Gamdom Casino - Player asks for self-exclusion and refund.

Hello, I'd like to describe my situation, as I have a medical diagnosis for a gambling addiction. My issue arises from a while back, when I requested a permanent ban from Gamdom due to my compulsive gambling. The customer service team on chat implemented this ban. However, after a year, during a relapse, I requested the ban to be lifted, confidently stating that I was cured, even though I was aware of my severe gambling problem. Since then, I've carried out many deposits and withdrawals. Around two months ago, in a moment of clarity, I pleaded for help and asked for my IP account to be banned due to my serious issue.

Moreover, I have a correspondence with one of the assistants, who is aware that I have another account banned due to my gambling problem and he even temporarily unlocked it to unlink me from Discord.

As a result of my plea for a ban, nothing happened. They argued that since I was using a VPN, they couldn't ban me. However, they left my account open and took no action.

Considering the circumstances, I'd like to request a refund of the difference between my deposits and withdrawals, as well as a definitive ban of my account and access to this casino.

Dear ncp96,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamdom Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please forward your original request for blocking your account or any subsequent request to block your account in the casino due to your gambling problems?
• My email is tomas@casino.guru

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

All screenshots have already been sent

Thanks for your messages.

Do you have your request to permanently close your account due to gambling issues saved?

Do you have your conversation from the time you requested the ban to be lifted?

Have you informed the casino about your gambling problems one year ago when you requested the block?

I'll await your reply.

Yes, of course there is the screenshot where you can see it, plus it already came from another ban due to game problems

• When did the conversation you sent me take place, please? Do I understand correctly it was recently?
• Please send me your conversation when you asked the casino to reopen your account.
• If you have the original request to close your account from a year ago saved, send it as well.

I didn't find this information in the correspondence you sent me. I apologize for the inconvenience. Thanks in advance for your reply.

I sent him the email with the unban request.

I have also sent the screenshots again where I request a ban due to a problem with the game (it was 10 weeks ago) around the beginning of November and to this day they have not drooled at me about anything at all.

Thanks for your messages.

How it's possible the casino blocked you before but now it's unable to do so, is the use of a VPN the only reason?

Do I understand correctly you don't have the conversation from 1 year ago where you requested a ban for the first time?

Thanks in advance for your reply.

Hello, I have no idea why they didn't block me when I asked, please, even if it wasn't an IP, they should have blocked me. I guess I'm a good deal for them.

Yes, you understood correctly, I don't have the message from a year ago asking to be banned, but with the response they gave me when I was unbanned, I'm sure I'll name my problem with the game, since they ask me about it.

By the way, I've always used VPN, so that can't be the reason. Today I can still access it.

Thank you very much, ncp96, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Okay thank you very much

Dear ncp96,

I am so sorry to hear about your problem with the self-exclusion. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Gamdom Casino representative to join this conversation and participate in resolving this complaint.

Dear Gamdom Casino,

Could you state why the player's account has not yet been banned? The player clearly stated he has a gambling problem.

Thank you in advance for providing the information.

Kind regards,

Stefan

As of today I have not been banned yet, and from what I see the casino is not even going to respond...

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.

Hello ncp96,

I am in contact with the casino representatives outside of the complaint thread and they will need more time to respond. I will extend the timer by seven days.

Your patience is much appreciated.

Hello ncp96,

I am sorry to hear of your experience on Gamdom. Of the 9 times you have contacted support, 8 were related to miscellaneous things on Gamdom such as deposit or withdraw status and delinking of your Twitch account. I have looked very carefully into your case and I only see once instance of an inquiry into a potential ban that you did not return for comments on for action. You had requested for an IP ban to be pushed to your account to prevent the ability to create another account but unfortunately your access to Gamdom is made via VPN use and we cannot ban a VPN IP as that will impact other users who might be flagged to the same VPN IP. During this conversation you were asked to confirm if you wanted just your account blocked and you immediately closed the conversation. You had also stated yourself that you would just open another account if you were banned. Even after this contact on October 29, 2023, you had reached out 4 more times in regards to deposit status with no mention of any RG problems or help. As stated previously, unfortunately, we cannot ban a VPN IP and we cannot take responsibility in this case where a user is utilizing a VPN to bypass either country laws or their own restrictions. I hope this makes sense and I really do wish you the best going forward.Sincerely,

