Gamdom Casino - Igrački račun je zatvoren zbog KYC prevare.

Well, basically I had $110 in my account balance, I placed a few sport bets and won them. Then, I tried to withdraw the funds ($188), but the withdrawal was canceled because KYC level 2 verification was required... And for that reason they suspended my withdrawals. After completing the verification, two days later, an agent contacted me to inform me that the account and balance had been blocked because I had violated the terms and conditions for "KYC fraud." They could have accused me of using a VPN, but due to kyc fraud!? Doesn't make any sense at all. I tried to appeal this decision, offering to send photos of me holding the documents or something to prove it was really me, but it was a final decision

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• Which documents did you submit to the casino for verification shortly before your account was blocked?
• Have any of your documents been approved by the casino?
• Which documents, if any, were rejected, and what reason did the casino provide for the rejection?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website? If so, which country did you select, and what is your actual country of residence?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi Veronika, first of all, thank you for looking into my case and triying to help me with this! :)

When I completed the KYC process, a link redirected me to the Viff website to complete the authentication. I uploaded two photos of my government-issued ID (front and back) and a real-time image of my face.

After completing the process, a green checkmark appeared on Gamdom, indicating that my account was verified. However, since withdrawals were still disabled, I contacted support, and they informed me that it would take a few business days to verify everything manually... And sure enough! After a few days, an agent contacted me via email to notify me that my account had been blocked for "KYC fraud."

Essentially, they despite my asking the reason behind this decision, didn't provide any information regarding the action they took. I simply had to accept their decision, without being given any opportunity to appeal or find out why they considered it fraud.

My current country of residence is Uruguay. And yes, I used a VPN with a Costa Rican location. But I masked my IP address for the first minute I logged into the site because it was very slow, so I continue using my real IP address (even during verification). Even so, the streamer through whom I accessed this casino is Spanish, and most of his viewers are from there and have to use a VPN to access the website (sometimes he even encourages them to use one). In fact, I checked the Discord community and no one else had experienced this situation due to VPN use. So it seems strange to me that the reason for my ban is using a VPN... Because they could have easily requested some other type of documentation (video of me holding my ID, invoices, receipts, etc.), instead of drastically blocking my account.

I look forward to your response or any additional information you may need. Have a wonderful day, and thank you for everything in advance!

Thank you for your reply.

Please forward me the documents you submitted to the casino for verification at veronika.f@casino.guru.

Additionally:

• Have you received any messages from the casino indicating that your account was blocked due to VPN usage?
• Have you played any games that are unavailable from your real location and can only be accessed by using VPN software?

Hi again Veronika! 

No, at no point did they mention the fact that I had used it. Actually, when i tried to appeal, I mentioned to them that my ip was masked, but they downplayed it; that is, seems like they never considered it relevant to make the final decision.

No, just sports betting (but when I placed bets, I was already using my real IP). I had to use a VPN because when I tried to access gamdom.com, it simply appeared as "This site can't be reached," so I then logged in through trgamdom.com. And when I turned off the VPN due to the slow browsing, I realized that this subdomain did work in my country.

I already sent the requested documentation to your email

Dear Caxa_4523

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Please note that if the matter becomes solely about sports betting, we regret to inform you that we won't be able to assist you, as we do not have a department that handles such issues.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Gamdom Casino representative to join this conversation.

Dear Gamdom Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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.

Dear Gamdom Casino Team,

I am extending the response timer for the final 7 days.

Please note that I have previously attempted to contact the casino outside of the public complaint thread, and I am now also reaching out through our affiliate channels in an effort to obtain your response regarding this case.

We kindly ask you to provide clarification about the player's account closure and the alleged "KYC fraud," including any relevant supporting evidence.

Without your cooperation, we will be forced to close the complaint as unresolved, which may negatively affect the casino's rating.

Thank you in advance for your cooperation.

Dear Caxa_4523,

Unfortunately, since the casino has not responded to our repeated requests, we are forced to close this complaint as unresolved.

I would like to assure you that I made multiple attempts to contact the casino, both inside the public complaint thread and outside of it, including through our additional communication channels. Regrettably, we did not receive any response from their side.

Since the casino operates under a valid license, we recommend that you escalate your complaint directly to the licensing authority. In this case, you can do so by clicking on the Comoros AOFA badge displayed at the bottom of the casino’s website and submitting your complaint through the provided channel.

Please note that if the casino decides to cooperate with us in the future, we may reopen this complaint and continue the investigation.

We are sorry that we could not be of more help on this occasion, but we truly appreciate your patience and cooperation throughout the process.

Best regards,

Barbora

Casino.Guru