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Complaint description:

I used the promotional code BOA25 from a no deposit/free spins bonus (whose conditions indicated a wagering requirement of x25 and a maximum winnings of 25).

I met all the wagering requirements and goals. At that point, my balance reached $90. However, the system or the casino arbitrarily reduced my balance to $25 under the pretext of the bonus limit.

Despite this, I continued to play legitimately using those $25 as my base balance on the platform, managing to scale the account through my bets and effort until I reached $251.

When I requested the withdrawal of the $251, the casino only paid me $25 and marked the withdrawal as completed (Success), unfairly claiming that the bonus only allowed $25. This is incorrect, as the bonus goal and limit were met when I had $90, and the subsequent money was generated by continuing to play with my already adjusted account balance, so the remaining amount legitimately belongs to me and has been withheld without justification.

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Descripción de la queja:

Utilicé el código promocional BOA25 de un bono sin depósito/giros gratis (cuyas condiciones indicaban un requisito de apuesta de x25 y una ganancia máxima de 25).

Cumplí con todas las metas y requisitos de apuesta establecidos. En ese momento, mi balance llegó a los 90 dólares. Sin embargo, el sistema o el casino redujo arbitrariamente mi saldo a 25 dólares bajo la excusa del límite del bono.

A pesar de esto, continué jugando legítimamente utilizando esos 25 dólares como mi saldo base en la plataforma, logrando escalar la cuenta mediante mis apuestas y esfuerzo hasta alcanzar los 251 dólares.

Cuando solicité el retiro de los 251 dólares, el casino me pagó únicamente 25 dólares y marcó el retiro como completado (Success), argumentando de forma injusta que el bono solo permitía 25. Esto es improcedente, ya que la meta y el límite del bono se cumplieron cuando tenía 90, y el dinero posterior fue generado al seguir jugando con el saldo ya regulado de mi cuenta, por lo que el monto restante me pertenece legítimamente y ha sido retenido sin justificación.

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Dear jenniferfredericv,

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

They don't want to pay me what I earned after reaching the bonus goal.

no me queren pagar lo que gane despues de llegar a la meta del bono

Dear jenniferfredericv,

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.

They insisted that even though I reached 90, and the bonus only allowed 25 in winnings, when I reached 92 it dropped to 25, and with that I continued playing and at withdrawal they only let me take out 25 USD.

ellos insistieron que si bien yo llegaba a 90, y el bono solo permitia 25 de ganancia, este al llevar 92 bajo a 25, y con esos seguijugando y al retiro solo me dejaron sacar 25usd

Thank you for clarifying. I understand your concern, particularly regarding the fact that the balance was reduced to $25 and you then continued playing with that balance.

To better understand whether the casino applied the bonus terms correctly, could you please clarify two points:

• After your balance was reduced from approximately $90 to $25, did you receive any notification or message explaining the adjustment?
• Do you have the exact bonus terms for the BOA25 promotion, particularly the wording regarding the $25 maximum winnings and whether it applies to winnings generated after the balance adjustment?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings displayed in the bonus balance?

Thank you in advance for your answer.

After your balance dropped from approximately $90 to $25, did you receive any notification or message explaining the adjustment? NO NOTIFICATION, IT JUST DECREASED WHILE I WAS PLAYING

Do you have the exact terms and conditions of the BOA25 promotion on hand, in particular the wording regarding the maximum winnings limit of $25 and whether it applies to winnings generated after the balance adjustment?

I ONLY HAVE THE TELEGRAM POST

Could you confirm if your casino account balance was split into real money balance and bonus money balance?

Did the balance you continued playing with appear as "withdrawal" or "real money," or were your winnings shown in the bonus balance? IT APPEARED AS WITHDRAWAL, AND WHEN THEY DEPOSITED, THEY CHANGED THE WITHDRAWAL AMOUNT IN THE HISTORY.

Después de que su saldo se redujera de aproximadamente 90 dólares a 25 dólares, ¿recibió alguna notificación o mensaje que explicara el ajuste?, NINGUNA NOTIFICACION SOLO MIENTRAS JUGUE SE BAJO



¿Tienen a mano los términos y condiciones exactos de la promoción BOA25, en particular la redacción relativa al límite máximo de ganancias de 25 dólares y si se aplica a las ganancias generadas después del ajuste del saldo?

SOLO TENGO LA PUBLICACION DEL TELEGRAM

¿Podría confirmar si el saldo de su cuenta de casino se dividió en saldo de dinero real y saldo de dinero de bono?

