Gamdom Casino - A conta do jogador foi reativada indevidamente.

Dear Casino Guru

I am writing to file an official complaint regarding a severe breach of the Responsible Gambling policy from Gamdom and a failure in there duty of care as a licensed gaming operator.

In the past, I permanently closed my account with Gamdom due to gambling-related issues / for self-protection (choose which applies). Despite this permanent self-exclusion, the platform recently allowed me to register a brand-new account, deposit funds, and gamble.

This new account was created using the exact same personal details as my previously excluded account:

First Name:

Last Name:

Phone Number:

Deposits methods: The same bank used / Skrill account

Under the regulations of your gaming license, they are legally required to maintain effective screening systems to prevent self-excluded players from re-registering. The fact that your system accepted a new registration with the exact same name and phone number is a direct and serious violation of your own Responsible Gambling protocols and licensing conditions.

My Demand: Due to this gross negligence and the failure of there KYC (Know Your Customer) and social responsibility controls, I demand a full refund of all deposits made on this new account. The total amount to be refunded 3500,-

Please escalate this matter immediately to your compliance or legal department. I expect a formal response and a confirmation of the refund within 7 business days.

If this matter is not resolved satisfactorily, I will proceed also in contacting Anjouan Gaming

I look forward to your prompt response.

Sincerely,

Thomas

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Stay safe.

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.

• When exactly did you create your original account at this casino, and when exactly did you request to be self-excluded? Please forward me your self-exclusion request for the original account, along with the casino's response and all subsequent communication confirming the closure of this account, at veronika.f@casino.guru.
• Was your first account at this casino fully verified?
• When exactly did you create your second account? Have you completed the full KYC verification for this account, or at least submitted any identity documents to the casino for verification?
• Did you contact the casino after creating your second account and losing your deposits to request a refund? If so, what was the casino's response?

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

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Trustworthly,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika