Gamdom Casino - Casino failed to support responsible gambling for addicted player.

Smein Hosting N.V. has allowed me to create an account, deposit and play when in the past I reported serious addiction problems.

I have emails to prove this and they have taken no action whatsoever.

I was able to create an account with the same personal details, from the same IP address and from the same device.

Your system has not detected any anomaly and has not blocked my account.

Today, after what happened, and after several complaints and manifestations of serious problems with the game, they have decided to block any kind of connection.

Why not before?

This casino obviously does not respect safe and responsible gambling guidelines and does not take any measures to protect vulnerable players.

Dear Select2006at,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you requested self-exclusion from Smein Hosting N.V. for the first time? How long did you wish to be self-excluded for? Have you requested to be self-excluded from Gamdom Casino or some other gambling establishment?

Have you stated the reason why you wish to block your account?

Please forward the email with the request to close your account to veronika.l@casino.guru.

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

Hello,

Thank you for your prompt reply.

For my part I contacted Gamdom via online chat in approximately August 2022 explaining that I seem to be suffering from compulsive gambling and to please close my account and permanently exclude myself from all Gamdom.com services.

I have now requested Gamdom to access all my personal data (conversations, connections, deposits and withdrawals)...

To my surprise, I was able to create an account again from the same device, internet connection and personal data without any hindrance.

Today, after an anxiety crisis and losing all my money, they have finally blocked any connection from me.

However, this could have been done earlier as it is their responsibility as a gambling operator and they have to follow the guidelines set by the regulator.

I believe that they should never have allowed me to create an account again when they were warned by me of my numerous health problems, in addition to my related fact that they allowed me to open numerous accounts and did not take action.

This time they have allowed me to create another account again sharing a thousand parameters with the self-excluded accounts. They are not a casino that respects safe and responsible gambling.

Regards,

Daniel

Below I share a screenshot of an email communication with Gamdom that effectively demonstrates my side of the story:

1- I contacted via live chat on numerous occasions complaining that despite having indicated having problems with the game, they continue to allow me to create accounts and play.

They did not take any further action to block future registrations as they have done today after my anxiety crisis.

2- They themselves describe my responsible gambling problems as SERIOUS in their own mailing liste:

After discussing with them today via live chat, they tell me in no uncertain terms that it is MINE fault for not blocking them completely! That it is my responsibility to request the blocking of any connection on my part.

They take no responsibility and it doesn't seem fair to me, even more so when I have actually had complaints in the past about this very thing, for allowing me to create different accounts related to each other with evidence of SERIOUS problems with responsible gaming.

And it's my fault?

Today they finally blocked any chance of registration, but why didn't they do it before?

Thank you, I just hope for a fair deal

I would like to invite the representatives of Gamdom to this conversation to see if they have the decency to tell me the same as their online chat agents, that it is my fault for playing and losing money, that it is not enough to ask for the banning of all their services but also my IP and personal data. How can you be so disrespectful and how can a casino that generates millions have so few controls?

Gamdom I kindly invite you to join the conversation to solve the problem.

Thank you for your responses. In the screenshot you sent here, it seems that you asked your account to be "unbanned" back in April, which Gamdom refused to do.

Could you please specify how many accounts have you opened in this casino? Have you used the same personal information in all of them, including your email and/or phone number?

Hello Veronica,

Thank you for your reply.

3 accounts, one in 2021, one created in 2022 and the last one in 2023.

The last account I closed which is the one associated with the email in the screenshot was closed due to serious problems with the game. I seem to remember it was suicide threats, as I had an anxiety crisis when I lost all my money.

This account is associated with the same device, IP address, and connections as the new account I created.

If I remember correctly, also same personal data, name, surname, date of birth, phone number, address...

Honestly, Gamdom has not taken any control measures when it has enough resources to do so.

Gamdom join the conversation and say again that I am to blame for being sick!😥😥😥😥

It's been several days and Gamdom still hasn't responded, their policy of not reacting to complaints and claims has me worried. I feel totally helpless as a consumer and even more so with the problem at hand. I am a sick person and I warned them by chat in August 2022. They took no action whatsoever. They know that as a sick person I am going to register another account and despite sharing data their system does not block it. They have a turnover of millions of euros but do not invest anything in security, or they simply want to take advantage of the weakest. Gamdon here we debate with respect, show your face.

I have seen that Gamdom did not provide another user with the conversation history and therefore access to their personal data, which was totally illegal.

It is something that I have also requested but I am not receiving any type of support from the casino, 0 responses.

Gamdom plays dirty and if this continues I will have to catch up to them, I am at a total disadvantage. Does Gamdon really deserve a 10?

Thank you for your help casinoguru, I would like you to help me to get Gamdom to allow me to exercise my right of access to personal data, specifically the connection history and chat history of my 3 accounts.

While I am waiting for a solution to my problem I would like to prepare the complaints I plan to make to multiple authorities, as I see a policy of not reacting to complaints.

Thank you very much, Select2006at, 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 for your attention and collaboration.

I hope we can reach an agreement with the casino, as in my opinion it is not fair that after having declared serious gambling problems and threats of suicide, no steps have been taken to block new registrations.

I'd like to invite Gamdom into the conversation.

This is the response I received from Gamdom:

According to them, they do not have any type of responsibility with the creation of multi-accounts.

They have sent me all my contacts except the one who declares that he has serious problems and threats of suicide.

They have also not sent me the connection history as I requested.

They play dirty and I don't see a solution to my case, so I will have to contact a lawyer to try to close their website in French and Spanish territory, just as happened with Stake.

I am also in contact with my bank to claim the deposits and I am going to denounce their business model and scam problem players online. They have no responsibility, as if their business does not involve responsibility. I will also file a complaint with Antillephone, which is its regulator.

And another thing that is false is that my IP is dynamic... It is static and always was, in fact it is currently prohibited and banned by them after much insistence. On the other hand, they do not provide me with the connection history to see these IP addresses, and the conversation in which I declare problems with responsible gambling and death threats is also missing.

How can a casino play so dirty? This will have consequences Gamdom!

How can they say they are not responsible when I have played from the same IP and with the same personal data?!!!!! How can they say that!?

Tomorrow I will contact a lawyer to recommend how to proceed.

Dear Select2006at,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Thanks Jozef, the Casino is not being honest, it does not facilitate the conversation in which I declared that I had gambling problems nor my connection history.

Gamdom be fair regardless of the outcome of the investigation!

Hello, the casino does not respond to my request for access to my personal data, specifically to the conversation in which I declare that I have serious problems with the game or to my connection history (IP, device, etc...)

It is necessary for me to exercise my rights as a consumer and take the corresponding legal measures, since they do not want to reach an agreement.

Thank you

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'm starting to get worrying and disappointing.

Not because of the money, which in my case is little, but because of the immoral practices that this casino carries out.

They offer services to prohibited territories, they have no commitment to responsible gaming and restrictions on minors, etc...

Don't worry CasinoGuru, they are not going to send my conversation in which I declare that I have health problems and gambling addiction, nor are they going to send the IP connection documents, country, device of any kind.

They are not responsible, however, we will have to report it to the corresponding authorities and stop trying to reach an agreement.

Gamdom I hope they get fined again like in Spain!

Would it be possible to make my comments public, please? I have a discord group interested in the thread. Thanks in advance.

11/21/2023 and they still haven't sent me the conversation where I declare I have problems with the game or the connection history (IP, device, country...)

Gamdom, an unethical casino that does not respect responsible gaming, and that does not comply with the organic data protection law.

The full weight of the law will fall just as happened in Spain, where they have received a fine of 5 million euros for fraudsters.

Dear Select2006at,

I noticed that we have one more relevant contact that can be used for complaint resolution. I am 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.

Thank you very much for your patience.

Hello Jozef.

Thanks for your help.

You have given me the same answer as 7 days ago, so I don't think it is necessary to wait 7 more days.

The casino is not transparent and does not want to collaborate, because they know that I am right and they do not pay attention to consumer rights regarding access to personal data and safe and responsible gaming.

For my part, I will take the necessary actions from today to defend my interests.

For its part, I hope the Gamdon casino's rating drops. I don't think a casino with such practices deserves a 10.

Greetings and thanks for your attention and help.

After communicating with the National Gaming Association in France and after reviewing my problem, I proceed to file a complaint against Smein Hosting NV before said organization and before the Court of Justice of Paris. The reasons are obvious, since it is an operator that is prohibited from offering services in French territory, in addition to not respecting the rights of players in terms of responsible gaming and data protection.

Dear Select2006at,

I managed to establish a communication line with the casino. They should react very soon. I am extending the timer by 7 days.

Hello Jozef,

Thank you for your work.

The casino has not sent me the document of my connection history for 30 days, in addition, it has not sent me the conversation where I declare having problems with the game (as confirmed in the screenshot of its email that I sent) so it does not They are being fair.

Honestly, given their unfair practices, and how difficult it has been to contact them, I find it impossible to reach an agreement.

For my part, I already have the lawsuit prepared to go to the courts of Paris, I would like to gather the documentation that I request but it will be impossible.

Thank you for your time

1- I closed my account due to serious gambling problems and suicide threats.

2- Under these circumstances I could open a new account and lose more money (same IP, personal data).

3- According to Gamdom, it is my responsibility (the player with problems) to request the blocking of the IP used in both accounts).

