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Responsible gambling problem. On 19th may I requested my account be closed via email instead of closing my account straight away this did not occur. I also had mentioned issues surrounding my losses. I have sent 100s of emails also to the vip team requesting free money which should have been flagged.

I then requested account closures days after on 10th June and 16th June. Instead of closing my account gamdom ask why do I wish to close my account? If a customer is requesting an account closure this should be actioned. I was unable to close my account permanently via their self exclusion tool as it only allows self exclusion for 8 days Max so I had to go to the support itself to request my account be closed. The process is well below community expectations and they are putting people in risk who are wanting and trying to close their accounts.

I am requesting all money that was deposited from 19th May to present returned. During this period I have had $13,000 usd in deposits and around $3000 in withdrawals. I think this is a fair request considering the multiple attempts asking to close my account. Please keep in mind my net loss at gamdom is around -$72,000 usd. I am not asking for money back that was lost prior to the multiple requests of account closure.

As soon as the mention of account closure and or permanent closure the account should be closed. No attempts to ask questions in order to keep the customer should be had. Very poor system only allowing 8 day self exclusion tool then asks you to contact support if wish to close account then tries to sway you by asking why you want to close the account. If gamdom had sufficient tool where you could close without asking support this would help problem gamblers. I believe this is a tactic they use to keep profitable customers and I hope Felix does better.

Plain and simply. Requesting all losses back from 19th may till present and for the issue to be resolved amicably.

After all these requests my account has never been closed and remains active currently. Gamdom needs to improve drastically in this area to be a reputable online casino.

I would also like to know how much detail they put into my level 2 KYC verification.

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Dear Kingr,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion.

• Closing an account is a simple process with minimal long-term consequences. Players can usually request their accounts to be reopened at any time, and the casino has no ongoing responsible gambling obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion due to a gambling problem, the casino is expected to apply responsible gambling measures and should not reopen the account during the agreed exclusion period.

This is why it is important to explain why you wish to close your account. Different reasons require different actions from the casino. Once gambling addiction or gambling-related harm is mentioned, it should trigger the casino's responsible gambling procedures. If no gambling problem is mentioned, we cannot conclude that the casino failed to protect a vulnerable player or violated its responsible gambling obligations. In such cases, we do not have sufficient grounds to request a refund of lost deposits.

Based on the screenshots you have provided so far, you did not specify gambling-related harm as the reason for closing your account. Therefore, we are unable to pursue a refund request for the deposits made before you explicitly informed the casino about a gambling problem. However, we can assist you with submitting a proper self-exclusion request.

When requesting self-exclusion, it is important to clearly state that the reason is gambling addiction or gambling-related harm and to specify the exact duration of the exclusion. The email subject line should also be clear and easy to identify. Casino support teams often receive a large volume of emails every day, so a properly labeled request is more likely to be processed promptly.

I also strongly recommend saving a copy of your self-exclusion request, whether it is a sent email, chat transcript, or screenshot. Having proof of your request can be very important in the event of a future dispute.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Gamdom Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Gamdom Casino, add my email address veronika.f@casino.guru to CC, and keep me informed about any further developments.

Thank you in advance for your cooperation.

Best regards,

Veronika

Dear Kingr,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru