Dear Casino Guru,

I am addicted to gambling and have been trying to get my account with Gomblingo permanently closed since May 13th.

After my first email on May 13th, it took about a week to get a reply. They then closed my account for 30 days, even though I had explicitly asked them to close it permanently.

After the reopening, I have incurred further losses. I would like to be refunded for my deposits and have my account permanently closed with Gomblingo.

I have attached the email correspondence between us.

I hope you can assist me.

Best regards,

Murphy

K?re Casino Guru,

Jeg er afh?ngig af gambling og har siden d. 13/05 fors?gt at f? min konto hos Gomblingo lukket permanent.

Efter min f?rste mail d. 13/05 tog det cirka en uge for svar. Herefter lukkede de min konto i 30 dage, selvom jeg udtrykkeligt spurgte om at f? den lukket permanent.

Efter gen?bningen har jeg mistet flere penge. Jeg vil gerne have refunderet mit indbetalte og lukket min konto permanent hos Gomblingo.

Jeg har vedh?ftet mails mellem os.

Jeg h?ber I kan hj?lpe mig.

Mvh.

Murphy

Dear murphy1, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? We did not receive them with your complaint. My email address is [email protected]. 

Thank you very much in advance. 

Best regards, 

Veronika

Thank you, I sent you a mail.

i understand I didn’t make it fully clear in the first mails, but I did tell them 3 times I was a gambling addict and in the last mail told them I wanted it permanently closed.

They ignored the last mail I sent them.

Thank you very much, murphy1, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, Veronika ??

Dear murphy1,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Dear Jozef,

We have reviewed the player's claim and the appropriate actions were taken by our side when he contacted us with a request to close their account.

It is worth mentioning that as per the T&Cs to which he has agreed upon, a player must submit a properly formatted request so that we can easily assist them. This did not happen in this case and he did not provide us with a specific timeframe, thus in order to be of assistance we still excluded the account a certain timeframe, which we informed him about via mail. 

Once the restriction placed by the system has passed, an extension can easily be requested via the proper channel and furthermore if further assistance or clarification is required we also have chat support 24/7.

Regards,

Gomblingo Casino

Dear Gomblingo Casino team,

Could you please explain if you responded to the player's email and outlined the process for permanently closing the account after receiving the message below? Could you specify why the account was only closed for 30 days after such messages?

Based on the evidence provided, it is clear that you were informed about the player's gambling problem. Such an account should have been permanently closed, not just temporarily for 30 days. It is not the player's responsibility to extend the closure.

Dear Jozef,

Please keep in mind that according to our Terms and Conditions, when a player submits a self-exclusion request it must be properly formatted and sent to the specialized email address. 

It is imperative to mention that a different department handles these requests, and in this case the player did not mention the desired self-exclusion period in the email send to our designated address, which led us to take the decision to close his account for the aforementioned period, in order to provide assistance.

Furthermore, the player has sent us a huge amount of spam emails with no specific closure reason during the request handling process, hence, impeding the quicker handling of his request.

Additionally, we can confirm that the player’s account is closed, and it will remain so.

Regards,

Gomblingo Casino

The spam emails were more than a month after the 30-day ban, so that's not correct. They were frustrated because it felt impossible to exclude an account with you permanently.

It would also like to be the exact e-mail I contacted. Shouldn't a wish to close an account due to gambling addiction be of course permanent? ??

Spam e-mails var mere end en m?ned efter den 30-dages udlukning, s? det er ikke korrekt. De var sendt i frustration over det f?ltes umuligt at udelukke en konto hos jer permanent.

Det skulle ogs? gerne v?re den helt rigtige e-mail, jeg har kontaktet. Burde et ?nske om lukning af konto grundet spilleafh?ngighed ikke v?re selvsagt permanent? ??

And the fact that you choose to ignore the last email, where I write that I want to be permanently excluded, cannot be completely irrelevant in the case here.

Og faktum I v?lger at ignorere den sidste mail, hvor jeg skriver, at jeg vil permanent udelukkes, kan da ikke v?re helt irrelevant i sagen her.

Dear Gomblingo Casino team,

Could you please specify the designated email address you have in mind? Based on the evidence provided by the player, he mentioned gambling addiction in each email. Therefore, specifying a time period is completely irrelevant, and the account should be permanently closed, not just for 30 days.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Joseph,

The casino has offered me a refund of DKK 5400, which I have accepted. They have been credited to my casino account. Now I'm just waiting for the payment to go smoothly, and then we can close the case.

Thanks so much for the help so far!

Hej Jozef,

Kasinoet har tilbudt mig en refundering p? 5400 DKK, som jeg har takket ja til. De er blevet krediteret min kasino konto. Nu venter jeg bare p?, at udbetalingen forl?ber fejlfri, og s? kan vi lukke sagen.

Tusind tak for hj?lpen indtil videre!

The money has now arrived in my account.

Many thanks for the help Jozef, Veronika and the rest of Casino Guru. ??

Pengene er nu ankommet p? min konto.

Tusinde tak for hj?lpen Jozef, Veronika og resten af Casino Guru. ??

Dear murphy1,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, Jozef