Gamdom Casino - Player'sdissatisfied with responsible gambling practices.

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?