Felix

But in the conversation I asked for a ban that was not carried out, without VPN or with it my account should be banned, which you did not do, obviously a gambling addict wants to play and only when he has a little clarity does he ask to be banned like I did

Dear Gamdom Casino,

First of all, the Player's account should be already closed. It seems like you knew about the Player's addiction, and you haven't immediately closed his account. Could you comment on this?

Does the Player have any positive amount in his casino account?

I'll be awaiting your reply.

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.

Stefan,

The player's account has $0 balance. In regards to knowing about the player's addition, there was no confirmation from the user on an account ban being applied after asking and to top that there is no course of action that can be done as the player himself is utilizing a VPN and has even indicated they will just create another account.

Llevo tiempo intentando dejar de jugar y me es imposible me baneo una cuenta y me creo otra (I've been trying to stop playing for a long time and it's impossible for me to stop playing and I banned an account and created another one.)

The above is the first sign we received on October 29, 2023 as the CS agent tried taking it a different route knowing that the user is capable and apparently has been creating multiple accounts utilizing a VPN to bet when they want to try to seek help. After trying to tackle this with a different method the CS agent asked if they wanted the account to be blocked and was left on read.

Since this conversation with our CS team the user has deposited a total $5,804.80 and has withdrawn $5,310.72 for a total net loss of $408.02.

Due to the deliberate manipulation of creating new accounts and abuse of VPN, we cannot entertain further requests for refunds related to this matter.

For the player himself:

As you have acknowledged a gambling problem, we strongly recommend implementing protective measures to safeguard your well-being. Even with the struggled of constantly creating a new account and VPN use we always preach the following:

Utilize Tools: Take advantage of the various responsible gambling tools and resources available.

Stay Connected: Maintain open communication with friends, family, or support networks regarding your gambling habits. Having a support system in place can provide valuable encouragement and accountability.

If you find yourself in a good state of mind, we highly recommend you incorporating the following:

Set Limits: Establish clear limits on both the time and money you're willing to allocate to gambling activities. Stick to these limits rigorously to prevent overspending or excessive play.

Monitor Your Behavior: Regularly assess your gambling behavior to ensure it remains within healthy boundaries. If you notice any signs of problematic behavior resurfacing, don't hesitate to seek support or reach out to us for assistance.

Take Breaks: Incorporate regular breaks from gambling to prevent burnout and maintain perspective. Engage in alternative activities that bring you joy and fulfillment outside of gambling.

I have included the gyazo link below against the CS ticket in question that the player is challenging.

https://gyazo.com/8c3ebefebdfc71c1437e2c05a2b2850b

Again, I really do hope the best for you going forward.

Sincerely,

Felix

I appreciate that you deigned to ban me, even though the accounts are not like that, if your system was adequate I would not have lost more than 3000 euros. I only ask that if another person implores you for a ban that you not be so rude, since gambling addiction is very annoying.

By the way, you are looking for multi-accounts and you yourself have admitted that a chat with a support person was to unlink Twitch from an account banned for gambling, but hey, I just hope that they still punish you for your attitude towards me

Dear Gamdom Casino,

• Could you state what was the reason that the player requested to block his first account?

• Has the player bypassed the block of the previous account by creating the new accounts?

• Did you reopen an account for a player after he mentioned a gambling problem?

I am looking forward to your response.

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.

Hi Stefan,

Please see my responses to your question below:

• Could you state what was the reason that the player requested to block his first account?

