Gomblingo Casino - Player's asking for a deposit refund.

Sehr geehrte Damen und Herren,

das Casino ignorierte meine Bitte meinen Account zu schliessen. Ich habe dies dem Casino via Mail und im Chat mitgeteilt. Hierdurch verlor ich weitere 594€. Aus diesem Grund bitte darum dass mir das Casino diesen Betrag zurückerstattet.

Dear eurogalaxy85,

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. Do I understand correctly that you first mentioned your gambling problem in the email from March 30? Could you please advise if you still have access to your casino account?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

Nein. Kein Zugriff mehr auf Account. Ja. Am 30.03.23, Mail verschickt und am selben Tag per Chat um Schließung gebeten.

Thank you for your reply, eurogalaxy85. Could you please clarify how long it took until your account was closed?

Irgendwann. Ich habe keine Bestätigung erhalten. Als ich die zusätzliche 594€ verloren waren bereits 2 Tage vergangen.

Unfortunately, it is not always possible for casinos to immediately check all received emails. We have decided to accept the situation that if the casino blocks the player's account within 3 business days after sending the request via email, the player is not entitled to any refunds. Since you lost all your funds within 2 days, your account is now blocked and you don't know how long the casino took to close your account, I am afraid that there is not much more we could do.

I understand that this is not ideal, and in a perfect world each self-exclusion request would be processed right away, but not all casinos are able to do so. To be honest, I am even a little bit surprised that the casino blocked your account as there is only a very brief mention of responsible gambling practices on its website.

Please, let me know if there is anything else I could help you with, or if I have overlooked something, otherwise, I will be forced to reject this complaint. Thank you very much for your understanding.

Dear eurogalaxy85,

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.

Nee. Sie hatte ich schon einmal. Ich halte Sie meiner Erfahrung nach für inkompetent. Schade dass ich niemand anderes erhalten habe.

I am sorry that you are not satisfied with our services but I assure you that anyone else would tell you the same thing I did, as we all have the same guidelines based on which we evaluate complaints. Nevertheless, despite your dissatisfaction, this is your 15th complaint (8 of them were submitted from your previous casino.guru account which you requested to be closed last year).

You think we are incompetent, yet you keep coming back asking us to help you. Please understand that even though we try to support players as much as we can, it is not always possible. We cannot blindly assist everyone if we don't think they are right.

At this point, I would suggest that you reconsider finding another platform that would help you with your complaints according to your needs. Hopefully, such a platform exists.

Lastly, you can always contact the licensing authority if you do not agree with our decision.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.