Gamdom Casino - Račun igrača je zamrznut i isplata je odložena.

Timeline & Issue:

My Gamdom account (username "Khaled 51") has been frozen since February 2025 due to a KYC technical error. During Level 1 verification, incorrect Russian‐language information was auto‐filled by my browser.

Attempts to Resolve:

I then completed Level 2 KYC under my real U.S. identity (Rania Elsayed Abdelraouf) and provided clear photos of my U.S. driver’s license and selfie with date. Despite this, the system will not allow me to correct or override the bad Level 1 data, and support repeatedly insists the documents must match the original Level 1 info.

Final Support Interaction:

My last chat with agent "Chloe" ended abruptly—she read my formal escalation request, began typing, then closed the chat without reply. I have had no path to appeal or fix the mismatch.

Desired Outcome:

I respectfully request that Gamdom release my remaining balance of $91.91 USD (USD + SOL) or provide a clear, procedural way to correct my Level 1 KYC information so I can verify my true identity and withdraw my funds.

Dear GuruKhaled,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Let me refer to the relevant casino rules: https://gamdom.com/help/terms

2. Your Obligations as a Player

By using this Website, you represent, warrant, and agree that:

All information that You provide to Gamdom.com during the term of validity of this agreement is true, complete, and correct, and that You shall immediately notify Gamdom.com of any change of such information;

Please understand that you must always enter correct and complete personal information when creating an account, and it doesn't matter which payment method you intend to use. Any online casino has the right to verify your identity at any point, and it is impossible to pass the verification if you fail to provide correct personal information.

Have you notified the casino regarding the error before depositing and playing?

Could you please explain the extent to which personal information was entered incorrectly?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi Tomas,

Just following up on my previous message from 3 days ago — I wanted to confirm it was received and see if there’s been any update from Gamdom's side regarding my frozen account and the KYC mismatch.

I’m happy to resend my documents or provide anything else needed to move things forward.

Thanks again for your help,

Rania (Khaled 51)

Could you please clarify whether the text was entered in Cyrillic script, but the name and other personal information are otherwise correct?

Thanks for the explanation.

If you haven't acted to correct the information, but continued to deposit and play, we might not help you, unfortunately.

When registering an account, you need to make sure to enter the correct personal information into your profile. If you find out that there was incorrect personal information, you need to make sure to inform the casino before playing, otherwise, you are breaking the casino's rules and most likely won't be able to complete verification. Please understand that playing with the correct personal information in your player's profile is the responsibility of the player.

Please let me know if there is any information I might have overlooked or haven't considered; otherwise, I'll be forced to reject your complaint.

Looking forward to your reply.

Dear GuruKhaled,

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.

Hi Tomas,

Thank you for your honest response — I completely understand your position.

I want to clarify that I take full responsibility for the mistake made during the Level 1 KYC. At the time, I did not realize that the auto-filled information had submitted incorrectly in Cyrillic script. I also didn’t know that once submitted, that data couldn’t be corrected or updated — and I truly believed I could fix it later during the full verification process.

As soon as I noticed the issue, I submitted my real U.S. identity documents — including a valid driver's license and selfie — and I’ve tried to cooperate fully with Gamdom’s team. I never had any intention to mislead or violate terms. This was purely a technical/browser error and a misunderstanding of the process.

I understand that casinos have rules, but I’m simply asking for a chance to verify properly under my actual identity and receive the balance I earned before my account was frozen.

If there's any possible exception or goodwill resolution you can help mediate, I’d deeply appreciate it.

Thanks again for your time and fairness.

Best regards,

Rania (Khaled 51)

I wish we could help.

I genuinely hope similar issues will avoid you in the future.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. Please do not hesitate to contact us if you run into issues with any online casino in the future.