Gomblingo Casino - Spillerens anmodning om lukning af konto er forsinket.

Hello, I asked Gomblingo Casino to close my account on August 13, 2024 and to this day, despite multiple requests, they still have not done so.

I suspect that I may be at risk of addiction and this casino took advantage of that.

I lost a lot of money because of this.

Since August 13, 2024, I have asked them several times via email and live chat almost every day to close the account.

I only ever got answers in the live chat such as "You cannot guarantee that the email arrived" or "I was given 3 different email addresses". I have sent emails to: support@gomblingo.com , customercare@gomblingo.com , customerassist@gomblingo.com

I ask for your help.

With kind regards

Marie-Christin K****

Hallo, ich habe Gomblingo Casino am 13.08.2024 dazu aufgefordert, mein Konto zu schließen und sie haben es bis heute, trotz mehrfacher Aufforderung, immernoch nicht gemacht.

Ich habe den Verdacht das bei mir eine Suchtgefahr besteht und dieses Casino hat es ausgenutzt.

Ich habe dadurch sehr viel Geld verloren.

Ich habe sie seit dem 13.08.2024 fast täglich per Mail und im Livechat mehrfach aufgefordert das Konto zu schließen.

Ich bekam immer nur im Livechat Antworten wie z.B. Sie können nicht versichern das die Mail angekommen ist oder mir wurden 3 verschiedene Mailadressen angegeben. Ich habe Mails an : support@gomblingo.com, customercare@gomblingo.com, customerassist@gomblingo.com

Ich bitte um ihre Hilfe.

Mit freundlichem Gruß

Marie-Christin K****

Hello Goodie89,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise what reason you have given when requesting to block your account?

Please, let me explain you what the difference between closing the account and self-exclusion is:

Some casinos use lots of tools for responsible gambling and I would not mention them here. What players can do if they’re unhappy in the casino: Close the account or self-exclude themselves, those are the two basic choices.

Closing an account is simple and has almost no impact - the player can reopen account anytime, and 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 cooling off period and this cannot be done for players who are addicted/with gambling problem).

In the case of self-exclusion, if casino failed in this, player may ask for a refund.

Thank you very much in advance for your reply.

Best regards,

Nick

Hello, I gave the reason that I am not winning anything and am only making losses.

On top of that, I didn't get the free spins that were promised to me.

On August 13th I requested the account closure and after a long wait I received no response.

On September 10th, I finally sent an email and requested self-exclusion.

I still have access to my player account to this day.

Hallo, ich habe als Grund angegeben, das ich nichts gewinne und nur Verluste mache.

Dazu kommt noch ,das ich die Freispiele nicht bekommen habe, die mir zugesagt wurden.

Am 13.08. habe ich die Kontoschließung beantragt und nach langem Warten kam keine Antwort.

Am 10.09. habe ich schlussfolgernd dann eine Mail gesendet und den Selbstausschluss beantragt.

Ich habe bis heute noch immer Zugriff auf mein Spielerkonto.

Hello Goodie89,

Self-exclusion is primarily designed to prevent gambling addiction. If you did not mention this in your request, the casino is not obligated to close your account, and you are free to continue playing. If you are not experiencing any issues, I would recommend considering whether you wish to continue playing there.

However, if you are facing difficulties, please ensure that you formally request self-exclusion and clearly state your concerns.

Please keep us updated on the outcome.

Best regards,

Nick

Hello,

FIRST AND FOREGOING I REQUESTED TO CLOS THE ACCOUNT!!!!

So it wasn’t even about self-exclusion!!!

But since there was no response from Gomblingo, I was forced to request self-exclusion!

I think if it is my express wish and I write in the live chat every day that my account should be closed, why is nothing being done???????????

At other casinos this always worked without any problems!!!

Why should I continue playing in a casino if I've only made losses there???

How can it be that all emails are ignored????

Hallo,

IN ERSTER LINIE HABE ICH BEANTRAGT DAS KONTO ZU SCHLIEßEN ZULASSEN!!!!

Also ging es noch gar nicht um den Selbstausschluss!!!

Da aber seitens Gomblingo keine Reaktion kam, musste ich gezwungenermaßen den Selbstausschluss beantragen!

Ich finde wenn es mein ausdrücklicher Wunsch ist und ich täglich im Livechat schreibe, das mein Konto geschlossen werden soll, wieso wird dann nichts gemacht???????????

Bei anderen Casinos ging das immer problemlos!!!

Wieso sollte ich im einen Casono weiterspelen wenn ich dort nur Verluste gemacht habe???

Wie kann es sein das alle Mails ignoriert werden????

Dear Goodie89,

If you do not have any concerns regarding gambling issues, the solution is straightforward: simply refrain from playing at the casino. However, if you do have gambling-related concerns, you will need to submit a formal request clearly stating that you are experiencing gambling issues. In such cases, the casino is obligated to close your account.

If your primary reason for the request is not related to addiction, the casino can reopen your account at any time upon your request through their chat or email support.

Could you kindly confirm if you mentioned gambling issues in your request from the 10th of September? Also, have you received any response to it?

Best regards,

Nick

Dear Goodie89,

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.

Hello,

I sent another email about self-exclusion on October 2nd.

The answer was that I still had a withdrawal and balance in my account and whether I was sure whether I wanted to continue.

I asked for my account to be closed after the two withdrawals, but this was not done and as a result I made further losses! I therefore wrote an email to Gomblingo demanding the money for this period back!

Hallo,

ich habe am 02.10. erneut eine Mail zum Selbstausschluss geschickt.

Als Antwort kam das ich noch eine Auszahlung und Saldo auf meinem Konto habe und ob ich mir sicher bin ob ich fortfahren möchte.

Ich bat darum das nach den beiden Auszahlungen mein Konto geschlossen werden soll aberdieses wurde nicht gemacht und dadurch habe ich erneut Verluste gemacht! Ich habe deshalb eine Mail an Gomblingo geschrieben , das ich das Geld für diesen Zeitraum zurückverlange!

Dear Goodie89,

Can you please forward forward the last self-exclusion request from 02/10/2024 to nikolas.b@casino.guru.

Regards,

Nick

Dear Goodie89,

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.