Gamdom Casino - Pelaajan omaehtoista pelikieltoa on rikottu.

Dear narcos,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the General T&Cs and I found this:

3.2 RESPONSIBLE GAMBLING

We are committed to promoting responsible gambling and helping you stay in control of your play. If you ever feel that your gambling is becoming a problem or you simply need a break, you can request to self-exclude at any time by contacting our customer support team on support@gamdom.com. Once your request is processed, your Account will be locked for the duration specified. During this time, you will not be able to access or reopen your Account under any circumstances. After the exclusion period ends, you may request to reactivate your Account. Please note that we may deny reactivation if it conflicts with our responsible gambling safeguards, or your prior behaviour. You can learn more by reviewing our Responsible Gambling Policy, which forms part of these T&Cs.

Could you please forward me the self-exclusion requests that you sent to the casino? My email address is kristina.s@casino.guru. Also, do you currently have access to your casino account?

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your reply, narcos. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to help you in this matter. The self-exclusion request, where you stated the gambling problem clearly, is the essential evidence that the player must provide in order for us to proceed with a case like this. Since you didn't provide the request and your account has been closed, we cannot handle this case as a failed self-exclusion. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day, hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. 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.