4-According to Gamdom they have no responsibility, they have no reason to take action, the fault lies with the player who is ill with gambling addiction.

You should be in prison.

I will fight for my rights! You will repent of your immorality!

Add that I was never informed that there was the possibility of blocking the IP or any self-exclusion tool on their website. I don't think there are any either. Casinos like this deserve to be banned, they are a threat to society.

I hope casinoguru takes note 📝

Thank you 🫂

As far as I know, when a player requests account closure due to gambling addiction and problems with the game, it is with the objective of NEVER AGAIN playing on your website, and that you Gamdom have part of the responsibility in taking the necessary actions so that this does not happen, No?

Unfortunately you don't do anything! You do not dedicate a single resource to protecting the participants. This is to document it and expose it to the public!

And obviously I have not used a VPN, nor fake data, nor anything strange to create a new account and skip the alarms and possible blocks, I insist that my data is the same and that the IP address is static and shared by all accounts as has been demonstrated in the document.

Finally, I would like to request the contact of your regulator that issues your license. I do not rule out also filing a complaint before the courts of Curaçao.

Dear Select2006at,

It is crucial to inform the casino team about your gambling problem. Based on all the information I received, it seems that the casino team was only made aware of it with the last account, where they acted correctly. Can you provide me with evidence that shows they knew about it much earlier?

Could you also provide me with the entire communication you had with the casino team (before and after you received this reply)?

Hello Jozef, unfortunately the communication in which I declared having problems with gambling and threats of suicide was through the online chat. I have tried to get the conversation but Gamdom won't send it to me, since they are hiding it. It is obvious why they hide it, since they do not want to take responsibility. For my part, I don't have it, but I do have an email where they acknowledge that my account was closed due to serious problems with the game. I think it is a very obvious confession on the part of the casino that I suffered from gambling addiction... It is evident that the contact on my part occurred, since they are acknowledging that the closure was for SERIOUS responsible gambling reasons.

I'm sorry but I can't offer you a transcript of the chat as the casino is hiding it because it goes against their interests.

I insist that in the email they send me they acknowledge the existence of these problems, as can be seen.

On the other hand, it is proven that the accounts were used with the same IP.

I also take advantage of this message to request Gamdom full access to all my personal data, in compliance with the organic data protection law, since the court requires it.

Thank you.

I'm sorry Josef but I think this email is clear proof that they knew, since they are expressly acknowledging it:

"Your account has been closed due to serious RG problems"

Obviously they are not going to send the chat transaction because it would be evident and because it would be reportable.

I feel like this is a David versus Goliath battle.

Anyway, thank you for your interest and help, I no longer have hope of recovering my money through diplomatic channels, but I swear to God that Gamdom is going to pay for every euro it has earned unfairly.

Soon I will organize a platform for those affected in French and Spanish territory, and I will advise vulnerable players who have been affected in one way or another to fight for their rights and defend their interests.

I don't want to go into too much detail, but I insist this is David VS Goliath.

Today Goiat will win, but the war continues.

Gamdom your reputation will be affected and you will lose!

Dear Gamdom Casino team,

I do highly value your cooperation in this case. Please, Could you provide me with the entire communication the player had with the support team (before and after the reply below)?

Additionally, if you could share the online chats the player has mentioned, it could ease the process of the resolution. You can send it to my email address, jozef.k@casino.guru.

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.

Gamdom is intolerable. How many days is it going to take? By the way, my complaint has been processed by the Paris courts. You will have news!

Dear Select2006at,

I am in direct contact with the casino team, but there are holidays, so there may be a delay. I truly appreciate your patience.

On the other hand, do I understand correctly that you have taken legal action against the casino?

It's understandable this week. Merry Christmas and thank you.

This is shameful.

I inform you that I am documenting this case and many others to expose it to the public.

Gamdom has enough technology to protect players and it doesn't.

Furthermore, as demonstrated, my IP addresses were exactly the same as the account closed due to problems with the game.

I hope to close this complaint with a negative rating for the casino.

Dear Select2006at,

I have received the evidence, and it involves a lot of communication, so I will need more time to examine it. I will get back to you as soon as possible.

Gamdom has several open complaints with similar cases. It seems to me that this casino cannot continue with this rating. For my part, I am going to create a conversation thread on the forum to bring together all those affected and create a documentary that will be broadcast in streaming.

Dear Select2006at,

Thank you for your patience. I carefully reviewed all the evidence provided, and there was extensive communication between you and the casino team. I noticed several requests for account closure, but you did not mention the reason for these requests. Since you confirmed that you do not have evidence to support your claims, I have no other option but to reject this case. I am truly sorry, and I want to emphasize that it's not a matter of trust, but without the necessary evidence, I am unable to take any action.

You have every right not to agree with my decision. An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru