Casino Days - Player’s account has been closed and his winnings have been confiscated.

Hello CasinoGuru Team,

I have a account with casino days from a very long time, I switched to different casino and returned to casino days this in July 2024. I played for quite few days and won on live casino, slots etc. I had a Balance of approx Rs 375000. Out of which I was able to withdraw Rs 135000. And I had few pending withdrawals the casino days froze my account asked me to verify my details,i provided necessary documents and documents status was approved but they never released my account back. I reached thier customer service daily to check on status of my account they stated it's under review. Finally on July 15th I received an email stating my account is closed due to 11.2.

I had funds available of Rs 240899, still in my account and I asked them for details why did they closed my account, I have never got a valid reason why my account was closed.

Can you please look into this, it would be great help!!

Thank you!

Dear punisherxx,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions and this is what I found under rule 11.2:

11.2 Should we reasonably suspect that you are engaging in, or have engaged in, fraudulent, unlawful or improper activity (including but not limited to money laundering), or conduct otherwise in material violation of these Terms, we may prevent you from accessing the Website and/or Services, and/or suspend, restrict and/or terminate your account, immediately and indefinitely ("Access Restriction"). In the event of an Access Restriction you acknowledge and agree:

(a) that you are required to, and you will, use best efforts to assist and cooperate in our enquiries and investigations of those matters which occasioned the Access Restriction being imposed;

(b) that we will not be obliged to return any balance of funds remaining in your account to you, and that any such balance will be considered forfeit; and 

(c) we may inform any relevant authorities, other online service providers and banks, credit card companies, electronic payment providers or other financial institutions of your identity and of any suspected unlawful, fraudulent or improper activity on your part. 

Could you please confirm if all your identity documents have been approved during the verification process?

Could you kindly specify what types of games you played?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Thank you for your response Veronika,

Please see below responses,

Yes, my documents were approved by the casino days team, I'm attaching a snips from the verification screen.

I played live casino (Evolution almost all games), and bonus buy on Slots (especially Relax gaming and PG Soft)

Without Bonus, there was no active bonus for my account.

I hope this answers your questions, let me know if you need more details.

Thank you!

Thank you very much, punisherxx, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you punisherxx for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Days for their help in resolving this complaint. We would like to know why was the player's account blocked and winnings confiscated.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello all,

I hope you are doing well.

I am sorry to hear that you had unpleasant experience on our site.

Please give me some time to investigate and I will get back to you on the case.

Thank you for your patience and understanding.

Regards,

Casino Days

Dear punisherxx, the casino representative has provided me with evidence of tampering with the document that you provided for the KYC. Would it be possible to provide me with the documents you used to verify for review? You can provide any evidence to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter,

Thank you for your response. I have emailed you the documents which were submitted for KYC.

Dear punisherxx, I am in contact with the casino affiliate, I will update you about any further developments. Thank you in advance for your patience!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone

I apologize for not getting back sooner.

I will check this matter with the relevant department and get back to you as soon as I get the answer.

Appreciate your patience and understanding.

Regards,

Casino Days

Dear punisherxx, the casino has provided me with evidence of tempered documents. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter