Gamdom Casino - Player's questioning the responsible gambling practices.

Had an account at gamdon and closed it due to gambling addiction. (I don't have the conversation) But my account is closed.

I was able to open a new account and deposit 11900 within the space if 5 days. Deposit after deposit. I lost control. All this was allowed to happen without them even knowing my name l. The only details they had was my email address that I used to sign up.

I'm wondering if they should be following any kyc procedure or asking for identification. Even after my deposit habits should of flagged something up.

This would of prevented me from opening a second account and spending so much money. They are taking advantage of vulnerable gamblers. I only stopped because I had no funds left.

I believe if the procedures was in place it would of protected me.

Dear Woolysheep,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Since the casino offers quick registration without providing any personal details and verification isn't required at the point of registration, your email address was the only personal detail that could indicate you already had another account. Of course, we would like to see every casino not allow players to open new accounts when they have previously closed their accounts due to gambling problems, but many casinos usually engage in a verification check prior to a withdrawal, so it is only then that they check all relevant information and find out about any restrictions for a certain player.

• Could you please clarify if you used the same email address to create another account?
• Have you already informed the casino about this situation? Do you currently have access to the second account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No I created a new email address. The account is now closed.

Iv been back and forth with them but they just say there is nothing they can do and repeat themselves. Yeah the registration is just a email address. I managed to withdraw a few times, that soon went back in. No request for documents still. I get its my fault, I just thought they would have verification in place to prevent this.

I don't expect a good outcome from this from what you have said

Thank you for your reply, Woolysheep. I am afraid that we are not able to assist in this matter. Although we believe that once a player indicates a gambling problem, the casino team should take appropriate steps (restrict the user accounts and do an assessment with the player, etc.) or close the player's account as soon as possible, we must also take into consideration that you created all accounts using different email addresses.

I can agree with you that the casino could have set its responsible gaming and self-exclusion measures more strictly, but this is not an industry standard and there are no self-exclusion or responsible gambling tools rules applied universally to all online casinos.

Since your latest account was closed, there is not much that can be done regarding the funds you have deposited and lost in the casino.

I can only recommend that you contact the licensing authority as they have better tools and options to help players and they are able to investigate such cases more thoroughly.

Furthermore, I strongly advise that you seek Professional Help with Gambling Addiction. You can find Gambling Help Centers for your location here and another recommendation is to use Apps and tools to block access to gambling at a global level that you can find here.

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.