Zdravo, pišem vam u vezi sa sporom koji imam sa veb-sajtom CasinoDais.
Evo vremenske linije događaja: 2. ili 3. avgusta 2024. uplatio sam depozit u kazino i počeo da igram. Uspeo sam da osvojim negde oko 18.000 dolara i, znajući da ću se teško držati podalje od igre tokom procesa povlačenja, odlučio sam da postavim mesečni limit gubitka od 600 dolara, što bi me sprečilo da izgubim previše novca. Međutim, nastavio sam da igram i primetio sam da sam mogao da izgubim više od 600 dolara, a da se ništa ne dešava; Mogao sam da nastavim da igram koliko sam hteo. Odlučio sam da se obratim korisničkoj podršci kako bih se uverio da je ograničenje pravilno primenjeno.
U njihovom ćaskanju uživo, osoblje CasinoDais-a mi je reklo da su ograničenja trebala 24 sata da stupe na snagu. Mislio sam da je ovo čudno, jer se ovo kašnjenje od 24 sata obično dešava kada UKLONITE ograničenje, a ne kada ga DODATE. Osoblje je bilo nepokolebljivo da je to način na koji se radi u CasinoDais-u; trebalo je 24 sata da nova granica gubitaka stupi na snagu. Bio sam prilično ljut zbog ovog besmislenog odgovora, ali pretpostavljam da je to ono što jeste.
Sada sam nastavio da igram, na kraju sam dostigao $27,200 i nešto sitno. Zadovoljan svojim dobicima, uspeo sam da ostanem van veb stranice 24 sata, zaključavajući svoje dobitke. Međutim, kada sam se sledećeg dana vratio na sajt, otkrio sam da ograničenje ne radi, iako je jasno prikazano kao aktivno (pogledajte snimak ekrana). Nažalost, nakon što sam preduzeo sve potrebne korake da ograničim svoje igranje, bilo mi je dozvoljeno da više kockam. Nastavio sam da igram i izgubio skoro sve, završio sa negde oko 4.500 dolara, u kom trenutku je limit nasumično skočio.
Bio sam veoma ljut što je CasinoDais dozvolio da se ovako nešto desi, pa sam došao do njih da se raspitam o limitu. Poslali su mi e-mail sa objašnjenjem njihove politike. U osnovi, rekli su da se ograničenje gubitka odnosi samo na početni depozit, što znači da ne bih mogao imati koristi od ograničenja gubitka ako sam pobeđivao. Ovo je glupo i nepravedno iz nekoliko razloga:
1. Obično, kada postavite ograničenje gubitka, ono se primenjuje na vaš trenutni bilans. Ovo je način na koji to funkcioniše u SVIM onlajn kazinima u kojima sam ikada igrao.
2. O ovome nije bilo reči kada sam tražio da se postavi limit, niti se to pominje na sajtu.
3. Ograničenje je počelo kada sam imao oko 4.500 dolara, što čak nema smisla jer je moj početni depozit bio 250 ili 500 dolara. Njihovo objašnjenje nema nikakvog smisla.
Ono što tražim je da CasinoDais poveća moj bilans na ono što je bilo kada je ograničenje trebalo da bude postavljeno (a to je 24 sata nakon mog zahteva). U to vreme, moj bilans je bio 27.200 dolara i nešto promene. Apsolutno je neprihvatljivo da mi je dozvoljeno da izgubim toliki novac nakon što sam obavio dužnu pažnju.
Nadam se da mi možete pomoći da ovo rešim. Tražio sam transkripte ćaskanja, a oni su mi SAMO poslali transkripte koji nisu u vezi sa ovim pitanjem. Dobrovoljno su izostavili brojna ćaskanja koja su se odnosila na moj limit kockanja. Čini mi se da dobro znaju da mi duguju ovaj novac, jer očigledno kriju korisne informacije. Ne znam šta da radim.
Unapred vam se zahvaljujem na pomoći, nadam se da ćemo se uskoro čuti.
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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