Gamdom Casino - Jogador busca reembolso após atraso por autoexclusão.

Dear Casino Guru Team,

I’m reaching out to file a formal complaint regarding Gamdom Casino and a recent failure to honor my request for permanent self-exclusion, which resulted in significant financial and emotional harm.

After winning $3,000 in profit, I recognized that my gambling behavior was becoming unhealthy, and I immediately contacted Gamdom via live chat to request a permanent self-exclusion. Unfortunately, my request was ignored — no confirmation was given, and no action was taken. Believing they would act on my request, I went to sleep, assuming my account would be blocked by the time I woke up.

However, the next morning, my account was still active. Despite my clear request to be excluded, I was still able to log in, deposit funds, and gamble. Sadly, I relapsed and lost what I had won — exactly the situation I was trying to avoid by requesting the exclusion in the first place.

It wasn’t until nearly 10 hours after my initial request, when I contacted them a second time, that they finally processed the exclusion — within minutes. This delay goes against the principles of responsible gambling and, in my opinion, represents negligence on the casino’s part.

I’m seeking your assistance in holding Gamdom accountable and respectfully request that they refund the losses that occurred after my original exclusion request.

Thank you for your time and help in resolving this matter.

Sincerely,

Sati. 

Dear sati725,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Gamdom Casino.

I checked the casino's responsible gambling section and found this: https://gamdom.com/responsible-gambling

How Can I Take a Break from Gaming?

Taking a break can be beneficial for maintaining a balanced gaming experience. Gamdom offers a self-exclusion tool for players who wish to step away for a set period. Here's how to activate self-exclusion:

Log into your Gamdom account and click on the Gamdom crown in the top right corner.

Navigate to "Settings" from the dropdown menu.

Select the "Self-Exclusion" option on the right side of the screen.

Choose a duration of 1, 5, or 8 days and confirm your request.

Once activated, deposits and gameplay will be temporarily restricted, though you can still withdraw funds by contacting support.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you tried activating this option in your account recently or in the past?
• Could you please share with me your self-exclusion attempts when contacting casino support? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. Be sure to include responses from the casino.

Thank you very much in advance for your reply.

Best regards,

Tomas

Hi,

I’ll be submitting all this in a few hours. Sorry I’ve been dealing with a loss.

sincerely,

Hi,

Ive sent an email, have you received everything? Thanks!

Dear sati725,

I am sorry,

But the evidence you provided only shows that the casino offered you a self-exclusion tool, contradicting your initial claims.

Could you please advise whether your account is currently closed or whether a self-exclusion is applied to your account?

Please let me know.

It had an error when I tried and also I asked them for a permenant self exclusion. However they never completed it. I wanted permenant to stop myself forever.

Thanks for your reply.

Could you please advise when you experienced the error when using the tool? Was it after you contacted live chat support, in the evening?

If your account is still open, I recommend you contact casino support via email support@gamdom.com and request a permanent self-exclusion due to gambling addiction, as discussed earlier, using the following template:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

Greetings Gamdom Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

If your request is not followed up on, be sure to contact the casino about the request via live chat. Make sure you are speaking with a live agent.

Dear sati725,

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,
Tomas
Casino.Guru