Gamdom Casino - Player's self-excluded account was reopened.

Hi, i signed up with gamdom long time ago and played some live games. After a big loss i requested a forever selfexlusion from the casino which got handled.

Couple of weeks back they opened my account and let me play again. I struggle with severe gambling addicition. They should have never let me open my account back. I demand a refund of my deposits.

Dear Flyfly86,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why?

Thank you in advance for your reply.

Best regards, Petronela

Dear petronela, i have forwarded all the requested evidence regarding this case.

I want to give a complete summarization so all the facts come forward.

I opened an account in gamdom in 2021. After losing alot i requested a permanent ban. Where i clearly state the following:

« close my account forever. I want to forever selfexlude from gamdom. I also state never to play at their site again»

I immidialtly got a reply from samantha from gamdom clearly stating that my account is now banned. They even concluded that i should get gambling help.

With this request i was completely sure i was safe so i would not be able to deposit again. I have done this on all the major casinos. None of them have ever allowed me to play again.

Fast forward to 2023. I request to open my account with the exact same details: my email which is: U**t.p***ar@gmail.com at gamdom. And after confirming that i can play to gamdom in matter of minutes my account was opened. I lost almost a total of 33000 usd.

I tried to solve this matter with gamdom first hand as they clearly breached the rules of selfexlusion.

After numerous emails back and forth we have not resolved the issue. I will also forward all the emails i have had with them back and forth.

The reason we are in this mess is due to gamdom completely ignoring my permanent selfexlusion. I ask casino Guro to look at the way i am selfexluding myself in the copy of my email to gamdom. I am 100% clear in my message. I am also clearly suffering from addiction and loss and ZERO enjoyment from gambling.

I will not make assumptions against them since they are one of the biggest online casinos but they have put forward alot of different conclusion regarding this case. I have since start got the sense that they will say anything to rest this case, respectfully gamdom.

• At first it was due to refund policy. To that my answer was the following: We would have never talked about the refund policy if gamdom took the responsible gaming part seriously and not open a permanentely selfexluded account.
• After that they told me that my account wasnt permanentely banned the first time. In order for me to permantely bann myself i had to request this a second time. To that my answer was the following. None of the information regarding that i had to write this a second time comes forward in the email from samantha back in 2021. Samantha clearly writes that i am banned. I mean i am writing that i selfexlude myself forever from gamdom shouldnt such a crutial information come in the email she sends to me. I mean no player in their right mind would ever think about stating the same banned email twice when support from gamdom already confirms my request.
• They state that i accepted to open my account again with support before playing. To that my answer was the following. As one of the biggest and trusworthy casino, gamdom should have strict rules on selfexlusion to actualy establish a safe environment for their players. Clearly a problem gambler will say yes just to gamble. Thats why a permanent ban is of most importance so that mess like this doesnt happen. What i say or think should never mean anything when i requested to selfexlude forever from the casino and beeing confirmed by the casino themself that infact my account was completely banned.

Gamdom is clearly failing to asses the seriousity in this case. That i closed my account forever. I am clear as a day in my email to them in 2021 and i am clearly showing them that i am suffering. Their support confirms my request and tell me to seek help for gambling issues.

As a last note here gamdom. If you think i am some sort of guy who exploits stuff like this i can tell you first hand that in my 12 years of gambling this is my first official complaint in casino Guro. Never in my life have i ever complained about selfexlusion. I am just a gambling addict who has lost millions in many different casinos which is okey. But it is not okey when the casino has made a huge error in protecting me in regards to responsible gaming. So please get your act togheter and refund my deposits.

Test

Thank you, Flyfly86, for sharing the communication. As per my understanding, in 2021, when you initially requested the account to be blocked, there was no mention of a gambling issue. The casino agreed to block the account, adhering to their policy that it couldn't be reopened before a two-year period from the request date. Subsequently, in 2023, you asked for the account to be reactivated, and the casino complied after your confirmation that the gambling problem no longer exists. Could you please confirm if this is accurate?

hi,

thats not entirely correct. I didnt just simply block my account, i forever selfexluded myself. In exact wording:

"close my account forever. I want to forever selfexlude from gamdom. I also state never to play at their site again"

I specifically tell them to selfexlude me, and in time fram i specifically say two times FOREVER!

The two year bann period was never mention in their email to me. I just got a confirmation that my request was confirmed by support. Later on in 2023 they mention that i had to choose i time, what part of FOREVER was hard for them to understand.

Yes in 2023 i approved opening of my account with support that is true.

I have also tried to get a hold of all of the chat transcripts all the way back to 2021. They keep sending me either only files from 2023 or email files. I just sent them a new email to get a hold of all the chat files i had with them for you to read. Then you will see even more how much bullshit there is in this case.

hiiiii aaaaaall,

if you have selfexluded yourself from gamdom. And stated the timeframe forever, and stated that you will not play at their site ever fu**ing again and their support confirming and approving your request. Thats not good enough you see my dear loser we always find a way to exploite you!

you have to do this a second time. Because you was not very clear the first time. We have to be sure that you where completely honest the first time, even tough we dont tell you anything about this and regardles of us in gamdom confirming your request.

you see how could we know that you meant to selfexlude yourself forever? You only said this twice in your request and you also told us to go f**k our self. You see that not good enough.

You have to be a magician. You also have to clearly say that you suck at gambling and have issues. Its not good enough that you clearly show all the signs of aggression, suffering in your selfexlusion request. Pls tell us the most uncomfortable thing about your self, pls tell us how much you suffer we love to hear that.

and even tough you have done everything right. We will still find and excuse to get your account back up. Pls come back to us in the near future again our door can never be closed.

You know what this is. This is called shady, completely scamming tricks in order to find loopholes to get away with criminal activity. Thats what this is!! They exploite their players and make their policy completely ridicolous.

they should immidiatly remove anything about responsible gaming from their site. This company doesnt care about any of their players. They only care about cash in the bank.

i dont want to use any unnecesary time. If casino Guro cant handle such a clear scam of a case then i will try at a providor who will. You have all the evidence and you know what i have clearly written to gamdom.

and btw they have still not sent me all the chat transcripts from 2021 til this date.

based on what i understand is that gamdom can simply get away from agreements in responsible gambling which they have approved. I selfexluded myself forever and stated to never play at their site again in 2021. They approved and confirmed my request.

Both parties atleast from what i belived had a clear understanding and the account was permanentely closed.

They didnt tell me to be more spesific, choose of length, or add more information. My request was immidiatly approved. They even reccomended me to seek help for gambling addiction, clearly they understood the seriousity of my request.

This agreement was not based on a short term or fixed selfexlusion or a simple account block.

If gamdom would have stick to this agreement why would they ever have the need to open my account again. They exploitet my gambling addiction with having the possibility to open up my account by deliberatly holdning back information in a serious request. It was a simple «tag» they could have put in my customer id «selfexluded forever». You see they didnt do that.

A online casino who take responsible gaming with strict policy would seriously consider to inform the player who request to close their account forever with more information. Are you sure you wish do this? If you confirm your account will be permantely closed? rather they approve my request and then hide behind small written words in order to duck away from the agreement. In plain words they delibarately do this in order to have margin for excuses.

My issue is that both parties had a clear understanding and agreement. By clearly approving my request without having the need to add more information to the case the player would quit easily come to the understanding that the request is approved and the account is permantely closed. As a player i requested my selfexlusion with clear INTENT. And gamdom clearly approved my intent. That should in every universe hold a value!

Btw i have requested the chat logs again today. Still no answer. I believe every player should have the full right to retrieve their chat communication with the casino.

This was the most recent reply from the casino to you:

To answer your concerns, we do take ban requests seriously, and we do not unban permanently banned accounts unless at last 6 months have passed, and the user confirms having no addiction issues and that it is all right for them to gamble / can afford it / can control it now, as a one time exception only, which means that if you request for a second permanent ban, or show clear indications to not unban you in the future even if you ask for it in the first time, then it will never be banned, which is not something you have shown to us when you first requested the ban 2 years and 1 month ago, as it looked like a normal ranting ban.

Your account is now banned permanently due to your recent ban request, and it will therefore never be unbanned ever again in the future.

Your original self-exclusion request:

Your confirmation that you take full responsibility for reopening your account as you already play on all the other sites:

Considering the sequence of events and your affirmation of being at ease with the reinstatement of your account after a two-year period, along with your acceptance of complete responsibility for resuming gambling activities, we will no longer proceed with the investigation of this case.

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.