Casino Days - Die Versuche des Spielers, sein Konto zu schließen, wurden übersehen.

Hello, I just wanted to warn you about the casino days. I had asked about 10 times to deactivate my account and it was still activated every time without any cooling-off phase. I had also told them that I was afraid of falling into gambling addiction and still my account was reopened a day later. In the meantime I've deposited over € 1500 there and when I last asked to close my account, I was even offered a bonus if I didn't close it. I think that the casino is totally dubious and that responsible gaming is simply ignored here. So for players who are really at risk it is really a catastrophe and I would like to warn against it. Something like that is just reckless and ignorant and above all existence-threatening. My advice is to stay away from this casino!

Hallo, ich wollte einfach nur mal warnen vor dem Casino days. Ich hatte an die 10 mal um Account deaktivierung gebeten und es wurde mir trotzdem jedesmal wieder ohne jegliche Abkühlphase freizuschalten. Ich hatte denen auch mitgeteilt,das ich Angst habe in spielsucht zu verfallen und trotzdem wurde mein konto einen Tag später wieder geöffnet. Mittlerweile habe ich dort über 1500€ eingezahlt und als ich zu letzt um Kontoschliessung gebeten habe,wurde mir sogar ein Bonus angeboten,wenn ich es nicht schliesse. Ich finde das es einfach total unseriös ist von dem Casino und das responsible-gaming hier schlicht und einfach ignoriert wird. Also für Spieler die wirklich gefährdet sind ist es wirklich eine reine Katastrophe und ich möchte davor warnen. So etwas ist einfach leichtsinnig und Ignorant und vor allem Existenz bedrohlich. Ich kann nur raten,die Finger von diesem casino zu lassen!

Dear Lesane1,

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

Could you please forward all the emails or screenshots showing that you have sent requests for your account’s closure? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

I have checked the Responsible Gaming section on the website, and this is what I found https://casinodays.com/en/pages/responsible-gambling?terms=true:

„ If you self-exclude, you will not be able to access our services during that time. You acknowledge and agree that should you choose to self-exclude from our website, you will not be permitted to open or use a new account in any other manner during your selected self-exclusion period, until such self-exclusion has been lifted and the original account reopened. In the event you are in breach of the foregoing, we shall be entitled to block any new account you open, forfeit any funds therein, and we shall not be liable to refund to you any funds you may have wagered or won through such account. For more information regarding self-exclusion please see our Responsible Gambling section in our website."

Is this support@casinodays.com the email address you have sent your emails to?

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,

Petronela

Hi Petronela, email is out. I would like to mention again that I do not expect anything, except that it should be included in the rating of the casino.

greeting

Hi Petronela, Email ist raus. Ich möchte nochmal erwähnen,das ich nichts erwarte,außer das es in die Wertung des casinos aufgenommenen werden sollte.

Gruß

Thank you, Lesane01, for your reply. From the forwarded communication I understood that the live chat operator checked with you if you would like to set limits in your account and how you felt about reopping it. 

Please allow me to explain the difference between closing an account and a self-exclusion:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What a player can do if they’re unhappy in the casino: Close the account or self-exclude themselves, that's the two basic choices.

Closing an account is simple and has almost none impact - player can reopen account anytime, and casino has no obligation to the player.

On the other hand, self-exclusion does. If the player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances. (after cooling off period and this cannot be done for players who’s are addicted/with gambling problem)

In the case of self-exclusion, if casino failed in this, the player may ask for a refund.

I would recommend sending an email to support@casinodays.com including all the relevant information. In this way, you’ll have proof of such an action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked as "Self-exclusion" you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. If it won’t work this time, we will intervene. 

Hi Petronela, if a player closes his account about 10 times and even states that he is afraid of falling into a gambling problem, it is simply negligent to reopen the account. Of course, I am responsible for my own money, but a reputable casino should be puzzled and in casinos with a European license, it would not be possible to reopen the account. Employees are trained to prevent such things from happening, but this was simply overlooked in order to continue to benefit. That is simply negligent, even if you have not explicitly chosen "self-exclusion".

I thank you anyway for your help and hope that it might help one or the other too. I just cannot recommend this casino.

Lg

Hi Petronela, wenn ein Spieler ca. 10 mal sein Konto schließt und dabei sogar angibt Angst zu haben in ein Spielproblem zu verfallen, ist es einfach fahrlässig,das Konto wieder zu öffnen. Ich bin natürlich selbst verantwortlich für mein Geld,aber ein seriöses Casino sollte dabei einfach stutzig werden und in Casinos mit europäischer Lizenz,wäre es längst nicht möglich,das Konto wieder zu öffnen. Die Mitarbeiter werden geschult um solche Dinge zu verhindern,aber hier wurde einfach drüber hinweg gesehen,um weiter zu profitieren. Das ist einfach fahrlässig ,selbst wenn man nicht ausdrücklich den "Selbstausschluss" gewählt hat.

Ich danke trotzdem für deine Hilfe und hoffe das es dem einen oder anderen vielleicht auch hilft. Ich kann dieses Casino einfach nicht empfehlen.

Lg

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will reject this complaint now. Thank you for your understanding.