Casino Days - Player's account locked after attempting withdrawal.

My account has been locked when i made a withdrawal of 35000 day after i made a deposit of 32000 into the application. Why they do this to us. This is our money atleast don't scam us in such a way. Thay are saying now that i have cheated i just want a proof which shows i did cheat. I was playing without any cheat or hacks. They locked me when i try to withdraw my money. Please gelp me get my money back.

Dear princenishant143,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Which games you’ve been playing (live casino games, slots, or sports betting)?
• Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

Hi @Petronela,

Thanks for getting back to me. Below are my responses:-

1. I have created my account on 10th January 2024. They didn't asked me for verification as they said if needed we will send you an email asking for required documents but I have never received any such mail.

2. I was playing live casino and online games.

3. All the amount in my account is my winning and deposited amount. I didn't go for bonus money.

Please help me get my account back. Thanks alot.

Hi princenishant143,

Thank you for your reply. I have checked the general terms and conditions, and this is what I found (here):

6.15 In the event that you have deposited funds to your account and not committed the entirety of those funds to interacting with the Services prior to requesting a withdrawal, we reserve the right to make a charge to your account to cover our reasonable costs of processing the deposit and withdrawal and such charge may be deducted from any withdrawal requested prior to transferring the balance to you.

Could you please confirm that you fully wagered the deposited amount before requesting a withdrawal?

Thank you.

Hi Petronela,

I have no idea about wagering the deposited amount. This was my first time in casino. All I know is that I was playing fairly and took some cash as per need, but they blocked my account.

As they mentioned above, i should have been charged instead of getting my account blocked. How is this fair?

They have sent me an email with terms because of which my account got blocked. I have attached the screenshot of the mail.

Hi princenishant143,

Regarding the compulsory deposit wagering, could you kindly provide, even approximately, the amount you wagered before initiating the withdrawal request? Understanding the total sum wagered before your withdrawal request would enable us to comprehensively grasp the issue. If you deposited 32K, was the entire amount utilized for gaming purposes?

Thank you.

Hi Petronela,

I haven't go for bonus amount. I know about wagering, but it is only needed when i have opted for bonus. All of the amount is my real money and I was playing with same. When the amount became 46500 INR, i requested a withdrawal of 35k INR. And next day my account was blocked.

Hi princenishant143,

Respectfully, it's important to note that wagering requirements apply to real money deposits, not just bonuses. In this particular casino, a mandatory 1x wagering requirement for real money deposits is enforced, while in some casinos, it may be higher.

• Did you utilize the entire balance of 32K to place bets?

Thank you.

Hi Petronela,

I have already mentioned it earlier that I know how wagering works and I have not opted for it. There was no criteria to check how much of amount i have wagered. And also if wagering is required than they shouldn't have allowed me to withdraw or can have charged me for that. Are you even looking into it as they have blocked me. Instead of helping me out I don't know why you questioning me such things.

Thank you very much, princenishant143, for your reply.

We consistently pose numerous questions to ensure a thorough understanding of events before escalating a complaint to a resolver. I apologize if you find this process excessive, but please be assured that it is a standard procedure applied to all cases.

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.  

Hi Peter,

Could you please provide me with an update on the issue.

Thanks.

Hello there,

Thank you princenishant143 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 accound blocked and what can we do to help the player receive their winnings.

Thank you!

Hi Peter,

Thanks for your help. Please let me know once you get any update on the issue.

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.

Ok

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Casino Days. We have received the following message:

Hello Peter and Princenishant,

Thank you for your patience, and we apologize for the delay.

We would like to inform you that we have reevaluated the initial flag of this payers deposit patterns and can confirm that our team did close this account in error.

We have proceeded with fully reinstating the player account and recredited all confiscated funds, together with letting them know via email.

We sincerely regret any inconvenience this has caused, and we are available to assist you with any future questions you may have.

Best regards,

Casino Days

Dear princenishant143, let us know if your account has been reinstated and all confiscated funds. Thank you in advance!

Hi Peter,

Thanks for all your assistance and support during this time. I really appreciate the way you have handled this case and able to reinstate my account. I am confirming that the account has now been unlocked and also I have received all of my amount in the application.

I have requested a withdrawal just to confirm if it is working properly and won't get blocked again because of this procedure. I will reach out to you again if there is any issue or else confirm when I will receive my withdrawal amount.

Thanks again for your support as without you guys I have had lost all my hopes of getting back my money.

Dear princenishant143, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Peter,

I have received my withdrawal successfully and account is working properly.

Thanks for all your support.

Dear princenishant143,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter