Gomblingo Casino - Player’s self-exclusion request has been ignored.

Today, the casino charged the deposits at a different rate. On the 16th, I requested self-exclusion due to gambling problems, and they offered me spins to continue playing. I am requesting the return of 720 from today's deposit.

Dear Tonivaleria1,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gomblingo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long have you been a player in the casino?
• Was your account verified in the past?
• If you have access to your casino account, could you please provide a screenshot of your balance and deposit history?
• Have you contacted support@gomblingo.com with your request for a permanent self-exclusion due to gambling problems?

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,

Tomas

B days, I've been with them for a month, verified since the first week, my account is still open

B days he doesn't answer my email, and today they just closed my account

I have all my evidence in my favor, and he doesn't answer this via chat.

Thank you very much, Tonivaleria1, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Thank you 🙏

Hello Tonivaleria1,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Gomblingo Casino,

Could you possibly provide additional information regarding the self-exclusion request and clarify the situation?

Thank you in advance.

Respectfully,

Michal

Dear Michal,

The player submitted self-exclusion on the 17th of May, and it was handled within our timeframe. 

Please note that such requests should only be sent to our designated email address customercare@gomblingo.com. This will ensure that all requests are properly submitted and processed in a timely manner, even if there is a high volume of requests.

It is necessary to mention that until self-exclusion process has been initiated and completed properly, the player takes full responsibility for any account activity.

All our actions were taken in accordance with our Terms and Conditions to which the player accepted upon registration.

Regards,

Gomblingo Casino Team

It's incredible the direction that I get in the payments

I also provide the emails used

Dear Tonivaleria1,

Can you confirm that you have sent the email to customercare@gomblingo.com on the 17th of May? Also, from the screenshots you have provided us, do I understand correctly that your account was closed on the 30th of May, but only for 30 days?

Here you have my 30-day self-exclusion and with email

My self-exclusion was already on May 30, 30 days, so it should have been closed for 30 days.

Dear Michal, the casino does not respond to any complaint, I left you the two self-exclusion emails, on the 16th I sent it and they offered me spins, on the 17th I sent it, and the self-exclusion became effective on May 30 for 30 days that are not He complied, you already have the evidence, I have been polite with the casino and the evidence does not lie, thank you for your help🙏

However, in the self-exclusion of the 17th I asked for it to be forever and they only said from the 30th and 31st it was open again with those payments that add up to 720 euros, the casino ignored my addiction, sorry for so many messages but I want everything to be clear and thanks in advance 🙏

Dear Gomblingo Casino,

We at Casino.Guru consider self-exclusion requests due to a gambling problem a serious issue, because often times, players are not in control of their actions. That's why their accounts should be closed permanently.

Can you close the player's account for an indefinite amount of time?

Dear Michal,

We have once again reviewed the Player’s account and request, which led us to take appropriate action and restrict his access for an undefined period of time.

The initial restrictions was put in place in order to provide adequate assistance to the Player upon the manual review of the mail. Also, we would like to mention that it can very easily be extended once it was passed.

Such requests are always reviewed manually by an agent in order to make sure that we are able to assist with the issue accordingly. The Player submitted an e-mail to the appropriate address which was handled within the designated timeframe in our terms. 

We did not receive further replies in that thread as we would like to stress once again that such requests are only handled by the appropriate team and e-mail address. Thus, after our discussion here appropriate actions were taken and the request was reviewed again.

Kind Regards,

Gomblingo Casino Team

Dear Gomblingo casino, I have contacted you without success in chat, you tell me to be patient, you do not respond to any email, if the self-exclusion was indefinite, why did they only put 30 days on May 30, of which there are many charges of the day 31, this should not have happened since the account was supposedly self-excluded for 30 days, it was only when I contacted through this forum that you responded, and through the chat it told me that I would soon have a resolution.

Dear Tonivaleria1 and Michal,

Bear in mind that because we have strictly established self-exclusion process, it is crucial that all related communication goes through the dedicated email only (customercare@gomblingo.com). This is done in order to keep the handling concise and avoid potential concerns. 

Nevertheless, the exclusion request and the account were reviewed again and a restriction was placed as per our previous reply. 

Regards,

Gomblingo Casino Team

Dear casino gomblingo, although the casino self-excluded my account on May 30 until June 30, which was not fulfilled because on the 31st all those incomes were there, and I was able to access my account days later, and I have been patient and polite, only I claim the money from the 31st, for the evidence that I have sent to the appropriate emails, a cordial greeting

Dear casino gomblingo, you answered me from the chat that they are reviewing my resolution, but they have not told me anything by email, however I only ask for an explanation of the payments on the 31st and different amounts.

Dear Tonivaleria1,

We have established that you have asked for self-exclusion due to a gambling problem on the 17th of May, can you tell me when exactly the casino successfully closed your account?

