Hej, jeg skriver til dig vedrørende en tvist, jeg har med webstedet CasinoDays.
Her er tidslinjen for begivenheder: Den 2. eller 3. august 2024 foretog jeg en indbetaling til kasinoet og begyndte at spille. Det lykkedes mig at vinde et sted omkring $18.000, og da jeg vidste, at jeg ville have svært ved at holde mig væk fra spillet under udbetalingsprocessen, besluttede jeg at sætte en månedlig tabsgrænse på $600, hvilket ville forhindre mig i at tabe for mange penge. Jeg fortsatte dog med at spille og bemærkede, at jeg var i stand til at tabe mere end $600, uden at der skete noget; Jeg kunne bare blive ved med at spille så meget, jeg ville. Jeg besluttede at kontakte kundesupport for at sikre, at grænsen var blevet anvendt korrekt.
På deres livechat fortalte CasinoDays-personalet mig, at det tog 24 timer før grænserne trådte i kraft. Jeg syntes det var mærkeligt, da denne 24 timers forsinkelse normalt opstår, når du FJERNER en grænse, ikke når du TILFØJER en. Personalet var overbevist om, at det var den måde, det fungerede på på CasinoDays; det tog 24 timer, før en ny tabsgrænse trådte i kraft. Jeg var ret vred over dette meningsløse svar, men jeg tror, det er, hvad det er.
Nu fortsatte jeg med at spille, og til sidst nåede jeg $27.200 og lidt ændring. Tilfreds med mine gevinster formåede jeg at holde mig væk fra hjemmesiden i 24 timer og låste mine gevinster. Men da jeg gik tilbage til siden næste dag, fandt jeg ud af, at grænsen ikke virkede, selvom den tydeligt blev vist som aktiv (se skærmbillede). Desværre, efter at have taget alle de nødvendige skridt for at begrænse mit spil, fik jeg lov til at spille mere. Jeg fortsatte med at spille og tabte næsten alt, og endte med et sted omkring $4.500, hvorefter grænsen tilfældigt trådte ind.
Jeg var meget vred over, at CasinoDays lod noget som dette ske, så jeg kontaktede dem for at høre om grænsen. De sendte mig en e-mail, der forklarer deres politik. Grundlæggende sagde de, at tabsgrænsen kun gjaldt for den første indbetaling, hvilket betyder, at jeg ikke kunne drage fordel af en tabsgrænse, hvis jeg vandt. Dette er dumt og uretfærdigt af flere grunde:
1. Når du angiver en tabsgrænse, bliver den typisk anvendt på din nuværende saldo. Sådan fungerer det på ALLE de online casinoer, jeg nogensinde har spillet på.
2. Der var ingen omtale af dette, da jeg bad om at få sat grænsen, og der er heller ikke nævnt dette på hjemmesiden.
3. Grænsen trådte ind, da jeg havde omkring $4.500, hvilket ikke engang giver mening, fordi mit første indskud var $250 eller $500. Deres forklaring giver ingen som helst mening.
Det, jeg beder om, er, at CasinoDays bumper min saldo til, hvad den var, da grænsen skulle sættes (hvilket er 24 timer efter min anmodning). På det tidspunkt var min saldo $27.200 og en vis ændring. Det er helt uacceptabelt, at jeg fik lov til at tabe så mange penge efter at have udført min due dilligence.
Jeg håber, at du kan hjælpe mig med at løse dette. Jeg har bedt om chatudskrifterne, og de sendte mig KUN de udskrifter, der ikke var relateret til dette problem. De undlod frivilligt de talrige chats, der vedrørte min spillegrænse. Det føles som om de godt ved, at de skylder mig disse penge, da de åbenbart gemmer nyttige oplysninger. Jeg ved ikke, hvad jeg skal gøre.
Jeg takker dig på forhånd meget for din hjælp, håber at høre fra dig snart.
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.
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