Gamdom Casino - プレイヤーの撤退が遅れています。

I have been waiting for more than a MONTH for my withdrawal.

They asked me to do KYC, which I did.

I sent them everything they asked for.

They are saying they need KYC documents from other linked accounts.

I have no idea what they are talking about and why that would have anything to do with my account.

I have provided what they asked for. I have made a withdrawal. Process my withdrawal. I have nothing to do with these other people and their accounts. On what grounds should other people not providing their KYC documents constitute them withholding my funds for more than a month?

Please help me retrieve my funds.

Dear zapros,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

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?

Have you accumulated your winnings with or without an active bonus?

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,

Dominika

Hello.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino? - No chance

Could you please advise if you have passed the KYC verification? - Yes

Have you accumulated your winnings with or without an active bonus? - No active bonus

It must also be mentioned that almost the entire sum being withheld is my deposit which was 12400 euros.

Dear zapros, did you deposit using a payment method registered in your name?

Did you use a VPN?

Did you deposit this amount at once? Could you please elaborate on the disputed amount?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

Dear zapros, did you deposit using a payment method registered in your name? - I used cryptocurrency

Did you use a VPN? - No

Did you deposit this amount at once? Could you please elaborate on the disputed amount? - I deposited 12616.87 euros at once. I won a little and my balance became 15932.64 euros. I made a withdrawal and then all the trouble started. The disputed amount is 15932.64 euros.

I have now sent you screenshots of my communication with the casino at the mail you provided.

Thank you.

Dear zapros, do I understand correctly that you would like to withdraw your whole account balance?

Have you completed the wagering requirements of the deposited amount?

Some casinos require deposit wagering of 1x, some 3x, but you can find casinos with even higher wagering requirements for deposited money.

Dear zapros, do I understand correctly that you would like to withdraw your whole account balance? - Correct

Have you completed the wagering requirements of the deposited amount? - Yes, I have

Dear Casinoguru, please help me further this message in case I am ignored by the Gamdom support team, something which has become the norm.

Dear Gamdom Support Team,

I am writing to address the outrageous and indefensible delay in processing my withdrawal of €15,942, which includes €12,616 of my personal deposit. It has been over a month since I initiated my withdrawal request, during which time I have provided all requested Know Your Customer (KYC) documentation to verify my account. Despite my full compliance, you continue to withhold my funds without any valid justification.

Your latest communication citing the need for KYC documents from alleged "linked accounts" is not only irrelevant but entirely baseless. I categorically state that I have no affiliation with, nor am I responsible for, any other accounts on your platform. This vague and unsubstantiated accusation is clearly being used as a pretext to delay or deny my rightful withdrawal.

The fact that €12,616 of the withheld amount is my own deposit, not winnings, makes this situation even more alarming. Your actions not only violate the principles of fairness and transparency required of licensed gaming operators, but they may also constitute illegal withholding of funds under applicable financial and consumer protection laws.

Key Issues

Unlawful Withholding of Funds: You are withholding not just my winnings but also my personal deposit. This is a blatant violation of basic contractual obligations between a platform and its users.

Lack of Evidence: Your accusations of "linked accounts" are unsupported by any evidence. If you have legitimate proof to substantiate these claims, I demand that you present it immediately.

Breach of Regulatory Obligations: As a licensee under Curaçao eGaming regulations, you are required to process withdrawals in a timely and fair manner. Your continued refusal to release my funds without valid cause demonstrates a disregard for your licensing obligations.

Formal Demands

I demand the immediate release of my full withdrawal amount of €15,932, including the €12,616 deposit, without further delay. This issue must be resolved by five days. If this matter is not fully resolved within the stated timeframe, I will have no choice but to escalate the situation in the following ways:

Regulatory Complaint: I will file a detailed and formal complaint with Antillephone N.V., your licensing authority. This complaint will outline your noncompliance with Curaçao eGaming standards, including the unjustified withholding of funds and the use of vague accusations to obstruct player withdrawals.

AML and Financial Authorities: I will escalate this matter to Anti-Money Laundering (AML) authorities and financial regulators in Curaçao and Lithuania. The misuse of AML protocols to unjustly withhold funds will be highlighted, and your payment processing practices will come under scrutiny.

Global Exposure: I will ensure that your actions are documented and shared publicly. This will include submitting my case to prominent mediation platforms such as Casino Guru, Askgamblers, and ThePogg, as well as posting comprehensive reviews on forums, social media platforms, and gaming watchdog websites to warn other players about your practices.

Legal Action: I will engage legal counsel to pursue action against your company and its subsidiaries. This may include reporting your activities to relevant authorities for violations of consumer protection laws, financial regulations, and AML requirements. Your parent company, Smein Hosting N.V., and its Lithuanian subsidiary, Vilnius IT Solutions UAB, will be named as responsible entities.

Legal Violations and Consequences

Your refusal to process my withdrawal despite my compliance with KYC requirements, compounded by your unsupported accusations of linked accounts, constitutes a serious breach of your own Terms of Service and applicable laws. Holding my own deposited funds hostage, without evidence of wrongdoing, may result in the following legal implications:

Regulatory Penalties: Regulatory authorities in Curaçao have the power to impose fines, suspend licenses, and investigate gaming operators who violate the rights of their customers.

Reputational Damage: Public exposure of your actions will deter potential customers from trusting your platform, causing long-term harm to your business.

Legal Accountability: Withholding player deposits without cause can be deemed fraudulent and may result in severe financial penalties or legal judgments against your company.

Final Warning

This is your last opportunity to resolve this matter amicably. I demand:

Immediate release of my €15,942 withdrawal in full, including the €12,616 deposit.

Dear Casino Guru Team,

I am writing to formally lodge a complaint regarding the actions taken by Gamdom, where €4,300 in legitimate winnings have been confiscated from my account without sufficient explanation or evidence.

Today, I received the following communication from Gamdom:

"As per our relevant department, I’d like to inform you that due to fraudulent activities linked to our sportsbook, associated winnings have been removed from your account."

No specific details or evidence regarding the alleged "fraudulent activities" have been provided, and this explanation is vague and insufficient. As a player, I have always acted in good faith and adhered to the platform’s terms and conditions.

I have requested the following information from Gamdom to resolve this matter fairly:

1. Detailed evidence of the alleged fraudulent activity.

2. A clear explanation of how my account is allegedly linked to this activity.

3. Reference to the specific terms or conditions that justify this confiscation.

Unfortunately, I have not received any substantive response from Gamdom addressing these points. The lack of transparency and justification is deeply concerning, and I believe this action is both unjust and unwarranted.

I am seeking Casino Guru’s assistance to mediate this dispute and ensure that Gamdom provides the necessary evidence or reinstates my confiscated winnings.

Thank you for your time and support in this matter. Please let me know if you require any additional details or documentation from my end.

Dear zapros, did you only bet on sports, or did you also play casino games?

I have played both slots and sports.

Thank you very much, zapros, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, zapros,

I am sorry to hear about your trouble and apologize for the delay. 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 explain the player's situation in more detail? Why was the user's account disabled for withdrawals?

Can you put things in perspective and provide us with more details regarding the complainant's account and the linked account?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Hello Branislav,

Our sportsbook had identified this player via bet value, frequencies, and bet types with another user that was flagged to several other accounts marked to a high abuse category. The sportsbook made the decision to extremely limit this users account, therefore, to counter further losses from this abuse group, we have confiscate any winnings where balances remain and have allowed every flagged player to withdraw their deposit with zero losses. Due to these negative intersects which happens to extend to IP/region, we decided to side with the sportsbook decision and act accordingly.

This user in question made a deposit of $12,988.48 via USDT and has withdrawn that same value out via BTC. The total winnings confiscated was $3,429.82.

We have strong suspicion to believe that based on the facts given to us via our sportsbook that this player broke our Terms of Service via "co-operation, collusion or organisation of bets from the same source."

Dear Gamdom Sportsbook Representative,

I am writing to formally contest your decision to confiscate my winnings of $3,429.82 based on vague allegations and without concrete proof of wrongdoing. Your justification for this action is both unfounded and unfair, and I will outline why below.

1. Unjustified Confiscation While Allowing Full Withdrawal of My Deposit

Not only did you confiscate my winnings without cause, but you also initially refused to return my own deposit of $12,988.48 until I threatened to take action. Only after I pushed back did you allow me to withdraw my funds.

This raises serious concerns about your business practices. If I had truly violated your terms, you would have had grounds to seize all funds, including the deposit. Instead, you selectively confiscated only my winnings, which strongly suggests this was a profit-driven decision, not a legitimate enforcement of rules.

