Gomblingo Casino - Player demands a refund after the account closure request was ignored.

On 21 December 2025, I emailed the casino requesting immediate account closure due to gambling addiction.

Despite this clear request, the casino did not close or restrict my account and allowed a €100 deposit on 29–31 December 2025.

Accepting deposits after a documented addiction and self-exclusion request is a serious responsible gambling violation.

I am requesting a refund of the €100 deposit accepted after my request.

Screenshots of the email and the transaction are attached.

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Dear makelios6,

Thank you for taking the time to submit your complaint. I sincerely regret to learn about your negative experience. I checked the General T&Cs, and I found this:

.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from gomblingo.com, he/she needs to contact us on the following email address: customercare@gomblingo.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

Could you please advise if you sent any other emails or tried contacting the casino via alternative channels, such as live chat? If there is any other relevant communication between you and the casino, please forward it to my email at kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina

Στην αρχή επικοινώνησα με την ζωντανή συνομιλία και ζήτησα αυτοαποκλεισμο λόγω σοβαρού εθισμού στον τζογο.

Με ενημέρωσαν ότι έπρεπε να στείλω εμαιλ στο customer όπως και έκανα.

Παρόλα αυτά δεν τον εκλεισαν

Thank you for your reply, makelios6. Could you please clarify when exactly you made the last successful deposit?

29/12/2025

Dear makelios6,

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, Matej (matej.l@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,

Kristina

Hello makelios6, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Gomblingo Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Dear Matej,

Please be advised that, following a detailed review of the case and the player’s correspondence with the relevant department, we can confirm that the account suspension was processed within the timeframe outlined in the website’s Terms and Conditions.

The player requested a suspension of their account and, in order to proceed with finalizing the request, was asked to provide additional information. All such requests are treated with the highest level of priority and seriousness and require careful verification and technical processing time.

Although the request was submitted around the holiday period, it was processed efficiently and closed well within the standard timeframe. Considering this, and the fact that we do not encourage and clearly state that it's the player's sole responsibility for any activity during the processing period, we cannot find a supporting ground for the claim.

Should you require any further assistance, please let us know.

Kind Regards,

Gomblingo Casino

My complaint is not about the total time required to process the self-exclusion request.

The core issue is that after I clearly informed the casino on 21 December 2025 that I suffer from gambling addiction and explicitly requested immediate account closure, the casino did not temporarily freeze my account or block deposits and allowed a €100 deposit on 31 December 2025.

According to responsible gambling standards, once a player declares gambling addiction and requests self-exclusion, deposits must be blocked immediately, regardless of any additional verification or internal processing time.

I am requesting only a refund of the €100 deposit accepted after my addiction notification.

Please clarify:

The exact date and time my email was received

The exact date and time deposits were blocked

Why a deposit was accepted after an addiction notification

Dear Gomblingo Casino. The player has mentioned gambling addiction on 21st December 2025. Can you please confirm when and how did the support team respond, and at what date his account has been closed? Also is there a reason why the account was sill open eight days later, and the player has been allowed to make a deposit? If you can provide any additional evidence supporting your view point, please feel free to send them to me directly at matej.l@casino.guru. No sensitive information or system screenshots will be forwarded or shared. Thank you for your cooperation in advance!

Dear Matej,

Thank you for your patience.

Kindly note that due to the sensitive nature of these requests, some technical time is required for them to be handled. Additionally, as previously explained, due to the increased volume of requests during the holiday period, delays may occur.

Furthermore, by agreeing to the Terms and Conditions, all players acknowledge responsibility for their gaming activity before, during, and until their request is fully processed; nevertheless, our designated department handled the player’s request within the timeframe specified in the website’s Terms and Conditions, which all users accept upon registration.

Best regards,

Gomblingo Casino

Dear Gomblingo Casino, once you have the necessary information, please feel free to e-mail me the details (matej.l@casino.guru). No information will be shared or forwarded.

In the meantime, I would like to point out that the self-exclusion policy stated in the T&C is not an industry standard, especially the 10 working days (excluding bank holidays and weekend) reserved for accommodating these requests.

The player has sent a request on 21/12, so I would also like to know if the support staff responded to this message either asking for more information or explaining to him how to properly self-exclude. Thank you.

Dear Matej,

Thank you for your patience.

Please be advised that our team is currently in contact with the player and is actively working toward resolving the matter.

Kind regards,

Gomblingo Casino

Thank you, Gomblingo Casino, if you can let me know (or send me an e-mail to matej.l@casino.guru) with what is happening, so I can update my internal notes and keep an eye on this complaint, that will be much appreciated.

Dear Matej,

Please note that we are unable to forward our correspondence with the player, however, they are welcome to share any information they deem appropriate with you and provide an update directly.

Rest assured that we have taken all necessary steps to resolve the matter amicably.

Kind regards,

Gomblingo Casino

Dear makelios6, since the casino is uncooperative, would you mind letting me know what is the status of this complaint? You can either share it here (I can mark the response as private if you request it) or you can send me details alongside casino communication at matej.l@casino.guru.

As always, any and all information shared with me, or any of my colleagues is treated as private, never shared or forwarded, and is for internal investigation purposes only. Thank you.

Διαφωνώ με τους όρους που μου θέτουν για συμφωνια

Dear makelios6, as I am not privy to the conversation between you and the casino, I can't help. If you could either explain the situation to me through this thread, or forward me (matej.l@casino.guru) the conversation, I can familiarise myself with the details and advise the next step. Thank you for your cooperation.

Σας έχω στείλει τις πληροφορίες στο προσωπικό σας εμαιλ

Αγαπητέ Matej,

Σας ευχαριστώ για το μήνυμά σας.

Θα ήθελα να διευκρινίσω ότι οι συνολικές απώλειές μου στο συγκεκριμένο καζίνο ήταν περίπου 900€. Από αυτά, τα 100€ κατατέθηκαν μετά το αίτημα αυτοαποκλεισμού μου, ενώ περίπου 800€ είχαν χαθεί πριν από αυτό.

Κατανοώ ότι το ποσό των 100€ αφορά τις καταθέσεις μετά τον αυτοαποκλεισμό, όμως θεωρώ ότι το γεγονός πως ήταν ακόμη δυνατές οι καταθέσεις μετά το αίτημά μου δημιουργεί ένα ζήτημα υπεύθυνου παιχνιδιού.

Για τον λόγο αυτό θα προτιμούσα να εξεταστεί η δυνατότητα μιας πιο δίκαιης αποζημίωσης καλής θέλησης πριν υπογράψω το waiver και κλείσει οριστικά η υπόθεση.

Σας ευχαριστώ για τη βοήθειά σας.

Thank you for the explanation, makelios6, I fully understand the situation now. I don't think the casino would share your cashier history with me, but they should be able to give you this information, as that is your right under GDPR laws they like to invoke when I try to get any information.

If you could request the casino to provide you with your cashier history showing all deposits and withdrawals made during the period of 21/12/2025 until the account closure, then sending it to me, I could help determining what would be the reasonable refund amount, according to our own policies.

Έχω στείλει ότι μου είπατε και περιμένω την απάντηση του καζινο

Dear Matej,

Thank you for your continued patience.

As mentioned in our previous correspondence, although the Self-Exclusion procedure was carried out in line with the Terms and Conditions, we have agreed to make an exception and proceed with a payment of €100 as a gesture of goodwill.

We have made several attempts to resolve this matter and have reached out to the player on numerous occasions, however, we have not yet received their cooperation. We are therefore awaiting their confirmation so we can proceed as discussed.

Kind regards,

Gomblingo Casino

Dear Gomblingo Casino, have you provided the player with his detailed cashier history showing both deposits and withdrawals, since 21/12/2025 until the account closure, as requested?

Dear Matej,

As previously communicated, the player requested a specific resolution, which we agreed to proceed with as a gesture of goodwill.

We would like to move forward, but we will need the player’s cooperation to do so. At this stage, this represents our position, and we hope the player will cooperate so the matter can be resolved promptly.

Kind Regards,

Gomblingo Casino

Dear Gomblingo Casino, maybe if you cooperated with me as well and kept me in the loop, I could help you reach the resolution quicker. This way I have to only guess and always ask the player what is going on, so I am missing crucial information here. Since you decided to only talk to the player, not much I can do to help.

Dear makelios6, as per the above it seems like you have reached an agreement with the casino. Did you provide them with the information they asked you for? Are you getting back your 1000 EUR?

Δεν εχω καταληξει σε συμφωνια.

Τους ζητησα το ιστορικο συναλλαγων οπως μου ειπατε και δεν εχουν στειλει τιποτα

Thank you for the confirmation, makelios6.

Dear Gomblingo Casino, could you please provide the player with the detailed cashier history, showing both deposits and withdrawals for the time period of 21/12/2025 until the account closure? 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.

Dear makelios6,

Seems like the casino is no longer interested in resolving this complaint. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. While there, please also click on the Self-exclusion button and follow the instructions, to get excluded from all Anjouan-licensed casinos.

Lastly, you can contact the Curaçao Gaming Authority (https://www.gamingcontrolcuracao.org/contact) and submit a complaint with them. Although according to their own article about online gaming - this authority does not deal with the player complaints, they stated that too many messages regarding the same casino may lead to revoking the license in the future, therefore it is worth a shot. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej