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I played with Gamdom and I had found out the hard way that there were 2 seperate sessions of the same game going because I had the meter on Lava Gold up to the second tot he last notch. Then I am committed and I deposit planning on finishing the cycle. I get back on the game and I started playing and I realized the meter is half way... I could have sworn it was higher.... So I am confused and I am already losing money and I am trying to grasp the idea that why would I have been so committed at 6.75 a bet when the meter is only half way? So i tried to make the best of it and failed horribly. I was 3 notches away from finishing at that point. So I sat there thinking what the hell was I thinking? Then I go clicking around and I noticed the meter was different for USD and LTC! I am pissed at this point because there was no warning. I have never deposited with USD before that point but then I recalled that the rakeback is given in USD. I pretty much just wasted that money when I could have finished the other one I was planning on finishing but instead I am wasting money catching another cycle up to the other one just so they can both sit at the top and not be able to finish either one. So I go and complain to staff stating that this really hindered my plans and why wasn't I informed of this beforehand? This is important information especially at 6.75 a bet!!! The games had to have eaten a few hundred a piece at that point. So i get mixed signals from staff and I deposit again and I get the meter to where they other one is and lose all the money. I am pissed and I take a screen shot of both the games and they look identical now... I still thought they were 2 seperate games though. I was still wrapping my mind around that part. So one of the employees said he will look into it and I tell him im really low on money now because of this issue and I was going to try to spend what I had left trying to complete one and wait on the other. I completed it and I was doing well so i decided to raise the bet and i failed about half way up the meter. Kinda tight for money I had one last plan. To get the 6.75 meter one still 2 notches away completed then use the money from that one to finish the 16.75. I didnt think i had enough so i tried to build my funds playing another game and failed. I'm a real mess at this point because That curve ball screwed me up. Then I go check on the 6.75 game and it's in line with the 16.75 game!!! I was going crazy then I was trying to contact support and I caught them trying to swindle me!!! They were trying to make me think it was my fault somehow! I am pretty sure when I first complained about them being 2 seperate games they somehow merged them despite me saying if I paid to get both that high and they are the same I was going to flip out. Then they knowing that was exactly the case was trying to switch it around on me every way possiblle and it almost worked if I hadnt compared it with my BCGame account. The support was trying to say that because i changed the bet on one it changed the other to match the one i changed the bet on!!! He said problem solved. Teach you to change the bet on one next time is what he said. He was going to fill my head up with a lie and let me believe it and pay for it!!! That was until I looked on BCGAME and saw I had 3 different sessions with the same game at 3 different bet sizes with 3 different crypto!! I couldn't believe this guy! He was honestly trying to make me believe they didn't tamper with my games!!! I can't believe these guys! They took away about a 400-600 dollar bonus away from me and merged the games! Then I have a bonus about half way up to completed at 16.75 a bet but I can't trust these guys anymore!! I lost out on a lot of money and the situation they put me in is just horrible! I had my finances in order until that curve ball with the games being seperate. Then I compensated and pulled more money in thinking I had 2 bonuses I was going to be able to cash out on. I paid to get them both up to nearly completed at 6.75 a spin!!!! It was super expensive and it created real chaos in my life right now because I made the mistake and tried to correct course jsut to be sabotaged and denied what I put half that money into! Then I took the money I made from the one I got to complete and sunk it into the 16.75 one I got half way but I can't complete it because they tampered with my account to begin with! So my progress and everything is screwed up! I have money that disappeared! I shouldnt be this far out because of this! This is just ridiculous and the whole time they made me feel like I was imagining things!!! Like i made it up!!!

Dear David,

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

Would you be so kind as to send me all the relevant communication between you and the casino together with any supporting evidence, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I don't have any of that they dont have an option to save it

They don't even have an option to see my transaction history.

I went back to talk to the guy. His name is Michael. He told me that I wasn't crazy and I was playing 2 seperate games. He said when I raised the bet on one I lost the other!!! How is that even possible?! Now the games are merged and exactly the same and they are staying the same!!! They are both at the new bet of 16.75!

Ok here is the deal. I lost money on having 2 games going. I just want the money back from the game I lost. Because I couldn't cash out on it. This game is called Lava Gold and it saves your place on the meter so I can always go back to it. My guess is that when I complained about it they somehow merged the games and they don't want to account for the money lost from one. I spent hundreds of dollars getting both games to be just about finished. The game play getting the games up to the top is expensive but the bonus at the end makes it worth while. So this game should have saved them both and I was only able to finish one of them before they both merged. The other one should have been 2 notches from the top as well. So when I got one up to almost finished I deposited and went back and started playing and I realized this wasnt where I thought I was, but i thought i was losing my mind! I never dreamed there were 2 seperate games until I started playing with the settings and found the original one I was working on by changing the currency from LTC to USD. So Thats whe I complained and I informed them that I would try to get the one to pass over and if I could do that I would just get the other one. So at this point I am ok with 2 different games. I accepted blame for not knowing. But then I finished the one and started a new bet of 16.75 and i made it half way and then I go back to the 6.75 one and its gone!!! They are both at 16.75 and staying the same! So i lost all the progress and the reward which was EXPENSIVE to get to where it was.

Thank you very much David for your reply. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello David.

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Please explain to us what happened and why David's progress on the game was lost.

I know what he tried to tell me but here is why it isn't possible. I was playing 2 seperate games before I took this screen shot of both of the games. I remind you that I took this still thinking they were 2 different games. I had 2 different levels before. I assumed I was goin back to a game that was one notch away from finishing the cycle. Then I deposit and go back, committed, and I start spinning and I realized it didn't look like the same game. I kept spinning and I thought I was losing my mind but it was already decided before i made the deposit that I was going to finish the game. By the time I spent all that money I could figure out why I would think it was a good idea to continue that game when it was half way. I couldn't have sworn it was just before the bonus. I am pretty certain now that it was on the last notch. I am getting pretty vivid photographic memory on the subject now that I am not so upset and I had a chance to calm down. I again complained and I just told the staff I would use the last bit of my money to try to complete the one cycle I had resumed that was half way. I had got it up to 3 notches left before the bonus. I made another deposit and I only got it up one more notch so it was 2 notches away from the bonus. This is where I took a screen shot of both games still assuming that they were different games. I was very upset do I didnt really pay attention to the screen shots. I sent them in and here they are.

So this is prior to completing the cycle on the one that was resumed half way after I already got the one in USD to the last notch. I was so upset I couldn't remember at the time if I was on the second to the last notch or the last one. I just assumed they were still 2 seperate games. It was another support staff agent that brought it up to me that they looked like exactly the same game. That's when I looked and saw the only way to tell a difference is one has a 7 cent balance. This is when I told them I was going to flip out of they somehow merged the games. I didn't think it was possible to link and unlink them as they were telling me they had no control over the games. They originally told me to contact Betsoft and complain to them due to this attempt to divert the blame. I thought somehow since I had left one of the games they just by default load a certain layout that has nothing to do with prior spins. I had a hell of a time trying to convince them of what they already knew or one or more of them was trying to hide... That they merged the games after I complained about the lack of warning that there were 2 seperate games. So there is proof it wasn't raising the bet that merged the games again. Those werre taken prior to completion of the cycle on one after which I raised the bet and I ran out of money again half way up the meter. That's when I decided to check and see if the other one way still at the same place it was when I last played it and this is what I saw.

They were still linked together. This is when I figured out that somehow they had merged the games and they were trying to make up every excuse they could to try to turn it around on mew and make it out to be my fault so they could keep the money I wasted on this game for nothing getting one all the way up to the top.

By the way I don't want all my money I spent back. I just want to be compensated on the money I lost getting up to as high as I was on one of the sessions and not being able to continue my progress.

But that's never going to happen is it?

We will see. Don't lose hope.

Sir. I have had so many bad things happen to me. I have had casinos deny me responsible gambling services. Straight up lie about the ability to limit my spending without closing my account. I had a withdrawal pending closing my account would have complicated that. So they lied and it cost me dearly. They refused to accept responsibility. They still have a perfect reputation. I have had casinos merge games that I played and not compesate me. I have had almost every Casio I play at commit fraud at the players expense and the bind us to term you people enforce instead. I have seen the results from 99.5 percent of my casino encounters end up in their favor. About a 0.5 percent gave me a chance to withdrawal more than I deposited. None of them ever suffered any cosequences. I always did. They are clearly breaking not only the law in Curacao, but the Netherlands, English, and international goods and services laws as well. They are also getting approvals and high rating for scamming people everywhere. Not one of these casinos is honest and transparent. You people can see for yourselves. You always see it. But for some reason, sites like yours, the only line in the sand we have to draw, help them and enable them to continue doing all this with no repercussion. They actually get good ratings and positive feed back! I can’t tell you how many times I have played. Every one of these casinos I have played at pretty much. I will be playing and I will be winning. I can be winning for a very very long stretch of time. Then I will raise the bet and every time the damn games will just stop putting out wins. The games are constantly adjusting to our actions. Now how is that random? How can something be random and then reacting to input? I used to really enjoy gambling. Then I started playing online and I enjoyed it until I realized what was going on. I mean how obvious can people be when they create a scam and dress it up as a casino. Gambling is where both side risk something in exchange for an advantage. When one side is never taking a risk it’s not gambling. The house edge is all they need to make money. But then they have to manipulate the outcomes too? I’m sorry but nothing is fair and random when you play and win and you are guaranteed to hit a losing streak right after where it has to take all the money back before you can win again. That’s all I have seen online. Besides the 0.5 percent of the time I have the sky open up and all the sudden I can’t lose. It’s predetermined. You have to hit the right algorithm. So pretty much if you don’t hit the right algorith. You play and play and play and you don’t realize the whole time you were playing that you had a zero percent chance to win. That’s just horrible. That’s not gambling. I mean when is someone going to put these guys on the spot? Hold them accountable? Guys…. Look at these casinos… look at the results. Look at how much money these guys rake in and barely ever reward people. I play at casinos that offer to see all recent bets made. All down the listi see red for losses and maybe 1-3 green out of like 50 bets. I mean damn. It’s clear they are lying to us and the truth is in the results. Nobody cares. I have had casinos that have my country blacklisted, allow me to play there and spend money to get ripped off all the way. I end up spending ridiculous amounts of money. Never having one withdrawal. I get pissed because that’s just plain greedy. I complain to staff and they find out I’m blacklisted and they end up kicking me and making all that money I am spending on progress in a ranking system and for bonuses I will never see. Plus all the money I spent gone. They will say it’s my fault when the law clearly states a minimum requirement for casinos is that the DPRO is supposed to use geo blocking to have a license.

See... I mean how can I not lose hope? I don't want to have to type up a hundred cases to a lawyer in Curacao. I just want to be able to enjoy what is being advertised. It is not the games I have a problem with. It is the casinos who are defrauding the players with false or misleading information, trying to get more money from them. Every time I inform a casino about the issues it clearly has, they have to start the same old tricks and schemes they all seem to do. They lie to me and assure me that I am incorrect about my assumptions. Oh boy.... Then guess what. That's where I do not enjoy being who I am. I let people who attempt to mend a scam with another scam learn the hard way that this is not ok. I argue with them and tell them they are wrong but they cannot admit it and they feed me information that I have to see for myself if it is true or not. I will investigate because I have every right to know if I am being scammed for my money. This shouldn't be happening. What kind of person would I be if I knew these guys were scamming people and I just walked away and allowed them to be able to continue doing it? I am sorry, but the casino and whoever else can say whatever they want. The results are the key that unlocks the mystery. Remember this, I can create a game with a 99.999999999 percent rtp and nobody would make a penny off of it. Sad but true. Lets add up all the scam qualities these casinos have. The terms and conditions. The fact that they take no responsibility for software they provide to us. They never refund money back even if you had 0 chance of winning. They don't have any regulation. Their statements contradict the software. They are unprofessional. They say they don't have any influence on the games when they set the RTP to the lowest settings and advertise the highest ones. Most of the people that play there have resentment. They create bonuses that sabotage people more then help them. They take money instantly and take 4 weeks to allow people to withdrawal. they have a lot of gambling help for people who are having their lives ruined by it. Lets be honest here.... People wouldnt need help with gambling addiction if it wasn't made to destroy people. Thats how you can tell its probably a scam. There is no reason why gambling has to be so greedy and one sided. Whoever said all this no risk to the casino crap is gambling is lying and probably making money somehow off of casinos. Gambling has been around forever. It doesn't have to be dangerous unless one side is literally taking advantage of another. One side has to value money over a human life to make it dangerous. Unless the opportunity is there then there is no chance of it happening. One thing I know is that its the casinos fault for being scammers and con artist and lying to customers that creates the worst situations. Then they blame the customer when they created the entire system to target the vulnerabilities that exploit those weaknesses. That's like a drug dealer blaming the drug addict, or a doctor blaming the patient for being hooked on opiates when they overprescribed them. Or even a food company blaming the people who ate it and got sick from it for being the reason why the problem exists and not taking accountability.

You want to hear the truth.... Here it is... Casinos pretended like they were being concerned with the damage it was doing to some peoples lives by pretending to comply and be in line with help services that it in reality is manipulating and pulling strings with just so they could make their games even worse and more devastating. Then you know what they did? They started using these help services and the idea of them to take their greed one step further. This is their go to reason for how to get rid of people who are pissed off about being scammed. They try to frame us with gambling addictions! Like we were not perfectly in control of our actions and choices and are just pissed off because after spending hundreds or thousands. We realize that we are being defrauded and fed every excuse on the planet to squeeze every penny they can get from us so they can lose a customer and then that customer can accidently stumble into another one of their scam sister sites they run for this very reason. If they had happy and content customers who didn't know they were being scammed, they wouldn't have to have a ton of other casinos. They are just trying to maximize their profits by laying land mines all over the place while calling games fair that have the potential to be a 100 percent loss to customers. They would rather lose a customer that has the potential to be there for life using their service just to not enforce their guarantees and keep 5 dollars instead. I swear to God. You know how to tell a casino is a scam? Go to the support staff with an actual problem. See where that gets you.

If they don't want to account for their actions and denying a customer the right to have back what they took away, then I will get all my money back. The hard way. Because I highly doubt Casino Guru is going to do anything about it besides add another point onto their reputation and delete these messages. Isn't that the routine? If I can be denied responsible gambling services and be fed a lie that cost me money, then this should be nothing... Oh well.. That got through you guys this will too. I will be at a loss all around and this will be proven to be the same thing they are.

Hello David.

First of all, I am sorry for what happened to you.

I would like to mention that gambling is about having fun and not earning money. My recommendation to everyone is to deposit only money you can afford to lose. 

Bad luck in a row, here it depends on the game's variability and RTP. This topic is for greater discussion and I can only recommend you to read our educational materials and videos. The theoretical RTP is calculated on a huge amount of spins (slots), so hard to say how many spins you did when you experienced "bad luck in a row".

I can definitely tell you that there are fair casinos out there where you can be sure that they will treaten you nicely, but you need to look for casinos with a good regulator where the chances for some tricky behaviour are very low. (and always a way how to submit a complaint to the regulator)

If you doubt about us, you can check our solved complaints. I believe that our work speaks for itself. We always stand on the side of fairness.

In this complaint I need to know what happened from the casino to be able to make some decision. So please be patient. Usually it takes 7+7 days to close the complaitn in the situaton when casino is non-responsive. (because of war 7+7+7)

If the support guys were rude, please keep in mind that support people are less trained and represent in the casino the lowest level. They are frequently replaced and not always can truly help. One day you want to cry from their response and another day you talk with a dedicated proffesional. 

