Unfairly confiscated $64,505 of legitimate winnings

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.

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.

So I decided to play at GDAY casino today (03/11/2017) with a 50 % bonus up to 100$. Keep in my mind that my account had a zero dollar balance, cash + bonus , both zero dollar balance. I deposited 200, received a bonus of 100$. I read their terms regarding bet size, you cannot bet an excess of 20 % of your bonus, or you can bet 5 $ and the 20 % rule does not apply. I started playing Break da bank again at 4.50 bet. Keep in mind I only have one bonus active on my account, which is 100 $ with 35x wagering. After a couple of spins I get free spins on break da bank again. I win just a few dollars, so keep spinning. I decided to go check my wagering requirements and guess what another bonus is added to my account, quite similar to the amount I won on free spins. I go on chat, (I spent over 15 minutes explaining), and told them there is something wrong with my account and there was a bonus suddenly added to my account. Chat person explained there was bonus that remained active since 2017-04-29T13:16:30.344, I told her it's impossible and there was no bonus before I had made my deposit. She said " I'm afraid my hands are tied and you will have to wager all the bonuses on the account". After explaining multiples times I did not have a bonus active or even accepted additional bonuses, I gave up and decided to wager both bonus balances on the account. While still explaining over chat, I hit free spins again. This time I won around 400$ in free spins. After those free spins I decided to check my bonus sections again. I guessed right, I had A THIRD bonus on the account added, and the time and date posted was 2017-05-06T03:37:22.4. How is this even possible ? The bonus amount added was 466.75$. While I still had chat on, I told her a third bonus miraculously appeared, Her answer this time was that I accepted the bonus while making the deposit. At this point I didn't know what to do. I explained and again, that I only accepted a 50 % bonus which was 100$. I then explained I received free spins on break da bank again and won somewhere around 400$ and that money was added as extra bonus to wager on my account. She still was not able to help me regarding my situation. Now I am stuck with 3 bonuses, 2 bonuses that magically appeared out of nowhere. I am afraid to message their support by email because they will come up with an excuse. I have a currently balance of 1602$, and I have 594.50 of balance to wager ... that's extremely funny and absurd. I am afraid to play anymore as I might hit more free spins and more wagering added to the account. I also know I am not playing any excluded games and I am within their bet size. I have no clue where the system is adding these bonuses from. I will included a snapshot of the bonus section on my casino page. (Please have a look at the time and dates, and you will understand what I mean) I hope this is a system error on their side and not a bonus malpractice used by the casino to stop their customers from winning. I appreciate all the help anyone can give me.

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.