Gamdom responsible gambling failure?

[MoreTimeMatters]

Hi everyone,

I'd appreciate some views from people here who have experience with responsible-gambling and player-protection issues.

I've documented my experience as a Gamdom VIP customer in a project called More Time Matters.

This isn't intended as a simple “casino stole my money” complaint. I've tried to preserve the underlying record so people can look at what actually happened and form their own view.

The evidence includes transaction/account records, VIP communications, medical documentation, operator correspondence and a dated chronology.

One documented day involved $182,807.01 across six completed deposits. To be precise, that is the amount deposited that day — I'm not claiming the entire $182,807.01 was lost.

What I'm particularly interested in discussing here is the player-protection chronology.

During the documented period, breaks were suggested, self-exclusion was raised and verification was requested, while gambling activity continued.

There were also serious medical circumstances affecting my family during this period which form part of the documented chronology.

[maxd says: snipped, please contact the OP privately for access to his supporting materials]

Gamdom's VIP team responded on 10 August following what it described as a comprehensive review and declined the request. Further supporting material was subsequently offered and senior management was contacted before publication.

As at publication on 13 August, no substantive senior-management response addressing the published evidence and chronology had been received. Gamdom's right of reply remains open.

I'm genuinely interested in how experienced members here assess the player-protection side of this record, including what intervention you would normally expect in circumstances like these.

I'm happy to answer reasonable questions or point people to particular parts of the evidence.

 

[satchnz]

I've read your post a couple of times to try to work out what happened. Your post comes across as quite vague imo.

Are you saying that you lost a LOT of money at Gamdom, including a sum from $182k worth of deposits on one day, and because you had an illness in the family, you want Gamdom to take that into account and refund some/all of your losses?

You also included this statement which is also quite vague:

During the documented period, breaks were suggested, self-exclusion was raised and verification was requested, while gambling activity continued.

Did you take the breaks suggested and/or use self exclusion? I'm guessing not given you said that gambling activity continued. Also not sure what you meant by verification was requested. Was Gamdom asking you for info to verify your identity?

Have I interpreted any part of your post correctly?

 

[SYPlayer95]

I also am a bit confused here.

Are you looking for any redress here?

 

[MoreTimeMatters]

I've read your post a couple of times to try to work out what happened. Your post comes across as quite vague imo.

Are you saying that you lost a LOT of money at Gamdom, including a sum from $182k worth of deposits on one day, and because you had an illness in the family, you want Gamdom to take that into account and refund some/all of your losses?

You also included this statement which is also quite vague:

During the documented period, breaks were suggested, self-exclusion was raised and verification was requested, while gambling activity continued.

Did you take the breaks suggested and/or use self exclusion? I'm guessing not given you said that gambling activity continued. Also not sure what you meant by verification was requested. Was Gamdom asking you for info to verify your identity?

Have I interpreted any part of your post correctly?

Thanks — yes, you've understood the broad position correctly, and I can see why my original post was too vague.


The losses / what I'm asking for


Yes, I lost a very significant amount of money on Gamdom. The $182,807.01 figure is specifically six completed deposits on one day; I'm deliberately not describing that figure as the amount lost that day.


And yes, I have asked Gamdom for financial redress. I'm not suggesting that I bear no responsibility for gambling or that every gambling loss should simply be refunded. I continued gambling and I deeply regret doing so.


What I'm asking Gamdom to consider is the overall chronology and the circumstances that developed during the VIP relationship, including what was communicated, what interventions occurred, and what happened afterwards.


Breaks / self-exclusion


This is an important distinction.


I did not ultimately self-exclude at the point it was discussed, and gambling subsequently continued. I'm not trying to hide that or suggest Gamdom physically prevented me from stopping.


That's actually part of what I want people here to examine: not simply whether self-exclusion was mentioned, but the complete sequence around those conversations, the VIP relationship and what happened after concerns had surfaced.


Verification


The verification I'm referring to isn't simply ordinary identity verification/KYC. I should have made that clearer in the original post. The exact context and communications are preserved in the chronology/evidence rather than me trying to compress them into one sentence here.


Why I'm asking for redress


The difficult part for me is that I was going through extraordinary personal and medical circumstances while this was happening. My own decisions were poor — I accept that.


My position isn't “I lost, therefore the casino owes me my money back.”


It's closer to:


given the complete record, what was known or communicated, the player-protection interactions, and what subsequently occurred, was enough done once vulnerability was apparent?


That's the question I've been trying to have properly considered.


The reason I published the underlying material rather than just posting “Gamdom stole my money” is precisely because reasonable people may reach different conclusions. I'd rather people challenge the chronology than simply take my characterisation of it.

 

[MoreTimeMatters]

I also am a bit confused here.

Are you looking for any redress here?

And @SYPlayer95 — yes, I am seeking redress, while also hoping for a genuine discussion with Gamdom about the circumstances. I should have stated that more clearly in my first post.