Beschwerde #10
Gama Casino
Gama Casino ignored self exclusion request
vor 2 Monaten
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 (pkalinin3@gmail.com) is permanently blocked with no possibility of reopening.
3. Acknowledgment that the casino violated its own self-exclusion procedure.
Thank you for your help.
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 (pkalinin3@gmail.com) is permanently blocked with no possibility of reopening.
3. Acknowledgment that the casino violated its own self-exclusion procedure.
Thank you for your help.
Screenshot
