Casino Days - Spillerens konto er blevet lukket uden grund.

I am a student and I have been playing on Casino Days. My account (Email: [hidden by Casino Guru]) was suddenly closed with a balance of ₹50,000 INR.

​When I asked why, they sent me a vague email mentioning Items 17 and 3.1(b) of their Terms and Conditions, but they have provided zero evidence of any violation. I have not breached any terms. This is my hard-earned money and the casino is refusing to pay it out or even provide a clear explanation.

​I am a verified user and I have all the proofs of my balance and my communication with them. I request your team to mediate and help me get my refund as the casino is not cooperating.

​4. Casino Name:

Casino Days

​5. Disputed Amount:

₹50,000 INR

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the casino's Terms and Conditions, and this is what I found under Rule 3.1b:

(b) you will provide accurate information when registering your account including, without limitation, your full name, date of birth, your current residential address, your email address and a personal telephone number; and you will inform us of any changes to this information;

• Could you please specify the personal information you entered into the registration form, including your first and last names, country of residence, and date of birth?
• Have you sent any identity documents to the casino for verification? If so, have any of your documents been approved?
• What types of games did you play at this casino?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello Veronika,

​Thank you for your response. I am providing the details as requested to clarify the situation:

​Information entered during registration:

​Full Name: [G. N.]

​Country of Residence: India

​Date of Birth: [15.05.2003]

​Address: [hidden by Casino Guru]

​Identity Documents:

I have not been asked to complete a formal KYC (verification) yet. However, I have all my original documents (Aadhaar Card/PAN Card) ready, and I am willing to send them immediately to prove my identity. My details on the account match my legal documents perfectly.

​Types of Games Played:

I mostly played [यहाँ लिखें आपने क्या खेला था, जैसे: Evolution Live Games, Roulette, या Slots].

​Additional Note:

I have provided accurate information from the start. I believe the casino is using Rule 3.1b as a vague excuse to avoid paying my winnings of ₹50,000. I am a student and this is a significant amount for me. I request you to ask the casino for specific evidence of any mismatch in my information.

​Thank you for your help.

​Best regards,

G. N.

Hello Veronika,

​I hope you are doing well.

​It has been several days since I provided all the requested identity documents and information. However, I have not received any positive response or proof from Casino Days. They continue to send automated emails stating the account is permanently closed without showing any evidence of a rules violation.

​I have also reached out to them on Trustpilot and the Curaçao Gaming Authority. This is a significant amount for me (₹50,000), and I am getting very anxious.

​Could you please follow up with the casino and ask them to provide concrete evidence for blocking my funds? I am 100% sure that my account is legitimate.

​Thank you for your continued su

Please forward me the entire communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru. Thank you for your cooperation.

Dear Gulam,

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.

Hi Veronika,

​I am writing this to formally update you that I have forwarded all the required evidence and the complete communication history with Casino Days to your email (veronika.f@casino.guru) today.

​I want to highlight a very suspicious behavior by the casino. On Trustpilot, their support team is publicly replying to me saying they 'cannot locate or verify my account'. However, at the same time, their internal support team (Mia/Anna/Brian) is sending me emails to my registered address stating that the decision to confiscate my ₹50,000 is 'Final'.

​How can they claim they can't find my account on a public forum while simultaneously sending me final refusal emails? This is a clear attempt to mislead the mediation process and avoid accountability.

​I request you to please look into these contradictory statements. I have shared the screenshots of their public reply via email. I am fully committed to this investigation and hope for a fair resolution.

​Thank you for your assistance."

Unfortunately we cannot reopen your player account at this moment as you have breached our Terms and Conditions, you can refer to item 17 to gain more info

Monica

Since this chat has been inactive for a while, I will need to close it to assist other clients. Please feel free to contact us again via chat or email whenever you need further assistance.

Have a greatDear Gulam,

I hope this email finds you well.

We acknowledge your concern, however, after a thorough internal review, we confirm that our decision to permanently close your account remains final. This action was taken strictly in accordance with Sections 11 and 17 of our Terms and Conditions.

For your reference, the full Terms and Conditions can be reviewed here:

https://casinodays.com/en/terms-and-conditions

We understand that this may be disappointing, and we appreciate your understanding of our policies regarding this matter.

Should you have any questions or need further clarification, please don’t hesitate to reach out to our support team.

Thank you for your understanding.

Best Regards,

Anna

day!

Dear Gulam

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you Gulam for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casino Days for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

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.

Hi Peter,

​I am writing this with extreme distress. I want to inform you that I am under immense financial pressure and in significant debt because of the ₹50,000 that Casino Days is withholding. This money is crucial for my survival.

​I have provided all the evidence showing their contradictory statements on Trustpilot versus their emails. Despite your request, the casino is still choosing to stay silent and ignore the mediation process.

​I humbly request you to please take the strongest possible action against them. Their delay is causing me severe mental and financial trauma. I am waiting for justice and my hard-earned money."

Hello Casino Guru,

Kindly note that an email has been sent to Peter.

Thank you for providing me with the information Casino Days representative.

Dear Gulam, the casino has provided me with extensive evidence of multiple accounts associated with yours. It is an industry standard that each player may only operate one account and fund it solely with their own funds. As your activity constitutes a clear violation of this policy, we are forced to reject your complaint. Thank you for your understanding.

Kind regards,

Peter