Casino Days - Player’s verification is delayed.

Casino Days - Delayed verification process

Verification issue

I had registered in casino days in 2024 and deposited around since then. After accumulating the winnings when I tried to withdraw the winnings, I was asked to verify my account. I submitted all the requested documents on 04-08-2024 and I did not hear anything from the casino till 07-08-2024 which is 3 days after submission of the documents while the casino claims the standard timeline for verification is 24 to 48 hrs. I then submitted all the documents again as requested by casino on 05-08-2024 and again I was asked to submit additional documents by casino on 06-08-2024 which I submitted the same day. It has been more than 72 hrs now and I have no update from the casino despite of writing them multiple mails.

I would request Ask gamblers to intervene here and get my account verified at the earliest so that I can withdraw the winnings.

I feel absolutely cheated by the casino that they do not ask for verification at the time of depositing money, however when the player tries to withdraw the winnings the casino needs verification

Dear amjadfaize12,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

Could you please list which documents you have already provided?

Are you able to check the status of your account verification directly in your casino account?

Have you contacted casino support via live chat? With what result?

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,

Tomas

aadhar card and bank statement documents have already been provided can be seen casino account is pending since 5 days

I deposit money After accumulating the winnings when I tried to withdraw the winnings, I was asked to verify my account. I submitted all the requested documents on and I did not hear anything from the casino till which is 3 days after submission of the documents while the casino claims the standard timeline for verification is 24 to 48 hrs. I then submitted all the documents again as requested by casino on 06-08-2024 and again I was asked to submit additional documents by casino which I submitted the same day. It has been more than 72 hrs now and I have no update from the casino despite of writing them multiple mails.

I would request casino guruto intervene here and get my account verified at the earliest so that I can withdraw the winnings.

I feel absolutely cheated by the casino that they do not ask for verification at the time of depositing money, however when the player tries to withdraw the winnings the casino needs verification.

Hello casino guru I problem is solved my account verified so I request to close this case

My account has been verified, but after a few hours my account was blocked. I have talked to customer care many times but everyone says the same thing that your report has been sent to our team but it has been more than 36 hours and still I am not getting any response.

Sir my account has been blocked, I have emailed but am not getting any reply since casino days

Thanks for the updates.

Please note Casino.Guru representative will never ask for the access to your casino account.

Emails from Casino.Guru representatives are sent from @casino.guru domain exclusively. Please beware of scams and phishing attempts.

I am sorry to hear your casino account has been blocked.

• Could you please advise how long have you been a player of the casino? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your winnings? (slots, live games, betting on sports) 
• Did you achieve your winnings with the help of a bonus? 
• Could you please share your communication with the casino regarding your account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Sir I am not able to login to my casinodays account now

I have been a player of Casinodays for 20 days

Casinodays has blocked my account without any mistake Casinodays has committed fraud with me

I play slots game and live roulette and avitor

Not use bonuse

17. Our rights to suspend, end or cancel the Services

17.1 We may, at our absolute discretion and at any time, restrict your access to the Services and/or temporarily suspend, or permanently terminate, your account without cause and for any reason, including but not limited to if:

(a) we suspect that you are engaging in illegal or fraudulent activity;

(b) we are required to do so by any applicable law, rule or regulations;

(c) there is a material technological failure which prevents us from offering the Services;

(d) you do not, within a reasonable time of our requesting it, provide us with information that may be required for us to provide the Services to you;

(e) we suspect that you are acting in a manner which may create a legal liability for you, us or third parties, or which may be detrimental to the conduct of our business generally;

(f) we deem that you are taking unfair advantage of us or of any other player, or that you are otherwise acting unfairly;

(g) we suspect that you may be having financial difficulties;

(h) you are prohibited from interacting with the services due to any term of a contract of employment, or restriction of any professional body which applies to you; or

(i) we suspect that you have (or may have) otherwise materially breached these Terms.

This is the Term upon which the account was closed

Sir, I had won a big amount, so my account was blocked without any mistake, my account was verified.

hii casino Guru team What kind of terms and conditions are these that the account was blocked without any reason. I did not commit any mistake in this, I had won a big amount, that is why my account was blocked. Caino days has defrauded me. I request the Casino days team to get my account re-activated so that I can withdraw my winning amount.

Sir casinodays team asked me to send my bank statement via email, I sent the bank statement via email, after a few hours my account was verified Then after 1-2 hours my account was blocked

Thank you very much, amjadfaize12, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello amjadfaize12,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Casino Days to join the conversation.

Dear Casino Days,

I would appreciate it if you could clarify the circumstances surrounding the closure and subsequent reopening of the player's account, followed by another closure. If the player was determined to be in violation of your policies, I kindly request that you share any relevant evidence with me at michal.k@casino.guru

O

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.

Dear amjadfaize12,

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. Although the casino Licensing Authority – Curaçao Gaming Control Board | Casino Guru currently does not handle complaints, they plan to implement a procedure for this in the near future. It may still be worth submitting a complaint to them. There is a contact form available, where it is mentioned that if you are submitting a complaint you should make sure to include the name of the operator, so please do so. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of amjadfaize12. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear amjadfaize12,

I have successfully contacted the casino team, and they have informed me that there was likely an attempt to fraudulently access your casino account. It appears that either you or someone impersonating you requested a change to your account email address. Subsequently, there was another communication from you or an impersonator indicating that your account had been hacked.

Given these circumstances, it is understandable that the casino took a more cautious approach and restricted your account until proper verification could be completed. The casino team attempted to reach you at your "original" email address; however, they have not yet received a response from you.

Please forward me from your "official email address" that you used for registration at Casino Days your verification documents and provide information about your account that only you should know at michal.k@casino.guru so that we can establish the true owner of the casino account.

Solved

my account is open please delete my case

Dear amjadfaize12,

Thank you for the confirmation. We're glad to hear that your issue has been addressed/resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino.Guru