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Gday – maximum win cap

Ruling

Found for the Casino - G'Day are applying the maximum allowed win term from their general bonus terms and conditions. There's no reason this term would not apply.

Read our G'Day Casino Review.

Player's Complaint

Dear ThePogg,

I had an major win with Gday casino on October 8, 2018, and now they are being extremely sneaky about it.

I made a deposit, and received a deposit offer of 100 % on my deposit of 500$.

After my big win (have a video), I received a call from the head of VIP. He said everything was okay and your weekly withdrawal limit should be set to 7500$ per week(which was not mentioned in their terms, just to mention).

He also stated that "we currently do not have a VIP program but if you keep playing with your balance, we can increase your withdrawal limits". Obviously they would love it if gambled my winnings away.

After reading their terms on the second day, I asked chat support for the manager to give me a call but never received a call, and then when I went back on chat the day after they would not transfer me to the VIP team which I found odd.

After 60 hours my withdrawal was also not processed and then today I received this email....

-------------------------------------------------------------------------

Dear xxxxxx,

We have reviewed your account and can confirm as follows:

On 8th October 2018, you contacted our Customer Support to request a different offer to the one that had been sent to you by our casino via email. After discussions, you were provided with a new offer to accept which was a 100% deposit match bonus up to $500. You accepted this offer in knowledge that it revoked the old offer. As a result, our general Website terms and standard Promotional terms apply to this offer.

As per Clause 8 of our standard Promo Terms (which are available on our website), any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus.

Therefore, the bonus you were awarded was valued at $500, meaning that any winnings can be restricted to 10x that value, being $5,000.

Your winnings have therefore been capped to $5,000 and we have adjusted your casino cash balance accordingly. It is your option whether you wish to play, or withdraw, this cash value.

Yours sincerely

Accounts Team

---------------------------------------------

They are applying a completely different term on my winnings so they can get away from not paying me what is rightfully mine.

My bonus is not considered free money nor an instant bonus. I had a match offer on my deposit. Its considered a deposit offer.

I received an email regarding a 100% up to 50$ offer, which was not available on the account that day. However if I made a deposit of 500 and up it would be matched 100%, so I made my deposit and proceeded to play.

The casino is taking the wrong route regarding my winnings, by applying the wrong website terms on my win. What they are trying to do to me is absolutely disgusting.

I am expecting this casino to live up to its brand and pay me all of my winnings.

Thepogg, if you need any information you may contact me.

Read the casino review

10 Responses

ThePOGG
Oct 12, 2018

Hi Ragrets990 - welcome back!

Unfortunately there is not going to be anything we can do to help you in this instance.

G'Day Casino carry clear terms and conditions in this respect and they are as follows:

8. INSTANT BONUSES

Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a $100 instant bonus, a maximum of $1,000 is eligible for withdrawal if we choose to enact this clause.

The bonus you receive was both "cash" and a "bonus" and it was received "via Customer Support". Unfortunately this term is applicable to your play and while we don't necessarily particularly like these types of discretionary terms, the operator are within their rights to enforce it.

Sorry there is nothing further we can do to help you.

ThePOGG

Ragrets990
Oct 12, 2018

Thepogg, please give me a chance to explain everything.

They can apply this term to anyone who they do not wish to pay.

In their email it states "You accepted this offer in knowledge that it revoked the old offer." , Are they implying if I had taken the 50$ match bonus in regards to the email, and still managed to win [EDIT], they would have paid ?

"As a result, our general Website terms and standard Promotional terms apply to this offer."

The also say that if had taken the email offer none of their terms would have applied, correct ?

They can obviously say "cash, bonus, support, and live chat" to apply their terms on my winnings, but it simply does not they can apply this term to my winnings.

ThePOGG
Oct 12, 2018

Hi Ragrets990,

Whether or not the term would have been applicable to the emailed offer (it would have as these are general bonus terms and conditions and the email was offering a bonus) is irrelevant. You accepted a bonus and the bonus came with applicable rules. You are entirely correct that they can enforce this simply if they do not want to pay. The term is entirely intended to limit how much the operator risk paying out to players wagering with bonus funds.

And the term is clear that they "restrict the right to limit WINNINGS" - so the term is specifically applicable to your winnings.

I'm sorry you're frustrated, but there are no grounds for us to contest the operator's actions here.

ThePOGG

Ragrets990
Oct 12, 2018

So what is the point of them mentioning this in the email " After discussions, you were provided with a new offer to accept which was a 100% deposit match bonus up to $500. You accepted this offer in knowledge that it revoked the old offer. As a result, our general Website terms and standard Promotional terms apply to this offer. "

Why do they have to mention promotional terms apply to this offer, when you are saying it doesn't matter?

What their email states, if I had taken the email offer, their standard terms and promo terms wouldn't apply. That is what their email states. You are saying this is not a valuable argument ?

Ragrets990
Oct 15, 2018

Also wanted to mention that, for the past 5 days I have asked them to send me my chat history of that day ... They still have not sent my own chat history.

ThePOGG
Oct 15, 2018

Hi Ragrets990,

I'm sorry your unhappy but there's nothing further to say on this case. You are registered with the casino and subject to the general bonus terms and conditions (they apply to all bonuses). You accepted a bonus. You won. The casino are enforcing the maximum allowed win term that is part of the general bonus terms and conditions.

There's nothing further we can do to help you.

ThePOGG

Ragrets990
Oct 15, 2018

I can go to MGA and Ecogra correct ?

ThePOGG
Oct 15, 2018

Hi Ragrets990,

We don't have any influence over the complaints that these groups engage. You are free to try with them if you wish to, but I strongly suspect you'll receive the same response you have here.

ThePOGG

Ragrets990
Oct 31, 2018

Can you please re-open my complaint ?

Thank you

ThePOGG
Nov 01, 2018

Hi Ragrets990,

There's no reason to re-open this complaint. We reviewed your submission, we cannot support it. I realise that this is a lot of money and that you'd like to be paid it, but the terms are clear in this respect and you have been paid the maximum amount the operator are required to pay you. As stated above there is nothing further we can do to help you with this issue.

ThePOGG

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