Friends.Casino - プレーヤーのバランスが無効になりました。

In december I deposited ~50 USD to my account and quickly won 1100 USD on top of it.

Before depositing I made sure that no bonuses were active, the account had zero funds on it, and no bonuses were to be applied.

When I went to cash out my winnings, the casino then removed the 1100 USD and paid out only 50 USD, citing I had won the funds with bonus money. I have disputed this multiple times to no avail. Even though they can see that I won the money with some 10 USD bets (over the maximum the software allows betting with bonus money), they still stand their ground.

Either there is a bug in their bonus system, where the user cannot see an active bonus, a bonus that, in this case, should not have been applied, or they simply won't pay out the money.

I have asked them for a printout of my deposit, bonus and betting history, as this is not readily available on their site. If this information does not make sense in regards to their claims, I will try to get my money back.

This whole endeavor has taken almost 2 months now, so I'm a bit tired of waiting for my money to be paid out.

Hello Ulf,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Friends Casino. Allow me to ask you a few more question before we would move forward.

Was this your first ever deposit into the casino? Have you ever claimed any bonus in the past? Did the casino prove in any way that you have used a bonus?

Please also forward any relevant screenshot or communication between you and the casino to nikolas.b@casino.guru.

Regards,

Nick

Dear Ulf,

We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.

The complaint will be now rejected for the above mentioned reason.