The player from the US had complained that his account had been closed without explanation and his remaining funds had not been disbursed. The player had stated that he was not allowed to verify his account and his winnings were mostly non-bonus. The Complaints Team had attempted to investigate the issue by asking the player for more information and had planned to contact the casino. However, due to a lack of response from the player, the Complaints Team had been unable to proceed with the investigation and had to reject the complaint. The case could be reopened if the player decided to resume communication.
Gamdom Casino - Unexpected casino account closure and withheld funds.
Amount: $1
Gamdom Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Closed my account without claiming any rules violations, without me asking them to, and without me agreeing to it. Did not disburse my remaining money to me.
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9 months ago
Dear carcrasher43,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- Were your winnings accumulated with or without an active bonus, please?
- How much was your active balance at the time of the account closure?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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9 months ago
It has been a few weeks since I registered. They would not allow me to verify, and when I asked them why, they only responded saying that I was not required to at the moment anyway. This did not sit well with me. I have mostly just been playing non-live games. slots, bj, etc. My winnings were mostly non-bonus. At the time of account closure, I only had a couple dollars worth of money, but it is my money nonetheless.
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9 months ago
Hi carcrasher43,
We will contact the casino and ask for their assistance, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Thank you.
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9 months ago
Dear carcrasher43,
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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8 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
