Casino Days - Player complains about responsible gambling in the casino.

Dear Team,

This is a formal complaint against White Star B.V., (trading as Casino Days) whose registered office address is Fransche Bloemweg 4, Willemstad, Curaçao, is licensed and regulated by the Government of Curaçao under the Master Gaming Licence 8048/JAZ to provide online casino, issued under the laws of Curaçao.

I started playing with them in September 2022 and have since lost more than USD 800K. My losses of $800k are 90% revenue to Casinodays.

I would like to bring to your attention a few points.

The company licenses by you is not making any responsible gambling checks, like reaching out to the players and checking if we are gambling responsibly, popping up notification for playing on the website for more than 5 hours

I placed big bets of USD 12000 for continuous 20 times on the same third dozen and the numbers never landed, no body from Casinodays checked with me regarding the high bets and if I am gambling and I am gambling responsibly

In addition to this Casinodays also gives bonus to attract us where we have to wager 10X of the bonus for the withdrawals.

I recently reached out to them explaining I feel the results are manipulated and requested them to share the video clips as I am interacting with Malta Gambling Authority and Latvia Gambling Commision and they have requested for proofs of the same. When I requested the video clips, Casinodays was not willing to share the same. Attached are mail responses from my follow up with Casino days, Malta Gambling and Latvia Gambling.

Had Casino Days followed up with me regarding responsible gambling I would have saved money, with this intention I requested them to refund me $200k and they denied. I had no other option but to bring this to your attention in a hope that you will help me because the operator did not follow any preventive methods. 

Dear harshap121,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I reviewed the responsible gambling options on the casino website and found this: https://casinodays.com/in/help

At Casino Days we take your safety seriously. If you would like to play more responsibly, you are able to set yourself Limits and take a some time off.

Could you advise if you’ve contacted casino support about your options for responsible gambling tools? What did the casino reply?

Looking forward to hearing from you.

Best regards,

Tomas

Dear harshap121,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

In fact the Casino kept giving me bonus every time to play and loose more.

Dear harshap121,

Unfortunately, we at Casino.Guru doesn’t deal with complaints related to licensing regulations and policies. We are not a Curacao gambling authority. If you wish to raise an issue with them, you need to contact the licensing authority directly. We are an independent online casino database that acts as a mediator in resolving players’ disputes.

I would like to ask you to provide more information if we are to assist you further.

Could you advise if you’ve contacted casino support about your options for responsible gambling tools? What exactly did you request from the casino regarding the responsible gambling tools? Did you request a self-exclusion at any point? I'll look forward to your reply.

Dear harshap121,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.