Winning Days Casino - Player's account has been closed against their wishes.

Dear Casino.guru.

I am writing to file a complaint against WinningDays Casino regarding several serious issues related to my account and their responsible gambling policies.

Firstly, I had requested a permanent closure of my account earlier, but despite this, the account was reopened. This is a clear violation of my request and the responsible gambling protocols.

Secondly, I set a bet limit to control my gambling, but I found that this limit could be removed immediately, with no waiting period or verification process. This undermines the very purpose of setting such limits and indicates a lack of proper safeguards.

Additionally, I received an email from the casino stating that I would not be able to deposit or play until I uploaded my documents. Despite not providing any documents, I was still able to deposit funds using my credit card. This contradicts the email and shows a serious lapse in their verification processes.

These failures have had a devastating impact on me. When I initially asked for my account to be permanently closed, it was a clear sign that I was struggling with gambling. By allowing the account to reopen, despite my request, and failing to enforce the bet limits and deposit restrictions, the casino has enabled my gambling problem to spiral out of control. As a result, I am now in a financial situation where I cannot support myself and will have to move out of my home.

I believe WinningDays Casino should take full responsibility for these oversights and address the damage caused by their lack of adherence to responsible gambling measures.

Thank you for your time and attention to this matter.

Sincerely, Tim

Dear timgartz,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In reviewing your case, I note that in August you requested either a €50 bonus or the closure of your account. As the casino was unable to provide the bonus, your account was subsequently closed. Unfortunately, this cannot be classified as a formal self-exclusion request, nor does it indicate the presence of a gambling problem. As a result, your account could potentially be reopened without restrictions, and a refund may not be applicable.

Furthermore, while I acknowledge your concerns regarding responsible gambling tools, such as deposit and loss limits, we do not consider these measures to be mandatory. There are no standardized regulations for their implementation, and casinos are granted the discretion to set these tools as they see fit.

Additionally, casinos have significant flexibility in determining the appropriate time to request verification documents, unless the licensing authority dictates otherwise. As this particular casino operates under a Curaçao license, they can request documentation at any time.

• Do I understand correctly based on one of the attached screenshots that your account was closed again after you mentioned you have gambling issues? If this is the case, I regret to inform you that our ability to assist in this matter is limited under these circumstances, unless there are other additional details that you didn't mention in the initial message.

Thank you very much in advance for your reply and understanding.

Best regards,

Kristina

Dear timgartz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.