Casino Days - Player's account has been closed without explanation.

After depositing funds, I won $4,200 and withdrew it to my Vega Wallet. I then deposited $4,200 from Vega Wallet to Casino Days and won up to $4,950, which I requested to withdraw to my bank. I was informed that withdrawals must be done using the same method as the deposit, and I agreed. However, the status remained under review and my account was eventually frozen with the withdrawal denied. The reason given was that I had multiple accounts, which is not true. My account was suddenly frozen without any communication. There was no discussion, and I was unilaterally deceived.

Dear shirotan0130,

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. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you have passed the KYC verification?
• Have you accumulated your winnings of $4925 with the help of a casino promotion or bonus money?
• Could you please share your communication with the casino regarding the allegations against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Is it possible that your family or someone using the same IP address has created an account at this casino?

Answer: No

Please let me know if you have passed the KYC verification.

Answer: No

Did you take advantage of casino promotions and bonus money to win $4,925?

No answers, no bonuses, no promotions.

Could you please share the conversation you had with the casino regarding the complaint against you? Please send the email or chat records to my email address. Answer: My account was frozen so I can't see the chat history.

Please help me. Thank you.

Thank you very much, shirotan0130, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@casino.guru)   who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you very much.

customer

Thank you for using Casino Days.

I would appreciate some time to look into the above matter in detail.

Thank you very much.

Casino Days

Dear shirotan0130, 

My name is Katarina, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in. 

Dear Casino Days,

thank you for your message. We will be waiting for your update.

Lady Katarina.

Thank you for your cooperation.

Thank you for your continued support.

Dear shirotan0130, 

thanks for the update.

Do you have any conversation with casino saved regarding this problem you had with your account, please?

Dear Casino Days,

thanks for your message.

Was the second account active? Were there any deposits, winnings or withdrawals, please? Has this second account used any welcome deposits, please?

Hi all

I understand the player's frustration but please let me point out these below before I answer the questions.

The player answered "No" to this question: Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

However, the customer said that he has a twin brother after I provided the same ID pictures which were submitted for both accounts verification.

If he has a twin brother whose name is also 近藤 正義 (the same Kanji is used), and uses the same home address(I can see that in the provided verification documents as well), it is violating the T&C.

Registered Home Addresses:

Account 1

*he typed the number in full-width for Acc 1 and half-width for Acc 2, but they are the same home address

He also said "口座凍結されたためにチャット履歴が見れません" to this question "Could you please share your communication with the casino regarding the allegations against you?"  but I can see that those communications were done via email not via chat.

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Answers to your questions:

Was the second account active? - The account 2 which was created on 02 Aug 2024 is closed now but the account 1 is still open.

Were there any deposits, winnings or withdrawals, please? - There are multiple deposits and winnings but no successful withdrawals since the account was closed due to duplicate accounts. We noticed this when the player provided the documents for the verification of the account 2.

Has this second account used any welcome deposits, please? - we do not have any welcome bonuses from 1 Aug 2024 but this promo was applied.

Regards,

Casino Days

Casino Days is telling a lot of lies. I am the only one who does the withdrawals. I was able to withdraw $4,200 to Vega. I did not use any promotions. When I tried to withdraw nearly $5,000 from the above account, it was frozen. Is it really me who has multiple accounts? I can't believe Casino Days. I'll post a screenshot of my Vega deposit.

Dear Casino Days,

thanks a lot for your in depth explanation and message. I really appreciate your cooperation. Will you be able to share the email communication with shirotan0130, please? My email is katarina.d@casino.guru.

Dear shirotan0130, 

given the current trajectory of recent developments, I regret to inform you that there may be limited opportunities for me to assist you. The casino has presented compelling evidence indicating that you may have violated the terms and conditions by establishing multiple accounts. Would you kindly confirm whether you have any email correspondence with the casino regarding this matter? You also suggested your twin brother may have an account, are you able to prove his involvement?

Dear shirotan0130, 

it is very hard to purse you case. I am afraid you will have to show some kind of evidence. You can start by providing the email communication between you and casino regarding your troubles accessing your player's account due to problems with Apple ID. I will also need your ID as well as selfie with your ID close to your face. Will you be able to provide those things, please? Feel free to submit them here or send me an email to katarina.d@casino.guru.

Looking forward to your reply.

Dear shirotan0130, 

I have carefully reviewed and analyzed the documents provided to me on several occasions. Following a comprehensive investigation, I have concluded that a breach of the terms and conditions has occurred. Consequently, I must close this complaint in favor of the casino. I understand that this decision may be disappointing, and I regret the outcome.

However, if you do not agree with our decision, please do not hesitate to contact Casino Days regulator, Curaçao Gaming Control Board. https://www.gamingcontrolcuracao.org/contact.

This complaint will now be closed.

All the best,

Katarina