Casino Days - Player’s winnings are confiscated due to limit issues.

Hi, I'm writing to you regarding a dispute I'm having with the website CasinoDays.

Here is the timeline of events: On August 2nd or 3rd 2024, I made a deposit to the casino and started playing. I managed to win somewhere around $18,000 and, knowing I would have a hard time staying away from the game during the withdrawal process, I decided to set a monthly loss limit of $600, which would keep me from losing too much money. However, I continued to play and noticed that I was able to lose more than $600 without anything happening; I could just keep playing as much as I wanted. I decided to reach out to customer support to make sure the limit had been applied properly.

On their live chat, the CasinoDays staff told me that limits took 24h to take effect. I thought this was weird, as this 24h delay usually occurs when you REMOVE a limit, not when you're ADDING one. The staff was adamant that this was the way it worked at CasinoDays; it took 24h for a new loss limit to take effect. I was pretty angry with this senseless response, but I guess it is what it is.

Now I continued playing, eventually reaching $27,200 and some change. Happy with my winnings, I managed to stay off the website for 24h, locking-in my gains. However, when I went back to the site the next day, I found out that the limit wasn't working, even though it was clearly displayed as active (see screenshot). Unfortunately, after taking all the steps necessary to limit my playing, I was allowed to gamble more. I continued playing and lost nearly everything, ending up with somewhere around $4,500, at which point the limit randomly kicked in.

I was very angry that CasinoDays let something like this happen, so I reached out to them to inquire about the limit. They sent me an email explaining their policy. Basically, they said the loss limit only applied to the initial deposit, meaning that I couldn't benefit from a loss limit if I was winning. This is silly and unjust for several reasons:

1. Typically, when you set a loss limit, it gets applied to your current balance. This is the way it works in ALL the online casinos I've ever played at.  

2. There was no mention of this when I asked for the limit to be set, nor is there any mention of this on the website.  

3. The limit kicked in when I had around $4,500, which doesn't even make sense because my initial deposit was $250 or $500. Their explanation makes no sense whatsoever.

What I'm asking is for CasinoDays to bump my balance to what it was when the limit was supposed to be set (which is 24 hours after my request). At that time, my balance was $27,200 and some change. It is absolutely unacceptable that I was allowed to lose so much money after doing my due dilligence.  

I am hoping that you can help me resolve this. I've asked for the chat transcripts, and they ONLY sent me the transcripts that were not related to this issue.  They voluntarily ommitted the numerous chats that pertained to my gambling limit. It feels like they know very well that they owe me this money, as they're obviously hiding useful information. I don't know what to do.

I thank you very much in advance for your help, hoping to hear from you soon.

Dear crusader102,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casino Days.

I checked the casino's website but couldn't find any explanation of the loss limit or how it works either.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a refund of lost funds already from the casino? With what result?
• Could you please share the communication with the casino regarding the issue?
• Is your account currently available to you? Can you log in? Could you please share any screenshots that would explain the functionality of the loss limit (setting of the limit, any related notification etc.)
• You can post screenshots here or send the information to my email at tomas@casino.guru

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

Best regards,

Tomas

Have you requested a refund of lost funds already from the casino? With what result?

I have, and they have denied any responsibility. They claim that the loss limit worked as intended.

I am sending you my communication with CasinoDays at your email address. Thank you so much 🙂

Thanks for your patience.

Please note there are no unified rules on how the loss limit ought to work, Also the loss limit doesn't seem to be explained anywhere on the casino's website.

From my understanding, based on the conversation you submitted, the loss limit in this casino is dependent on the real money deposited over a certain period and the limit itself doesn't take into consideration any winnings made above this amount. It means that if your balance is above the deposited amount - loss limit amount your gameplay won't be restricted.

As an example let's say the deposit is 1000 CAD and the loss limit is 600 CAD In such a situation can play, win, and lose until you reach a balance of 400 CAD. The loss limit will prevent you from dropping under 400 CAD.

In your circumstances, the casino's loss limit didn't fail but also didn't prevent you from losing the accumulated winnings.

Please let me know if there is anything else I might assist you regarding your complaint.

Hi Tomas, thank you for your reply. I understand the justification that they are trying to provide, however, it doesn't add up for many reasons:

1- My initial deposit was 500$ and the loss limit was 600$. If their explanation is true, it means that the loss limit would have never kicked in, as the loss limit is higher than the initial deposit. However, the limit DID kick in, only when I had around 4,500$ left in my balance. This is absolutely inconsistent with their explanation.

2- Please refer to the screenshot I included when I made the post originally. It clearly shows "Monthly loss limit: 600$ - Amount left to limit: 0$". As I was playing, I actually saw the "Amount left to limit" go down from 600 to 0. This proves that the limit should have been activated at the time, yet it hasn't prevented me to play. My balance was over $18,000 at the time.

3- I had multiple chats with the technical staff to inquire about the loss limit. I asked very clearly for a limit to be applied to my current balance, and nobody tried to pretend that the loss limit worked any differently. The chats make it very obvious that the loss limit did, in fact, work incorrectly. I would also like to remind you that when I asked CasinoDays Support to send me all the transcripts, they sent everything EXCEPT for the chats in which the loss limit was discussed. This is because they know that those chats are very telling.

4- I am 100% sure that this was a technical problem, and that if we were to replicate a similar situation, the limit would work as intended.

I really hope you can help me with this Tomas, this isn't fair.

Thank you very much, crusader102, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 crusader102,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Casino Days,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

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.

Sorry guys - I am still waiting for the info from the operation

Dear Casino Days,

Please, keep us updated as soon as there is a new info available.

Hi everyone ,

Thank you for waiting for my reply.

So far what has been communicated to this player is that the loss limit applied functioned as expected, this was investigated and escalated with pragmatic as well. We have received confirmation that the limit worked as expected for example: if the customer makes a deposit of 1K and sets a loss limit of 100CAD when the balance reaches 900CAD the loss limit will kick in - however, if the player makes a profit of 200CAD the loss limit would only kick if the balance of the account is 900CAD since the overall losses are 100CAD. This being said the winnings are not being counted and do not contribute to how the limit work, only the losses. We have sent him the chat logs, except for one part of the conversation (2 sentences) which we couldn't downloaded (this is already escalated to fresh and will be sent once we have it).

Dear Casino Days,

Thank you for the clarification. Do I understand correctly that if a player sets a loss limit, it will be applied to his last deposit, regardless of the current account balance/accumulated winnings?

Hi Michal

It will be applied to all real cash (any deposits made within the selected period)

Whenever a player places a bet, the system checks the total loss amount the player has incurred over the last 30 days, not based on the calendar month. If the player exceeds the loss limit set for the last 30 days at the time of placing the bet, the bet will be rejected.