Gamdom Casino - A conta do jogador foi encerrada sem motivo claro.

Description of the case:

I registered an account at this casino and made an initial deposit of $144.

I played normally and successfully withdrew $300.

Later, I made another deposit of approximately $110 in XRP, but I mistakenly forgot to include the MEMO.

The casino informed me that they needed some time to return this deposit.

Afterwards, they requested identity verification (KYC).

The verification process took about two days. During this period, I made another deposit and continued playing.

I played high-risk games and managed to win around $400.

Today, I received an email from the casino claiming that my account allegedly belongs to "another person" and does not belong to me.

Based on this claim, the casino erased all my funds and permanently banned my account.

Core of the complaint:

The casino falsely accused me of using another person’s account.

All deposits were made from my own wallets and belong to me personally.

I provided my documents and went through their verification procedure.

Despite this, the casino confiscated my legitimately won funds and banned my account without providing clear evidence or explanation.

My request:

To return the deposit of approximately $110 in XRP which was sent without MEMO.

To return my winnings of about $440 in total (I cannot state the exact figure, since my account was already banned, but it was in that range).

To either unblock my account or provide transparent proof of any alleged violation.

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear OlgaVI,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Gamdom Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Has the casino acknowledged the arrival of your deposit?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?  
• Could you please advise if you have passed the KYC verification?

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

Best regards,

Katarina

Yes, the casino confirmed my deposit and already said that they were ready to return the money to the original address. While I was waiting, they also confirmed my other deposits, with which I played games fairly and at my own risk, and I won $400. So, I won $400, and in addition, they were supposed to return the money that I accidentally sent to them without a memo because I got confused.

No, there is no possibility of that. I don’t know for what reason they acted this way.

Yes, I submitted my documents for verification and afterwards I received a ban, as they said that it was another person and not me, which is extremely upsetting on their part.

Dear OlgaVI,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

hello! sent please check email

Dear OlgaVI,

thank you for your reply and your email.

Do I understand correctly that your deposit of $110 in XRP has not been returned to you yet?

Could you please forward the documents you used for your verification at this casino? Kindly send it to my email katarina.d@casino.guru.

Looking forward to your reply,

Katarina

Yes, not only did they fail to return the money that they were supposed to refund even without identity verification, but they also blocked the $400 that had been deposited into the casino in XRP (I was playing while waiting for the identity check) and I played fairly in Crazy Time by Evolution. But they went as far as blocking the entire account and refused to pay out the funds, including the $110 refund in XRP. I am using translator to talk here. Sent to your email.

Dear OlgaVI,

thank you for your reply and your email.

To ensure accurate verification of your account, could you please provide an alternative form of identification? The document you submitted was issued in 2011, and as appearances can change over time, a more recent ID would be preferable.

Do you own a drivers license or a passport, that could be used, please?

Looking forward to your reply,

Katarina

Hi, I don't have any other identification cards in the country where I live, my passport is the most important document. I can take new photos if you need, I don't quite understand how the fact that my passport was issued in 2011 will somehow affect this? I can't get it every year. The dialogue has been going on for an extremely long time and i am waiting for your answer and answer from casino for 10 days. I am ready to take new photos if the casino gives me back and returns my funds, but it ignores any of my messages. Please help me already.

Dear OlgaVI,

thank you for your reply.

Unfortunately, I am worried that if you cannot provide a more recent ID, I am not sure we can help you with your complaint. Since your current ID is so dated the casino has a reasonable doubts about the legitimacy of this document. Please remember that online casinos have very limited ways of insuring the funds are paid to the rightful owner and that all the rules are followed. That is the reason you are having problems with your verification. Is there any way you can obtain a new picture ID in the place you currently reside in, please? Otherwise I am worried we have our hands tied.

Looking forward to your reply,

Katarina

Dear OlgaVI,

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,
Katarina
Casino.Guru