Gomblingo Casino - Player demands account closure and refund.

Hello I contacted gomblingo as early as june 9th this year explaining I had gambling Problems and I want my account closed. Nothing happened but I deposited over 1.000 Euros more and lost them.

I tried again to get my account closed but they do not react.

I want my account closed and my money back they are operating way below any security Standard a "licensed" casino should have.

I therefore demand my account closed and a erfunden of 1.000 Euros.

I believe the way they treat my issue aswell as many other issues obviously is very very problematic.

The way they make it impossible to get blocked and their argumentation methods where they blame it on the victim is deeply unethical.

I forwarded proof of All 3 Mails I sent to Gomblingo to casino guru as attachments.

Dear Anonymized689,

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.

• Have you received any response to the email you sent on October 3rd to the self-exclusion email address?
• Is it possible to request self-exclusion through your casino account?
• Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

Thank you very much in advance. 

Best regards, 

Dominika

Hallo,

Ich habe keine Antwort erhalten. Es ist nicht möglich das Konto Online direkt zu schließen.

Ich werde Ihnen alle 3 Anfragen weiterleiten.

Thank you very much, Anonymized689, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Anonymized689,

I’m Kubo, and I will be handling your complaint moving forward. I sincerely apologize for the challenges you’ve encountered, and I am committed to working towards a satisfactory resolution with the casino.

If there have been any updates or developments in your case, please feel free to share them. I noticed from the screenshots you provided that you were initially sending your requests to the incorrect email address (support@gomblingo.com). However, on October 3, you successfully contacted the casino using the correct email (customercare@gomblingo.com). Did you receive this address from casino support after your initial requests, or did you locate it in the Terms & Conditions?

I would also like to invite representatives from Gomblingo Casino to join our discussion, as their insights could be beneficial in resolving this matter.

Dear Gomblingo Casino,

Could you please clarify why the player’s request to close their account has been overlooked? Are there any updates regarding this case?

Thank you for your attention.

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The following has been replied by Realspin Casino (Another unanswered request) which is also indirectly run by New Era when account closing due to gambling Problems has been requested. This Shows clearly that the entire group is Dishonest, not just gomblingo.

"Thank you for contacting us with your closure request!

It is regrettable to hear about your decision, but we will do our best to help!

We invite you to try out the live casino section, where you will find games that guarantee you the best possible experience with a real croupier.

Every day, our team takes the responsibility of uploading new games and improving the old ones. We offer a wide range of games for our customers to try out and where they can find various game features such as free spins, scatters, etc. Have you already visited our JackPot section? There you can choose a game and play for the top prize.

We will be awaiting your reply, in order to proceed according to your wishes. Hopefully, this helps with deciding if you wish to stay with us.

If there is anything else that we can assist you with – we remain at your disposal 24/7!

Best regards,..."

I will forward the original Email to you if you are Interested.

Dear Anonymized689,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Kubo

Hello Everyone,

We have reopened this complaint at the request of Gomblingo Casino. However, since the player has since requested the closure of their Casino Guru account, their information has been anonymized, leaving us without direct contact. As a result, we have no choice but to reject this case immediately upon reopening.

Nonetheless, since the casino requested the reopening, I would like to ask them for additional information regarding the issue and the steps they took to resolve the player's case.

Thank you.

Dear Kubo, 

We are currently in communication with the Player directly in order to properly resolve the complaint. 

Kind Regards,

Gomblingo Casino

Hello Everyone,

I’d like to provide a final update on this thread. After communicating with Gomblingo Casino representatives through an external channel, the casino has confirmed that the player's account has been permanently excluded and will remain closed. Throughout this process, the casino has been fully cooperative, demonstrated a commitment to responsible gambling practices, acknowledged the oversight in handling the player’s self-exclusion, and has already processed a refund for deposits made during the period when the account should have been closed.

As the player has chosen to close their account with Casino Guru, they are unable to provide direct confirmation, so I must proceed with rejecting this complaint.

Thank you for your attention.

Best Regards,

Kubo