Casino Days - Player’s experiencing technical difficulties.

My user name- umesh1jai@gmail.com

I had played slot game Lion Thunder of Blueprint Gaming on 25th December, spent around 9000 and then it landed Scatter feature.

Since then it stuck and didn't resume scatter round of that slot. Despite several complaint lodged with them and even with Curacao e-gaming team no positive response received so far, it's been 30 days now.

That game itself is removed from their list now and they even closed my account as I said few abuses in frustration.

This is ridiculous.

You can't trust Casinodays for such irresponsible behaviour.

I was informed by them that there was server issue with Blueprint Gaming but so far it's not resolved.....????

Same slot is very much operational with other Casinos. It means they have confiscated or deliberately removed game as it would give me high amount of winning post scatter landed.

Need help and Resolution for my complaint pending with them for 30days.

Pls find attached screenshot of error given immediate after that slot landed scatter.

Dear umesh1jai,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I apologize, but I am not completely sure I understand what happened. Is the problem here, that you cannot play the mentioned game? Are there currently any funds being held by the casino?

Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?

Also, if you have contacted Licensing Authority, please let us know, as we won’t interfere with their investigation.

Looking forward to hearing from you.

Best regards,

Kristina

Hi,

The game is completely disabled immediately when I won scatter round.

I had spent around 9000 to reach to that level and it seems they fraudulently disabled game to avoid their lose out of scatter round.

It's been 30days Casinodays is not giving any resolution yet and even closed my account.

Such a pathetic Services

Thank you very much umesh1jai for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Further casino has credited puny 1158 amount stating game round has been settled.

How can they settle a game and decide winning of their own.

Truly pathetic.

It was high value bet of INR would fetch not less than 6000/7000

Hello umesh1jai.

I am sorry to hear about your negative experience with the CasinoDays. We will now try to get in touch with them.

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear umesh1jai.

I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hi Umesh, I hope you are well.

First off thank you for choosing to play @CasinoDays.

CRM team confirms that this complaint was raised directly with Curacao and has been resolved, Are there any other outstanding issues or concerns that we can assist and can you confirm that the above complaint has been resolved please.

Best Regards

Not at all.

This complaint was never resolved.

Rather I had asked them to close my account for not assisting me as appropriate as it should be

If they are ready to compensate me the loss of my funds of 9000 by crediting my casino account & reactivating my account, then only I would say my complaint has been resolved

As checked with chat support of casinodays they said resolution shared with casinoguru & account can't be reactivated.

So if they are ok to transfer my compensation to my bank account pls check with them & update me

Till then this complaint is OPEN from my side

Between 19 and 31 December 2020, the customer raised several complaints with our customer service team as well as the curacao Egaming directly, regarding the operation and/or outcome of three separate games accessible via our website, all of which are provided by reputable third party game suppliers;

Each complaint raised requires an escalation to, and investigation by, the respective game supplier. Regrettably, we have no influence over the length of time, or amount of effort, that is required for our partners to be able to provide us with sufficient information to allow us to respond to such complaints. That being said, the complaints in question were handled as follows:

Complaint 1 – received 19 December 2020 re. ROULETTE, the customer complained that bets were being rejected/not accepted. This complaint was immediately escalated to the relevant game supplier who was able to confirm that a bet, which should have been accepted as properly placed, would have been a winning bet. These winnings were credited to the customer’s account on 28 December 2020. This matter is considered to be resolved;

Complaint 2 – received 21 December 2020 re. MAGIC MIRROR, the customer complained that winnings received should have been greater than they were. This complaint was immediately escalated to the relevant game supplier who was able to confirm, on 22 December, that the game had functioned properly and that the winnings were correct. The customer subsequently supplied a video of the gameplay that they alleged had generated an incorrect win amount; this was again referred to the game supplier who, again, was able to confirm that the game had functioned properly and that the winnings were correct. This outcome was communicated to the customer on 25 December 2020. This matter is considered resolved;

Complaint 3 – received 31 December 2020 re. LION THUNDER, the customer complained about a session of gameplay from 19 December 2020, claiming that the game was malfunctioning and was not playable. This complaint was immediately escalated to the relevant game supplier who was able to confirm that, for an unknown reason, the game had stopped functioning for the customer during a play session. Accordingly, on 12 January 2021 the customer’s account was credited with an amount equal to the bet which was in play at the time of the malfunction, per our terms and conditions. This matter was considered resolved at this time, however the customer continued to contact our customer services team complaining that matters were not resolved.

