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I am BigStakeFish, a VIP customer of GamDom casino.

GamDom casino offered me the bonus: "Claim a 50% deposit SLOT bonus on your next deposit today - the bonus amount is capped at 1000 USD."

This bonus is based on a 6x wagering requirement before being able to withdraw funds. "If a withdrawal is initiated before the conditions are met, the bonus along with any winnings will be forfeited and removed."

So I deposited $2000 and I claimed my $1000 bonus. I played slots, and I lost $1000 from my $3000 balance (I lost the bonus.) I then emailed a VIP Assistant with the intention of withdrawing from the wagering requirement and taking the loss. I didn’t want to go any further than that.

I’ve attached the conversation with the GamDom VIP assistant, in which he told me completely wrong information which was manipulative and essentially forced me to continue playing instead of helping me withdraw from this bonus program that I was done with. He told me that if I want to remove the wagering requirement I have to either reach it, or fail doing so. Due to his misinformation, I was given no choice but to continue playing.

Point number 10 of the T&C of this promotion states: "If a withdrawal is initiated before the conditions are met, the bonus along with any winnings will be forfeited and removed."

Why didn’t the VIP assistant help me withdraw my funds based on this point?

The only answer is because he wanted to manipulate me to continue playing against my own will, by providing an artificial scarcity of choice.

GamDom casino stripped me off my right to withdraw based on Point 10 of their T&C regarding this promotion, and for that purpose, I request a refund and this case to be very closely examined. The online casino environment should be fair, and T&C should be followed by all parties involved, including the Casino.

Please help me fix the situation, I have reached out to them and they weren’t willing to help, that’s why I have come here. All information and evidence is attached - the screenshots of the emails, as well as the Terms and Conditions.

Dear bigfishstake,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you provide the full email exchange or screenshots with the VIP assistant regarding your intention to withdraw?

Did the VIP assistant at any point inform you that you could not withdraw, despite Point 10 of the Terms and Conditions?

At the time you contacted support, what was your remaining balance and how much of it came from the original deposit versus winnings?

Did you attempt to initiate a withdrawal through the website/platform itself, or was everything handled through VIP support?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots 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,

Dominika

Hello Dominika, 

Thank you for your swift and kind response. 

Question 1:

Question 2: The VIP assistant literally said: 

"Hi, I can only cancel the wager requirement when you balance is clear. that means that you have played your dewposit and your bonus money :)"

Question 3: My balance when I contacted support was approximately $2000, that is exactly when I lost ONLY the bonus. My deposit was still part of my balance. 

Question 4: I attempted to initiate withdrawal about 5 times inside of the platform AND I contacted the VIP support as shown in the screenshots. 

Question 5: It’s the screenshots I have shared already, and this message after the internal department "reviewed the case" :

Let me know if anything else is required to help you.

Thank you very much for your help in advance,

Sadin

Dear bigfishstake, just to clarify your intention — when you tried to withdraw after losing the $1000 bonus, what exactly were you trying to withdraw? Was it just your remaining deposit (the $2000), or were you also trying to keep any winnings?

As per Point 10 of the bonus terms, "If a withdrawal is initiated before the conditions are met, the bonus along with any winnings will be forfeited and removed." So it’s important to understand if you were only aiming to take back your deposit or also expected to keep profits that might have come from playing with bonus funds.

Hello Dear Dominika,

Hope all is well.

As per your question - only my $2000 deposit of course, I didn’t have any winnings to keep anyways. I just wanted to back out of this bonus, so that there is no wagering requirement on my account and no "only slots" requirement either.

Let me know if there is anything else to clarify,

Thanks for your help

Dear bigfishstake, I have checked the terms and conditions, and this is what I found:

You will use this Website and your Gamdom.com Account solely and exclusively for the purpose of Your genuine participating in the Games and not for any financial or other operations, Your participation in the Games will be strictly in Your personal non-professional capacity for recreational and entertainment purposes only;

Additionally, please note that in every online casino, it is required to wager the deposited amount at least once before a withdrawal can be made.

Dear Dominika,

I’m not sure I understand the relevance of your recent message. I was clearly scammed and misinformed by the GamDom employee, within their T&C regarding the bonus programme I entered into.

Please look into it carefully again for me, I am absolutely certain of my position.

Thank you very much in advance

Bigfishstake

Dear bigfishstake,

Thank you for your continued cooperation and for providing all the details regarding your case.

We fully understand your frustration, and we recognize that you feel misled by the communication with the VIP assistant. However, after carefully reviewing the full situation, including your bonus usage and the casino’s terms and conditions, we must point out the following:

At the time you contacted the VIP assistant, your bonus had already been lost, and unfortunately, your deposit funds were later also lost through gameplay. Since both the bonus and the deposited funds have been used up and your balance is now zero, there are no remaining funds to be withdrawn or refunded. Unfortunately, this means that there is no longer any actionable step we can take.

We truly regret that the situation was not handled more clearly at the time and that you were not properly informed by support. Nonetheless, with no balance left and no funds to recover, we are unable to proceed further.

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.