BetFriday Casino - Player's winnings are delayed due to wallet error.

I am making one final attempt and submitting a complaint here in the hope that the right thing will be done and that my winnings will be credited to my player account.

Three weeks ago, I played the game Captain Shark by Wazdan and won approximately 860 times my stake. However, after the bonus round had finished, an error message saying "Wallet error" appeared, and my winnings simply disappeared.

I contacted the casino’s customer support, and they informed me that they would contact Wazdan. Since then, three weeks have passed, and they have continuously denied any responsibility and placed the blame on the game provider, stating that they are still waiting for a response.

I find it unacceptable that this issue has remained unresolved for three weeks. I am therefore submitting this complaint in the hope that the matter will finally be investigated properly and that the winnings I legitimately won will be credited to my player account.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BetFriday Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is there any evidence of the win you achieved? Is it recorded in the game's history, or is there any discrepancy recorded in your game history?
• What evidence regarding the incident have you provided to the casino for investigation?
• Was this the only incident that occurred in the game?
• Could you please share with me your communication with the casino regarding the issue or any supporting evidence? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Lumalee,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Lumalee,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas