A sad story about my experience at CasinoFriday

davincy1977

Newbie member
PABnononaccred
Joined
Sep 26, 2020
Location
Home
Hello everyone,

I am here tell you a story about my casinofriday experience. My dad who is 74 years old. With joy and excitement he came into contact with this casino and since this was his first experience of online gambling it was at first a little strange. However at some moment he suddenly won around 1275 euro from the Gonzo Quest megaways slot. He still had to wager it ( for a few weeks) which he did succesfully and with excitement he tried to withdraw around 800 euro. However, it did not work ( he got an error “invalid amount”). He was also not very fast and experienced with websites and computers. So then he decided to ask me ( his son) for advice ( I also have an account on casinofriday but live on another home adress). I offered to look into this so he gave me his logindetails and i logged into his account very briefly with my phone...to see if i can request the withdrawl to his bankaccount. It worked and the withdrawl was pending. I had no idea what i did wrong and i was also not aware that i was breaking some terms.

Anyway the result if this unintentional ask for help has my dad losing almost 1200 euro of real cash funds and both our accounts blocked. This made me very saddened since i was in no way planning to commit a fraud. As a result of this situation my innocent dad lost alot of money. We tried to complain to the casino and ask for an explanation. They said we broke the terms of the casino.
“ §16.6 A Bonus is only valid once per Account/household/IP address/device. Unless stated otherwise, you must deposit at least 20 € or currency equivalent and play 20 € or currency equivalent in order to qualify for a Deposit Bonus. The decision is final and unfortunately there is not way to open your account.”

Honestly, they expect us to read 15 pages of tiny term letters before playing at the casino? And why no warning at first?

They also said “management made the decision and it is final. We both feel terribly. I feel guilty just by unintentionally trying to help. I should have visited my dad and helped on his computer..that was my fault but because of coronarestrictions we dont do visits often. So still i find the punishment very harsch. My dad in my opinion is completely innocent and he feeling robbed/cheated/broken.

So why i am writing this? Just to share you my story. Maybe if anyone has any ideas/tips what things still can be done...i would welcome that. Any opinion is welcome too.

Kind regards,

Vincent
 
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salmonhell11

Newbie member
Joined
Jan 29, 2021
Location
Sweden
So why didnt you just use mobile phone internet? and not same wifi as u play on urself, anyway thats not reason at all to cancel that withdrawal, u should put the full force on that shady casino :D
 

davincy1977

Newbie member
PABnononaccred
Joined
Sep 26, 2020
Location
Home
How? What can i do? What can my dad do? I mean we wrote long letters to customer support without any success until now
 

davincy1977

Newbie member
PABnononaccred
Joined
Sep 26, 2020
Location
Home
I didnt expect they would check the wifi. I didnt read those terms. So yes if i knew, i would have put on mobile internet.
 

davincy1977

Newbie member
PABnononaccred
Joined
Sep 26, 2020
Location
Home
Well i wonder whats the point? I contacted customer support many times and they just keep saying that “ management has made the final decision and it cannot be changed”
 

colinsunderland

Experienced Member
webmeister
MM
Joined
Jan 28, 2016
Location
uk
Well i wonder whats the point? I contacted customer support many times and they just keep saying that “ management has made the final decision and it cannot be changed”
The point is you made a thread complaining, and when someone suggests a possible solution, then you don't bother. So what was the point in starting the thread?
It will take 2 minutes to pm them and ask if they would look at your case again, and link to the thread, what do you have to lose?
 

davincy1977

Newbie member
PABnononaccred
Joined
Sep 26, 2020
Location
Home
And this is the reply from casinofriday.

i am curious about opinions from anyone:

————————————

Hi Vincent,

We are contacting you from CasinoFriday customer support.

Unfortunately, your case broke our terms and conditions, not only 9.1; but also 16.6. Allow us leaving here the link to our terms and the other mentioned term. We are sorry that it was a mistake made out of you wanting to help your dad, nevertheless, after the management checked both of the accounts, this was the final decision taken from them: allow to withdrawal your deposits, and close the account. We are sorry for any inconveniences this might caused, and we wish you the best now on.

You can read it all in:
You do not have permission to view link Log in or register now.


§9.1 Each player can create only one personal user account. Creating multiple user accounts by a player will result in termination of the accounts and suspending of all payouts. The player shall not provide access to his user account or allow using the website to any third party including but not limited to minors. Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account.

§16.6 A Bonus is only valid once per Account/household/IP address/device. Unless stated otherwise, you must deposit at least 20 € or currency equivalent and play 20 € or currency equivalent in order to qualify for a Deposit Bonus.

If you come up with any other questions, don´t hesitate to contact us. We are happy to help!

Best regards,

—————————————————-
 

Scott1baird

Senior Member
MM
Joined
Oct 16, 2018
Location
Isle of Bute Scotland
I can see the casinos point here. it does kinda look as if you perhaps made an account in your fathers name possibly near his house or in it, got the bonus and decided to continue playing then you kinda panicked when you beat the wagering and withdrew at your own address rather then going to your fathers address and withdrawing out there, not saying this is the case but it does look that way.
 

sufferinsilence

Senior Member
MM
Joined
Dec 13, 2017
Location
Belgium
If they can check from which IP the withdrawal was requested and tie this to another account, they can easily check from which IP the gameplay from the father's account was... If it really is a one time thing that a son is helping out his father there is absolutely no reason to void the withdrawal.
 

casguy2016

Newbie member
Joined
Aug 30, 2016
Location
Canada
I signed up yesterday won and requested a withdrawal. Went to bed and woke up to an email saying withdrawal was approved....checked my MuchBetter account and the money is already there. Very good first experience with them. Will play there again.
 

casguy2016

Newbie member
Joined
Aug 30, 2016
Location
Canada
IP Addresses change all the time. Using a different IP should not be an issue unless someone is jumping countries? I think the key part of this argument is "different household". Regardless I hope they get it figured out for you.
 
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