Gamdom Casino - Player relapsed after the casino failed to block his account.

Hello.

I was using GamDom casino for a little while. I was then diagnosed with a gambling addiction and let them know via live chat. I assumed my account had been closed but that was not the case. I had then relapsed and I begun to lose hundreds more.

I now have no money and I really don’t know what to do. I have payments I need to meet and I just cannot meet them. Gamdom didn’t give me any warnings, or options to limit my deposits.

I am gamcare and gamstop registered but they didn’t care about that.

please help me.

Dear millenpereira, 

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

Could you please forward me the account closure request you sent to the casino? My email address is veronika.l@casino.guru.

Please note that this casino operates under a Gaming Curacao license, which means it is not a part of GAMSTOP. GAMSTOP is available only for casinos with a valid UKGC license.

Thank you very much in advance. 

Best regards, 

Veronika

Hello, thank you for looking into this.

unfortunately, I had requested this in a live chat, which I have no transcript of.

however, I still see failure of affordability checks, or an option to limit my deposits to be a reason for complaint.

thanks,

millen.

I'm sorry, but without evidence of requesting self-exclusion, we are unable to continue with the investigation and confront the casino. It's important to always save messages where you request to be self-excluded due to a gambling problem. That is the only way we, as mediators, may help you get a refund for subsequent deposits if the casino fails to exclude you.

The Gamdom Casino's Terms of Service state the following:

5. Responsible Gambling

On request, we will close any account for a minimum period of 6 months during which time it will not be possible for the account to be re-opened for any reason.

You can close your account under our responsible gaming self-exclusion policy at anytime by contacting our Customer Support team by emailing Support@Gamdom.com

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion due to xxx

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Could you please advise if you contacted support via the aforementioned email address? Please forward me the copy of your email to veronika.l@casino.guru. Thank you.

Regarding the deposit limitations, I apologize for any inconvenience, but as a general policy, we do not handle individual complaints specifically related to responsible gambling tools. We understand the importance of reliable features within the casino's offerings, but verifying the proper setup by the player can be a complex process. It is worth noting that these tools are provided as additional measures to complement standard self-exclusion and account closure options. We believe it is more constructive to encourage casinos in their efforts to implement new responsible gambling tools rather than penalize them for any potential issues that may arise during their implementation.

Dear millenpereira,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.