The player from Austria, suffering from gambling addiction, had contacted the casino expressing his issue and requested a refund for his deposits. Despite this, the casino accepted additional deposits and only closed his account upon further contact, breaching player protection guidelines. The complaint was closed as the player got excluded according to the casino terms.
Gama Casino - Player argues about breached player protection guidelines.
Amount: €274
Gama Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
5 months ago
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7 months ago
Translation
On September 27, 2023, I wrote to the casino explaining my issues with gambling addiction. My email stated: "I have established an account and made deposits at your casino with the email address... I would like to request a refund for these deposits."
I suffer from pathological gambling addiction and should only have control over money for daily purchases. All regulatory bodies in Curacao and Malta are aware of my situation. I therefore urge you to take measures to save yourself further costs by refunding my deposits immediately into my bank account at ...
On October 3, 2023, additional deposits of €252 were accepted, because my email from September 27, 2023, was ignored. This does not consider player protection guidelines. I demand this money be returned, as the commitment to player protection was breached.
Upon making further contact, the account was closed within 5 minutes, but no attention was paid to the lack of player protection when responding.
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7 months ago
Hello x4wsccrkcd,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gamma Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Where exactly did you get that contact to which you e-mailed your request? When was the last time you spoke to the casino and what was it about?
Please note that the every casino has it's own way to request a self-exclusion and you were supposed to contact - support@gama.casino as per their terms: https://gama.casino/en/contacts/responsible-game.
Looking forward to your answer.
Regards,
Nick
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7 months ago
Hello!
We received a request from a player on our support email on 03.10 with a request for a refund and a message that he suffers from game addiction, after which the account was immediately blocked.
Earlier there were no messages from the player neither to our email nor to the chat, for this reason from our side there was no violation of the project rules and refund is not provided.
We are ready to provide evidence to the site administration that the first request was received on 03.10 and the account was blocked immediately after the request to the mail.
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7 months ago
Translation
I received the following email on September 27th. receive:
"On September 27th, 2023 at 6:59 p.m., GamaManager
Hello!
It's my pleasure to see you on gamacasino!
I'm your personal manager and will be extremely glad to assist you with our loyalty program, deposits and withdrawals, tournaments or any other questions you may have.
Not every player gets personal manager - so I'm your privilege 😌
I can open for you personal offers that you won't find on the website 🎉 Here is my favorite, drop me a message if you want to activate it 👍
Conditions are easy: reach the sum of €50 by deposits within 48 hours and get €25 back! It's like cashback but additional and certain.
Looking forward to your reply!
Regards,
Your personal manager from gamacasino
Eve"
So I immediately got a personal manager and I contacted him on September 27th. replied promptly at 7:15 p.m.: I opened an account in your casino with the email address …… and made deposits. I hereby demand these deposits back.
I suffer from pathological gambling addiction and am only allowed to have money for daily purchases; all the regulatory authorities in Curacao and Malta already know about this.
My claim for repayment also results from a prohibited game of chance due to the lack of a license from your casino. Whatever was paid on the basis of an unauthorized and therefore invalid gambling contract must be paid back! Both enrichment and damages law provide a legal basis, especially since the intervention in the Austrian gambling monopoly also results in a violation of protective laws.
In order to save yourself further costs, I therefore request that you immediately transfer my deposits to my bank account at
BAWAG PSK
IBAN: AT
BIC:
issued to
to remit.
Otherwise I will file a lawsuit in court.
Best regards
I received no notification that this message could not be delivered to my personal manager. Even today I still get these promotional emails from Gama from my personal manager!!!!
My account has not yet been verified.
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7 months ago
Hello!
This request was not sent to our support email. All such requests are processed by contacting support@gama.casino.
You wrote to support@gama.casino on 03.10, after which your account was immediately blocked due to addiction. There was no violation of the rules on our part.
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7 months ago
Translation
If I receive an email from Gama Casino from a personal manager to my email address without ever asking, then I expect that this personal manager is also part of the casino and receives my messages! This is pure profiteering! They just want compulsive gamblers to be encouraged to gamble every day... and then be told they don't know anything! I verifiably sent this email on September 27, 2023 and can upload it! It was also delivered, otherwise you would receive a notification if an email was not delivered!
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7 months ago
Hello!
According to the rules of our casino, requests to block an account should be sent to the e-mail support@gama.casino. As we can see, you sent a letter to this email on 03.10, after which the account was immediately blocked. Alas, there is no refund in this case, as the account was blocked at the first request, after you wrote us a letter about your difficulties with gaming addiction.
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7 months ago
Translation
On September 27th I wrote an email to personalmanagergama@gmail.com
This email was also sent on October 4th. answered - but gambling addiction was not addressed in any way. But it is proof that the email was received! Only there was no action from the casino for 7 days.
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7 months ago
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I have now sent everything and am waiting for a reply.
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7 months ago
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Time will run out in 30 minutes! Please help.
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6 months ago
Hello x4wsccrkcd,
Could you please advise if the VIP manager did respond to your self exclusion request? Would it be possible to forward the whole e-mail communication to nikolas.b@casino.guru?
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6 months ago
Translation
The VIP manager replied to my email, but made no mention of self-exclusion or gambling addiction in any way. I'll forward the emails
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6 months ago
Hello!
For our part, we can also send a screenshot of the email that was received on 03.10 from this player, where you can see that it was the first request to our email support@gama.casino with a request for a refund and a message about addiction, after which our side took action and the account was immediately blocked.
Dear administration, please let us know if a screenshot is required.
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6 months ago
Translation
Dear Gama Casino: why am I still receiving advertising emails from the VIP manager?
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6 months ago
Dear Gamma Casino,
Could you please answer to the player's question? Is the VIP manager officially your employee and is he keep contacting the player?
Sensitive attachment
Sensitive attachment
6 months ago
Translation
Since the Gama Casino logo also appears at the end of the email, it probably belongs to the casino. The original version was forwarded to you via email.
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6 months ago
Dear Nick,
Yeah, that's right. This is our manager who has been in contact with the client in the past.
At the moment we found out that there was a technical error when sending letters, there was a mailing, and the client's mail accidentally got into the database, at the moment we excluded all possible mailings of this user, as he is blocked.
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6 months ago
Hello x4wsccrkcd,
Can you please confirm that you have no longer received any e-mail from the casino since?
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6 months ago
Translation
On October 19th I received the last email from GamaManager.
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6 months ago
Hello x4wsccrkcd,
Can we consider the case as resolved as it's been almost a month that you did not receive any promotional offer from the casino?
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6 months ago
Translation
This is not the answer to my complaint. It was about the fact that GamaCasino knew about my gambling addiction and allowed deposits. I have sent all the evidence and the casino has admitted that the Gama manager is part of the company. I therefore demand a refund of the deposits.
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5 months ago
Dear x4wsccrkcd,
We have carefully reviewed the provided materials and conducted necessary checks. Your account has been blocked in accordance with our internal procedures based on the available information. We adhere to the principle of ensuring security and compliance with the rules of our service. We understand that such situations may raise questions, but please be aware that we make decisions in accordance with our policies and regulations. If you have any further questions or need assistance with other matters unrelated to the block, feel free to reach out. Thank you for your inquiry and understanding
Best regards,
GamaCasino team.
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5 months ago
Dear x4wsccrkcd,
As the properly requested self-exclusion was made on 3.10. after which the casino closed your account, they can't be held responsible for any loss before that date. I'm really sorry but as the casino acted according to their terms and conditions, there is nothing we can do. As your account is fully closed and you no longer receiving any offers from the casino, we will be closing the complaint.
Please always be sure to read within the casino terms how to request for self-exclusion to prevent such situations in the future.
Best regards,
Nick
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