You acknowledge that I deposited $12,988.48 and was able to withdraw that full amount. This alone proves:

You found no fraudulent financial activity on my account

My deposited funds were legitimate

My gambling was accepted in good faith

If my deposits were legitimate, my winnings must also be legitimate. Confiscating only the winnings while allowing deposit withdrawals is clear selective enforcement, designed purely to protect the sportsbook’s bottom line.

2. No Violation of Terms & Conditions

Your accusation references "co-operation, collusion or organisation of bets from the same source." However, you fail to provide:

Any direct evidence of my involvement in such activities

Any specific T&C clause I allegedly violated

If you have any logins, messages, or financial links proving these accusations, I demand you produce them. Otherwise, your decision remains arbitrary and in violation of fair play principles.

3. Lack of Evidence for "Abuse" or "Collusion"

Your email states that my account was flagged due to "bet value, frequencies, and bet types" resembling another user’s activity. However, similarity in patterns does not equate to collusion. This is a flimsy and subjective standard for confiscating legitimate winnings.

Additionally, I have never communicated, shared accounts, or coordinated in anything with any other player. If you claim otherwise, I request clear and documented proof—not just assumptions.

4. Violation of Fair Business Practices & Potential Legal Recourse

Your actions raise serious concerns regarding fairness and consumer rights. If my rightful winnings are not reinstated, I am prepared to escalate this matter by:

Filing a formal complaint with your regulatory body

Seeking arbitration through a gaming fairness commission

Exploring legal options for fraudulent confiscation of funds

I urge you to reconsider this unjust action and immediately reinstate my winnings. If this was a misunderstanding, I am open to discussing it further and providing any information necessary to clear my name.

This issue directly concerns the casino's overall business practices, fairness, and withdrawal policies.

1. The Confiscation of Winnings Was a Casino Decision, Not Just a Sportsbook One

The casino itself made the final decision to seize my funds—not the sportsbook alone.

The casino’s support team informed me that they sided with the sportsbook in confiscating my winnings, meaning the action was endorsed and executed at the casino level.

2. My Deposit Was Initially Withheld Until I Threatened Action

The casino initially refused to return my own deposit of $12,988.48, only allowing me to withdraw it after I pushed back.

This is a clear case of unfair treatment by the casino, not just a sportsbook policy enforcement.

3. Selective and Arbitrary Confiscation

The casino allowed me to withdraw my full deposit, which means they did not consider the funds to be fraudulent.

However, they only confiscated my winnings, which suggests selective enforcement aimed at minimizing payouts rather than enforcing any legitimate rule.

If I had truly violated terms, the entire balance should have been seized, but this selective approach proves this is a financial decision rather than a true violation of rules.

4. This Affects the Casino’s Trustworthiness and Fairness as a Whole

This situation sets a dangerous precedent for all players, where the casino can arbitrarily seize winnings while allowing deposits to be withdrawn.

The lack of clear proof or transparency shows that the casino is acting in bad faith, which should concern all players—not just those using the sportsbook.

Since this is an issue of withdrawal rights, fund confiscation, and fair treatment across the entire platform, it is not just a sportsbook matter. Therefore, I request CasinoGuru’s involvement in ensuring that this casino follows fair and transparent business practices.

I appreciate your time in reviewing this case and look forward to your assistance.

Thank you both for your replies. The disputed amount was updated to 3,429.82.

Dear Gamdom Casino team,

Can you please additionally provide me with a more detailed explanation and send me as much evidence as possible to support your claims regarding the user's play and possibly linked accounts/users, and the sportsbook's statement?

Feel free to send everything to my email ([email protected]).

Thank you.

Hello Branislav,

Information has been sent to the email you listed as requested.

Please let us know if there is any further information needed. Thank you!

Dear zapros,

After reviewing all the details/documents from the casino, it was sufficient to reach a final decision on our part.

As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information, it is clear that the allegations mainly relate to sports betting play and similarities/matches of your play (besides other data) with linked accounts. Therefore, I am forced to close your complaint as 'rejected'.

I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, ADR, or directly to the authority that regulates the casino.

If you have any questions, feel free to write me via e-mail ([email protected]).

Thank you very much for your understanding, and sincerely wish you good luck in resolving your issue.

Thank you, too, Gamdom Casino Team, for cooperation and all the provided information/details!

Best regards,

Branislav, Casino.Guru