Why I can't turn off the 2FA of my account?
I'm currently using an Android device.
I need to set it up on my new device.
It means you did not back up your 2FA activation code. Now you are in trouble and after get out of it, you must learn a lesson to backup 2FA code for next times.
Based on my experience on removing 2FA. It needs a confirmation via email or cooldown time to successfully remove it as safety precaution that your account is not hacked.
If you are a real account owner and still have access to your current 2FA and email which was used for that account registration, you will succeed to reset your 2FA. It takes time but you will succeed eventually.
However as I advised, always backing up your 2FA activation code, for Gamdom, other casinos and cryptocurrency exchange accounts. You must fully control your 2FA, activate it, removing it, resetting it.
All 2FA codes need to be backup, I learned this the hard way when I first started using the internet, I thought that the backup for Google 2FA was automatically and I don't bother to do anything, yet I kept storing all codes in the app until I replaced my phone and that's where I knee I messed up, some exchanges where able to help me out and some said they can't do anything about it, few asked for my identity card and they reset the code for me, it was a very stressful week for me.
I have almost same story as yours, though a bit different cus I actually from the beginning knew that I should back up my 2fa code, but on this particular day, I was in a hurry and after coping the code, I forget to write is out somewhere like I always do, I just went Google 2fa app and set it up, and then copied my 2fa and pasted on the exchange and it was approved, I moved on..
Few weeks I think, I changed my phone, recovered my every other account except that if latoken exchange, and I had my most money there, since I had some tokens I bought there that I was yet to withdraw or sell...
I contacted their customer care, who initially told me there was nothing they could do about it, I persisted on them, and after about 3 weeks of constantly engaging them in their customer service chat, they reset the code with a 2 days withdrawal restrictions and a kyc verification which I passed.
I hope the Gamdom team will be able to solve this problem for this fellow, they have all the right to deny you if this is one of those extremely strict gambling platform.
You are very right, but then, if the user have a verified account, they could ask him to verify again so as to be really sure he's the owner of the account, with this information provided by the user all over again, the casino should be able to help him get his account back.
