Gamdom Casino - Igrač je mogao da otvori novi nalog nakon samoisključenja.

Self excluded myself from this casino 4 months ago due to heavy gambling addiction. I was able to create a new account using my name for deposits and withdrawals and dissappointed it was not picked up on.

Emailed for some help and refund in losses but was refused by saying they cannot monitor their own self excluded players.

I see this is happening a few times on this forum with the same casino. Only credit I could give them is they closed my account quickly.

Ive attached screenshot of wager/losses and player id.

Thanks

Dear Joejoe5,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve encountered after self‑excluding and subsequently opening a new account.

For our reference, we’ve also noted your previous post here: https://casino.guru/gamdom-casino-player-sdissatisfied-with-responsible

To help us investigate further, could you please clarify:

1. On what date did you submit your self‑exclusion request, and did you receive any confirmation (email or on‑screen) of that action?
2. When you registered the new account, did you use the same personal details (full name, address, payment method)? If you could share the new account’s username or ID, that would be helpful.
3. Were you using the same device, IP address, or VPN when accessing the new account?
4. You mentioned emailing support to request a refund—could you please forward any relevant email threads or responses to petronela.k@casino.guru?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

I used the same name yeah and payment card to buy crypto from swapped via the casino website, which was how I used to deposit on previous account.

I emailed support with my concerns and they basically said they can't monitor self excluded players making new accounts, even though I had 2 withdraws.

I was using the same mobile phone/ip address to access their services.

I did attach my username in my complaint, which was the same username used as before but with a extra 5 (Joejoe55)

I have attached chat on email in the order sent/recieved and the screenshot of my account.

Thanks

Hi Joejoe55,

To help us verify your case, could you please forward us the original self-exclusion request you submitted around five months ago? We haven’t been able to locate that record in our system, and seeing your confirmation email or screenshot will clarify the timeline and ensure we address this properly.

If you have any further emails or documentation showing that request—such as a ticket number, on-screen confirmation, or support reply—please send them to petronela.k@casino.guru.

Thank you in advance for your reply.

Hello,

This request was made on live chat and don't have the transcript as it was not saved.

I'll try dig through my emails and find the corresponding confirmation in regards to my request.

Thanks

Joe H******

Hi Joejoe55,

To further assist in our investigation, could you please confirm whether you have saved or can access any profile information from both of your accounts that displays your personal details (such as full name, date of birth and address)? This information will help us verify if the same personal details were used to register both accounts.

If you have any screenshots or documents showing this information, please forward them to petronela.k@casino.guru.

Thank you.

Hello,

One account was Joejoe5 and the other was joejoe55.

I used the same payment method (swapped) registered in my name and email address and also the same crypto wallet for withdrawals. I don't have any screenshots of my name/address or account information as if yet, I'm still looking through all my photos.

Thanks for assisting me in this.

Regards

Joe H******

Thank you very much, Joejoe5, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Joejoe5,

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 Gamdom Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Gamdom Casino,

Could you please provide detailed information regarding this case and explain how a previously self-excluded player was able to register a new account and deposit funds using the same personal details, without being detected or matched by your system?

Thank you in advance for your response!

Best Regards,

Kubo

Hi Kubo,

We are currently working on revamping our signup procedures with expected basic KYC to be hard enforced by end of Q3 2025. With that being said, there is no forced KYC upon sign up and our third party providers do their own KYC depending on their risk factors that is outside of our platform for deposits.

I've had a look at the account associated with email [redacted by Casino Guru] which aligns with userID 16725148 and show no KYC information has been submitted for this account.

There is only 1 sole contact from this account to our support team on April 21, 2025 with him making the same demands here. He was unfortunately denied his refund request as the funds were lost via gambling and his account was subsequently banned as he admitted to being connected to his alternate account that was banned due to RG.

This user is also heavily utilizing a VPN with over 49 different logins from 8 different countries on just this new account alone that was opened on March 16, 2025. It seems with this behavior, the player would have found a way to register and play regardless. I'd highly recommend looking into RG tools and potentially getting a software to completely restrict gambling websites all together to help with his control.

Please let me know if there is any further information I can provide.

Best regards,

Felix

Hello Joejoe5,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Gamdom Casino,

Thank you for your clarification regarding the situation.

Dear Joejoe5,

After thoroughly reviewing all the available information, I must unfortunately reject your complaint as unjustified, for the following reasons:

While we believe that casinos should do their best to identify previously self-excluded players attempting to create new accounts, this is not always technically feasible. At many online casinos, identity verification (KYC) is only required when a player requests a withdrawal. This means that players can often deposit and play without completing the verification process.

In your case, the KYC process on your second account was not completed. Therefore, the casino did not have access to the personal data needed to identify you as a previously self-excluded player. Similarities in usernames, IP addresses, or devices do not obligate the casino to automatically flag or restrict the account, especially since this data may not be collected or cross-checked within the casino’s internal systems.

I understand that you believe that using Swapped as your payment method - along with your personal data - should have triggered a red flag in the casino’s system. However, as is common practice in the industry, casinos often outsource payment processing to third-party providers. That said, personal data processed through Swapped is not shared with the casino itself. These providers handle transactions independently and do not have access to account histories or self-exclusion records.

Had you completed your KYC using the same personal details as your original account and the casino still failed to identify and block you, this would be a different matter. However, based on the current circumstances, we do not believe the casino can be held responsible.

Additional support:

As part of our Global Self-Exclusion Initiative, we’ve partnered with Bet Blocker, a UK-registered charity offering a free tool to help individuals manage their gambling habits. Bet Blocker enables users to block access to approximately 92,000 gambling websites across multiple devices. The installation process is quick (just 2 minutes) and the tool operates quietly in the background, ensuring minimal disruption. It supports seven languages and offers complete anonymity, allowing individuals to restrict access to gambling sites entirely or only during vulnerable periods. For more information, please visit:

• Global Self-Exclusion Initiative
• Bet Blocker Website

Please note: Bet Blocker also restricts access to gambling-related information sites, including Casino Guru. If you plan to use our site for ongoing complaints or resources, make sure this option is unchecked during setup.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo