Gamdom Casino - Player requests dispute regarding negative balance after account issues.

First off I started gambling on this website when I was only at the age of 17 years old from an illegal location based in the netherlands. However this location restriction was easy to bypass as I sometimes was in germany and also by using a VPN. The website hadn’t asked for any verification of any kind so I started off gambling low and it grew worse and worse until it became a full blown addiction completely destroying my social and study life.

I even began to steal money to have funds to deposit and at 18 got credit cards to fund my gambling activity. I used to buy giftcards and or deposit trough paydo, which shouldn’t have been allowed to happen in the first place as my paydo account was verified using a dutch ID card.

I also tried verifying my account with a DUTCH ID card on their website which they simply never responded to so they knew already I was based in the netherlands and shouldve locked my account as soon as I tried that.

Anyways later I started depositing using crypto to the point I spent every single penny I could get my hands on. It even got so out of hand that I deposited so much that I even got invited to their VIP program because I deposited so much. They started handing me out deposit bonusses and I would spend more and more of my college fund and allowance to get these deposit bonusses. Eventually I even asked for free bonusses because i got desperate and asked if i could get a free bonus because my salary would only come next week. At the end when I lost again I asked for one last time free spins because I literally said to them in an email i wont be depositing anymore because gamdom has destroyed my life. There wasn’t any attempt to block my account and I only was asked to gamble with money that i can afford to lose and asked if I wanted to take a break.

Its horrifyingly stupid to ask a teen who lost everything and is begging for free spins because he lost every single dollar and admits that depositing has destroyed his life, if he wants to take a break. Of course a teen with a crippling gambling addiction won’t want to take a break. I responded with no its fine can i just get free spins as a thank you for all the deposits, because i was scared if i took a break they wouldnt give me my free spins.

they completely thereafter disregarded the part where I mentioned depositing there had destroyed my life and just replied with we don’t have any bonusses at this time.

The absolute stupidest part is when this email I sent about the deposits that are destroying my life to the gamdom VIP team at 20-02-2024 february, I asked on february 24-02-2024 for an immediate increase of my betting limits asap and of course he replied with we have requested a higher betting limit for you. How can they do such thing when I tell them 4 days ago depositing has destroyed my life and 4 days after they immediatly help me increasing my bet limit?

Also around this time the vip team from the casino sent an email out to me asking me where I was based in and I replied with Netherlands/Germany. Here they immediatly shouldve start asking questions because gamdom doesnt accept players to gamble on gamdom however they never responded to the email most likely ignoring it because theyre making good money of me. After this I kept on betting and betting on it getting extremely frustrated every time I lost. On march 30th I got so desperate and asked for free spins because I lost everything again. They ofcourse said they didnt have any for me at the time to which I replied angry =

"Yes of course, im not eligible for any free spins after depositing 40k in total but hey! It was expected from gamdom! I am not going to ask again, remove me from the gamdom VIP because the experience is really shit and dissapointing and I don't want to have anything to do with gamdom. I already made my move to CSGOempire and im not thinking ill be coming back to this website for its bad free bonusses"

I asked for an immediaty removal of the gamdom VIP and they didn’t of course replying with non sense. I only threatened with going to another casino because I got so desperate for money that I thought threatening with leaving to another casino would make them give me free spins but they didn’t fall for it, and thus didn’t remove me from the VIP group, even tho I asked multiple times for it.

in the end I kept depositing and destroying my life, and school by dropping out and social aspects because of stealing from my own family to continue gambling, and gamdom never asked about the deposits on how I even got so much money or took any actions even when I mentioned my life is getting destroyed, while also knowing full well I was based in the netherlands as I told them through email which they also didnt act upon even tho dutch players arent allowed on gamdom according to their own terms and conditions.

I want to dispute the negative balance of withdrawals - deposits and if not possible come to atleast a amount to which we can both agree

Dear atefie14,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Have you ever requested self-exclusion from the casino? If so, could you please send me the account closure requests you submitted to the casino? My email address is dominika.l@casino.guru.

Additionally, have you made any successful withdrawals from the casino?

Could you also confirm whether you have completed the KYC verification?

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,

Dominika

Hi,

No self exclusion wasn’t directly asked but I’ve clearly said this is the last time im depositing because its destroying my life and then 4 days after I immediatly requested a higher betting limit which they gave me which I see as negligence And I was also desperately asking for free spins every week.

as to withdrawals ive made up to 30k+ in withdrawals which didn’t matter in the end because the next day it would end up at gamdom anyways back again any winnings I made

and about the KYC when I was new on the site I won a small amount of money and I got scared the withdrawal may get rejected because of KYC so I tried level 2 KYC for which you have to provide a dutch ID card which I did, I simply just never heard anything of it anymore and they let me withdraw the money.

Dear atefie14, thank you for your reply. Unfortunately, without any evidence that you specifically requested self-exclusion from the casino due to gambling addiction, we are unable to proceed with the investigation or involve the casino representatives in resolving this complaint. Please understand that before we reach out to the casino, we require proof from the player that they have informed the casino about their gambling problem and that the casino failed to act by allowing further deposits and gameplay.

Would you like to request self-exclusion from the casino? If so, may I be of assistance?

"we require proof from the player that they have informed the casino about their gambling problem and that the casino failed to act by allowing further deposits and gameplay"

I did inform the casino of my gambling problem stating clearly in an email if I can have spins one more time for free as I wont be depositing anytime soon because it is destroying my life. In my eyes the casino failed to act in this case by not immediately closing my account or limiting the deposits or playing limits. They even raised my limits 4 days after I told them depositing on their casino was destroying my life not questioning if that was smart to do as I told them 4 days earlier playing on their website was destroying my life.

if however you don’t see that as informing the casino about gambling problems, then I also don’t know what to do.

Dear atefie14,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly 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

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 material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.