The player from Germany had requested account closure from Gomblingo Casino since August 13, 2024, but the casino had not processed the request despite multiple attempts through email and live chat. She had expressed concern about potential addiction and felt the casino had failed to respond adequately to her closure requests. The Complaints Team had extended the inquiry period to gather more information, but ultimately, the player did not respond to requests for clarification. As a result, the complaint was rejected due to a lack of communication from the player.
Gomblingo Casino - Player’s account closure request is delayed.
Amount: €1,000
Gomblingo Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 days ago
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1 month ago
Translation
Hello, I asked Gomblingo Casino to close my account on August 13, 2024 and to this day, despite multiple requests, they still have not done so.
I suspect that I may be at risk of addiction and this casino took advantage of that.
I lost a lot of money because of this.
Since August 13, 2024, I have asked them several times via email and live chat almost every day to close the account.
I only ever got answers in the live chat such as "You cannot guarantee that the email arrived" or "I was given 3 different email addresses". I have sent emails to: support@gomblingo.com , customercare@gomblingo.com , customerassist@gomblingo.com
I ask for your help.
With kind regards
Marie-Christin K****
Edited by a Casino Guru admin
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1 month ago
Hello Goodie89,
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 what reason you have given when requesting to block your account?
Please, let me explain you what the difference between closing the account and self-exclusion is:
Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.
Closing an account is simple and has almost no impact - the player can reopen account anytime, and casino has no obligation to the player.
On the other hand, self-exclusion does. If a player successfully makes a self-exclusion, the casino agrees not to open this account or if yes only under particular circumstances (after cooling off period and this cannot be done for players who are addicted/with gambling problem).
In the case of self-exclusion, if casino failed in this, player may ask for a refund.
Thank you very much in advance for your reply.
Best regards,
Nick
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1 month ago
Translation
Hello, I gave the reason that I am not winning anything and am only making losses.
On top of that, I didn't get the free spins that were promised to me.
On August 13th I requested the account closure and after a long wait I received no response.
On September 10th, I finally sent an email and requested self-exclusion.
I still have access to my player account to this day.
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1 month ago
Hello Goodie89,
Self-exclusion is primarily designed to prevent gambling addiction. If you did not mention this in your request, the casino is not obligated to close your account, and you are free to continue playing. If you are not experiencing any issues, I would recommend considering whether you wish to continue playing there.
However, if you are facing difficulties, please ensure that you formally request self-exclusion and clearly state your concerns.
Please keep us updated on the outcome.
Best regards,
Nick
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1 month ago
Translation
Hello,
FIRST AND FOREGOING I REQUESTED TO CLOS THE ACCOUNT!!!!
So it wasn’t even about self-exclusion!!!
But since there was no response from Gomblingo, I was forced to request self-exclusion!
I think if it is my express wish and I write in the live chat every day that my account should be closed, why is nothing being done???????????
At other casinos this always worked without any problems!!!
Why should I continue playing in a casino if I've only made losses there???
How can it be that all emails are ignored????
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1 month ago
Dear Goodie89,
If you do not have any concerns regarding gambling issues, the solution is straightforward: simply refrain from playing at the casino. However, if you do have gambling-related concerns, you will need to submit a formal request clearly stating that you are experiencing gambling issues. In such cases, the casino is obligated to close your account.
If your primary reason for the request is not related to addiction, the casino can reopen your account at any time upon your request through their chat or email support.
Could you kindly confirm if you mentioned gambling issues in your request from the 10th of September? Also, have you received any response to it?
Best regards,
Nick
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1 month ago
Dear Goodie89,
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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1 month ago
Translation
Hello,
I sent another email about self-exclusion on October 2nd.
The answer was that I still had a withdrawal and balance in my account and whether I was sure whether I wanted to continue.
I asked for my account to be closed after the two withdrawals, but this was not done and as a result I made further losses! I therefore wrote an email to Gomblingo demanding the money for this period back!
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3 weeks ago
Dear Goodie89,
Can you please forward forward the last self-exclusion request from 02/10/2024 to nikolas.b@casino.guru.
Regards,
Nick
