The player from Germany, after being blocked due to gambling addiction on one site, had still been able to register and deposit €2500 in total on Gama Casino, which was under the same management. Despite having brought attention to her gaming addiction, she had received no response, her deposits had been ongoing, and her requests for account termination had not been enforced. The player had contacted Casino Guru's Complaints Team for assistance. After a series of exchanges, the casino had agreed to refund part of the player's deposits. The player had acknowledged the refund but requested additional compensation for her losses. The casino had declined, stating that the deposits were made before the player contacted them about her gambling problem.
Gama Casino - Player is requesting deposit refunds due to self-exclusion in the sister casino.
Amount: €2,500
Gama Casino
Safety Index:Very highCase closed
RESOLVED
Case summary
Hello Casino guro, the company has implemented a responsible gaming policy ("Policy") to prevent the negative consequences of excessive gaming. Unfortunately, I was unable to log into the Gama Casino website. I played on a site with the same management last year. I was banned from the ICasino site on 10/10/22 due to gambling addiction (belongs to the same group of companies (my registration email is [private]) solvexi limited). Nevertheless, I was able to register on the site and deposit a total of over €2500. Since August 19th 23, I contacted the chat and support several times and pointed out my gambling addiction. No response and I was able to continue depositing. I would like to request a refund of my deposits and finally have my account terminated. Thanks in advance for your help
Dear Leni,
Thank you very much for submitting your complaint. I'm really sorry to hear about your problem.
I checked the Gama Casino's Terms and Conditions, and this is what I found:
35. RESPONSIBLE GAMING/GAMBLING
35.1 For those customers who wish to restrict their gambling, we provide a voluntary self-exclusion policy, which enables You to close Your Account or restrict Your ability to place bets or game on the Website for a minimum period of six months. Once Your Account has been self-excluded You will be unable to reactivate the Account under any circumstances until the expiry of the period chosen under this paragraph. At the expiry of the self-exclusion period You will be entitled to re-commence use of the Services by contacting support@gama.casino.
From this rule, it seems that the self-exclusion applies to one particular website only, not to the whole corporate group.
Would you be so kind as to forward the messages you sent to Gama Casino regarding your account closure? My email address is veronika.l@casino.guru. Alternatively, you may post the screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Thank you very much Veronika! I sent the email history to you by email!
Hello there,
We previously sent the user a letter to the mail that the project CatCasino is not related to the project GamaCasino. All that unites us is a common affiliate program.
No rules were violated, as there were no requests from the user to block the account on our project GamaCasino.
According to our rules: https://gama.casino/ru/contacts/responsible-game
Item - "Responsible Gaming" - Please email us at support@gama.casino for self-exclusion.
We can only block a user's account with their consent.
Please let us know if you want to block your account by replying to our email.
Best regards,
GamaCasino team.
I demand an immediate refund of my deposits from 08/19/23! On 08/19/23 I informed their casino about my gambling problem. I literally said I was addicted to gambling! That I had already had the account closed at their sister casino icatcasino in October 2022. I clearly pointed out my gambling addiction in numerous emails (first email citing gambling addiction on August 19, 2023) to Gama Support and in the chat that I sent to them! I can still deposit money into my account and this is an abuse of player protection! I have filed a complaint with Casino Guru and am now finally asking them to permanently close my account and refund my incorrectly authorized deposits into my bank account! Please investigate this complaint quickly.
FYI, I strongly requested that my account be canceled! Nevertheless, I can log in and make deposits as of September 4th, 2023! I also receive advertising emails from Gama Casino even though I have often unsubscribed from the email's advertising! This morning an email for Monday bonuses and just an email from Gama Manager Eva ——Only 1 voucher is left for $30 cash bonus on a cumulative deposit of $100.
Should I activate the bonus for you or I can give it away?
In addition, a few vouchers of 50% cash bonus on deposit from 20$ are available, get 10$ bonus even on deposit from 20$!
I find that an absolute disgrace! What about player protection? Please process my case quickly!
As we see earlier, you have not received any requests to block your account on our project GamaCasino. Also we want to remind you once again that the project CatCasino has nothing to do with the project GamaCasino.
We have repeatedly sent you a letter to get from you a confirmation of blocking the account, which we have not received from you a confirmation.
Refunds are not possible in this case.
If you want to block this account now at our project GamaCasino, let us know by replying to our letter that we previously sent to your e-mail, or by replying in this complaint and your account will be blocked.
Best regards,
GamaCasino team.
To Gama Support and Casino Guru! Please cancel my account immediately! I'm addicted to gaming! I've asked them about this several times by email! I was able to deposit another €250 today, September 5th, 2023! Request a refund of all my deposits! Case is open at Casino Guru! Since September 18th, 2023 I have emphasized several times in my emails to her that I am addicted to gambling and I have been able to deposit until today and therefore have high losses! I ask for your goodwill to refund me the deposits! Thank you
Thank you very much, Leni, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Thank you very much Veronika! I hope for goodwill in my case
Dear Leni,
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
Hello!
We checked several times all your requests both to our e-mail and to the support chat, and did not find any mention of an account blocking request in our casino. Alas, however, since no blocking request was received from you, the account cannot be blocked at our will. In this case, we have the right to refuse to refund you, as the rules on our part have not been violated.
At the moment, you indicated in the complaint that you want to block your account, and it was successfully blocked, the account can no longer be restored.
Since I haven't received an answer to my support requests by email since August 19th, 2023. I had to leave my account open in order to have a basis for communication. You reacted for the first time here at Casino Guru on September 4th, 2023! I have pointed out my gambling addiction in support several times since August 19, 2023! There was no response from Gama Casino - only when I asked casino guru for help. This is not acceptable to me. They do not take gambling addiction seriously and do not follow responsible gambling rules. After Casino Guru opened the case, I sent an email to Gama Casino support on September 3rd, 23 asking them to cancel my account! (Proof available) And I was still able to deposit money on September 5th, 23! I request a refund of all my deposits!
Hello!
Your request to block was received in a complaint, after which the account was immediately blocked upon request. Previously, when you contacted us, you did not receive requests to block your account. Alas, however, at our discretion, we do not have the right to block player accounts. On our part, the rules of our casino have not been violated, for this reason the funds are non-refundable.
My account was not immediately blocked as claimed by Gama Casino! If the player has a gambling addiction and he mentions it, action must be taken immediately. You are responsible for the gaming experience - and also responsible for people who cannot have a positive experience due to addiction. I have pointed out my gambling addiction since I registered on your site on August 19, 2023. An addiction often does not involve a clear mind and by me drawing attention to my addiction, if they support responsible gaming - as they propagate on their site - they should have acted and not waited until September 6th, 2023 to get my account - days too, by the way later after my email to support - (September 3rd, 2023) asking for termination! I was still able to deposit on September 5th, 2023 and lost money! I ask you for your goodwill and to refund me my deposits and to deal responsibly with gambling addiction in the future.
Hello.
Unfortunately, chat operators do not have the right to block an account at their discretion simply because they say that the player has a gaming addiction. You have not received any requests to block your account, which is why it was not blocked.
When you requested account blocking in your complaint, it was immediately blocked at your request and is currently not subject to account unblocking.
Since the casino rules were not violated on our part, a refund is not possible.
The answer from Gama Casino is absolutely unobjective and incorrect! It is what it is - no response to my complaint, no empathy, no objectivity! I see irresponsibility on the part of the casino! And no, my account wasn't blocked immediately! Exact details in my previous messages! This stalling tactic is criminal and definitely violates gambling laws! In any case, the licensor will be informed of such negligence! I am requesting a refund of my entire deposits as of 8/19/23!
Dear Gama Casino team,
Thank you for your cooperation. Could you kindly explain why the player's account was not blocked after messaging you about their addiction on August 19th? Based on the information I received, the player's request was forwarded to a specialized department. We understand that the player was not eligible for a refund. However, since they informed you about their gambling problem, why was the account not blocked to prevent further losses?
Hello!
An account can be blocked only at the request of the player and nothing else. We have checked all the player’s requests for the entire time and he has not received a request to block his account. We do not have the right to block a player without his request; for this reason, the account was active all this time. Once a player requested an account ban, he was immediately banned upon request.
I have reported gambling addiction since August 19, 2023! You should have acted immediately! A person addicted to gambling tries to use his addiction to gamble away his gambled losses again and again. My information about gambling addiction was deliberately ignored! That I have already been banned from their sister casino due to gambling addiction! As a casino, you have the responsibility and obligation to block the account immediately to protect your players. They blocked my account another 3 days after my email on September 3rd, 2023 with the request to cancel! During this time I was still able to gamble away money. That’s how seriously they take player protection! I continue to demand my deposits back. I ask that you refrain from any further delays or responses that do not respond to my emails.
Dear Gama Casino team,
It is standard that when a player informs support about having a gambling addiction, the account should be closed ASAP even without the request. There is no reason to keep such a player. Do I understand correctly that a player can inform you about gambling problems but as far as they do not directly request closure, it is ignored?
Dear Guru Team,
The user's messages were not ignored by us in any case, we paid attention to the user's messages immediately, and we asked for confirmation of account closure on our project, from the user's side it happened later, as the user responded to our emails emphasizing on refund ignoring our messages.
another pretentious, bold lie from Gama Casino! I would like you to give me the answer to please show me cancellation! I have my email history! They only responded when I contacted Casino Guru on August 31, 2023! As of August 19, 23, they ignored all of my emails! I was held back with the statement that the specialist department was checking! I wrote about 6 emails with reference to gambling addiction! I was never asked to quit! Especially since it is your responsibility to close my account yourself if I state that you are a gambling addict! Even now I'm being held back! Your answers here are unprofessional! and every day I am advertised with invitations to Gama Casino (despite unsubscribing from the mailing list) please recognize your mistake and refund my entire deposits!
There's no lodge on our side.
We are ready to provide the administration of Guru all screenshots of correspondence with the user by mail.
The 1st time you contacted us on 20/08 indicating that you are blocked on another project and reported that we belong to the same casino network group, which is not true. Then on 21/09 we gave you a reply that the request is under consideration.
The 2nd time you wrote a second letter demanding a refund on 23/09, where we were still analyzing the situation, and replied to your letters that your request is under consideration.
The 3rd time you wrote on 31/09 you wrote a repeated letter that the project CatCasino is in the same group of projects GamaCasino, which is not true, and you again requested a refund, where we have already come to you with a new letter that a refund is impossible, as we have checked all your requests in chat support and also all letters sent to our email. There was no request to block you in our casino, for this reason we are forced to refuse your request for a refund, as we have not violated the rules.
According to our rules which are stated on our website - Responsible Gaming Clause Please write to us at support@gama.casino for self-exclusion.
https://gama.casino/en/contacts/responsible-game
You must confirm that you want to block your account based on your gaming addiction.
Dear Gama Casino team,
Thank you very much for your cooperation. May I kindly ask you to forward me complete communication with the player?
Hello!
Screenshots of the correspondence were sent to the administrator by email, who is reviewing the complaint for review.
Hello there,
We have already started the process of refunds for transactions that have been made since the customer contacted us.
At the moment we are waiting, we will immediately report on the result in this application.
Thank you very much Gama Casino and Casino Guru, a part (€1260) of the deposits was refunded to me today! If I receive a full refund, I will report back here and close the case here!
Dear Leni,
I am very glad we got to this end. Please, let me know when you receive the rest.
Hello!
We have made a refund on all payments made from the moment of contacting the chat to request a refund and game addiction to the moment of blocking the account.
The funds that the player made before the moment of contacting the chat are not subject to refund, as there were no violations on our part.
I understand if you don't calculate 8/19/23! Unfortunately, that was the day I was able to register with them and suffered a huge loss in gaming! I contacted you several times immediately after the loss on August 19, 2023 and asked for goodwill because of my stated gambling addiction! Total loss in your casino from 8/19/23 to 9/5/23 was €3715! From August 20th, 2023 I was able to gamble away a further €2400 with them until September 5th! With the refund of €1260, a total of €1140 has to be refunded from August 20th to September 5th, 2023! I would be happy if you looked at the entire period and refunded me a total of €2,455 minus the €1,260 paid today and I would be very grateful for your goodwill! ( ( I am happy to provide a screenshot of my deposits or account statements) Thank you very much and best regards
Addendum €334.40 was booked this evening: a total of €1594.40 was refunded by Gama Casino on September 27th, 23! I am waiting for the remaining amount from 08/20/23 of 805, 60€ or total from 08/19/23 - 2120.60€ which would still have to be refunded from today! Please let us bring this case to an end quickly! The long-standing contact really triggers me! I'm still waiting for my therapy place! Thanks
Hello!
The player has been refunded all deposits since 20.09. This is the amount that the player received and he confirmed it in his message above.
We can provide the site administration with a screenshot showing the player's deposits from 20.09, as the player is mistaken and he did not have the amount on his account, which is written in the message above.
Thank you very much Gama Casino, you are right without August 19th, 2023 they have refunded all deposits! On August 19, 23 alone I lost €915! I ask you as a gesture of goodwill to reimburse me this amount of €915 and I am pleased about your cooperation!
Hello!
Unfortunately, we have to refuse to refund these funds to you, as the deposits were made before the moment of contacting the chat and there was no violation on our part while playing with these funds. Earlier we have already informed you that you have received all the funds that we had to return and confirmed it.
Thank you Gama Casino and Casino Guru! I thank you for your cooperation and would like to close this case now!
Dear Leni,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
