The player from the United Kingdom had experienced issues with Gamdom Casino, due to his use of a VPN to bypass the casino's block, the creation of multiple accounts, and accessing the casino from a restricted country. The Complaints Team had clarified that they could not argue for the casino to refund the player's funds due to his actions. The player had been advised to seek professional help if gambling was becoming a problem. The issue was eventually resolved outside of the complaint process, and the complaint had been marked as 'resolved'.
Gamdom Casino - Player with self-exclusion seeks deposit refund.
Amount: £35,000
Gamdom Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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11 months ago
Dear bazza5257,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamdom Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Could you please explain in detail when you created an account on the casino website and when you made the deposits you wish to be refunded?
- Have you created only one account in the casino?
- When have you informed the casino regarding your gambling problems and what was the casino's response?
- Please share the relevant information such as screenshots in the complaint thread, alternatively, forward the relevant evidence to my email at tomas@casino.guru
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,
Tomas
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 800 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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11 months ago
Dear bazza5257,
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.
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11 months ago
Dear bazza5257
Even if messages are marked as private, the information in posts is always visible to Casino.Guru admins and specific representatives of the casino the complaint is assigned to. They are private towards public only.
- Could you please specify if you filled in your casino profile with any personal information?
- Was the personal information always the same for all accounts and was the information verifiable?
- Was the moment on 19/8/2023 the first time you alerted the casino of your gambling problems?
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10 months ago
I am sorry but the casino's options to block you before you spend the money are limited. If you circumvent the casino's block for the use of a VPN, create multiple accounts, and access the casino from a restricted country fully aware it's forbidden, we can't argue in your favor for the casino to return you any funds. I am sorry we couldn't be of more help. The requirement in casinos that are subject to anti-money laundering legislation is that they require verification from time to time. If you play in such casinos, the KYC procedure is only a matter of time.
Above all, if gambling 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_33=true)
Please let me know if I overlooked any information, otherwise your complaint will be rejected.
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10 months ago
Thanks for your messages.
We don't agree with your allegations, nevertheless, let me give you our response.
If you attempted to circumvent the casino's block unfortunately we can't argue in your favor to request any refund of deposited funds. By using a VPN you circumvented the IP block that is in place to block UK players.
I can see from the screenshot you provided earlier that your account was blocked. Is the account still inaccessible to you?
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8 months ago
Dear bazza5257,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.
Best regards, Jozef
