Gomblingo Casino - Player's self-exclusion was not honored.

Hallo, ich habe bei Gomblingo einen Selbstausschluß für ein Jahr beantragt und geschrieben, daß ich spielsüchtig bin!

Das Konto wurde nur für 30 Tage geschlossen und wieder geöffnet.

Jetzt habe ich wieder gespielt und mindestens 800 Euro verloren.

Dear Mombas77,

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 share with me your self-exclusion request mentioning the gambling problem?
• Could you please provide supporting evidence your account was reopened prematurely and the timeline of key events?
• (date of your self-exclusion request, date when your account was closed, reopened, date of the deposits?
• Is your account still open?
• Have you asked the casino to refund you your deposits due to failed self-exclusion yet? With what result?
• You can share screenshots here or send the information to my email at tomas@casino.guru

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

Hallo,

ich habe Ihnen im Anhang die Nachweise gesendet.

Mein Spielerkonto war gestern noch offen und ich habe gespielt und noch Geld verloren.

Heute Nachmittag wurde mein Spielerkonto dann geschlossen.

Thanks for your email.

Please note that we believe that if you inform the casino about a gambling addiction, the casino should protect you from further play permanently, not just for a year. We'll try assisting you in asking the casino to close your account permanently and for the return of your lost funds. thanks for your understanding.

Thank you very much, Mombas77, 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 Mombas77,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Gomblingo Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gomblingo Casino,

Could you please provide a comprehensive explanation regarding this case, including the reasons why the self-exclusion was not applied to the player's account despite their explicit request and acknowledgment of a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

Dear Kubo,

We have reviewed the customer's account and they were excluded according to our standard procedure within the designated timeframe outlined in our terms and conditions.

Regards,

Gomblingo Casino

Hallo,

es wurde nur für 30 Tage geschlossen und nicht für 1 Jahr!

Nicht rechtens!!!

Dadurch habe ich das viele Geld verloren!!!!!

Dear Gomblingo Casino,

In reference to Paragraph 3.22.3 of your Terms & Conditions, which states:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from gomblingo.com, he/she needs to contact us on the following email address: customercare@gomblingo.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

The player fully complied with these criteria, yet their request was not processed appropriately. Moreover, your practice of imposing a fixed 30-day exclusion period, regardless of the player’s stated preference, raises questions about the purpose of requiring players to specify the duration of their Self-Exclusion.

Why require a duration if it is disregarded? This inconsistency undermines both player trust and the clarity of your stated policies.

I urge you to address this issue promptly and clarify your position on this matter.

Thank you.

Dear Kubo,

The period regarding the player's request was set accordingly as per the player's wish.

Regards,

Gomblingo Casino

Dear Gomblingo Casino,

Could you please clarify what "wish" you are referring to? The player explicitly requested a self-exclusion period of one year, but their account was only closed for 30 days. As a result, the player is eligible for a refund of the deposits made after their account was improperly reopened.

Could you kindly share your position on this matter?

Looking forward to your response.

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.

Liebes Gomblingo Casino,

ich habe mittlerweile keine Geduld mehr und möchte mich zu dieser Sache äußern.

Abgesehen davon, dass Sie sich die letzten 7 Tage nicht geäußert haben, haben Sie in den Antworten davor auch garnicht auf die Fragen von Casino-Guro geantwortet!

Ich habe alle Beweise an Casino-Guro zugeschickt , in denen ich ausdrücklich darum gebeten habe, dass mein Konto für 1 Jahr geschlossen wird.

Ich habe angegeben, dass ich spielsüchtig bin und sollten Sie den Spieler dann nicht auch schützen, wenn eine Sucht besteht?????????

Dadurch, das Sie sich zu den Fragen nicht äußern, macht Sie verdächtig und unseriös!

Ich verlange meinen kompletten Verlust zurück, anderenfalls handelt es sich um Betrug!

Ich bitte um eine Antwort!

Lieber Kubo,

ich habe heute die 800 Euro vom Gomblingo Casino überwiesen bekommen.

Ich möchte mich recht herzlich für die Unterstützung bedanken.

Dear Kubo,

After further investigation and internal discussion, we decided to refund the player, and as the player confirmed the funds are in their account.

Regards,

Gomblingo Casino

Dear Gomblingo Casino,

Thank you for reconsidering your decision and honoring the player's refund. I believe this case highlights the importance of responsible gambling measures and strict adherence to self-exclusion principles and policies.

I hope that in the future, similar situations will be handled with the higher level of care and attention, prioritizing the well-being of players above all else.

Thank you again for your commitment to these values.

Dear Mombas77,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it.

Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo