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.

 

[satchnz]

Gamdom does not accept players from Australia. I think this could be your biggest hurdle. Best of luck.

 

[MoreTimeMatters]

Gamdom does not accept players from Australia. I think this could be your biggest hurdle. Best of luck.

I have chat logs they knew and didnt care

 

[Avernite]

Gamdom does not accept players from Australia. I think this could be your biggest hurdle. Best of luck.

In that case they should ideally be returning deposits minus any withdrawals made.

 

[andysbetting1187]

Just playing devil's advocate, but if you had turned that 182k into 500k, would you be contacting Gamdon to return the money to the as you shouldn't have been playing?

I e read through the post a couple of times but I am not sure what needs redressing. I am not a big fan of the majority of online casinos, but if they suggested breaks or you were aware of the safer gambling tools and didn't use them, I am not sure what you expect them to do

 

[SYPlayer95]

Just playing devil's advocate, but if you had turned that 182k into 500k, would you be contacting Gamdon to return the money to the as you shouldn't have been playing?

I e read through the post a couple of times but I am not sure what needs redressing. I am not a big fan of the majority of online casinos, but if they suggested breaks or you were aware of the safer gambling tools and didn't use them, I am not sure what you expect them to do

They'd have never paid the 500k, the player was just free rolling themselves, imo.

 

[Avernite]

Just playing devil's advocate, but if you had turned that 182k into 500k, would you be contacting Gamdon to return the money to the as you shouldn't have been playing?

I e read through the post a couple of times but I am not sure what needs redressing. I am not a big fan of the majority of online casinos, but if they suggested breaks or you were aware of the safer gambling tools and didn't use them, I am not sure what you expect them to do

I think the point is that the casino should have picked up there was an issue, especially if it was discussed with support and given the amount of money deposited.

Then there's the issue of accepting Aussie players...

 

[andysbetting1187]

I think the point is that the casino should have picked up there was an issue, especially if it was discussed with support and given the amount of money deposited.

Then there's the issue of accepting Aussie players...

I get that mate but what I can't u derstand is why play there

If the op has chat logs where he has spoken about being in Australia and chat state they don't care, you know your playing from a banned jurisdiction- its no different to uk players rolling the dice with offshore crypto casinos

 

[maxd]

@MoreTimeMatters , Assuming you were going to PAB these would be my first questions/thoughts:

• Why do you think a casino unlicensed in your territory is going to return your money? You chose to break your local regulations and you did so knowingly. Unless the casino has some wish to be in your government’s good books — and I’ve seen nothing to indicate that is the case — then you playing at an unlicensed casino is going to be your cross to bear.
• If you talked to them about self-exclusion then did nothing about it then, again, that would seem to me to have been your decision. You’ve said you wouldn’t have expected them to force SE on you so … they did what they should have done AFAICT: informed you of your options and left it to you to decide as you saw fit.
• The amount of money deposited in a short time is no small thing. IMO a casino taking Responsible Gambling practice seriously would and should have contacted you to verify that you were in control of your spending, etc. HOWEVER there is precious little in the way of enforcement of such things so a stiff finger wag at the casino is about all you can expect on that issue in this situation. Unless of course the casino wants to present itself as the good guy and take some action because they want the good PR.
• In summary, the best you could hope for IMO is to ask the casino nicely if they wouldn’t maybe mind behaving a little better and giving you a break. If that’s not in their playbook then … my guess is you’re going to be left with chalking it up as a learning experience and moving on.

 

[satchnz]

In that case they should ideally be returning deposits minus any withdrawals made.

I don't agree sorry. The player knowingly broke the TOS (VPN use). It's on them.

Also it appears as if player protection measures were ultimately disregarded by the player, yet the posts are so vague it's hard to know for sure.

And the other side of the coin, which as already been discussed here, the win scenario...

You take certain risks when you play at offshore crypto casinos. You are silly not to understand what these risks are first so you can mitigate them as much as possible.

 

[lockinlove]

You should not be playing on this website/gamdom at all.

Employees log into players account and actually steal the money. There have been many reports of this happening including to me.

 

[Avernite]

I don't agree sorry. The player knowingly broke the TOS (VPN use). It's on them.

Also it appears as if player protection measures were ultimately disregarded by the player, yet the posts are so vague it's hard to know for sure.

And the other side of the coin, which as already been discussed here, the win scenario...

You take certain risks when you play at offshore crypto casinos. You are silly not to understand what these risks are first so you can mitigate them as much as possible.

I'm not saying the player doesn't have their own responsibility here, but it doesn't excuse the casino from theirs either.

Considering this is the same casino that one of our members reported as having stolen from them, I'm surprised people are in such a rush to defend them. They're clearly a rogue outfit and should be treated as such.

 

[teckiwi]

Several people here had had years of positive interactions with the casino, only a handful have had issues/claims of funds being taken. That being said Gamdom chooses not to work with platforms like CM and AG etc so you are at their mercy should you have any issues.

