Gama Casino - Играчът спори за нарушени указания за защита на играча.

On September 27, 2023, I wrote to the casino explaining my issues with gambling addiction. My email stated: "I have established an account and made deposits at your casino with the email address... I would like to request a refund for these deposits."

I suffer from pathological gambling addiction and should only have control over money for daily purchases. All regulatory bodies in Curacao and Malta are aware of my situation. I therefore urge you to take measures to save yourself further costs by refunding my deposits immediately into my bank account at ...

On October 3, 2023, additional deposits of €252 were accepted, because my email from September 27, 2023, was ignored. This does not consider player protection guidelines. I demand this money be returned, as the commitment to player protection was breached.

Upon making further contact, the account was closed within 5 minutes, but no attention was paid to the lack of player protection when responding.

Ich habe beim Casino wegen Spielsucht am 27.9.2023 einen Text mit folgendem Inhalt gesendet: „Ich habe in Ihrem Casino mit der Emailadresse……..  ein Konto eröffnet und Einzahlungen getätigt. Diese Einzahlungen fordere ich hiermit zurück. 

Ich leide unter pathologischer Spielsucht und darf nur über Geld für tägliche Einkäufe selbst verfügen, es wissen bereits sämtliche Regulierungsbehörden in Curacao und Malta darüber Bescheid. Ich fordere Sie daher auf, damit Sie sich weitere Kosten ersparen, meine Einzahlungen umgehend auf mein Bankkonto bei der …. zurück zu überweisen.

Am 3.10.2023 wurden weitere Einzahlungen in der Höhe von € 252,- zugelassen, da das Mail vom 27.9.2023 ignoriert wurde. Dies ist nicht im Sinne des Spielerschutzes. Ich verlange das Geld zurück, da der Spielerschutz nicht eingehalten wurde.

nach neuerlicher Kontaktaufnahme wurde das Konto binnen 5 Minuten geschlossen jedoch bei der Antwort nicht auf den mangelnden Spielerschutz eingegangen.

Hello x4wsccrkcd,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Gamma Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Where exactly did you get that contact to which you e-mailed your request? When was the last time you spoke to the casino and what was it about?

Please note that the every casino has it's own way to request a self-exclusion and you were supposed to contact - [email protected] as per their terms: https://gama.casino/en/contacts/responsible-game.

Looking forward to your answer.

Regards,

Nick

Hello!

We received a request from a player on our support email on 03.10 with a request for a refund and a message that he suffers from game addiction, after which the account was immediately blocked.

Earlier there were no messages from the player neither to our email nor to the chat, for this reason from our side there was no violation of the project rules and refund is not provided.

We are ready to provide evidence to the site administration that the first request was received on 03.10 and the account was blocked immediately after the request to the mail.

I received the following email on September 27th. receive:

"On September 27th, 2023 at 6:59 p.m., GamaManager wrote:

Hello!

It's my pleasure to see you on gamacasino!

I'm your personal manager and will be extremely glad to assist you with our loyalty program, deposits and withdrawals, tournaments or any other questions you may have.

Not every player gets personal manager - so I'm your privilege 😌

I can open for you personal offers that you won't find on the website 🎉 Here is my favorite, drop me a message if you want to activate it 👍

Conditions are easy: reach the sum of €50 by deposits within 48 hours and get €25 back! It's like cashback but additional and certain.

Looking forward to your reply!

Regards,

Your personal manager from gamacasino

Eve"

So I immediately got a personal manager and I contacted him on September 27th. replied promptly at 7:15 p.m.: I opened an account in your casino with the email address …… and made deposits. I hereby demand these deposits back.

I suffer from pathological gambling addiction and am only allowed to have money for daily purchases; all the regulatory authorities in Curacao and Malta already know about this.

My claim for repayment also results from a prohibited game of chance due to the lack of a license from your casino. Whatever was paid on the basis of an unauthorized and therefore invalid gambling contract must be paid back! Both enrichment and damages law provide a legal basis, especially since the intervention in the Austrian gambling monopoly also results in a violation of protective laws.

In order to save yourself further costs, I therefore request that you immediately transfer my deposits to my bank account at

BAWAG PSK

IBAN: AT

BIC:

issued to

to remit.

Otherwise I will file a lawsuit in court.

Best regards

I received no notification that this message could not be delivered to my personal manager. Even today I still get these promotional emails from Gama from my personal manager!!!!

My account has not yet been verified.

Folgendes Email habe ich am 27.9. erhalten:

„Am 27.09.2023 um 18:59 schrieb GamaManager <[email protected]>:

Hello!

It’s my pleasure to see you on gamacasino!

I’m your personal manager and will be extremely glad to assist you with our loyalty program, deposits and withdrawals, tournaments or any other questions you may have.

Not every player gets personal manager - so I’m your privilege 😌

I can open for you personal offers that you won’t find on the website 🎉 Here is my favorite, drop me a message if you want to activate it 👍

Conditions are easy: reach the sum of €50 by deposits within 48 hours and get €25 back! It’s like cashback but additional and certain.

Looking forward to your reply!

Regards, 

Your personal manager from gamacasino 

Eva"

Also habe ich sofort einen persönlichen Manager bekommen und diesem habe ich am 27.9. um 19:15 prompt geantwortet : Ich habe in Ihrem Casino mit der Emailadresse ……ein Konto eröffnet und Einzahlungen getätigt. Diese Einzahlungen fordere ich hiermit zurück. 

Ich leide unter pathologischer Spielsucht und darf nur über Geld für tägliche Einkäufe selbst verfügen, es wissen bereits sämtliche Regulierungsbehörden in Curacao und Malta darüber Bescheid. 

Mein Rückforderungsanspruch resultiert außerdem im Hinblick auf die fehlende Konzession von Ihrem Casino aus einem verbotenen Glücksspiel. Was auf der Grundlage eines unerlaubten und damit unwirksamen Glücksspielvertrags gezahlt worden sei, ist zurück zu bezahlen! Eine Rechtsgrundlage bietet sowohl das Bereicherungs-, als auch das Schadenersatzrecht, zumal der Eingriff ins österreichische Glücksspielmonopol auch eine Schutzgesetzverletzung bewirkt. 

Ich fordere Sie daher auf, damit Sie sich weitere Kosten ersparen, meine Einzahlungen umgehend auf mein Bankkonto bei der 

BAWAG PSK

IBAN: AT

BIC:

lautend auf

zu überweisen. 

Andernfalls werde ich eine Klage bei Gericht einbringen.

Mit freundlichen Grüßen 

Ich erhielt keine Mitteilung dass diese Nachricht nicht an meinen persönlichen Manager zugestellt werden konnte. Auch heute bekomme ich noch diese Werbeemails von Gama von meinem persönlichen Manager!!!!

Mein Konto wurde noch nicht verifiziert.

Hello!

This request was not sent to our support email. All such requests are processed by contacting [email protected].

You wrote to [email protected] on 03.10, after which your account was immediately blocked due to addiction. There was no violation of the rules on our part.

If I receive an email from Gama Casino from a personal manager to my email address without ever asking, then I expect that this personal manager is also part of the casino and receives my messages! This is pure profiteering! They just want compulsive gamblers to be encouraged to gamble every day... and then be told they don't know anything! I verifiably sent this email on September 27, 2023 and can upload it! It was also delivered, otherwise you would receive a notification if an email was not delivered!

Wenn ich von Gama Casino eine email von einem persönlichen Manager an meine Emailadresse gesendet bekomme, ohne jemals danach gefragt zu haben, dann erwarte ich, dass dieser persönliche Manager auch zum Casino gehört und meine Nachrichten erhaltet! Das ist die reinste Geschäftemacherei! Sie wollen nur, dass Spielsüchtige zum Spielen aufgefordert werden, täglich … und dann wird gesagt, man weiß von nichts! Ich habe nachweislich diese Email am 27.9.2023 gesendet und kann sie gerne hochladen! Sie wurde auch zugestellt, da man ansonsten eine Benachrichtigung bekommt, wenn eine Email nicht zugestellt wurde!

Hello!

According to the rules of our casino, requests to block an account should be sent to the e-mail [email protected]. As we can see, you sent a letter to this email on 03.10, after which the account was immediately blocked. Alas, there is no refund in this case, as the account was blocked at the first request, after you wrote us a letter about your difficulties with gaming addiction.

