Casombie Casino - プレイヤーの撤退が遅れています。

Hello, I'm reaching out for assistance from Casino Guru. I have been playing on the Casombie site for some time now. I had never won anything until after numerous attempts and deposits, I finally got lucky and won 1850. I was overjoyed and requested the withdrawal on 01/10/25. The casino asked for 3 business days to process the payment. I waited for the requested time, but the withdrawal didn't go through. After this period, I began contacting chat and support via email almost daily, but I keep getting the same response: "your withdrawal is being processed." Today marks 20 days since my withdrawal request, and I don't even know if the casino will really pay me. I'm disappointed because I like this casino and have recommended it to my relatives and friends. Casino Guru, you are my last hope to get paid 🙏

Olá, venho solicitar a ajuda do Casino Guru. Já jogo no site casombie a algum tempo, nunca tinha ganho nada,mas depois de inúmeras tentativas e depósitos tive sorte e consegui fazer o valor de 1850, fiquei muito feliz e pedi o saque no dia 10/01/25 a casa me pediu 3 dias úteis para pagar, esperei o tempo pedido e o saque não caiu, após esse período entrei quase diariamente em contato com o chat e suporte por email e sempre me informam a mesma coisa "seu saque está sendo processado" hoje completa 20 dias do meu pedido de saque e já nem sei se a casa realmente vai me pagar. Fico triste pois gosto da casa e a indiquei para meus parentes e amigos. Casino Guru vocês são minha última chance para receber 🙏

Dear ZENILDO,

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.

• Do I understand correctly that this was your first withdrawal attempt?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, as I said before, I've been playing at the house for some time and I haven't managed to win anything so far. This is my first withdrawal, my winnings were obtained with the deposit, and as I sent in the print the house did not require any verification.

Olá, como disse antes, já jogo na casa a algum tempo e não tinha conseguido ganhar nada até o momento. Esse é meu primeiro saque, meus ganhos foi obtido com o depósito, e como mandei no print a casa não me exigiu nenhuma verificação.

Thank you very much for your reply, ZENILDO. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi, I didn't take a screenshot of the chat conversations, but I have the email sent to support.

Rodrigo (Casombie)

Jan 31, 2025, 14:46 GMT+2

Dear Zenildo,

Thank you for contacting our Customer Support team.

We understand your frustration and sincerely apologize for the inconvenience caused by the delay in withdrawal. Please know that we take your comments seriously and are actively working to resolve the issue.

Our team is committed to resolving this matter as quickly as possible to ensure a smooth experience for all our customers.

Your patience and understanding are greatly appreciated as we strive to improve our services. We assure you that as soon as possible. your funds will be sent.

Thank you for your continued support and understanding.

If you have any further questions, please do not hesitate to contact us at support@Casombie.com or via Live Chat.

Best regards,

Customer Service

Olá, as conversas no no chat acabei não tirando print, mas tenho o email enviado ao suporte.

Rodrigo (Casombie)

31 de jan. de 2025, 14:46 GMT+2

Caro Zenildo,

Obrigado por contactar a nossa equipa de Apoio ao Cliente. 

Compreendemos a sua frustração e pedimos sinceras desculpas pelo incómodo causado pelo atraso no levantamento. Saiba que levamos os seus comentários a sério e que estamos a trabalhar ativamente para resolver o problema. 

A nossa equipa está empenhada em resolver este assunto o mais rapidamente possível para garantir uma experiência tranquila para todos os nossos clientes.

A sua paciência e compreensão são muito apreciadas à medida que nos esforçamos por melhorar os nossos serviços. Asseguramos que o mais brevemente possível. os seus fundos serão enviados.

Obrigado pelo seu apoio e compreensão contínuos.

Se tiver outras questões, não hesite em contactar-nos através do e-mail support@Casombie.com ou através do Live Chat.

Com os melhores cumprimentos,

Serviço de apoio ao cliente

Hello, after 27 days today Casombie paid me, you can close this complaint, I want to thank casino guru for trying to help, I would only ask that in the future they serve the user more quickly. Thank you in advance Casino Guru.

Olá, depois de 27 dias hoje o Casombie me pagou, podem fechar essa reclamação, quero agradecer o casino guru pela tentativa de ajudar, só pediria que no futuro atendese o usuário com mais agilidade. Desde já agradeço o Casino Guru.

Dear ZENILDO,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru