GoldenPlay Casino - Player’s withdrawal is delayed due to incorrect bonus issue.

There was a bonus amount of €15.51 applied to my account incorrectly. This is literally unusable. I do not want this bonus and I requested it cancelled. I did not use bonus funds prior to this and this so happens to be the remaining amount. That is not the case. If I tried to use it, it says insufficient funds. It's like it's some sort of glitch, purposeful or not.

My issue stems from not being able to withdraw any funds due to this bonus existing. You can see via my attached screenshots that I have a cash balance of €385.23 and bonus balance of €15.51. I must stress that this is a random amount that was applied to my account incorrectly. I did not play with bonus funds prior to having this total in my account.

The other screenshots show that when I try to withdraw what's in my cash balance, I am presented with an option to forfeit the bonus funds which I accept but then I am met with an error message that prevents me from withdrawing altogether.

I have sent numerous emails requesting this be looking into and resolved and been on live chat multiple times but I'm just getting vague responses saying I'll receive an update at some stage with no timeline provided.

I actually like this casino/sportsbook but the fact I can't confirm whether withdrawals are possible seems very sketchy.

Please help! 🙏

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history in your casino profile?
• Have you made any bets with the funds that have been credited to you as this bonus?
• When was the last time you contacted the casino customer support with the request to cancel your bonus?
• What types of games did you play to accumulate your winnings of €385?

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

Best regards

Veronika

Hi Veronika,

Here are 4 screenshots that should tell you the full story.

Deposited €50, initial bet lost, €50 risk free bonus bet received, placed a bet with it and won, fulfilled bonus requirements as shown - all good right? Except there is an unaccounted for €15.51 in my bonus funds which can't be explained. It's an error. But it prevents any withdrawals.

The risk free bet bonus is the only type of bonus I have used and the bonus requirements have been fulfilled as shown. I contacted support earlier today but I am just receiving vague answers such as "You will receive an update when we have one". I would think this would be a simple fix. I was betting on sports, such as football, NFL, basketball etc.

Please let me know if you have any more questions or need anything clarified.

Thank you for the additional information.

Please note that since your issue is related to sports betting, we are not in a position to pursue this case further on your behalf. We don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.