Gamdom Casino - Probleme mit dem Spielerkonto führen zu Forderungen nach Rückerstattung.

Hello,

I am writing a complaint about Gamdom Casino. The reason for the complaint is the following important reason :

I received promotional offers by email, so I logged into this casino and initially paid a sum of €50.00 using Pulsegiftcard. When I wanted to verify my profile, I noticed that I could not select Germany as an available country, I contacted support and asked why this was the case, and the answer I received was:

Unfortunately, due to country regulations, Germany is restricted and is not available in the list of KYC countries. However, you can still play, deposit, and withdraw without being verified.

We only ask for identification documents in some cases for regulatory purposes.

So I continued playing and didn't think anything of it. I then read the terms and conditions again and found the following:

People living or having a permanent or temporary residence in these countries are not entitled to register the player's account on Gamdom.com, or the use of service Gamdom.com:

Aruba, Austria, Australia, Bonaire, Curacao, French Guiana, French Polynesia, Germany, Guernsey, Gibraltar, Hungary, Isle of Man, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Netherlands, Spain, Sweden, United States, United Kingdom.

In my opinion, Eva's statement was made in such a way that the casino gets my money; if I won, the winnings would be declared void. Eva had the opportunity to say: players from Germany are not welcome. Casinoguru also says exactly the same thing, that Gamdom does not accept players from Germany. However, I found this out later. Furthermore, I cannot explain why an account with the name Hundi1312 exists, because when I click on the top right I cannot create an account. See the screenshot with the name Error. The casino expects the player to adhere to the terms and conditions, so you must also expect the support to fairly implement the casino's terms and conditions strictly. The Casio does not adhere to its own terms and conditions.

I have never used a VPN.

The screenshot No Refund shows the rejection of a refund, but this screenshot contradicts Eva's statement.

17 emails were written to clarify the matter - but without success.

I accuse the casino of the following:

Violation of KYC - In my opinion, this is important to prevent money laundering or similar.

Support should have prohibited gaming

I demand:

Refund of transactions including fees.

Total value: €393.67

I request mediation in this matter.

Thank you!

Hallo,

ich schreibe eine Beschwerde über Gamdom-Casino. Der Grund der Beschwerde ist folgender wichtiger Grund:

Per E-Mail erhielt ich Werbeangebote, dementsprechend loggte ich mich in diesem Casino ein, und zahlte anfangs eine Summe in höhe von 50,00€ per Pulsegiftcard ein. Als ich mein Profil verifizieren wollte, stellt ich fest, dass ich Deutschland als verfügbares Land nicht auswählen konnte, ich kontaktierte den Support und fragte warum es denn so ist, als Antwort kam folgendes:

Unfortunately, due to country regulations, Germany is restricted and is not available in the list of KYC countries. However, you can still play, deposit, and withdraw without being verified.

We only ask for identification documents in some cases for regulatory purposes.

Somit habe ich das Spielen fortgesetzt, und dachte mir nichts weiter dabei. Ich las im Anschluss nochmals die AGB und habe folgendes festgestellt:

People living or having a permanent or temporary residence in these countries are not entitled to register the player's account on Gamdom.com, or the use of service Gamdom.com:

Aruba, Austria, Australia, Bonaire, Curacao, French Guiana, French Polynesia, Germany, Guernsey, Gibraltar, Hungary, Isle of Man, Jersey, Liechtenstein, Luxembourg, Martinique, Reunion, Mayotte, Netherlands, Spain, Sweden, United States, United Kingdom.

Aus meiner Sicht, ist die Aussage von Eva so getroffen wurden, dass das Casino mein Geld bekommt, im Falle eines Gewinnes wären die Gewinne für nichtig erklärt wurden. Eva hätte die Möglichkeit gehabt, zu sagen: Spieler aus Deutschland sind nicht willkommen. Genau so steht es auch bei Casinoguru, dass Gamdom keine Spieler aus Deutschland akzeptiert. Jedoch habe ich dies er später erfahren. Ferner kann ich mir nicht erklären, warum ein Konto mit dem Namen Hundi1312 existiert, weil ich wenn ich oben Rechts klicke kein Konto erstellen kann. Siehe Screenshot mit dem Namen Error. Das Casino erwartet vom Spieler, dass er die AGB einhält, da muss man dann auch vom Support erwarten, dass das Casino fairerweise auch die AGB strikt umsetzen. Das Casio hält sich nicht an die eigenen AGB.

Einen VPN habe ich zu keinem Zeitpunkt genutzt.

Der Screenshot No Refund zeigt die Ablehnung einer Erstattung, dieser Screenshot spricht jedoch gegen Evas Aussage.

Es wurden 17 Mails zur Klärung geschrieben - jedoch ohne Erfolg.

Ich werfe dem Casino folgendes vor:

Verstoß gegen das KYC - Dies ist aus meiner Sicht wichtig um Geldwäsche oder ähnlichem vorzubeugen.

