Gamdom Casino - Los fondos del jugador no se pueden retirar debido a restricciones de la cuenta.

Good evening, I am someone who has played on Gamdom since I was 15-16 years old, being underage without knowing the risks involved or how the casino or gaming house, as they called it, operated. During this time, I have lost more than €2000. I have all the screenshots of deposits and dates, losing money from my pocket and from my family and friends. I have explained the situation to Gamdom several times, as they should not allow an underage person to play. Now that I am older, I see the incredible mistake that occurred, and I kindly explained everything to the casino, stating that I did not want to play anymore and that I felt like dying. However, they bluntly said nothing could be done and that I needed to verify my account. Right now, I am in debt and without money, primarily due to this casino and their allowing me access at 15-16 years old. I remember that at those ages, I spoke with support, sending photos of my face along with my ID which showed that I was 16 years old, and yet they still allowed me to deposit and play on several accounts: one with Gmail and two with Steam. I would greatly appreciate receiving help as I find myself in a bad situation because of Gamdom. I am looking forward to a response and am willing to provide more details or information if what I have written is not very clear. Thank you.

Buenas noches, soy una persona que ha jugado en gamdom desde los 15-16 años siendo menor sin saber los riesgos que conlleva ni como funciona el casino o casa de juegos como ellos decían, en este tiempo he perdido mas de 2000€, tengo todas las capturas de depósitos y las fechas, perdiendo dinero de mi bolsillo de mis familiares y amigos, he explicado la situación a gamdom varias veces ya que no se puede dejar jugar a una persona menor de edad, ahora que soy mas mayor veo el increíble error que sucedio y amablemente explique todo al casino y pidiendo que no quería jugar mas y queria morirme pero ellos sin miramientos dijeron que no se puede hacer nada y que verifique mi cuenta, ahora mismo estoy endeudado sin dinero principalmente por culpa de este casino y por su permiso de entrar al casino com 15-16 años, me acuerdo que en esas edades hable con soporte enviando fotos de mi cara junto al DNI donde ponia que tenia 16 años y aún asi me dejaron depositar y jugar, en varias cuentas, en total una cuenta con gmail y dos con steam. Apreciaria mucho poder recibir ayuda ya que me encuentro en mala situación por culpa de Gamdom, estoy a la espera de un mensaje de vuelta y dispuesto a aportar mas detalles o información que sea necesaria si está no a sido escrita muy clara, gracias.

Hello marccucu34,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gamdom Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise how were you even able to register giving your birth date to the casino?
• Is there any evidence that the casino was aware of your age?
• When was the last time you spoke to the casino and what was it about?

Please forward any evidence to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Due to an exceptionally high volume of complaints, we kindly ask for your patience. While we strive to publish complaints within 48 hours, follow-up responses may take up to 7 days. Assigning your complaint to a resolver might also take longer, as we’re currently managing close to 1,000 complaints.

Thank you for your understanding. Wishing you a wonderful New Year 2025!

Thank you for your reply and for addressing my complaint. Below I answer the questions you have asked me:

I registered at the casino following the standard process at the time, providing my date of birth and other personal details. The casino allowed my registration without any problems, and I was not informed at any point that I did not meet the requirements to play.

My date of birth was included in my profile and in the documentation I sent during the identity verification process, I remember that there was some problem with the verification and I had to do the process via email and I think I still have those messages. This shows that the casino had access to that information from the beginning.

The last time I spoke to the casino was a few months ago, and I raised this issue and they told me that nothing can be done due to their terms and conditions.

I would like to add that at the time I registered, the casino was not as developed as it is now, and it is possible that in recent years they have changed certain parameters or terms in their policies. I appreciate that you review this case taking into account these circumstances and I remain available to provide any other information that may be necessary.

Gracias por responder y por atender mi queja. A continuación, respondo a las preguntas que me plantean:

Me registré en el casino siguiendo el proceso estándar en esa época, proporcionando mi fecha de nacimiento y otros datos personales. El casino permitió mi registro sin ningún problema, y no se me informó en ningún momento que no cumplía con los requisitos para jugar.

Mi fecha de nacimiento estaba incluida en mi perfil y en la documentación que envié durante el proceso de verificación de identidad, recuerdo que hubo algun problema en la verificación y tuve que hacer el proceso via correo electrónico y creo que aún conservo esos mensajes. Esto demuestra que el casino tenía acceso a esa información desde el principio.

La última vez que hablé con el casino fue el hace unos meses, y traté este tema y me dijeron que no se puede hacer nada debido a sus términos y condiciones.

Quiero añadir que, en la época en la que me registré, el casino no estaba tan desarrollado como ahora, y es posible que en los últimos años hayan cambiado ciertos parámetros o términos en sus políticas. Agradezco que revisen este caso teniendo en cuenta esas circunstancias y quedo a disposición para proporcionar cualquier otra información que sea necesaria.

Hello marccucu34,

Would it be possible to forward the communication between you and the casino (the most important ones where they could see your age) to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear marccucu34,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.