Gamdom Casino - Player is experiencing an undefined problem.

Dear StonedTwat,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate?

Do I understand correctly that all your winnings have been cancelled?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Nick

That’s right, yeah.

https://imgur.com/gallery/I3ndTnu

conversation with me and host Wayne. Repeatedly just says they’ll look into this. Then came back and refused to reimburse my deposits due to their website failing me.

Lil devil - 14,000+++ X

https://imgur.com/gallery/FN3wARl

https://imgur.com/gallery/mAsIMXv

Now edited "max win" potential.

deposits;

https://imgur.com/gallery/CTKVoSG

of course if need anything else just let me know.

They claim their "hot wallets" were done on the day I signed up, yet the day I went to withdraw was throughout the day at various occasions.

they only have certain amounts available and make it lengthy time to "refill accounts" to which I lost all my money.

2.9 BTC.

Dear StonedTwat,

To be honest, the conversation with the VIP manager made kind of no sense, he was just going in circles and gave explanation to basically nothing.

Did someone from the casino explain to you why was the winnings reduced or talked with you about your refund status?

I still do not see why would they compensate $2000 only. Also when was the last time you talk to them?

thanks Nick, for getting back to me.

I’m sure you’ve noticed I picked the "VIP host" up on that too, I said he was repeating himself without actually giving any useful information.

Gamdom makes it near on impossible to talk to anyone; unless you reach a certain wagered amount. Then you get a notification with details on how to talk to their "talk to us" help service online email just had a message saying we’ve noticed your recent gameplay and you’re eligible for a VIP host. (Which is how I had that original conversation)

The VIP host is in fact employed by Gamdom to help "VIP members" only, there doesn’t seem to be any help available to any other players other than the chat section which is just general chat but anything negative gets your account timed out so it’s hard to get any messages across.

the $2000 wasn’t so much the compensation it was balance to play with while they investigated my account. But I immediately went to withdraw it , and was made even angrier with the fact that now my withdraw request was happily sat as "queued". But yeah the $2000 as he put it, was to show that they are "fair", do look after players and that I could "withdraw whenever I wanted" I also asked him about the "15% rakeback with all new accounts and why I was only given $2000 in bonuses and not $24,000 that 15% would have been of my deposits - total deposited $160,000 at time of play in form of 2.95 BitCoin … also, again just to add. this was after he falsely claimed to have given me $5000 in bonuses in our conversation .

(I can again, attach screenshots of every bonus taken on site. In form of rakeback, bonuses, and cash added thanks to their own on site tools that show me everything I’ve claimed and how it was claimed)

but as I mentioned in original message, and multiple times through out the discord conversation my withdraw requests didn’t go through, didn’t set to "queued" nor "pending" so he acknowledged it as a "site bug", but offered no refund. But.. the $2000 he attached to the account immediately sent to my "queued" payments. Wasn’t confirmed instantly, but say on my transactions as a "queued for withdraw" and was eventually payed out. Further proving my point that the website has withdrawal bugs, OR that Gamdom purposefully withhold withdrawal requests.

still had no explanation to anything.

Even after I offered to accept a "refund" with a fixed wager requirement attached too, due to wanting to see if the site was indeed "fair" and looked after it’s customers.

have tried contacting Gamdom through multiple platforms (email, Twitter, Trust Pilot and have been ignored or further lied too)

Ignored my emails/ refund requests that I have sent. With multiple issues - none of them being "unfairness of slots" nor "RTP not acting right",

all complaints are directly due to unusual behaviour i experienced on the web site, and them clearly stating and agreeing "this isn’t a true representation of our website and we realise this doesn’t look good but here at Gamdom we are probably fair and pay out instantly in your chosen crypto… "

false claim. Valid reason to request refund of deposits.

I was told streamers had emptied the bank roll. I wasn’t told why any withdraw request made by myself was immediately reverted back to playing balance, and NOT set to queued NOR pending as per expected. No explanations.

thanks again.

List of all "rewards" / "rakeback" no $5000 as claimed in their chats

Just to clarify I am seeking a refund on my deposits in value of BTC. 2.95 BTC the value of which at time of gambling totalled to over $160,000. Value today, less than $120,000. They’ll profit over $40,000 since they clearly don’t hold BTC in reserves as the vip host confirmed their balance "was emptied".

Still waiting for a reply from Gamdom let alone a resolution. But just to further clarify - I made these complaints due to hearing about your website on BitCoinTalk hence the age. The problem is still ongoing and I’ve been offered nothing in terms of a fair settlement for their site behaviour.

Also to add;

Gamdom has Failed to perform the required KYC, CDD and AML checks. Required by Law and License. I was able to sign up to Gamdom, deposit multiple times in the sums of $10,000-$25,000 per transaction, and wagered in excess of a million dollars in a single 24 hour period without any legal identity verification checks being carried out. I have made Gamdom aware of this in the prior disputes and they are well aware of players falling pray to their lack of standard due diligence.

Further to this; I’ve never once hidden a crypto deposit through any tumbling services and always deposit by accounts owned by me, here in the UK. Which if Gamdom had done appropriate checks I wouldn’t be down 2.9BTC.

Gamdom shows a complete disregard for the protection of its users by allowing their withdrawal wallets to be completely EMPTIED, and whilst trying to withdraw no withdrawal requests will clear, que or awaiting approval. Just reverts back to play balance which is a predatory move from any Casino.

It is clear that Gamdom are completely ignoring their responsibilities, and being 100% negligent to the fact that children are able to sign up and play on this website due to not doing appropriate checks.

None of these deposits set of a KYC due to AML requests.

This on top of all previous mentioned issues leaves me with no choice but to demand a refund and be left in the financial situation I was in before finding the faults on site.

Total of deposits / minus / withdrawal to the total of 2.9 BTC.

No site protection, allowing kids to sign up and become addicted due to no KYC even with multiple very high deposits in a short amount of time.

Game payouts manipulated and altered.

Gamdom allow their withdrawal wallet to apparently "empty". Throughout this time; withdrawal isn’t available since you see a warning that states "BTC BALANCE LOW, SYSTEM NOTIFIED" and your funds revert back to play balance and not queued , or set to pending for withdrawal. This was noted as a bug from my vip host and then ultimately ignored as a serious issue,

Casinos need to be fair to players. If players can’t withdraw due to empty wallets; they shouldn’t accept deposits since ultimately they can’t pay out and their website design reverts withdrawal requests back to game play money leaving players questioning authenticity.

Dear StonedTwat,

I'm not entirely sure if the casino is responsible to do the KYC check even if you deposit such a high amount as you did it in a very short time. However, it seem still strange that they've reduced your winning from the spin. Currently we have information only from your side and we will require more evidence from casino as well.

I will now forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, StonedTwat,

I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Gamdom Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Gamdom Casino Team,

Could you please clarify the player's situation and explain it in more detail from your point of view? What is the maximum limit for a withdrawal transaction made via BTC and how many can be at one time? Is the casino able to refund the player with any of his deposits?

Thank you in advance for providing the information.

Dear StonedTwat,

I receive this information from the casino:

• The casino is currently no longer monitoring the Casino Guru website
• The casino was allegedly in touch with you and gave you the answers regarding your refund request
• They cannot discuss the issue with us, but they are able to discuss it with the account holder
• Should you have any questions, you can contact the casino at support@gamdom.com or 24/7 live chat

I am sorry, but we are not able to force the casino to cooperate with us in resolving complaints.

Is there any progress with your issue, please? Are you in contact with the casino's customer support?

Currently, I am even not really sure what this case is about.

If I understand the situation correctly, you sent us a conversation from December 2021 (in April 2022) about a problem with BTC withdrawal. Then you were credited with some free money as compensation, but allegedly not enough. You were informed about the withdrawal situation/issue, but you continued playing and lost some funds. Now I see on the last screenshot that your balance is $0, and you request a refund. On what basis?

Can you please describe to me the whole situation by some main points?

Not sure what case is about ? There’s plenty of information above ?

1. I signed up to Gamdom;
2. Deposited $160,000
3. Won $223,000
4. Was refused pay out whilst checks went on, was told please leave them 24 hours.
5. came back after 24 hour to withdraw; balances were restricted.
6. talking to host he said more checks needed doing as fresh account
7. game win potential lowered, and win confiscated due to undisclosed issue and now they’ve capped the game?

Gamdom are crooks ; yet hold a perfect score on here ?

The balance shows "$0.00" as that’s the Tether balance. I gambled with BTC and the BTC balance isn’t shown.

The casino was in touch with me, (again mentioned above…) until they blocked me on every possible contact after talking to Ayezee on Twitter and him using the words "why are you playing at Gamdom their rewards are rubbish and they don’t pay out big wins" I shared this publically on Twitter and Gamdom blocked me and refused to help further.

"Credited" with free money by casino but not enough? The casino stole $221,000 and allowed me to gamble $2000 while they investigated??

I won a 14,000 x win.

Attempted withdrawal. Couldn’t withdraw.

I was told they’re looking into this.

never got payout. Never got told why.

they then cap their game due to not being able to afford the pay out?

shouldnt you be able to withdraw wins if they’re accepted deposits ?

I’m going to Malta. Thank you casino guru for trying.

Felix you thieving dirt bag , the game has changed. We’re now playing hide and seek.

Dear StonedTwat,

Unfortunately, since we have not received any relevant reply and/or data from the casino regarding your issue except the information that they are not able to help us, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to resolve your issue or speed up the process - I recommend you consult the gaming authority the casino is regulated by (Gaming Curacao) and submit a complaint directly to the authority.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Could you help with the email to Curaçao? Have you ever had a reply from them?

I tried, and failed to get any replies from them too.

Here it is - info@gaming-curacao.com. There is not any other email for this authority, or we do not know about it. Yes, they reply. Please note it is a rather passive regulator and it may take a few weeks until they reply.

In case you will have any news from the regulator, feel free to let me know about it at branislav.b@casino.guru.

Greetings all,

Based on the information received from the casino representative, we decided to reopen the case.

Dear Gamdom Casino Team,

Could you please clarify the player's situation and explain it in more detail?

Thank you in advance for providing the information.

Hello StonedTwat,

On behalf of Gamdom I am sorry for the bad experience that you had during your time with us. I want to first state that it is important for you to know that we only keep a certain amount in our hot wallet to minimize our losses should any type of bug or abuse be discovered. Secondly, there are only a few people that have access to our crypto wallets and this is not a 24/7 refill operation, although this is something we’re looking into. We must keep caution ourselves on who has full access to company funds due to the large volume we handle.

When the balance of our wallet reaches a certain threshold, the admin team is notified to refill. In this case where you queued a large sum of money and it was instantly returned, an expedited ping is sent to our administration team notifying them that a player has attempted to withdraw "x" amount and our hot wallet’s balance did not cover it. This comes into play again where unfortunately our hot wallet was emptied beforehand and we did not have time to refill the balance before your withdraw was queued. It is also unfortunate that you continued to gamble after your balance was returned which is out of our control. In these circumstances we always recommend to players who reach out to utilize the self-exclusion feature or to request a temporary ban until our wallet is refilled to avoid potential loss of funds via continued gambling. For this we cannot offer any refund. Our team works as fast as possible in refilling out hot wallets when notified. Again, the team that has access to company funds is not on a 24/7 clock which we are working on accomplishing in the future.

In regards to claims about changing RTP, I can assure you that we never alter any RTP for any slot that we offer on Gamdom. Big Time Gaming can easily confirm that we do not even use their low RTP versions and I can reach out for that correspondence should it be requested. I looked into your account history and could not find a single bet made for slot Lil’ Devil. I’m not sure where that screenshot came from but that does not reflect what we have in our database. We also have the highest balance ever recorded in your wallet at $44963.82 which was triggered by a Starlight Princess bet of $8,000 returning a win of $41107.99. If needed I can provide an excel spreadsheet listing all transactions recorded against your account.

If there is any further information or clarification required please let me know.

Best Regards,

Felix

Thank you for your reply and the explanation, Gamdom Casino Team.

Dear StonedTwat,

Are you please sure you submitted this complaint with the correct casino account details (account ID and email)? Can you confirm the information provided regarding your account balance and betting history?

Earlier, we closed the complaint as unresolved, and you should have submitted a complaint to the regulator (Gaming Curacao). Did you do it, please? If yes, what information did you receive from them? If not - why?

Since you receive a notification of reopening the case, and some time already passed since the casino provided us with its reply, I am setting the timer for a shorter period.

Looking forward to hearing from you.

Dear StonedTwat,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Felix and Gamgom Casino, for your help and cooperation.

Best regards,

Branislav, Casino.Guru