Der Support hätte das Spielen untersagen müssen

Ich fordere:

Erstattung der Transaktionen inklusive der Gebühren.

Gesamtwert: 393,67 €

Ich Bitte um Vermittlung in dieser Angelegenheit.

Vielen Dank!

Dear User007,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please understand that, according to our company policy, we are unable to assist in cases where a player from a restricted jurisdiction successfully registered, deposited funds, and lost them during regular gameplay. We only handle complaints where a player from a restricted jurisdiction was allowed to register, deposit, and play, but upon winning and attempting to withdraw their winnings, the casino blocked the account and confiscated the funds due to the player’s location.

If the primary basis for your request is that the casino should not have allowed you to register and deposit funds, I regret to inform you that we cannot persuade the casino to refund the full amount you lost in regular gameplay. Ultimately, it is at the casino’s discretion to decide whether to issue a refund—either in full, in part, or not at all.

Please let me know if there is anything else we can assist you with. Thank you for your understanding.

Best regards,

Veronika

Hello,

Thank you for opening the complaint.

It must have been in 2024 when I opened an account or had it opened. Because when I clear my browser cache now, the following message appears:

It would also not be possible to create a new account:

I only noticed the above when a payment via Pulsegiftcards didn't work, the support said to delete the cache etc. Only then did I receive the message not available in Germany etc.

The website must have been freely accessible at that time, otherwise I cannot explain registration. Furthermore, I did not have the opportunity to fill out my profile with my personal data, which is why I contacted support.

In the verification section the following is written:

Due to AML laws we're required to ask for some details to verify aspects such as: Who you are, Source of funds and more. The information we gather is for the benefit of Gamdom and yourself. All data is 100% secure, however is checked against our system and internally verified to allow the best experience when playing on Gamdom.

It is a legal obligation to

This contradicts the following statements from support (live chat)

Unfortunately, due to country regulations, Germany is restricted and is not available in the list of KYC countries. However, you can still play, deposit, and withdraw without being verified.

We only ask for identification documents in some cases for regulatory purposes.

So the support team encouraged me to play, even though my personal data was not stored in my profile and my identity had not even been established.

The casino interprets the terms and conditions arbitrarily, so that the casino has an advantage in every case.#

The claim for reimbursement is therefore justified and the complaint must be accepted.

Hallo,

vielen Dank für die Eröffnung der Beschwerde.

Es muss im Jahr 2024 gewesen sein, wo ich ein Account eröffnet habe oder eröffnet wurde. Denn wenn ich jetzt meinen Browsercache leere kommt folgende Mitteilung:

Es wäre ebenfalls nicht möglich, einen neuen Account zu erstellen:

Das oben genannte stellte ich erst fest, als eine Zahlung via Pulsegiftcards nicht funktionierte, der Support meinte, lösche den Cache usw. Erst dann erhielt ich die Meldung in Deutschland nicht verfügbar etc.

Zu diesem Zeitpunkt muss die Webseite frei zugänglich gewesen sein, anders kann ich mir eine Registrierung nicht erklären. Ferner hatte ich nicht die Möglichkeit, mein Profil mit meinen persönlichen Daten auszufüllen, aus diesem Grund Kontaktierte ich den Support.

Im Bereich Verifikation steht folgendes geschrieben:

Due to AML laws we’re required to ask for some details to verify aspects such as: Who you are, Source of funds and more. The information we gather is for the benefit of Gamdom and yourself. All data is 100% secure, however is checked against our system and internally verified to allow the best experience when playing on Gamdom.

Es ist von einer gesetzlichen Verpflichtung die Red

Dies widerspricht sich mit folgenden Aussagen vom Support (Livechat)

Unfortunately, due to country regulations, Germany is restricted and is not available in the list of KYC countries. However, you can still play, deposit, and withdraw without being verified.

We only ask for identification documents in some cases for regulatory purposes.

Man wurde also vom Support ermutigt zu spielen, obwohl weder meine persönlichen Daten im Profil hinterlegt sind noch überhaupt meine Identität festgestellt wurde.

Das Casino legt die AGB willkürlich aus, so dass das Casino in jeden Fall einen Vorteil hat.#

Der Rückerstattungsanspruch ist daher gerechtfertigt und die Beschwerde zu genehmigen.

Thank you for providing more details about your case. I understand your frustration, but as I mentioned in my previous reply, according to our policy, we cannot assist with refund requests when a player has used funds in regular gameplay, as is the case here.

You were able to deposit and play with the €50.00, which is considered normal gameplay activity. Since there were no issues with withdrawing winnings (and your complaint does not concern blocked withdrawals), you are not eligible for a refund. Our policy only covers cases where a player from a restricted jurisdiction deposits funds, plays, wins, and then encounters problems withdrawing their winnings.

Unfortunately, because your complaint relates to playing with deposited funds from a restricted country without any issues, we are unable to take further action.

Thank you for your understanding. Should you experience any issues with this or any other casino in the future, please don’t hesitate to contact us.

Best regards,

Veronika