The player from Germany has requested account closure from Gomblingo Casino since August 13, 2024, but the casino has not processed the request despite multiple attempts through email and live chat. She expresses concern about potential addiction and feels the casino has failed to respond adequately to her closure requests.
Gomblingo Casino - Player’s account closure request is delayed.
Amount: €1,000
Gomblingo Casino
Safety Index:LowSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 15h 21m 38s
Case summary
8 hours ago
Public
Public
1 week 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
Automatic translation:
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5 days 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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4 days 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.
Automatic translation:
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9 hours 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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