Gamdom Casino - Der Rückerstattungsantrag des Spielers wurde abgelehnt.

Gamdom refused to refund my losses even after their system failed to enforce my self-exclusion. I self-excluded on Sept 4 and was able to create a new account just 4 days later, using the same device, IP, and deposit method. When I requested a refund, they closed the case and told me to get a lawyer. This is not responsible gambling — it’s negligence."

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 Kringo24, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

• Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  
• On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problem). 

Could you please specify the reason for closing your account as having gambling problems? Would you be so kind as to forward me the self-exclusion requests that you sent to the casino? My email address is natalia.b@casino.guru. 

Thank you very much in advance. 

Best regards, 

Natalia

Dear Kringo24,

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,
Natalia
Casino.Guru