The account is closed a week after writing in the forum

I already explained there was never any self-exclusion, they sent me an email on May 30 about self-exclusion for 30 days and they did not comply with it.

I clarify that this casino with all the evidence that I have exposed is a robbery, they do not comply with the conditions, they send you an email so that you do not self-exclude the account with free bonuses, the addicted player ruins his life why they hesitate with self-exclusion, no They answer the email, and it says that only this email blah blah blah ect, of which all the evidence is added and the casino none, dear mical, everything that I have sent is not enough, can you answer me if the gomblingo casino has clarified something, because I only see that they closed my account a week after I wrote here, seeing my case, no one should enter this casino.

Dear Tonivaleria1,

Can you tell me exactly how much did you deposit from the 22nd of May until the 30th of May?

From May 22 to May 30 130 euros, from May 31 to 1 more than 700 euros, and from May 22 to the end of April more than 1,500 euros.

540 euro from May 17 to May 20, in case it also helps you, greetings

Dear Gomblingo Casino,

The player should be entitled to a refund of his deposits from the 22nd of May until the 30th of May, as the self-exclusion process took longer than we believe it should have.

Would you consider refunding the player and therefore successfully resolving this complaint?

Dear Michal, 

As stated in our previous replies, all actions taken towards the user's request, are as per our established terms and policies.

As much as we strive to resolve such requests as quickly as possible, each case is being reviewed manually in order to achieve the highest security and compliance, which may result in slightly longer handling times, which is why we have the designated timeframe for such cases.

We trust you understand that technical time is needed for each self-exclusion request to be processed, therefore there is outlined designated timeframe in our T&C, and the players request was handled within that outlined timeframe.

Regards,

Gomblingo Casino Team

Dear Gomblingo casino, I have complied with the terms and conditions of the casino, it is worth knowing their mistakes, support tells me to wait for them to answer my emails, which I have been waiting for 42 days, this case is being bad for the reputation from the casino, I kindly ask for a resolution and leave this in the past, best regards.

Add that on May 30 they responded. but he did not exclude himself.

Dear Gomblingo Casino,

Of course, I understand that there is a certain timeframe needed to manually sort out and deal with all of the self-exclusion requests.

However, it also needs to be said that these requests must be handled as fast as possible due to the fact that players who suffer from gambling addiction oftentimes are not in control of their actions, therefore the longer the process is, the longer the amount of money they lose is.

I want to ask you one more time if you are willing to reconsider your position in this matter and refund the player.

Dear Michal,

We trust you understand that all actions towards the account were taken in strict accordance to our T&C, which each user agrees with and accepts upon registration. 

Let us however once again emphasize the policies that we have followed in order to approach the case accordingly:

-The self-exclusion request should be explicitly sent to our dedicated mail for such purposes (customercare@gomblingo.com), which would ensure the proper review that needs to be done

-The account was excluded within the specifically designated as per our T&C timeframe

In addition, upon registering every user confirms and accepts our T&C as per which, they shall remain solely responsible for all activity on his Account during the time that the customer request for Self-Exclusion may be pending.

Regards,

Gomblingo Casino Team

Dear casino gomblingo, I have already sent proof that self-exclusion was requested several times, and this email on the 17th, customercare@gomblingo.com They sent me an email on the 30th and they never self-excluded my account, they only closed it when I started to post the evidence here in the forum, with all the evidence even of charges on May 31st that was supposedly self-excluded, and I wanted to resolve this friendly but I see that you do not look out for the players with gambling problems and even more so when they ask to protect themselves, you have only taken advantage to get more money from the lack of control of a client who asked for help, and I encourage you to put some evidence against me, let me Of course they use that email, and it is one of the emails they send answering me and encouraging me to play so that I don't self-exclude the account, they are proving that they are a fraud, saying that you have 5 different emails to deceive the client, the terms and conditions I have complied with all of them, in those terms and conditions do not say if you have a problem with the game, play more? It is illegal to do so in Curacao, sincerely, a deceived and hesitant former player. Best regards.

Dear Tonivaleria1,

Do I understand correctly that there were some transactions made on the 30th of May when your account should already be closed?

Yes, May 30 and 31.

Since the casino is not willing to change its stance, I am forced to close this complaint as unresolved. I’m afraid there is not much that can be achieved without cooperation from its side.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino changes its mind, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.v@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal V, Casino.Guru

We’ve reopened this complaint at the request of Gomblingo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Tonivaleria1,

I was informed by the casino representative that you are in contact with the casino outside of this thread and that you are already in the process of receiving your refund. Can you confirm this?

Hello Michal, everything has been resolved, I received the money and my account is closed, thank you for everything, without you this would not have been possible 🙏

Dear Tonivaleria1,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Michal V from Casino.Guru