On September 27th I wrote an email to [email protected]

This email was also sent on October 4th. answered - but gambling addiction was not addressed in any way. But it is proof that the email was received! Only there was no action from the casino for 7 days.

Am 27.9. schrieb ich eine Email an [email protected]

dieses Mail wurde auch am 4.10. beantwortet - jedoch wurde in keinster Weise auf die Spielsucht eingegangen. Es ist aber ein Beweis dafür, dass das Email erhalten wurde! Nur wurde 7 Tage keine Aktion vom Casino gesetzt.



I have now sent everything and am waiting for a reply.

Ich habe nun alles gesendet und warte auf Antwort.

Time will run out in 30 minutes! Please help.

In 30 Minuten läuft die Zeit ab! Bitte um Hilfe.

Hello x4wsccrkcd,

Could you please advise if the VIP manager did respond to your self exclusion request? Would it be possible to forward the whole e-mail communication to [email protected]?

The VIP manager replied to my email, but made no mention of self-exclusion or gambling addiction in any way. I'll forward the emails

Der VIP-Manager hat auf meine Email zwar geantwortet, den Selbstausschluss bzw. die Spielsucht jedoch in keinster Weise erwähnt. Ich sende die Emails weiter

Hello!

For our part, we can also send a screenshot of the email that was received on 03.10 from this player, where you can see that it was the first request to our email [email protected] with a request for a refund and a message about addiction, after which our side took action and the account was immediately blocked.

Dear administration, please let us know if a screenshot is required.

Dear Gama Casino: why am I still receiving advertising emails from the VIP manager?

Liebes Gama-Casino: warum bekomme ich vom VIP-Manager noch immer Werbeemails?

Dear Gamma Casino,

Could you please answer to the player's question? Is the VIP manager officially your employee and is he keep contacting the player?

Since the Gama Casino logo also appears at the end of the email, it probably belongs to the casino. The original version was forwarded to you via email.

nachdem auch das Logo von Gama Casino am Ende der E-Mail erscheint wird es wohl zum Casino gehören. Die originale Version wurde per email weitergeleitet an euch.

Dear Nick,

Yeah, that's right. This is our manager who has been in contact with the client in the past. 

At the moment we found out that there was a technical error when sending letters, there was a mailing, and the client's mail accidentally got into the database, at the moment we excluded all possible mailings of this user, as he is blocked.

Hello x4wsccrkcd,

Can you please confirm that you have no longer received any e-mail from the casino since?

On October 19th I received the last email from GamaManager.

Am 19.10. habe ich das letzte Email von GamaManager erhalten.

Hello x4wsccrkcd,

Can we consider the case as resolved as it's been almost a month that you did not receive any promotional offer from the casino?

This is not the answer to my complaint. It was about the fact that GamaCasino knew about my gambling addiction and allowed deposits. I have sent all the evidence and the casino has admitted that the Gama manager is part of the company. I therefore demand a refund of the deposits.

Das ist nicht die Antwort auf meine Beschwerde. Es ging darum dass GamaCasino von meiner Spielsucht wusste und Einzahlungen erlaubt hat. Ich habe sämtliche Beweise gesendet und das Casino hat zugegeben, dass der Gama Manager zum Unternehmen gehört. Ich verlange daher die Rückerstattung der Einzahlungen .

Dear x4wsccrkcd,

We have carefully reviewed the provided materials and conducted necessary checks. Your account has been blocked in accordance with our internal procedures based on the available information. We adhere to the principle of ensuring security and compliance with the rules of our service. We understand that such situations may raise questions, but please be aware that we make decisions in accordance with our policies and regulations. If you have any further questions or need assistance with other matters unrelated to the block, feel free to reach out. Thank you for your inquiry and understanding

Best regards,

GamaCasino team.

Dear x4wsccrkcd,

As the properly requested self-exclusion was made on 3.10. after which the casino closed your account, they can't be held responsible for any loss before that date. I'm really sorry but as the casino acted according to their terms and conditions, there is nothing we can do. As your account is fully closed and you no longer receiving any offers from the casino, we will be closing the complaint.

Please always be sure to read within the casino terms how to request for self-exclusion to prevent such situations in the future.

Best regards,

Nick