Good Day 4 Play Casino - Player claims that payment has been delayed.

Hello,

I am submitting this complaint regarding the confiscation of my €4000 winnings by Good Day 4 Play casino.

I deposited using Visa and won through in-game free spins. I have been playing on this account since last year, and it is fully verified.

After my withdrawal request, the casino reset my balance to €20, claiming "duplicate accounts" with the following emails: v************@mail.ru and *********@mail.ru — which I have never used.

They refused to provide any proof and stated the decision was final.

I can provide all documents: deposits, game screenshots, and chat history.

Please help me recover my funds.

Dear dianaudras93,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear dianaudras93, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Did you use a VPN?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

1. Have there been successful conclusions before?

No, there were no successful withdrawals. All funds remained in the account.

2. Have you passed KYC verification (passport, address)?

I sent a copy of my passport, but they didn’t even look at my documents, and more than 3 days have already passed.

3. Have you used a VPN?

No, I've never used a VPN. I've always played from the same device and IP address.

I made all deposits on one account and played from one account, let them provide evidence that I used other accounts and made deposits under my name!

4. Correspondence with the casino:

Screenshots of the correspondence

Dear dianaudras93,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no, I did not receive the funds I withdrew, no one is going to give me anything back, it’s very offensive that I won such a sum, and it was simply stolen from me.

Dear dianaudras93, is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Do you personally know anyone with the names that appear in the two email addresses provided by the casino?

Maybe my ex-boyfriend did it, he was addicted, and maybe they didn't let me register under his name anymore, he probably used my name, but I always used only one account, deposits were made only from one account, everything was approved, the casino approved my deposits throughout the year, and as soon as I wanted to make the first withdrawal, they immediately took my winnings. If the casino suspects me of dishonesty, why did they approve my deposits? For what purpose? This is not fair to the player!

Dear dianaudras93, do you know if your ex-boyfriend ever used the same device to access the casino as you did?

Yes, he used my phone for some time, since he didn’t have his own, I didn’t keep track of what he was doing there.

Different situations happen, and it is not always the person’s fault, I have evidence that I used only one account throughout the year and all deposits were only from one account

Thank you for your reply, dianaudras93. I apologize, but we are not able to proceed with this complaint. The use of multiple accounts on the same device suggests the utilization of multiple accounts by a single individual and it would be impossible to prove that it's not just one person playing in both accounts. Please note that it is very important not to share your device with others when accessing online casino accounts, as this can lead to complications and serious violations of casino terms. If you disagree with us, you can always contact the licensing authority, but I don't think their opinion will be different.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.