On 21 January the customer provided additional information which allowed the game supplier to investigate further and confirm that, in all likelihood, had the game not ceased to function when it had, the customer would have won a certain amount. Notwithstanding that our contractual obligations to the customer had already been fulfilled by refunding the aforementioned bet, on 25 January the customer’s account was credited, in good faith, with an amount equal to the likely winnings that the customer could have expected to receive, as communicated to us by the game supplier. This matter is considered to be resolved; and

All complaints have been fully investigated, and dealt with appropriately, in a timely manner. Accordingly, we consider this matter to have been duly investigated, and our obligations to the customer in question properly and entirely fulfilled and, as such, we do not believe that any further action on our part is required at this time.

Hello umesh1jai.

I believe everything is clear now. Is there anything else I can help you with?

What do you mean by everything is clear.

Don't you have common sense what I've written.

If don't then stop pretending to be helping customers if you can't & close complaint instead of wasting time.

Dear umesh1jai.

I am very sorry about the situation, but the casino has clearly investigated and explained all the errors. Please, be aware that it may be an issue with your device/connection or with the game provider, where the casino is not reliable for any of the technical problems.

Since the casino has mentioned 3 complaints, I am going to focus on all of them.

Complaint1

"properly placed, would have been a winning bet. These winnings were credited to the customer’s account on 28 December 2020. This matter is considered to be resolved;"

Complaint2

"was able to confirm that the game had functioned properly and that the winnings were correct. This outcome was communicated to the customer on 25 December 2020. This matter is considered resolved;"

Complaint3

"in good faith, with an amount equal to the likely winnings that the customer could have expected to receive, as communicated to us by the game supplier. This matter is considered to be resolved;"

Umesh1jai, please, could you confirm these statements? If it is true, and you have even accepted the amount of good faith from the casino, I believe their behaviour is completely justified.

I am extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame, we will reject your complaint.

Ofcourse those statements were one sided by casino I never agreed upon and disputed winning amount credited. I had shared video of game malfunction or deliberately reduction of my winnings, but still they decided otherwise.

Video clearly shown how my winnings kept reducing instead of increasing in Magic mirror slot. I could clearly see game winning manipulation during free spins. At one stage winning amount was around 38000, which then came down to 30000 in next spin how's that possible...????

Same reduction kept happening in next 20 spins. Had those wins allotted properly, I would end up winning 90000 instead 52000.

Same manipulation they did in Lion Thunder slot...it didn't start only when I won free spin...it was high value bet of 40INR, and could fetch 20000/30000 easily instead what they gave blindly 1151 something without showing the actual video clip of game round.

This was clear case of fraudulent activity by game provider and casino kept supporting game provider, hence they both are involved in deliberately manipulation of slot free spin feature.

This case has been reviewed multiple times and resolved with our license holder directly. We do not see a reason to keep reopening this case as the player has received the winnings as per confirmation of the Gameprovider. For us, the complaint is resolved and should not be reopened.

Worst casino, as despite sharing clear video of fraudulent manipulation of game winning of Magic mirror & incorrect credit of Lion thunder slot, casino treating this case as resolved.

Hence I opted to close the account.

Beware other players who play at this casino.

I am extending the timer by 7 days since we are going to discuss this case with the casino team directly at the conference. I will inform you about the outcome.

I don't see anything Positive from this fraudulent casino.

I've already given up on them ..

Would be a Miracle if they respond in my Favor further.

Dear umesh1jai.

After gathering all the information and deep evaluation of your case, we have decided to reject your it. The casino provides official games from licensed game providers, so if there would be an error, it is not their doing. Be aware that the game provider has confirmed the casino claims - no detection of the bug. Since even the license authority decided in casino favor, there is nothing much we can advise you to do. Even if there was an error, it may be a problem with your device or internet connection. Please, let me know if you have any questions or require further assistance. 

Best regards, Jozef