Auszahlung abbruch

Dear AskGamblers team,

I would like to file a complaint against Gama Casino (operated by Fun Fusion N.V., license case OGL/2024/750/0202).

Timeline of events:

14 January 2026 – I contacted Gama Casino support and explicitly asked to block my account, stating that gambling was causing me moral suffering and that I could not control my actions. This was a clear request for self-exclusion due to gambling harm.

21 January 2026 – A support agent confirmed that my account would be blocked within 48 hours. I specified the period – 3 years. The block never happened. My account remained active.

2 February 2026 – Another manager (Vladimir) contacted me with bonuses and an offer to install an app, even though I had already requested a block. When asked for the reason, I explicitly replied: “ludomania” (gambling addiction).

3 March 2026 – I logged in again, deposited, and lost 1919.22 BYN (approximately 665 USD). The deposit was made on a date when my account should have already been blocked for over a month.

3 March 2026 – After the loss, I contacted support again, demanding a block and a refund. Only then did the casino immediately block my account – but refused to refund the money, citing “project rules.”

Important: I never asked to cancel the self-exclusion. I simply was never blocked in time.

In private communication, the casino still refuses to provide the exact blocking date and avoids answering whether I had access after my two requests (January and February).

Their own rules were violated:
— Their Responsible Gaming Policy states: self-exclusion requests must be processed within 24 hours. In reality, the block happened only after one and a half months, after my third request, and after I had already lost money.
— Their policy prohibits offering bonuses to players showing signs of problem gambling. In February, knowing about my block request, they offered me bonuses and an app.
— Their policy states that a player who explicitly mentions moral suffering and ludomania must be protected. This was ignored in both January and February.
— Their own employee gave a written promise to block within 48 hours. That promise was broken.

Attached screenshots:

1. Screenshot 1 – My request to block the account on 14 January 2026, mentioning moral suffering.
2. Screenshot 2 – Casino's response on 21 January 2026: promise to block within 48 hours, 3-year period confirmed.
3. Screenshot 3 – Conversation with manager Vladimir on 2 February 2026: he offers bonuses, I remind about blocking and explicitly state “ludomania”.
4. Screenshot 4 – Deposit history showing the loss of 1919.22 BYN on 3 March 2026.
5. Screenshot 5 – Casino's final response: account blocked after my third request, but refund refused.
6. Screenshot 6 – Their own Responsible Gaming Policy: 24-hour deadline for self-exclusion.

My requests:
1. Full refund of 1919.22 BYN (≈ 665 USD) – the amount lost after the promised block deadline.
2. Confirmation that my account ([email protected]) is permanently blocked with no possibility of reopening.
3. Acknowledgment that the casino violated its own self-exclusion procedure.

Thank you for your help.

Hello! Gama casino closed account because i played network tournaments. The reason they sent me at e-mail:
You used a strategy to gain an unfair advantage.
So i played network (not even from casino!!) tournaments where prizes gives provider, not even casino! I didnt you bonuses or else, just played slots.
The full letter:
Hello, Alas. the client

Hello!

According to the Terms and Conditions of our casino, the site Administration has the right to monitor all transactions and logs at its discretion and at any time. If the fact of unfair play, abuse of bonuses by the player or other violation of the Rules is revealed, the Administration has the right to review and cancel the winnings received.

When checking your account, it was found that you have violated the rules of our casino, namely: you have used a strategy to gain an unfair advantage, which will result in your winnings being reset and your account being blocked.

Any attempts to gain an unfair advantage are strictly prohibited, regardless of whether such methods are explicitly mentioned in the rules or not. Any activity aimed at gaining an unfair advantage, even if it does not appear to be a violation of the rules when strictly interpreted due to the imperfections of the rules or software, is also prohibited. If you have any questions or concerns, please contact our support team.

Thank you