Now I am extending the timer for another 7 days. If the casino failed to respond during this timeframe we will close the case as unresolved which will have an impact on casino rating. (as you can see we are fair, only cases which are closed have impact on casinos rating, not cases in the process of investigating)

I just can't get over the fact that their employees are behind the scenes accidently deleting data probably, but why should their mistake cost me and not them when I didn't and can't do anything to the game to make it split up liker that and then merge. Then they try to make me feel like it's my fault instead of compensating me for the money they sabotaged out of my account? I hate to say it guys, but nobody would play if we had to spend money and pretty much guarantee no reward or return. That's not what this is all about for any customer. You can't advertise a service that is supposed to be about luck and maybe some skill mixed with the hopes of reward and tell us that we should expect to lose our money after they scam us for it. That's not part of the deal. What we see is what we should get. There is no excuse to manipulate people and purposely mislead them wi,th the intention of subjecting them to one sided outcomes and no chance whatsoever. The chance is so small that you can't even count it as one. Any false advertising or misleading information that compromises the customers ability to make a responsible decision is fraud. By law. Fraud voids any contract, spoken, written, unspoken... The international goods and services laws applies to casinos too. You guys can't keep allowing these casinos to break international laws and profit from fraud on top of it. I mean come on they are all doing it and thinking it's ok and you guys are adding on to make it sound even better! then we go in and see the terms and conditions?! Are you kidding me? this casino has a perfect reputation of scamming people is what it is.

So they get away with sabotaging my game... Don't even bother to compensate me even thought it was their fault I was duped out of money and denied reward for it. wonderful. Let me guess... They only lose like .3 points.

I am sorry, David, it looks like the casino is non-responsive.

Because of that, we will mark your complaint as unresolved in our system, which will hurt the casino rating. Other players will be able to see your complaint and make the decision to play in this casino based on that.

I would like to mention that we have a formula for calculating the casino rating. More about our rating system works you can find here: https://casino.guru/our-casino-reviews

In this case, we don't know what happened exactly, and the amount that you are claiming is only theoretical.

Therefore, you can't expect that such a case will significantly impact the casino's rating.

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

Hello Majik6996,

I am sorry to hear of the experience you have had with our support team and the confusion with which you faced when gambling. It is customary as most gambling sites that utilize multiple currencies have a different gameID’s flagged to each which so progress is not lost when there are changes being made in the front end. This explains in your case on why you had different progresses in USD and LTC and also why your progress changed as well when you changed your bet amount (combats abuse - betting $6 over and over until the last notch and then increasing bet size to $16 to try to trigger a higher bonus at the last second). Also in regards to your claim that we tampered with your account is false as we are simply mirroring the game data the slot providers give to us. This means that we do not have the source code for the games you are playing.

If you could please respond back with your username, userID or email address associated with your Gamdom account I will officially investigate the communication with our support team along with the bets you have made on the slot Lava Gold.

Best Regards,

Felix

Hello Majik6996,

Unfortunately I can assure you the game data was not merged. If you would like to elevate this further we can take all the bet information we have up to the bet provider to get you an official response from them on this matter.We do show four different bet sizes, valued at $0.25, $1.50, $6.25, and $16.25. Changing your bet size on Lava Gold will actually wipe out your progress and will even provide a warning popup in which you have to confirm "yes" before it will change your bet size. Example screenshot provided below of an attempt to change a $1.00 bet down.Of your 1334 bets placed, only 10 bets were placed in USD instead of LTC. The total bet size of these 10 bets was $50.50 (8x $6.25, 2x $0.25). Changing the bet currency does not change your progression of the bonus, only changing the bet size which was explained many times during your conversations with support.In regards to lost funds and what you feel you are entitled to for a refund, I have your account summary below on slot Lava Gold.Total bets: $3,063.75

Total won: $3,056.08

Overall: -$7.67In summary, you lost $7.67 on the slot Lava Gold. Due to misunderstandings and your negative experience here on Gamdom we can give you $50 for the bad experience of waiting so long for a reply. We can pay you on a LTC address or into your Gamdom account.

Best Regards,

Felix

Dear Majik6996,

Is this a satisfactory solution for you?

Dear Majik6996,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.