Casino Days - Player faces deposit issues and delayed support response.

I initially deposited 150 USD. However, only 100 USD was reflected in my account. Finding it strange, I checked the transaction history and saw that another 150 USD deposit had been made in succession. This amounted to a total deposit of 300 USD. I waited for a while, but my balance still showed only 100 USD. I decided to make a small deposit of 10 USD, and my balance then reflected 110 USD.

Following this, I contacted support, and I received an email stating they would get back to me within two hours. After two full days, despite multiple inquiries, I kept receiving the same email. During this time, I could not play any games, nor could I withdraw the remaining 110 USD. On the third day, I finally received a response informing me that 200 USD was charged back on my account, claiming that the funds were taken by the system at that time. I confirmed the transaction history through my credit card and found that there was a charge of 310 USD billed, which was deposited into Casino Days. I will send screenshots of the communications with Casino Days. If I'm at fault here, please let me know, and I will accept it.

Dear yuichibayo,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Days.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that these were your only deposits in the casino?
• Have you contacted your credit card company, or your bank and asked for assistance in this situation? With what result?

Thank you very much in advance for your reply.

Best regards,

Tomas

Not just once. It has happened many times.

I haven't gone to the card company yet.

Should I say something?

I'm asking the casino company to give me 200 USD, but they're not giving me anything.

Thank you for your complaint.

It's still the same.

It's ridiculous to take money from deposits. Why not just let people play and take it?

Thanks for your reply.

Since the casino believes you charged back some balance, I would recommend you contact your payment provider, bank, or issuer of your credit card and ask them for assistance in clarifying the situation.

Please let me know what they write you back.

Have you at some point in the past deposited 200 USD, alternatively deposits that sum up to 200 USD?

Is your casino account still accessible to you?

Dear yuichibayo,

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.