Gamdom Casino - La cuenta del jugador ha sido baneada sin explicación.

Hello, my account was banned without a valid reason, simply because the casino refuses to pay me my winnings. There were also $39 of my own deposited funds and $107 that I honestly earned by playing with free spins. I registered at the casino through a streamer and received free spins. After playing fairly in modes such as Crash and Roulette, and often going all-in, I managed to turn a small slot win from those free spins into $107. To withdraw these funds, I used my own email and made a deposit. Afterwards, I was asked for KYC documents. Then I was suddenly asked if I was related to another account with a different email address, implying that I supposedly had a second account, which I never had. Shortly after, I was banned. As a result, I lost both my $39 deposit balance and the $107 I honestly won.

I admit I used a VPN at first to access the casino since none of their mirrors worked for me, and later I also tried a proxy. Maybe, by some coincidence, my VPN or proxy overlapped with another player’s connection, someone I do not even know.

However, my question is: I was making high bets, I was taking risks, I was using both deposited and free spin funds—do I really look like someone who is trying to cheat the casino? Fortunately, I managed to take a few screenshots of my account before I was banned, and I am attaching them here.

Dear player, 

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

• Please specify the date when you created your account at the casino.
• Is it your first account in this casino?
• What country are you located in? VPN of which country have you used while accessing the casino website?
• Have you received any feedback regarding the documents you provided for KYC?
• Were you using the bonus with a VPN turned on? Have you opened any games that were restricted for you without a VPN?

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, 

Natalia 

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Hi, recently, probably about a month ago, yes this is my first account in this casino. I used different VPNs – UK, Ireland – later I bought a proxy because VPN only gave 30 minutes. But even the support recommends using VPN when playing slots, so everything is allowed. Secondly, I also played with deposit funds, for example I bet on 9x, played bonuses with VPN too – they were available to me, not blocked for my country, it’s just that VPN loads better.

i mean they also banned my deposit money!

Dear player, you haven't responded to my question about where you are located.

I have checked the terms of the casino and have found the following information:

You may not register or use the Website or its services if you reside in, or are temporarily located in, any jurisdiction in which online gambling is restricted or prohibited. At this time, we do not offer services to individuals who are located in or residents of:

Aruba, Austria, Australia, Belgium, Bonaire, Curacao, Denmark, France, French Guiana, French Polynesia, Germany, Guernsey, Gibraltar, Greece, Hungary, Isle of Man, Iran, Jersey, Lithuania, Liechtenstein, Luxembourg, Malta, Martinique, Mayotte, Myanmar, North Korea, Netherlands, Portugal, Puerto Rico, Reunion, Serbia, Slovakia, Spain, Sweden, United States, United Kingdom.

If you attempt to access our services from any of these jurisdictions, including by using false information, VPNs, proxies, or similar tools, your Account may be restricted. It is solely your responsibility to ensure that your use of the Website complies with the laws of your country of residence or location. Refer to section 10

Based on what you say, you have breached the terms and conditions of the casino using a UK IP address via VPN/proxy to connect to the casino. The casino reserves the right to close players' accounts that were found to breach the T&Cs.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified.

i am from russia

they have russian chat also on their casino all is okay they just banned me and my funds idk for what

Thank you very much for your reply! Could you please forward all the relevant communication between you and the casino to natalia.b@casino.guru? Alternatively, you can post the screenshots here. Thank you in advance.

Dear jerod,

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