Good Day 4 Play Casino - Player’s winnings are delayed by casino support issues.

I place a bed is $10 on jetX and managed to cash out before it crashed and the sound won $15.30 wink in screen shot of the winning bet. I’ve tried contacting support several times and was out on hold again and again and again. In total I attempted to contact their support team 5 times with no success and no acknowledgment of my existence either. In total I waited 23 hours with no outcome or my winnings being credited back in to my account. Up to date I’m still waiting with no luck, I take it that I won’t see my winnings again and I rate this casino 0 for zero effort

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Good Day 4 Play Casino.

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

• Was the 10 AUD bet the last one in your play session?
• Was there any further activity on your account
• Could you please share with me your communication with the casino regarding the incident? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear ekimsy,

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.

Dear Tomas,

Thank you for extending the timer. I appreciate your assistance.

To answer your questions:

• Yes, the 10 AUD bet was the last bet in my play session.

• There was no further activity on my account after that bet.

• I did not continue playing or place any additional bets following the incident.

Regarding communication with the casino, I requested that the chat transcript be emailed to me; however, I did not receive anything. When I later accessed my account, all prior chat dialogue had been deleted and is no longer visible.

As a result, I am unable to provide chat transcripts, as they are no longer available on my account and were not provided by the casino despite my request.

Please let me know if you require any additional information from my side. I am fully willing to cooperate to help resolve this matter.

Kind regards,

ekimsy

[screenshot removed by Casino.Guru admin]

Dear Tomas,

As a follow-up to my previous response, I am attaching a screenshot showing the winning result from my final 10 AUD bet.

This screenshot was taken during my final play session on 5 January, prior to the chat dialogue being deleted and before I was able to obtain a transcript from the casino.

I hope this helps provide additional context. Please let me know if you require anything further from my side.

Kind regards,

ekimsy

Thanks for your response.

If there is any recent discussion between you and the casino regarding the incident, please share it with me.

If you received any email response from the casino acknowledging the incident, please share it with me at tomas@casino.guru

I apologize for the inconvenience. Thanks in advance for your cooperation.

As of today, the casino has made no attempt to contact me or resolve this matter.

There has been no email response, no acknowledgment, and no effort to address the issue directly with me since this complaint was raised.

I would also like to highlight that the amount in question is extremely small — a $5 win together with my own deposited funds of $10. Despite this, the casino has still been unable or unwilling to reach a conclusion or provide any meaningful response.

Kind regards

ekimsy

I have already provided all relevant information available from my side. Unfortunately, the live chat history was deleted before I was able to obtain a transcript, which I have already explained.

At this stage, the matter appears to be unnecessarily prolonged given the minimal amount involved. I remain fully cooperative and willing to provide any further information if requested; however, I believe the responsibility now lies with the casino to engage and respond.

I appreciate Casino Guru’s continued assistance and hope this can be escalated so the casino is prompted to act.

Hello ekimsy,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your reply.

If you don't have any communication saved, kindly contact the casino again. If the result is unsatisfactory, kindly share this communication with me as evidence.

My email is tomas@casino.guru

Looking forward to your reply.

Dear ekimsy,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru