The player from the United Kingdom expressed disappointment over being denied a longer self-exclusion period from Gamdom after struggling with addiction. Despite having their account permanently removed, they sought clarification on why their request was not recognized and were denied a partial return of their significant losses. The Complaints Team had extended the response time by 7 days for the player to provide further information, but due to a lack of response, the complaint was rejected. Upon reopening the complaint, the player reiterated their concerns about the casino's handling of their self-exclusion request and the subsequent account closure. However, it was concluded that the casino's policies on responsible gambling tools were not mandatory, and as the account had been closed after reporting their gambling problem, further assistance could not be provided. Therefore, the complaint was closed.
Gamdom Casino - Player'sdissatisfied with responsible gambling practices.
Amount: $3,000
Gamdom Casino
Safety Index:Very highUnjustified complaint
REJECTED
Case summary
I've finally managed to self exclude myself from Gamdom after slipping back into a poor state of health and addiction. What I'm a bit disappointed about is when I requested a longer than the week self exclusion with them available with 2 clicks on your account, they rejected my request stating that it was the maximum amount of time available. I convinced myself I could just keep logging back in every week and putting a weeks worth of exclusion on to keep me at bay. Unfortunately not. With a history of addiction and previously 5 years clear, it got the better of me proceeding in spending extreme amounts of money in a small period thats put me in a bad spot.
I'd like to not make a complaint as they have now permenantely removed my account and been somewhat helpful, but reach out and ask why the signs were not read when requesting a longer period of exclusion, that ultimately could of prevented this. I'm banned from every casino in UK (gamstop) and all available to me outside of UK. I requested a partial return of my losses generated by this (I've just put a rough amount but not sure how much I've lost since exclusion request) which was rejected very quickly. I was a bit disappointed in this decision.
It must also be noted that that I was verified with them by a UK drivers licence allowing me to play, deposit and withdraw whilst wagering over 200,000 dollars, with Gamdom actually restricting players from the UK. I just wonder how much more of their licence rules and T&C are being broken. I did question the above but had no response.
Hopefully I can get some much needed answers and find a good middle ground to agree on to sort out the situation.
Thanks
Dear Joejoe5,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:
5. Responsible Gambling
On request, we will close any account for a minimum period of 6 months during which time it will not be possible for the account to be re-opened for any reason.
You can close your account under our responsible gaming self-exclusion policy at anytime by contacting our Customer Support team by emailing Support@Gamdom.com
Upon expiry of the self-exclusion period you may request to re-open a closed account by contacting our Customer Support team.
Do I understand correctly that you tried to self-exclude via an option in your casino account? Did you contact the casino to inform them about your gambling problem and they refused to close your account for longer than two weeks?
Also, do I understand correctly that you currently don't have access to your casino account?
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,
Kristina
Dear Joejoe5,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.
The player can reopen this complaint at any time.
We’ve reopened this complaint at the request of Joejoe5. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Could you give us a brief overview of the current situation?
Hello thank you for reopening the complaint! I was abroad for 2 weeks and just completely missed replying!
OK, so in relation to your questions from previous message:
Gamdom have a feature for self excluding on their page for i think its 24 hrs /3 days /8 days, however this only excludes bets placed and deposits, given you still access to your account. This is usually a nice cool off for when you would get a nice run of luck and gives you the opportunity to use their casino chat rooms.
I requested a longer period of exclusion, so I could continue to chat with friends in the chat rooms which was met with 'we can't exclude you for longer than this time whilst still using the chat' so I just responded that I would just keep topping up my time when it expired to keep me off of betting.
Unfortunately this didn't happen and my addiction took hold over several weeks resulting in heavy deposits way beyond my limits. Like 20x more weekly.
I'm just a bit disappointed it was just left and wasn't questioned why I was requesting a longer amount to protect me more.
The amount I requested for a refund is actually unknown, and had to put something in the box. Im guessing it's more in the region of $5000+ worth of deposit losses since this email. It's hard to tell as I have NO access to my account now.
When I finally managed to get an email stating I'm banned everywhere and have an extreme addiction, they did finally close my account, but literally booted me off and only responded once from an email, basically just saying I have been blocked due to my omissions of addiction and no refund will be given. I was ID verified and nothing was flagged up in regards to my location I live or heavily exceeding deposits required for further 'proof' of income for these deposits.
Regards
Joe
Thank you for your reply, Joejoe5. So, the only issue is that the casino couldn't offer you the special self-exclusion via account, where you could access your account but couldn't play for the desired period. Then you informed the casino about your gambling problem, and your account was closed. Is that correct?
Dear Joejoe5,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello kristina.
That is correct. But failing to meet my original request of a longer exclusion time, meant I slipped into a horrid state with gambling. I believe the signs were there and questions should of been asked as precautionary as it was clear I was gambling way more than my limits.
Previous to this request I also asked for a deposit limit which was also rejected by the casino.
Regards
Joe
Joejoe5, I completely understand your frustration and how unfortunate this situation is. However, we must take into consideration that responsible gambling tools such as the cooling-off period (short-term self-exclusion) are not mandatory yet. Also, casinos have the discretion to choose which tools they offer and all rules that come with them. If the casino informed you that you can take a cool-off period for only a specific number of days, that is their choice, and ultimately, you made an informed decision. I apologize, but we are not in a position to compel casinos to modify their responsible gambling tools or how they operate, nor can we penalize them for not adjusting to your preferences.
If your account was closed upon informing the casino about your gambling problem, we are unable to assist you further.
Nonetheless, 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.
Lastly, 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).
Due to the aforementioned reasons, 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.