¿El saldo con el que seguiste jugando aparecía como "retiro" o "dinero real", o tus ganancias se mostraban en el saldo de bonificación? APARECIA COMO RETIRO, Y CUANDO ME DEPOSITARION CAMBIARON EL MONTO DEL RETIRO EN EL HISTORIAL

IT DIDN'T COME OUT IN REAL MONEY, IF THE BONUS I HAD ALREADY MET THE GOAL

NO SALIA EN REAL, SI EL BONO YO YA HABIA CUMPLIDO LA META

Dear jenniferfredericv,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal K., (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello, Michal and Casino Guru team:

I want to add some fundamental technical details about why I continued playing and why the casino's stance is completely inconsistent:

The trap of minimum deposits and withdrawals: The casino requires minimum amounts to withdraw. With the $25 I was left with after the cut, I didn't even reach that minimum. Furthermore, if you want to deposit to unlock your account, they impose strict rules like a 3x rollover or they block your spins. Therefore, I was forced to continue playing legitimately to try and reach an amount that would actually allow me to withdraw.

Zero notification: The casino NEVER notified me or warned me on screen that my balance was going to be reduced from $90 to $25. The adjustment happened silently while I was playing.

The system allowed me to continue gambling: If the casino believed that money was locked up or could no longer generate profits, their platform should have blocked my account or restricted my gaming. Instead, the system allowed me to continue betting as normal.

Unfair retroactive confiscation: It is completely unacceptable that they allow the account to grow to $251 through my bets and effort, only to then, when requesting a withdrawal, confiscate everything under confusing terms that they never applied through a software block in due time.

I greatly appreciate your assistance and await the casino's response.

Hola, Michal y equipo de Casino Guru:

Quiero añadir detalles técnicos fundamentales sobre por qué continué jugando y por qué la postura del casino es totalmente incongruente:

La trampa de los mínimos y el retiro: El casino exige montos mínimos para poder retirar. Con los 25 dólares que me dejaron tras el recorte, ni siquiera alcanzaba ese mínimo de salida. Además, si uno quiere depositar para destrabar, imponen reglas duras como un rollover de x3 o te bloquean los giros. Por lo tanto, me vi obligada a seguir jugando de forma legítima para intentar alcanzar un monto que realmente me permitiera retirar.

Cero notificación: El casino NUNCA me notificó ni me advirtió en pantalla que mi saldo iba a ser reducido de 90 a 25 dólares. El ajuste ocurrió de forma silenciosa mientras jugaba.

El sistema me dejó operar: Si el casino consideraba que ese dinero estaba bloqueado o no podía generar más ganancias, su plataforma debió bloquear mi cuenta o restringir el juego. En su lugar, el sistema me permitió seguir apostando con total normalidad.

Confiscación retroactiva injusta: Es completamente inaceptable que dejen que la cuenta escale hasta los 251 dólares mediante mis apuestas y esfuerzo, para que luego, al momento de solicitar el retiro, confisquen todo amparándose en términos confusos que nunca aplicaron mediante un bloqueo de software a su debido tiempo.

Agradezco enormemente su gestión y quedo a la espera de lo que responda el casino.

I was playing with a no-deposit bonus and managed to build my balance up to $90, at which point the system arbitrarily reduced it to $25 without warning. Since $25 didn't meet the minimum withdrawal requirement—and the casino requires a 3x rollover for low deposits—I was forced to continue playing legitimately with that balance. Through effort and regular bets, I managed to increase my account balance and win $251, so I requested a withdrawal. However, the casino acted in bad faith and forcibly reduced my balance again, retroactively cutting and confiscating my winnings.

jugando con un bono sin depósito y logré subir mi saldo hasta los 90 dólares, momento en el cual el sistema me lo bajó arbitrariamente a 25 dólares sin previo aviso. Como esos 25 dólares no cumplían con el mínimo requerido para retirar —y el casino exige cumplir con un rollover de x3 si se deposita una cantidad baja—, me vi obligada a seguir jugando legítimamente con ese saldo. Con esfuerzo y apuestas normales, logré escalar la cuenta y ganar 251 dólares, por lo que solicité mi retiro por ese monto. Sin embargo, el casino actuó de mala fe y me volvió a bajar el monto a la fuerza en el historial, recortando y confiscando mis ganancias de manera retroactiva.

Hello jenniferfredericv,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Good Day 4 Play Casino to join the conversation.

Dear Good Day 4 Play Casino,

Could you please clarify the rules applicable to the no-deposit bonus associated with the promotional code BOA25?

In particular, I would like to establish whether the player was sufficiently informed that the $25 maximum win continued to apply to subsequent winnings generated after the maximum win had already been applied.

Could you please provide the relevant provision from the BOA25 terms supporting the continued application of the $25 maximum win to winnings generated after the maximum win had already been applied? I would also appreciate it if you could clarify how this rule was presented to the player at the time the bonus was claimed.

Should there be any factors relevant to this matter that may not be suitable for public disclosure, please feel free to share them with me directly at michal.k@casino.guru.

Thank you in advance.

I should mention that after the reduction from 90 to 25, I had to reach the goal of 30 to withdraw, and in a stroke of luck I won the 251 dollars, and when I withdrew them they exchanged them for 25 dollars.

mencionar ke despues del rebajo de los 90 a 25, debia cumplir la meta de 30 para retirar y en un golpe de suerte gane los 251 dolares, y al retirarlos me lo cambiaron por 25 dolares