Gomblingo Casino - Запрос на закрытие аккаунта игрока был отложен.

I have been trying to close this account for weeks. Even said due to addiction and still not closed. I will not be depositing here again.

Zero responsible gaming options, CS just say they encourage players to bet responsibly but no limits can be applied

such a bad experience overall!

Dear Philly35,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the General T&Cs and I found this:

3.22.3. The customer acknowledges, agrees and accepts that the procedure for Self-Exclusion with the Brand is as follows: If the customer wants to be Self-Excluded from gomblingo.com, he/she needs to contact us on the following email address: customercare@gomblingo.com

Customer’s email needs to include the following information:

(a) a clear request that states that customer wishes to be fully Self-Excluded (not partially restricted) on a voluntary basis;

(b) the duration of the period of the Self-Exclusion, with a minimum of twenty-four hours.

When was the first time you informed the casino about your gambling problem? Could you please forward all self-exclusion requests to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

2 weeks ago I sent an email, then everyday after that for the next 4 days then got tired of it! The last email from them was saying I needed to prove my identity to close the account!

pls don’t open an account here it’s a shambles

Thank you very much for your reply, Philly35. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Philly35,

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.

Hi Kristina, my apologies for the delay. I have sent you thru correspondence from myself to customer care of this casino site.

Thank you very much, Philly35, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Philly35,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Gomblingo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Dear Michal,

Once the player initially contacted us, they were subsequently asked to provide basic documentation so their request can be proceeded.

They replied they could not verify their identity without providing a clear reasoning behind the above statement.

The player was contacted on a couple of occasions additionally with instructions what information would be needed for the request to be handled further. 

Subsequently, the player's account was disabled due to a separate matter they raised , and will remain so. 

Kind regards,

Gomblingo Casino Team

Dear Gomblingo Casino,

Can you tell me when did you receive a proper self-exclusion request, and when was the player's account closed?

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.