managed to updated your promotional terms on November 13,2018. You had two different term change dates which you removed. Great on that.

What you just wrote publicly, this would hurt your reputation and the respect players have for you.
I mentioned this before you were an exceptional casino... but what you are doing right now is down right sneaky and fraudulent.

I am not trying to ahieve more than 20,000$, I am trying to take what is rightfully mine, which is all of my winnings, not the partial amount.

Askgamblers after what you have just have just read ... there’s more to this than meets the eye.

Inactive user
Posted on November 16, 2018.

In addition,

——
The fact that you refuse to do that and refuse to accept the offer seems to indicate that you don’t like your chances, as one would assume being a professional you have been caught before.
——
There is no need to mumble your words here. Say what you meant to say. I consider my self a gambler, if you want to add the “professional” then thank you for the positive comment. My complaint is with your casino, so please be on track.

To your manipulating your agents comments ... I have received numerous email such like this (picture is posted). I have received these offers weekly from you and which I have claimed and lost. So please try keep these insulting and negative accusations to yourself.

Thank you

AskGamblers
Posted on November 17, 2018.

AskGamblers Complaints Team have been provided with enough information and evidence on behalf GDay Casino management in regards of this complaint to confirm the fact that operator acted in accordance with their Terms & Conditions. The player requested 100% match bonus from LiveChat Agent on 10/08/18, which was added few minutes later. The player has also been informed that bonus requested from LiveChat Agent will revoke previous bonus offer of 50%, received through email. As per the GDay Casino Promotional Term #8, bonus requested from Customer Support is classified as Instant Bonuses, with withdrawal limit of 10 times the value of received bonus.

8. INSTANT BONUSES
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. For example, if you receive a $100 instant bonus, a maximum of $1,000 is eligible for withdrawal if we choose to enact this clause.

Due to the fact that player received the bonus in amount of $500, the player's maximum withdrawal is $5000, upon the aforementioned term.  AskGamblers Complaints Team would like to use this occasion and remind the player that once agreed and accepted, these rules must be followed. In addition, AskGamblers Complaints Team is strongly recommending GDay Casino that in such cases, they are obligated to clarify the relevant bonus terms to their players upon offering them through support channels.

As per GDay Casino explanations, they  offered  to the player additional $15000, as a gesture of a good will. AskGamblers Complaints Team believe such an offer to be a fair and adequate compensation considering the nature of this particular dispute.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind the player that further assistance on the matter could be forwarded to the relevant regulatory body.

AskGamblers
Posted on November 20, 2018.

AskGamblers Complaints Team have been informed by the player that s/he actually accepted GDay Casino offer, but unfortunately GDay Casino Team is neither responding back, nor processing the offer.

Based on the above, AskGamblers Complaints Team have just reopened the case as per submitter's request.

Posted on November 23, 2018.

Player asked for expiry date of settlement to be updated. That has been sent to him. As soon as he signs the settlement agreement and closes this complaint he will get his funds.

It’s impossible to pay him until he actually signs the agreement.

Thanks,
Gday Management

Inactive user
Posted on November 25, 2018.

Hi,

I actually sent you three email since last week and have not received a reply from your department, except from your support who said "we have forwarded your request to the relevant department". I took it as you did not want to offer me the settlement.
I have checked my spam/inbox and nothing is there.

Thank you

Posted on November 26, 2018.

We did reply - more than once. All those emails have also been FW to support at Ask Gamblers. Once again all we ask is that you sign the settlement agreement and then we will send you the agreed upon settlement. Can you please sign this today - funds will then be sent to you, and then this complaint can be closed once again.

That would be much appreciated.

G'Day Management Team

Inactive user
Posted on November 29, 2018.

Hi,

I did receive your email after I posted on Askgamblers. This was after 5 business days I first emailed you.

I am currently in the process of closing all the complaints, since I do not want to break your contract terms. Once I have closed all the complaints, hopefully within the next 3 business days. I will send you the paper and ask askgamblers to close this complaint then,

Thank you

Inactive user
Posted on December 2, 2018.

Hi Gday and Askgamblers,

I have reviewed the settlement offer and yes they have changed the date on the paper; however also changed a few terms around. In order for me to sign that paper I had to do a few things first before signing it. I have recently closed a few online complaints and also sent out emails to third party complaint services not to pursue any further claims to your casino after this date.

I have signed the papers and made a few minor changes as it might cause a problem between us. Please confirm that I can send you the papers after this post has been published. You may show the papers to askgamblers if you do not feel correct about my changes.

Thank you

Posted on December 2, 2018.

Yes, please send us your version.

Inactive user
Posted on December 4, 2018.

Papers were sent today morning.

Thank you

Posted on December 7, 2018.

Still waiting for the player to sign the settlement agreement.

Inactive user
Posted on December 10, 2018.

Hi,

It was sent to you yesterday.

Posted on December 10, 2018.

Settlement has now been signed by both parties. First payment has also been sent as per player's request.

Inactive user
Posted on December 13, 2018.

Sent you an email Gday

Posted on December 15, 2018.

Settlement signed and paid in full.

@AG please close this complaint once and for all.

Thanks

AskGamblers
Posted on December 15, 2018.

Dear @Ragrets990,

Please confirm if the issue has been resolved. Please be in aware that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Inactive user
Posted on December 18, 2018.

Once I receive the payment I will update Askgamblers to close the complaint.

Thanks

Inactive user
Posted on December 20, 2018.

Issue solved. Please close the complaint.

AskGamblers
Posted on December 20, 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.

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