Gamdom Casino - プレイヤーのアカウントは禁止され、残高は没収されました。

2 weeks ago (9th of july 2024) I deposited 85,000$ on gamdom and got lucky playing blackjack and some crazy time and managed to cash out 350,000 $ which they processed without any problem. I decided to keep on playing and deposited again, and got a balance of 1.35m $ playing big hands on blackjack (400k total deposit). When I tried to withdraw half of the balance, it showed as pending for a few hours and eventually got denied. Reached out to gamdom support and they demanded KYC, proof of address, a selfie with dates etc, which I happily provided within minutes. They said they needed to make sure there was no cheating before processing the withdrawal since it’s a large sum (makes no sense since I was playing live evolution blackjack). Kept on playing some crazy time for 30 minutes or so, and then the account got banned without any warning. I’ve been trying to figure out what’s happening for two weeks now and their standard reply is that the investigation is under review and they’ll let me know when it comes to a conclusion. I have had no ETA on when it will end, no reason for the ban, and no type of relief given my 1.35m $ is locked with them and I suspect they’re doing this to get out of paying it (like they did to other high roller players, takes a simple google search to see how they treat their high rollers)

Dear watersound11,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem with Gamdom Casino and understand your concern. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please confirm that you passed the full KYC verification and that all your documents were successfully approved?

Do I understand correctly that you accumulated your winnings playing live blackjack and Crazy Time only?

Has the casino informed you if the review concerns your identity documents or your gameplay?

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

• I submitted KYC 15 days ago, I’m banned since then and have no idea if it’s approved or not, this was there response when i emailed them that i submitted all documents: "Thanks, I will now escalate your account to the relevant team for further review and once they've provided some feedback you will be notified promptly"
• 95% of the balance was accumulated from live blackjack/crazytime, i also bought a few bonus buys that won me a much smaller amount
• The review started before i even submitted my documents. After co-operating with them and doing everything they asked for, they still banned me without informing me about the reason for the ban, they stay vague with their answers and send me an automated response and have recently stopped replying to my emails completely

Thank you for your reply. Have you received any updates regarding the investigation? If the casino contacted you, please forward me the email and any other relevant communication at veronika.l@casino.guru.

Today marks 3 weeks since i’ve been banned. I contact them everyday and this is the latest typical robotic response they gave me: "Hi there,

Thank you for your patience.

We wanted to let you know that we have reached out to the appropriate department who is currently handling this matter. 

They have assured us that they will be providing us with feedback soon. We understand that this process can be lengthy and intricate, but please know that we will keep you updated as soon as we receive any feedback. 

Thank you for your patience and we wish you all the best.

Kind regards,"

Thank you very much, watersound11, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, watersound11,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Gamdom Casino team,

Could you please provide us with the status of the user's account checks? What is the estimated time frame for finishing it?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate it with relevant evidence?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Hello,

We regret to inform that his account on our platform has been banned and the remaining balance has currently been blocked. This action has been taken as part of an ongoing investigation to ensure regulatory compliance with our terms and conditions, which are designed to maintain a fair and secure environment for all users.

We understand that this may be disappointing and inconvenient but we are working around the clock to ensure there are no rules being broken on either side of this transaction. Once we have concluded our investigation, all information will be divulged to the player in question on next steps.

Due to sensitive information, I cannot post direct details, but if CasinoGuru would like this information I am more than willing to share this in DM.

Felix

Dear Gamdom Casino team,

Thank you for the update.

Although I do not understand what details we are talking about since you claimed, if I understood correctly, that the investigation is still ongoing, feel free to share any or all the necessary details via the email I stated above (branislav.b@casino.guru).

Feel free to inform us when the email is sent. Then we can decide how to proceed further.

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Branislav,

Providing a response here as a detailed email has been sent to the address indicated on the 26th. Thank you.

To clarify: The amount is in USDT (crypto), not USDC (my mistake)

USDT and $USD have the same value, my total deposits were worth $400k, the win was $1350k, almost 3x my initial deposit.

I registered on the 9th of july, played a good 4-5 hours of high roller blackjack and crazy time.

After my successful $350k withdrawal, I decided to play again and re-deposited the initial $400k and all of my profits (through multiple deposits).

What is funny is that they accepted all of my deposits, successfully let me withdraw $350k, accepted all my re-deposits, and only when i won big and tried to withdraw, did the system "flag" the deposit.

All deposits all withdrawals were made through the same USDT address (crypto).

Origin of funds has been sent already to casino owner by email 1 month ago, no reply from them at all since then.

I’d like to add that on August 3, they said it would take 2-4 weeks for the review to end, which by now should be over.

Also, the casino claims the information is so confidential yet shared private information with his friends, as well as random people who DMed him on twitter. I’ve also been victim to wrong accusations made by them, without asking me for any information or clarification whatsoever, which isn’t what I expected from a "reputable"casino this size.

Please check the other complaint that was made last year on Gamdom where a player had his $950k confiscated and they started accusing him of cheating, then when they couldn’t prove it, they accused him of something else. These are filthy tactics that this casino has been using, and it’s obvious they do not intend on paying.

Alright, the disputed amount was corrected to USDT. Thank you for additional information.

Can you please forward the communication/email with the origin of funds with all the documents you sent to the casino to my email (branislav.b@casino.guru)?

Kindly check your email

Thank you for your email, watersound11.

Dear Gamdom Casino team,

Any news or updates regarding the matter, please?

We would like to ask the casino to reply to this complaint. We are extending the timer. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Branislav,

I have sent you an email just now stating the current status of our investigation.

We are working diligently to make this process as smooth as possible. Please let me know if there is any further information that is needed. Thank you!

Thank you for your email, Gamdom Casino Team. Feel free to inform us about any further updates or progress.

Dear watersound11,

Since I asked you about the source of funds you deposited to the casino but received only general and incomplete answers, I have similar questions again to clarify the situation.

You stated that you provided the casino with proof of you buying your crypto to make deposits, which you sent over by email, and that no formal request for a source of funds or documents has been made by the casino. Regardless of what you sent to the casino or not, or regardless of whether you were requested for anything or not, it does not change the fact we need to know more about it anyway for the purpose of investigation on our side.

So, can you finally clarify your source of funds? How did you buy your crypto, where did your deposited funds originate, and can you provide me with all the necessary documents proving your claims regarding the source of the deposited funds?

Feel free to forward everything necessary to my email (branislav.b@casino.guru).

Mr branislav, what investigation do you need to do if the casino itself has not asked for source of funds yet? I would like to know why the casino has not given me any feedback yet and it's been almost 3 months when they said it would take 2-4 weeks? Why aren’t they asking for source of funds? Shouldn’t those be the questions asked to the casino? Are they waiting for you to ask for the source of funds, and once they see that everything checks out, they will try to find a different reason to get out of paying me? Rest assured i have no problem sending all my documents, however, if i send them right now, and the casino sees that everything checks out, they will try to find a different reason to get out of paying me, just like they did to the previous winner of 950,000$ that opened a complaint on casino guru, they kept on changing accusations. Since the casino is making us wait anyways, I would rather they formally ask for it, and then i’m happy to forward everything to you as stated in my previous email. I hope you understand.

Branislav, please read my response carefully once again and try to understand it as it appears you didn’t understand a single word.

Alright, watersound11. Let's do it a bit differently now.

I tried to explain to you our processes and options for how we could move forward with the matter (not only once), without the need for the casino's help. You failed to answer my questions and provide the necessary clarification I requested, while I clearly warned you what it would mean.

Now, please go through my previous posts and questions directed to you, and provide the requested answers/details/clarification/documents.

Please note this is the last call to provide the requested and your next post (or no reaction) will decide what will happen with the case.

Thank you for understanding. Looking forward to hearing from you.

source of funds was sent to gamdom. i forwarded the email to branislav

Thank you for your email and all the provided documents/evidence.

However, can you somehow show me anywhere in the provided details a connection between them and deposits/withdrawals you made at Gamdom Casino, or clarify how you deposited to the casino? Unfortunately, I can see how you earned some crypto a few years ago, but it does not explain how you got them to the casino this year. If I overlooked anything, feel free to correct me. You can send me another email with additional details.

In the meantime, I will discuss the matter internally with the team and will let you know about the results of the discussion.

Thank you.

i just sent an email clarifying the connection to gamdom

Dear watersound11,

I am sorry for the delay.

There was communication between me and the casino representative outside the thread, so I was waiting also for further details from the casino, and in the meantime, I received an update.

Although you were likely informed about it by the casino itself or you found it out, I am here with hot news.

Your disputed winnings should have been paid out in full.

Can you please provide us with an update and/or confirm your winnings were successfully credited to your payment method?

Thank you. Looking forward to hearing from you.

full amount was paid with an extra 60k$ for the wait, thank you!

What great news, watersound11!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Thank you, Gamdom Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.guru