Fridayroll Casino - Player claims that payment has been delayed.

I deposited 10,000 HUF and won 2,889,000 HUF on a Mancala Gaming slot. After I won, the casino manually reduced my balance to 51,000 HUF, claiming it was a 'bonus win' with a maximum cashout limit.

However, I have technical proof that the win came from my Real Money balance, not from bonus funds. The Transaction IDs are different:

Bonus ID: 40097926421759825

Real Money ID: 4210602720894641069

Winning Round ID:4205970624930151434

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Dear Csille,

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

Gamzix confirmed the Round ID provided by the casino is incorrect/internal. I have provided Gamzix with my Player ID and exact timestamps to find the original round. This shows the casino is intentionally providing misleading information

The provider (Gamzix) confirmed that the ID given by the casino (4205...151434) is fake/internal. The casino is hiding the real transaction data to cover up that my win was Real Money.

UPDATE: I have contacted Gamzix (the game provider) regarding the round ID. They responded that they can only verify the transaction if the casino initiates an official request. (I attach the screenshot of Gamzix's email).

The casino is refusing to cooperate and is withholding my 2.8M HUF win by claiming it was a bonus, yet they are not willing to ask the provider for a technical verification that would prove the balance type (Real vs Bonus).

I request the Casino Guru admin to ask the casino to initiate this official request to Gamzix, as the provider is ready to verify the round as soon as the operator contacts them."

Additional information: Even though the casino claims I was playing with a 100% First Deposit Bonus, my balance after the deposit was only 10,000 HUF (the exact amount I deposited). If the bonus had been active, my starting balance should have been 20,000 HUF. This proves that the bonus funds were never credited or used for the winning spin. I was playing with my own raw cash, yet the casino is trying to apply bonus payout limits retrospectively.

I want to clarify that after the casino unfairly reduced my balance from 2.8M HUF to 51,000 HUF, I was in a state of shock and distress. Due to the misleading information provided by the manager (stating the decision was final and correct), I played through the remaining 51,000 HUF. However, this does not mean I accepted their decision. I am still disputing the illegal confiscation of the 2,838,000 HUF, which happened BEFORE I continued playing.

I would like to add a personal clarification. When I saw my balance suddenly drop from 2,889,000 HUF to 51,000 HUF, I was in a state of extreme emotional distress and shock. In my anger and confusion, I played through the remaining 51,000 HUF. I felt cheated and manipulated by the casino's message. However, I want to emphasize that this was a direct result of the psychological stress caused by their unfair actions. This in no way means I accepted the confiscation of my 2.8M HUF winnings. I am still firmly disputing the initial reduction of my balance.

Subject: Letter from the Customer Experience Manager regarding the balance reduction

"Hi Miklós,

I hope you are doing well today, or at least as well as possible. For your convenience, I will be using an interpreter.

I am reaching out to you personally because I was informed about your recent conversations with our team, where you indicated that you were not entirely satisfied with our service — specifically regarding the bonus you received. I want you to know that I am here to discuss everything calmly and clearly so we can resolve the situation properly. My goal is simple: to ensure your voice is heard, that you feel supported, and — hopefully — to welcome you back once everything is settled.

Before I continue, I would like to gently remind you that your account is currently suspended according to our internal procedures. I will be the one to personally review and consider the reopening of the account, entirely at my own discretion. To do this, I must ensure that your concerns have been fully understood and addressed. This is my sole focus here — all other questions should be directed to our support team so we can remain efficient and concentrate on the main issue. Thank you very much for your understanding.

After personally reviewing your case, I can confirm that the information previously provided was correct. However, I fully understand why this was not communicated completely clearly, and for that, I sincerely apologize. You have the right to a clear explanation, so let me provide that now.

You had a bonus of 2,088,680 HUF, and you used your first welcome bonus. From this, your maximum real winnings became 51,800 HUF. The bonus amount was deducted and converted into real money according to the maximum win limit. Following this, you continued to play and used that money again. As I mentioned, the bonus was successfully converted into real money — 51,800 HUF, which you could have withdrawn. You decided to keep playing, but unfortunately, your balance ran out. Please review your game history — and don’t worry, you performed great! I am sure you will achieve even more success in future games.

It is also important to note that according to the Terms and Conditions (specifically Section 3, Subsection 27 of 'Accounts, Payouts, and Bonuses'), maximum bonus winnings are limited. This allows us to distribute winnings fairly among players. I sincerely apologize for the inconvenience.

I completely understand that this situation might have seemed confusing or frustrating. However, I can assure you that no malfunction or technical error occurred — everything worked according to the rules of the game and our bonus system.

Normally, when we give a bonus, players also receive bonus amounts. These serve as additional tools, allowing the further use of the bonus even if your real balance runs out. If the bonus conditions are met, the winnings are credited, and unused bonuses are canceled — this is the standard operation of casino bonuses. These details are also included in the Terms and Conditions, and our support team is always happy to explain them again if necessary.

I sincerely hope this explanation fully clarifies the situation. I am here to ensure everything is transparent and fair, and I would like us to agree on the facts so I can welcome you back. Of course, if you have anything to add or if something is still not clear, I am here to listen.

Best regards,

Customer Experience Manager

CRITICAL PROOF: The Winning Round ID (4205...151434) directly matches the transaction chain of my Real Money Deposit ID (4201...68942). They are on the same thread. The Bonus ID is completely separate and was never used for this win. The casino has no technical basis to claim this was a bonus win