The player from Germany has tried to block his account on several occasions. Unfortunately, all enquiries were ignored, and the account reopened without any cooling-off period. We’ve rejected this complaint as unjustified.
Casino Days - Player’s attempts to close his account have been overlooked.
Amount: €1,500
Casino Days
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello, I just wanted to warn you about the casino days. I had asked about 10 times to deactivate my account and it was still activated every time without any cooling-off phase. I had also told them that I was afraid of falling into gambling addiction and still my account was reopened a day later. In the meantime I've deposited over € 1500 there and when I last asked to close my account, I was even offered a bonus if I didn't close it. I think that the casino is totally dubious and that responsible gaming is simply ignored here. So for players who are really at risk it is really a catastrophe and I would like to warn against it. Something like that is just reckless and ignorant and above all existence-threatening. My advice is to stay away from this casino!
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3 years ago
Dear Lesane1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?
I have checked the Responsible Gaming section on the website, and this is what I found https://casinodays.com/en/pages/responsible-gambling?terms=true:
„ If you self-exclude, you will not be able to access our services during that time. You acknowledge and agree that should you choose to self-exclude from our website, you will not be permitted to open or use a new account in any other manner during your selected self-exclusion period, until such self-exclusion has been lifted and the original account reopened. In the event you are in breach of the foregoing, we shall be entitled to block any new account you open, forfeit any funds therein, and we shall not be liable to refund to you any funds you may have wagered or won through such account. For more information regarding self-exclusion please see our Responsible Gambling section in our website."
Is this support@casinodays.com the email address you have sent your emails to?
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
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3 years ago
Translation
Hi Petronela, email is out. I would like to mention again that I do not expect anything, except that it should be included in the rating of the casino.
greeting
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3 years ago
Thank you, Lesane01, for your reply. From the forwarded communication I understood that the live chat operator checked with you if you would like to set limits in your account and how you felt about reopping it.
Please allow me to explain the difference between closing an account and a self-exclusion:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.
Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)
In the case of self-exclusion, if casino failed in this, the player may ask for a refund.
I would recommend sending an email to support@casinodays.com including all the relevant information. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked as "Self-exclusion" you stand a better chance to have your request granted as soon as possible.
Please, let me know if you need any assistance and keep me updated. If it won’t work this time, we will intervene.
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3 years ago
Translation
Hi Petronela, if a player closes his account about 10 times and even states that he is afraid of falling into a gambling problem, it is simply negligent to reopen the account. Of course, I am responsible for my own money, but a reputable casino should be puzzled and in casinos with a European license, it would not be possible to reopen the account. Employees are trained to prevent such things from happening, but this was simply overlooked in order to continue to benefit. That is simply negligent, even if you have not explicitly chosen "self-exclusion".
I thank you anyway for your help and hope that it might help one or the other too. I just cannot recommend this casino.
Lg
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