CasinoFriday - many issues with this "promoted" casino

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Nosound113

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Since signup they havent processed my withdrawals in a fasionable time, still pending 10 hours and counting - account is verified. Two times I have bought bonuses which malfunctioned and I have not got my bonus-buys back. The support said that I could not buy bonuses over 5 euro with an active bonus (my bonus balance was 0.06) but I had bought many bonuses before that with no issue.

The chat has a big overload, is this site released too early? Waiting as number 1 in queue for 30+ minutes, nah this smells scam and I'm taking my money elsewhere. 

 
Nosound113 said:
Since signup they havent processed my withdrawals in a fasionable time, still pending 10 hours and counting - account is verified. Two times I have bought bonuses which malfunctioned and I have not got my bonus-buys back. The support said that I could not buy bonuses over 5 euro with an active bonus (my bonus balance was 0.06) but I had bought many bonuses before that with no issue.

The chat has a big overload, is this site released too early? Waiting as number 1 in queue for 30+ minutes, nah this smells scam and I'm taking my money elsewhere. 
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Hi Nosound113,
Very sorry to hear that you have been having a bad experience with us. Let me address the issues you've had and see if I can be of any help 🙂

  • We do try to keep our withdrawal times to a minimum, especially with verified accounts. Remember, we are still a fairly new casino and while it's not an excuse for delays, all of us do our utmost to have all withdrawals processed within means possible. 
  • It is true that we have had some issues recently with bonuses, specifically for certain countries — it is also however true that we have the policy of not being able to buy features nor play with over €5 while a bonus is active. If you had €0.06 left in your bonus balance, it should however not be a problem, feel free to PM me and I can look in to your case specifically.
  • About the support queues, this is a factor that comes into place when you are a newly started site, however again, this is not an excuse for having queue, especially not 30 minutes. I will for certain bring this up with the team.


If you wish to have this explained in more detail for your case specifically, feel free to send me a PM and I will happily sort it out for you.

I don't believe that we released too early, we made a lot of valuable changes from the first week, and having you guys around provided a lot of good feedback for us. Believe it is just growing pains 🙂

Hope to hear from you as soon as possible,
Alexander

 
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AlexCasinoFriday said:
Hi Nosound113,
Very sorry to hear that you have been having a bad experience with us. Let me address the issues you've had and see if I can be of any help 🙂

  • We do try to keep our withdrawal times to a minimum, especially with verified accounts. Remember, we are still a fairly new casino and while it's not an excuse for delays, all of us do our utmost to have all withdrawals processed within means possible. 
  • It is true that we have had some issues recently with bonuses, specifically for certain countries — it is also however true that we have the policy of not being able to buy features nor play with over €5 while a bonus is active. If you had €0.06 left in your bonus balance, it should however not be a problem, feel free to PM me and I can look in to your case specifically.
  • About the support queues, this is a factor that comes into place when you are a newly started site, however again, this is not an excuse for having queue, especially not 30 minutes. I will for certain bring this up with the team.


If you wish to have this explained in more detail for your case specifically, feel free to send me a PM and I will happily sort it out for you.

I don't believe that we released too early, we made a lot of valuable changes from the first week, and having you guys around provided a lot of good feedback for us. Believe it is just growing pains 🙂

Hope to hear from you as soon as possible,
Alexander
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It was an argument  from your support that I should not buy bonuses with an active bonus and thats why it was forfeited (the bet), but the balance was 0,06 euro and it was not because of any bonus balance that the game malfunctioned.

Now, today, another bonus buy has been lost and when will I get my money back, honestly? From three different providers the game has reported an error and my money is lost in the Netherspace. Over 400 euro is missing from my account which you are "looking into" and that you have "escalated" the issue - how many people are affected by the glitches provided in your infrastructure? 

Its not the providers issue, its your connection with the provider that is flawed and it needs to be sorted out before you let anyone place any more bets on your site IMO. 

It should not be that hard to see in your logs that I have placed a bet that resulted in an error and that my money is lost. You have all the tools to credit that money back instantly, I've spent thousands of euro on your site already and to have your money lost because of technical problems is way worse then losing them because of bad RNG.

It's also great that you reply quicker then the support and the "VIP" manager on email.

 
Nosound113 said:
It was an argument  from your support that I should not buy bonuses with an active bonus and thats why it was forfeited (the bet), but the balance was 0,06 euro and it was not because of any bonus balance that the game malfunctioned.

Now, today, another bonus buy has been lost and when will I get my money back, honestly? From three different providers the game has reported an error and my money is lost in the Netherspace. Over 400 euro is missing from my account which you are "looking into" and that you have "escalated" the issue - how many people are affected by the glitches provided in your infrastructure? 

Its not the providers issue, its your connection with the provider that is flawed and it needs to be sorted out before you let anyone place any more bets on your site IMO. 

It should not be that hard to see in your logs that I have placed a bet that resulted in an error and that my money is lost. You have all the tools to credit that money back instantly, I've spent thousands of euro on your site already and to have your money lost because of technical problems is way worse then losing them because of bad RNG.

It's also great that you reply quicker then the support and the "VIP" manager on email.
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Good morning!

I will send you a PM since I would need more details to be able to check any of this.

Alexander

 
I have recieved plenty of updates on this matter now, and they are working hard to sort the problems. I also recieved a small compensation for the problems and the customer service is nothing to complain about. I just want to lift these issues up so that newcomers know that things can happen 🙂

 
Still havent recieved any news regarding my issue with the lost bonus buys, the "VIP"-manager hasnt replied but Alex on CG has been kind enough to reply. 

I think it is unacceptable that things take this long. Its my money that they have in Limbo and why they just dont credit my lost bets back in whole while they sort the problem out is beyond me. Im one very unsatisfied customer of this Casino to be honest 😞 I do appreciate their efforts, but I dont feel like a valued customer when Im in the dark about what is happening with my money.

 
@AlexCasinoFriday

I saw you wrote that the site will do it's best to complete a withdrawel and quick as possible. And what is quick in your opinion? 

The Sites i play on verify my account in a few hours and my withdrawels are aproved in 15-60 minutes and the money is usually in my bank account after 6 hours. I will only mention the Sites if requested and Can also provide several screenshot that will confirm what i am saying. One time my account and cashout was done in under 15 minutes 

So if I should give your site a try how long time should i expect it to take for my account to be veryfied and my payment completed? Are we talking days? 

 
Hi fellas, hope you are all well.
 

To follow up on your case @Nosound113 — this is currently with provider as I believe was mentioned to you via email from Fredrik. When it comes to these types of cases (eg. where it is a fault/error in a round), we are limited to what we are able to do, it being on the providers side to solve. We do push these types of issues with the provider in question as it is in both ours and yours best interest to have this solved as soon as possible. I hope you understand what I mean. I received an answer regarding this case in particular and it seems that the provider has located the issue and it's being resolved.

@Orzabot — Yes, we do not have any specifically set timeframe for handling processes like withdrawals or KYC documents, but we simply mention that we will do it as soon as possible. We handle several documents every day, and we do our utmost to do it as soon as they are received from the player(s). 

That being said, if you have provided documents (perhaps in relation to you wanting your withdrawal processed), if we see that the documents are in good shape, they will be approved and if same goes for your withdrawal, that will as well. 

We do believe that we have a pretty firm grip on the amounts we are receiving in terms of documents and withdrawals right now, but there is always the factor that there can be some slight delays, but I'd say that you should not expect it to take days, following the above circumstances.

If there's anything else you'd like to know, feel free to reach out again and I'll do my best to assist.

Thank you all,
Alexander

 
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