 

[satchnz]

They're clearly a rogue outfit and should be treated as such.

I wouldn't believe everything you read on the internet...

And I don't think anyone here is "defending" Gamdom. The OP came here for advice and people are giving their opinions.

Once again, if you venture off into the offshore crypto casino space it is your responsibility to understand the risks - especially if you play from a restricted jurisdiction.

 

[Avernite]

I wouldn't believe everything you read on the internet...

And I don't think anyone here is "defending" Gamdom. The OP came here for advice and people are giving their opinions.

Once again, if you venture off into the offshore crypto casino space it is your responsibility to understand the risks - especially if you play from a restricted jurisdiction.

The casino also has a responsibility to act ethically and legally, offshore or not.

Yes, players take risks when playing offshore, but that doesn't make it ok to exploit problem gamblers.

A bit disappointing to seeing seasoned players side with unlicensed casinos here. The guy needs help, not judgement.

 

[satchnz]

The casino also has a responsibility to act ethically and legally, offshore or not.

Yes, players take risks when playing offshore, but that doesn't make it ok to exploit problem gamblers.

A bit disappointing to seeing seasoned players side with unlicensed casinos here. The guy needs help, not judgement.

But you are overlooking the fact that the player discussed player protection initiatives with the casino but chose not to take any of them on. You can lead a horse to water.

The OP isn't after help from us. They are looking for people to side with their side of the (albeit very vague) story. If the player wanted help with their gambling addiction, there are places to go for this help (and it isn't an online forum).

I feel sorry for people like this with crippling gambling addictions, but they need to want to be helped. The OP has only inferred they want their deposits back, not that they seek help for an addiction. Therefore the responses have focussed on this fact.

 

[edenvip]

If you’d like, I can help you. I run a VIP player concierge service. I offer several platforms with VIP status tailored to your experience and, above all, better cashback. But what really sets me apart is that I’ll act as your safety net, as I personally know the casinos I work with. So, if you’re interested, you can contact me on Telegram: <snip>

 

[Nate]

If you’d like, I can help you. I run a VIP player concierge service. I offer several platforms with VIP status tailored to your experience and, above all, better cashback. But what really sets me apart is that I’ll act as your safety net, as I personally know the casinos I work with. So, if you’re interested, you can contact me on Telegram: <snip>

Unsolicited marketing on the forums is not permitted. Further to this, you are ethically challenged in that you are soliciting players from a thread based on responsible gambling issues.

Good Bye

Nate

Forum Moderator.

 

[lockinlove]

I get that mate but what I can't u derstand is why play there

If the op has chat logs where he has spoken about being in Australia and chat state they don't care, you know your playing from a banned jurisdiction- its no different to uk players rolling the dice with offshore crypto casinos

Especially for this amount of money knowing employees can just steal your money when they decide you are 'done'

Gamdom is unlicensed and basically the wild wild west. I get being Aussie your options are limited but risking hundreds of k on a website pretty well known for being unlicensed and ripping people off is a mistake in itself.


Hope things work out but I highly doubt it. If they were willing to risk some of their reputation over 2k I can only imagine how much they dont care to do this to a player and move on.

The biggest red flag about this casino (aside from players being ripped off) is all the fake reviews they post on trust pilot. This casino seems to have a common theme. \
Once they realize the player is done with them, they just do whatever they can to take as much money as possible. Whether it be from accessing player accounts or allowing irresponsible gambling.

 

[Avernite]

But you are overlooking the fact that the player discussed player protection initiatives with the casino but chose not to take any of them on. You can lead a horse to water.

The OP isn't after help from us. They are looking for people to side with their side of the (albeit very vague) story. If the player wanted help with their gambling addiction, there are places to go for this help (and it isn't an online forum).

I feel sorry for people like this with crippling gambling addictions, but they need to want to be helped. The OP has only inferred they want their deposits back, not that they seek help for an addiction. Therefore the responses have focussed on this fact.

I acknowledge that. But why didn't the casino enforcement limits themselves? Especially given the reported deposit amounts of 6 figures in a short period of time.

Not all of the onus is on the player when it comes to responsible gambling. Both the player and casino needed to do better here, yet the focus seems to be exclusively on the player with the casino seemingly getting a pass.

 

[SYPlayer95]

I acknowledge that. But why didn't the casino enforcement limits themselves? Especially given the reported deposit amounts of 6 figures in a short period of time.

Not all of the onus is on the player when it comes to responsible gambling. Both the player and casino needed to do better here, yet the focus seems to be exclusively on the player with the casino seemingly getting a pass.

Good questions to ask.

We all know why the casino didn't do anything, that's an easy one.

They are unlicensed - they have nobody to answer to.

 

[dunover]

All this is is an antipodean equivalent of unlicensed non-Gamstop casinos for the UK.

They don't give a f*ck about player safety, nor paying players or anything else as long as they can facilitate unlicensed transactions via payment sysyems or crapto.

They are a law unto themselves basically. As most crooks are.