Gamdom Casino - Player's account has been blocked with a substantial balance.

Recently I signed up to Gamdom and started small, but once they processed my first couple of withdrawals I increased my stakes to play how I usually do. I'm a high roller so I was betting really big. I got a few really nice wins on the casino, and they put my account under review.

After 3 days, they banned my account without warning and they won't tell me what the problem is. All they're telling me is that my case is being looked into and I have to wait.

That's fine if my balance were $100, but it's not. My balance when they banned the account was $950,000. Obviously I'm panicking because I have to control over the situation and nobody on their side is explaining what's happening.

I really need your help.

Dear Hartsonfyre,

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 advise how long were you a player of the casino and when exactly was your account banned? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your balance with the help of casino bonuses? 

Could you please send any correspondence from the casino regarding the issue? 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

Thanks, I have emailed you

The Customer has been found in breach of following terms.

·      Co-operation, collusion or organisation of bets from the same source.

·      Manipulation of software, exploitation of loopholes or other technical forms of abuse or other behaviour which amounts to deliberate cheating.Beside customer is well know between crypto casinos, as mostly blacklisted in most of them basing on breach of same / similar terms in their Terms of Service

Some specifics?? That is completely crazy. I've done absolutely nothing wrong! Cooperation and collusion how?? I played slots. Seriously what is going on here...

How can someone deposit $500k, play slots, and then be told they're colluding?

Manipulation of software? What? If you have a game available that you don't want me to play then TELL ME. I'll play a different game.

Not to mention the fact that all the same games that I've played are still available on other casinos I like to play on.

Can we please get real here. This is absolute nonsense.

I need CasinoGuru and the rest of the community to take a look at this and back me up. If a casino can get away with freezing $1m of my money and then claiming I'm manipulating software, then nobody is safe.

If this doesn't get resolved soon I'm going legal because this is insane.

Thank you very much, Hartsonfyre, for your reply. I will now transfer your complaint to my colleague Adam (adam.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.  

Hello Hartsonfyre,

I have reviewed your case and will do my best to help you.

Dear Gamdom Casino,

Can you please provide supporting evidence regarding the claims made against the player for us to review? Any relevant information can be posted here or sent to my e-mail address, adam.m@casino.guru.

Kind regards,

Adam

Hello Hartsonfyre,

Just to update you, I am in contact with the casino in a discussion outside of this thread and waiting for further information from them. I will post here again once this has been received.

Kind regards,

Adam

Thank you. Is there any mini update you can give me?

Could you pass on to them that I don't want to hurt their reputation if they are fair to me. I understand that they need to look into things, but I don't like how they've kept me completely in the dark.

I would like to reach a resolution to this soon. Is there anything else I can do to speed up the process?

Hello Hartsonfyre,

At the moment, there is nothing we can do without the requested information/proofs from the casino, as we need this to be able to make a clear assessment of the situation.

I appreciate it is frustrating, but they have assured me that this will be provided soon, so we should try to remain patient a little longer.

Kind regards,

Adam

Ok but I don't understand what proof or information they could possibly have. All the games I played are still available on other casinos to play, and I'm guessing they're still on Gamdom too. Are they?

I feel like I'm waiting for them to produce information to incriminate me and I won't be able to defend myself because the whole thing is so untransparent.

I literally have no idea what's happening. One moment I'm super excited about my wins, the next I'm being accused of cheating. Do they understand that when you play slots at big stakes like I did, it's normal to also get big wins??

I honestly strongly advise any highrollers to stay away. If you win, seems like they will accuse you of cheating.

Hello Hartsonfyre,

The casino has stated that they have requested further information from you, can you please provide an update on the situation?

Kind regards,

Adam

Please ask them to send any emails they want again, because I have received nothing

This is ridiculous. I've been waiting for their time to expire all week, and now the timer is back on me even though they haven't sent anything. They've used this as a tactic to stall. I'm losing any tiny shred of respect I had left for Gamdom

They have asked me for source of funds, and proof of address. That's fine to send. But what relevance does it have to the manipulation claims they've made?

They need to release the funds back to me.

Also look, they've left their AskGamblers case unresolved. AND they accused me of manipulating there too without evidence! How is that allowed?

Seriously their safety score needs to be zero

https://www.askgamblers.com/casino-complaints/gamdom-casino-banned-my-account-and-have-not-paid-me

Hello Hartsonfyre,

Thank you for the update. I am still waiting for the casino to provide further insight into the aforementioned breach of terms. Can you please clarify if you have sent the requested documents?

Kind regards,

Adam

Yes I have submitted everything to them

I want to update everyone on things.

They are asking for my source of funds, and proof of address. I have provided both of these.

I am attaching my email correspondence with them here.

Basically they've asked me to find how I got my first ever crypto. That's too long ago, it's not possible. I have been using crypto for ages. I've provided a screenshot of a withdrawal from one of the other casinos I've played at, for an amount that is greater than the deposits I made into Gamdom. So I believe that will be enough.

But CasinoGuru, can you please explain how Gamdom can be allowed to still have those claims about me without justification?? It's unbelievable that they can just say that and not even explain. If they are still waiting for news from the game makers, then THEY DONT HAVE ANY EVIDENCE TO ACCUSE ME OF ANYTHING.

This is very very unfair.

Anyway I hope they will finally pay my money now

hello, to give a quick update also from us to Hartsonfyre -

Initially the the ban was triggered based on 3rd party information based by our fraud team.

We have always the intention to move towards paying out any funds that are outstanding.

Our high limits that we offer in the casino force us to do stricter due diligence & makes us also a bigger target for potential money laundering / fraud attempts.

Our next steps are to verify the legitimacy of the received funds & the disconnection to the alert that we got and establishing enough information for a full whitelist of the account & release the funds to the player.

We will be reaching out also in the next 2 days via a direct contact to verify everything quicker with the player & the founder of Gamdom will get involved in the subject of the case.

Hello all, thank you for your responses.

We will await further information regarding the verification of the funds, please do continue to keep us updated on any further developments.

Kind regards,

Adam

Nothing back from the casino for days despite being told that they would be processing my documents quickly

Dear Gamdom Casino,

Can you please provide an update on the situation? Is there any further progress?

Kind regards,

Adam

Please see all the discussion on the forum thread too. CasinoGuru, can you help me understand why they aren't paying me my winnings? I've shown them where I got the money to make my initial deposits, and all the rest of the deposits were from wins on my account. How is it fair that they have to ask me for more information?

I've suffered so many spam calls recently as well. Not only me, my financée. Obviously I can't know if it's Gamdom or not, but I'm getting text messages referencing my wins, and nobody else has my number that knows about my win. They are denying it, but it seems like too much of a coincidence to me.

I am being so badly treated here.

Hello Hartsonfyre,

Thanks for your response. Regarding your question, I am afraid the situation remains unclear.

I have received the following response from the casino:

"We, at Gamdom, acknowledge how uncomfortable such situations can be, however, certain gaming patterns and amount thresholds trigger the application of Due Diligence measures.

According to the Anti Money Laundering and Anti Financial Crime Regulations, we are obliged to apply enhanced due diligence measures.

In particular, when the customer denies to provide adequate Source of Funds information, we are alerted for suspicious activity and possible fraudulent actions.

Upon receipt and review of proper documentation, we are in the unpleasant position to freeze their account and disable the withdrawal option, as international AML standards indicate."

I have asked the casino to provide more specific information, and I am still waiting to receive this. I understand that this is incredibly frustrating, but unfortunately these situations can take some time to bring to a conclusion. I will do my best to do so as quickly as possible.

Kind regards,

Adam

Dear Hartsonfyre,

I have further discussed the situation with the casino, and they have informed me that they have requested a number of proofs from you regarding source of wealth checks and account ownership, but have not yet received anything adequate from you.

Can I ask you to please clarify which documents have been requested from you, and which documents you have submitted already? It would also help if you could send the same documents to my email, adam.m@casino.guru, for us to review.

I would like to point out that it is not unusual for a casino to request such information in cases like this, especially when larger amounts and cryptocurrencies are involved, so it is recommended to supply as much proof as possible.

Kind regards,

Adam

I am writing this to you as a forewarning that I will be taking this matter further and have screenshots and paperwork to forward on to legal representatives to prove you have not acted in the professional manner as you should. I have also contacted a journalist who is more than interested in my story. I have done nothing wrong as far as I am concerned – you had plenty of time to act before I wanted to withdraw but you did not do so as you were probably hoping that I would lose as most of us gamblers eventually do.

You (Gamdom) originally accused me of - collusion, exploitation of loop holes and deliberate cheating, and said I was blacklisted from other casinos too – based on 3rd party information received by your fraud team.

All of which is a fabrication on your behalf. Does this not constitute a breach of my privacy too? Have you not privacy standards to adhere to?

Speaking of privacy I (and friends/family etc) have been barraged by phone calls and messages which you deny are you but seem unlikely to NOT be. I have all that filed too.

Then I am informed of this - "According to the Anti Money Laundering and Anti Financial Crime Regulations.... we are in the unpleasant position to freeze your account and disable the withdrawal option, as per international AML standards indicate."

You have changed your accusations against me at least three times – this is just the latest.

My account remains open and fully operational EXCEPT for the ability to with draw – so I can continue to play at your casino and play the exact games that you have accused me of cheating on (I just did with your full knowledge and of course I lost some of the balance you owe me)

I googled what you should do as a respectable casino if you actually did suspect me of money laundering and it is not what you have done and the reason you have not acted accordingly is because you are just trying to get out of paying what is legally a legitimate win. They come too far apart and infrequently for me to just lay back and say- sure just take my winnings.

I deposited and played on your casino in good faith. I played expecting (as most people would) to be paid if I won. I was not inspecting this treatment and nor do I deserve it.

If I do not get paid my money soon – I will be forced to take this further and I can sling as much mud at you as you have to me. 

Hello Hartsonfyre,

Thank you for your response. I am still in contact with the casino and a meeting will take place shortly so that I can address all of the accusations made against you and the casino will have a chance to provide supporting evidence to support their decisions regarding this case, as so far we have not received anything that is sufficient.

However, I still need you to send me the same documents that you have sent to the casino for verification so I can be sure I have all the relevant information possible from your side.

I have not received anything from you via e-mail as requested (adam.m@casino.guru), are you able to provide this information to me please?

Kind regards,

Adam

Hello all,

We are now waiting for a response from the casino, so the timer will be adjusted accordingly.

Kind regards,

Adam

Hello all,

This case has been discussed further outside of the thread, and I am now waiting for a reply from the player via email.

Dear Hartsonfyre,

Can you please confirm you have received my last email, and provide a response regarding the proofs mentioned?

Kind regards,

Adam

Dear Hartsonfyre,

Thank you for your email, please see my response and let me know how you wish to proceed.

Kind regards,

Adam

Dear Hartsonfyre,

I have again replied to you via e-mail. Please respond regarding the Binance verification required.

Kind regards,

Adam

Dear Hartsonfyre,

I have not received anything further from you in response to our e-mail conversation, and nothing has been posted here.

In my last e-mail to you, I reiterated that we need you to provide the relevant proof regarding your Binance wallet and related transactions. Without this, there is no way for us to continue assisting you with this case.

I will extend the timer for another 7 days, please respond and let me know if you are going to provide the necessary information.

If we do not hear from you within the specified timeframe, I am afraid we will have no choice but to reject the complaint.

Kind regards,

Adam

Hello, I will reply to you via email. Thank you

Hello Hartsonfyre,

Thank you for your response, I will await your e-mail.

Kind regards,

Adam

Hello Hartsonfyre,

I have received and responded to your e-mail. As mentioned, without the relevant evidence from your side there will be no way for us to assist you any further and we will have no choice but to reject the complaint upon the expiry of the timer.

Kind regards,

Adam

Dear Hartsonfyre,

Unfortunately, there has been no further response from you. As mentioned to you on multiple occasions, there is nothing further that can be achieved without your cooperation, and as you have repeatedly neglected to provide the evidence requested from you, this complaint will now be rejected.

I am sorry that we could not be of more help on this occasion.

Kind regards,

Adam