Casino Days - Player’s attempt to self-exclude from the casino has been overlooked.

Dear Tommn,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward the original live chat transcript along with your cashier history? My email address is 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

Hallo Petronela, ich habe dir die entsprechenden Infos per E-Mail weitergeleitet.

Thank you very much, Tommn, for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Tommn, I looked at your case and emails and understand the situation. I will contact the casino and see if I can help. I would like to invite Casino Days to the conversation to participate in the resolution of this complaint.

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

Hi Tommn,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We reopened the complaint as per the casino's request. We received the following message by email from the casino:

"Hi Tommn,

After reviewing your case, this is what we have found: You have closed your Account with us 2x. The first time you mentioned that you would like to close your Account for 6 months. You have been informed that this if unfortunately not possible, but that you can regularly close your Account. During this conversation, you were informed that you are able to reopen your Account at any time, which you did on June 2nd.

The second time that you have closed your Account, the Agent asked you if you would like to set some Limits on your Account or set an RG Cooloff, which you cannot reopen without a cooloff period. You decided that this is not something you would like to do but close the Account instead, which in the Chat beforehand it was already communicated with you that it is possible to reopen the Account. You also decided not to set any Limits.

At Casino Days, you have multiple tools to regulate your gambling, such as setting Limits (Deposit Limits, time Limits, Loss Limits) or being able to Self Exclude the Account for up to 1 month at a time. You are also able to close the Account on request, however, this can be reopened by simply asking the customer Service Team. This is the option you have chosen when you closed the account again. We believe that our players have full control over their Account. We do offer these tools to those who ask, and this has been done from our Agents during your Chat. All that we can do is offer these options, but at the end, it is up to our Players to make the decision on how they would like to handle their Account- we cannot do this for you. We believe that we have acted and handled this case to the best of our abilities.

Best regards,

Casino Days"

Dear Casino Days,

I would like to ask you for the transcript of the first chat where the player asked you about the self-exclusion. You can send it to my email address: peter.m@casino.guru.

Thank you Casino Days team for the email.

I carefully read the transcript and would like to point at a few things. The player wanted to close his account for 6 months. He was offered an account closure with the ability to reopen it later by contacting the support. So far so good, however, the support person asked the player if it was alright and he replied: "hmm, I don't think so. So please close my account permanently, I don't trust myself" This was a clear signal that the player may have a gambling problem. Instead of offering the player a cool-off option or any sort of self-exclusion without the option to reopen his account, the support person just replied: Okay, your account is now closed. Later, his account was reopened...

We at Casino.guru take matters of gambling addiction very seriously and find that the player's request wasn't handled correctly. Therefore the player's deposits after the permanent account closure request should be refunded.

We would like to ask Casino Days to reply to this complaint. 

Hi Team,

We have reviewed the case again and decided to refund the deposits made on 6th June 2021. We have reached out to the player to confirm the Details.

Ich kann bestätigen das ich eine E-Mail von Casinodays erhalten habe, in der ich meine IBAN für eine Rückzahlung von 930€ bestätigen muss.

Die E-Mail wurde soeben von mir beantwortet.

Sobald ich die Rückzahlung erhalten habe gebe ich hier nochmal Bescheid.

Dear Casino Days team,

Thank you for reconsidering the case.

Dear Tommn,

Please let me know when you receive the refund.

Ich kann den heutigen Eingang von 930€ auf meinem Bankkonto bestätigen.

Somit wurde die angeforderte Rückzahlung von 930€ vollständig erstattet.

Ich bedanke mich recht herzlich bei Casino Guru für die Unterstützung, auch bei Casinodays möchte ich mich bedanken. Schade dass es über diesen Weg gehen musste, letztendlich bin ich aber zufrieden mit der Lösung.

Dear Tommn,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter