Gamdom Casino - Player's deposit bonus was not honored.

I was offered a 50% deposit bonus by Gamdom as a VIP. As per the email that detailed the offer, I deposited and replied to the email to let them know I had done it before wagering. 4 hours later Gamdom finally replied and said they cannot add the 50% bonus because I had already wagered the deposit. The terms and conditions on the email were as follows:

1. This offer expires at 23:59 CET on March 10th, 2024.

2. The value of the deposit must be in USD to qualify.

3. The minimum deposit to qualify for this bonus is $100.

4. The maximum bonus that can be claimed is $2,000 and will be calculated on the player's chosen deposit only during the promotional period.

5. The wagering is 1x the bonus and deposit amount.

6. This offer is only available once per player.

7. Players must contact _{VIP@gamdom.com} before any deposit is wagered in order to claim this bonus.

8. Bonuses are for the purpose of playing and any winnings can only be withdrawn after meeting the wager requirement listed above.

9. A withdrawal can only be requested once the 1 x wagering condition has been met. If a withdrawal is initiated before the conditions are met, the bonus along with any winnings will be forfeited and removed.

10. To ensure you do not waste any bets towards your wager requirement, please reply to the e-mail after completing your deposit so that your bets are not missed in completing your wager requirement.

11. Full general terms and conditions apply.

At no point in those T&Cs does it state that you cannot wager before the bonus is added, it only says you have to contact them, which I did, hours before I started wagering. I have attached the full email chain to this complaint which details the timeline, shows the terms and conditions etc.

They are refusing to honour the bonus, they will not allow me to speak to anyone with more authority within the company, and they refuse to admit that I am right in my point.

Dear craigsmith92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, this is how the vast majority of deposit bonuses work. If you've lost the deposit that was supposed to activate the bonus, we are not able to help. No casino would credit you the match deposit bonus if the deposit has been played as usually it ich technically impossible, and we are not in a position to force casinos to make exceptions in such cases.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina,

Thank you for the speedy response. It's not a standard method of adding a deposit bonus, which is usually automatic with a code you enter before depositing. They add it manually, so it isn't technically impossible. I didn't breach any of the terms and conditions stated in the bonus offer email, so I should be owed the deposit bonus.

Thank you for your reply, craigsmith92. While I understand your point of view, I must emphasize that one of the bonus terms says that you cannot start playing with the deposit before the bonus is credited:

7. Players must contact VIP@gamdom.com before any deposit is wagered in order to claim this bonus.

By playing with the deposit you lost the right to claim the bonus. I apologize, but under these circumstances, there isn't much we can do.

Due to the aforementioned reasons, this complaint will now be rejected. 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.