The first mention of the word ban was when the user reached out to us on October 29, 2023 asking "Hola, sería posible un ban de IP?" or "Hello, would an IP ban be possible?" which was a question and not a direct request. The user followed this on with "Llevo tiempo intentando dejar de jugar y me es imposible me baneo una cuenta y me creo otra" or "I've been trying to stop playing for a while and it's impossible. I ban an account and create another one." Which again is just a statement and not a request. Digging further there was never an actual request until a few lines later with him asking "Yes ban all", referring to his use of VPNs, which we cannot ban a VPN IP due to this affecting other users who may be utilizing the same VPN. This is reflected in the same gyazo I shared previously, https://gyazo.com/8c3ebefebdfc71c1437e2c05a2b2850b. Again, the user is utilizing a VPN to bypass restrictions to access Gamdom.

• Has the player bypassed the block of the previous account by creating the new accounts?

The user himself has admitted to creating multiple accounts with the use of VPN. This user has 124 different IPs logged on this one account.

• Did you reopen an account for a player after he mentioned a gambling problem?

Our standard policy when a user reaches out to us with RG issues that is trying to continue playing is to go through a slew of questions confirming with the user if they’re in control of their finances and that they have set boundaries to their limits and understand gambling should be used for fun. Typically we recommend a 6 month break and do a similar evaluation when the user reaches back out. In severe cases we extend to a year and beyond. We only ever open an account after confirming the above with the user.

Should there be any further rebuttal please let me know and I will respond as soon as possible. Thank you.

Kind Regards,

Felix

But I closed this account before October 23, alleging problems with the game, since I was asked if I had improved when I requested to reopen it, you have no information about that or you prefer to omit it

Dear Gamdom Casino,

I will ask the question one more time:

• In this case, did you reopen an account for a player after he mentioned a gambling problem?

I'll be awaiting your reply.

Can you hide my private information like my email please? Also, thank you for acknowledging that I requested a self-ban due to problems with the game previously, even though you have not facilitated the conversation where I requested the first ban, only the unban.

Dear Gmdom Casino,

Could you also provide us with the conversation from February 2022 where the player asked for a self-exclusion? What was the reason for self-exclusion? Thank you very much in advance for providing the information.

I'll be awaiting your reply.

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.

Hello ncp96,

I have contacted the casino representative outside of the complaint thread to respond to the complaint as soon as possible. I will extend the timer by additional seven days.

Your patience is much appreciated.

Stefan,

I apologize for the late reply. Please see the attached as an extract from our old email provider. The first being the user reaching out for a permanent ban (after requesting a ban and unban in the past) with the CS agent confirming they really want this action to be done. The permanent ban was executed as requested. This was the previously mentioned Feb 5, 2022 contact for a permanent ban initiated by the player. The second and third attachment is an email on Feb 19, 2022 asking for that permanent ban to be removed in which our CS agent rejected the request due to such a low amount of time passing since the permanent ban request.

I believe all the evidence and intentions of this thread is clear and explained as necessary from Gamdom's end. Please let me know if there is any further information needed. Thank you!

Felix

Please put the messages in private. Oh my goodness after reading the first email and you still unbanned...

Dear Gamdom Casino,

Thank you for the provided explanation. I would like to mention that self-exclusion due to a gambling problem is a very serious issue, because the player often loses control over his actions and is not thinking rationally. Informing the casino about a potential gambling problem is an important part of the self-exclusion process and we at Casino.Guru believe that if a player has a gambling problem and informs the casino about it, his account should be permanently closed without the possibility of opening (except for certain situations like when long enough self-exclusion period has already passed - we are talking about years) and also a relevant reopening process, which includes a sufficient cool off period (not a day but at least a week, ideally two) and also communication with the player during this cool-off period for verifying if the request was made in sound mind and wasn't just a temporary failure.

In this case, if the player's account was opened after a few months and all he had to do was to write an e-mail and wait for 24 hours, we do not consider this whole process and also the responsible gambling policy sufficient enough and we recommend improving the whole process.

I would like to ask you if we understood the situation correctly or if there are any other information as to why was the player with a gambling problem allowed to reopen his account and play so easily.

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.