The player from New Zealand had been attempting to close her account for weeks due to gambling addiction but had no success. She expressed dissatisfaction with the lack of responsible gaming options and the ineffective customer service. The Complaints Team intervened, requesting the casino to provide evidence regarding a disputed payment, while also advising the player to cooperate with the casino's request for documentation. Despite the player submitting her bank statement to prove non-receipt of funds, the casino maintained that the payment had been successfully sent to the account she provided. Ultimately, the Complaints Team concluded that they could not assist further as the player was unable to provide sufficient proof to support her claim, leading to the rejection of the complaint.
Gomblingo Casino - Player’s account closure request has been delayed.
Other
Amount: ??
Gomblingo Casino
Safety Index:LowCase summary
I have been trying to close this account for weeks. Even said due to addiction and still not closed. I will not be depositing here again.
Zero responsible gaming options, CS just say they encourage players to bet responsibly but no limits can be applied
such a bad experience overall!
Dear Philly35,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:
3.22.3. 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: [email protected]
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.
When was the first time you informed the casino about your gambling problem? Could you please forward all self-exclusion requests to [email protected]? Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
2 weeks ago I sent an email, then everyday after that for the next 4 days then got tired of it! The last email from them was saying I needed to prove my identity to close the account!
pls don’t open an account here it’s a shambles
Thank you very much for your reply, Philly35. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.
Dear Philly35,
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 Kristina, my apologies for the delay. I have sent you thru correspondence from myself to customer care of this casino site.
Thank you very much, Philly35, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello Philly35,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Gomblingo Casino,
Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance.
Respectfully,
Michal
Dear Michal,
Once the player initially contacted us, they were subsequently asked to provide basic documentation so their request can be proceeded.
They replied they could not verify their identity without providing a clear reasoning behind the above statement.
The player was contacted on a couple of occasions additionally with instructions what information would be needed for the request to be handled further.
Subsequently, the player's account was disabled due to a separate matter they raised , and will remain so.
Kind regards,
Gomblingo Casino Team
Dear Gomblingo Casino,
Can you tell me when did you receive a proper self-exclusion request, and when was the player's account closed?
I had to lie and tell them I was underaged - really horrible site. I needed the account closed due to addiction and they gave no support at all.
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 Michal,
The initial request sent to the corresponding email - [email protected] - was made on 23/11/2024.
We would like to point out that when the player was asked to provide basic documents in order to proceed with the request, they stated they are unable to verify themselves.
We sent subsequent reminders in an attempt to assist them, but they refused to provide any of the information they were instructed.
The account was subsequently disabled on 18/12/2024 due to a separate matter, and it will remain so.
Best regards,
Gomblingo Casino Team
Dear Gomblingo Casino,
When a player asks for self-exclusion due to gambling addiction, immediate action should be taken as soon as the casino acknowledges this request. Ideally, the player's account functions should be restricted, so there can not be any more deposits or any other account activity. During this period, the player can complete KYC without risking losing any more funds. The fact that the player did not complete the KYC procedure is not considered a relevant reason by us for not closing/restricting their account. I kindly ask you to reconsider your opinion on this. The whole process from the moment of the initial request to the moment of actual account closure took 18 working days, which is considered by us to be too long.
Dear Philly35,
I firmly believe that the players' well-being and safety should be prioritized in these situations. However, your refusal to provide the requested documents for the KYC procedure only undermined your self-exclusion efforts. If you provided the casino with the documents, not only would this speed up the whole process of account closure, but also this would serve as an additional protective measure, so you won't be able to create and/or verify your account with Gomblingo Casino in the future. Even if you have verified yourself in the past, the casino has the right to ask for additional verification so they can confirm that it is indeed you who is asking for self-exclusion.
Can you confirm for me when exactly and how much did you deposit during the time period between the 23rd of November and the 18th of December?
A lot, and although I had added restrictions to my bank it didn’t cover Polipay NZ banks cannot put restrictions on this method.
id say around $1500 could be more.
Can you also tell me why you didn't comply with the casino's request to verifiy your identity?
I have never had to provide documentation to close an account. Only if I am withdrawing. Their replies were few and far between, so I just said I was underaged it was all I could think to do to get the account closed.
initial request to close would’ve been well before the date above.
As mentioned in one of my previous replies, the player's failure to comply with the casino's request for a KYC (Know Your Customer) procedure resulted in an unnecessary delay in the self-exclusion process. While it is an industry standard for casinos to request such documents, and they have the right to do so, I must emphasize that non-compliance with the KYC process should not prevent the closure or limitation of a player's account.
Ideally, the casino should take immediate action to protect the player by restricting their ability to play or deposit funds. The account should be placed in "withdrawal-only" mode to ensure the player's safety. Once the player is protected, the KYC process can then be addressed. After completing the KYC, the matter of refunds—where applicable—can also be resolved.
Given that the casino failed to adequately protect the player even after acknowledging the self-exclusion request, I must insist on the refund of all deposits made by the player from November 28th onward. Please, Gomblingo Casino, let me know how you wish to proceed with this matter.
Hi Michal, the casino have emailed me and advise they will refund me an amount. I am happy with their solution. But I will wait for further action on their part before we close this complaint. Thanks for your help so far!
truly appreciated
will keep in touch as updates occur 😊
Dear Philly35,
This is good news. Thank you for letting me know, I will be waiting for further updates from you, and I will keep this complaint open until then.
Slow progress dealing with the Comms and verification. Everything has been sent and took 2 days for them to let me know their process, and that payment was also being reviewed. I had to do a withdrawal of the agreed refund.
hopefully things start to move along over today and tomorrow.
Sadly the communication has stopped and I have no idea what, if anything is being actioned. I have submitted all docs requested.
fingers crossed something positive is happening.
will keep in touch
I have contacted the casino regarding the refund. They say it was processed on 29/01/2025. Unfortunately payment has not arrived in my account. I contacted the site and asked for proof of payment and they are saying I must prove payment has not been made!
I am extremely suspicious and would appreciate your intervention.
I will update if I hear anything further or if payment arrives! Usually international payments show within 2-4 days not 6 days.
Dear Gomblingo Casino,
Do I understand correctly that you have asked the player to provide a bank statement to prove he did not receive the payment?
I had sent screenshots and blanked out transactions so they could only see that it was outgoing - no incoming payments for the amount they said they were sending.
Today they replied with the email above.
if there is anything you can do to get them to follow thru x
i am not sending them a full open bank statement from 29/01 to now. CS are no help and claim I must send the statements!
why did I not receive notification that payment was made? More than likely because it hasn’t been paid. It all seems like a facade.
similar complaints on many other review forums!
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.
I doubt anything will come of this! Really disappointing on their part.
Thank you Michal
Dear Michal,
We are trying to resolve the matter with the player since they initially reported the missing transaction.
By this point, however, she refuses to cooperate with us, which leaves us with our hands tied and no further option to help.
The player is welcome to provide the requested items, after which we will offer further assistance.
Best regards,
Gomblingo Casino Team
Dear Philly35,
Can you tell me why you are refusing to cooperate with the casino?
Because they have not sent me proof that payment was made. And it seems the account number they said they have sent to is incorrect. I have sent transaction screen shots but blurred out the shop or bill being paid leaving only the amount. They really should only need to see amounts deposited. Not my full banking history for the last 3 months
Hello Michal so for Gomblingo to ask me for a bank statement showing all transactions for a payment they say they made, to an incorrect account?? Is this right? And do other casinos behave this way? This is all taking a toll on my mental health and I just want it to be sorted
Dear Michal and Philly35,
We would like to shed light on the matter.
As previously advised, we have been in communication with the player to provide assistance.
The amount we have offered and to which the player agreed has been transferred to the bank account they entered upon their withdrawal submission.
Since the player states the amount has not been received, they would need- and should have no problem -to provide the requested items in order to substantiate their missing funds claim.
As they refused to cooperate, we have provided them with all available to us information, so they can further check with their bank service provider.
If the player wishes us to make more checks, we will be happy to do so, hence, we invite them once more to get back to us with the items we asked.
Best regards,
Gomblingo Casino Team
No, I copied and pasted the account number into your system. Now I have no proof of what was given!
the account number you said was deposited to was incorrect and you ask me to send proof that payment wasn’t received?? This is a joke!
why on earth do you need to see who I paid and how much when really all you need to realise is that the amount agreed on was never paid to me! And will not show as a deposit in my account! You would have seen that in the screenshots I sent but no, you want every single person, company I have paid since 29/01! Nz banks take 2 days to process -
this has been the absolute worst experience imaginable
Dear Philly35,
Firstly, the fact that the casino is requesting your unedited bank statement is a standard request. Please, provide this document to them, so they can have a solid confirmation that the sum did not in fact reach your account.
Also, I want to react to this statement from you:
"And it seems the account number they said they have sent to is incorrect."
What makes you think that this is the case? Or is that just your assumption? There is extremely slim chance that the casino would send the funds to an incorrect account, simply because they would just send the funds back to the account from which they came.
I think that because they sent me an account number which wasn’t mine. They claim I sent it to them. This is the account number they want statements from, so of course I can’t provide. It all sounds shady!
what exactly do they need to see? That I didn’t receive the payment? Surely they only need to see amounts deposited not every single transaction.
Dear Philly35,
The casino needs to see your full bank statement so there is no doubt that the transaction in question did not arrive in your account. If you refuse to do this, I am afraid we won't be able to help you anymore.
Dear Philly35,
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.
No transparency on their part!
I am not even able to check the details I sent to them - as it was via their portal! No proof that payment was made at all! Why do I have to share my full bank statements and they show nothing! This has been a stressful experience! One for trying to close the account and 2 for this whole facade on their part! I am an honest person and would have sang their praises far and wide if payment had arrived! This is a joke!
The AI replies I received were repetitive and just no real evidence that they actually made a transaction! Or a transaction to incorrect account!
Dear Philly35,
Since you are the one who is claiming that the payment did not arrive, you also should be the one who supports their claim with evidence. After you provide me or the casino with the requested evidence, then further investigation will proceed, and the casino will be asked to confirm their side of the story as well.
Ok will send my transaction list today to you and the casino. No amount of $1118 has been sent to my account! Actually I will contact the bank to verify that.
I have forwarded a pdf of my bank statement. Also am not holding on to any hope that they wlll honour the agreement.
Thank you, Philly35, for the cooperation.
Dear Gomblingo Casino,
Can you confirm that you have received the requested documents?
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.
I have proven that their payment did not reach my bank account. The bank has no record of their reference number. There is no proof that they have made a payment.
any money would have been reversed to sender given the account number was incorrect. None of this makes sense and the casino have wasted a lot of my time and yours on this facade! They should be closed down!
Dear Philly35,
I regret to inform you that we are unable to assist you further in this matter. It appears that we have reached an impasse, as the casino has provided evidence that the payment was successfully sent, while you have been unable to provide proof that the funds were not received.
Additionally, I was informed that you did not submit a statement for the account to which the funds were sent. It is also important to note that, for all transactions at the casino, the account number is entered by you, not by the casino. This means there is no possibility that the funds were sent to an incorrect account due to an error on the casino’s part.
As this matter falls beyond our scope of intervention, the best course of action would be to contact your bank directly for further clarification. I sincerely regret that we are unable to assist you further, and I hope you are able to resolve this issue with your financial institution.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
