Casombie Casino - プレイヤーの撤退は遅れています。

The Casombie Casino has not counted out my winnings of 300 euros since December 21, 2021. Tried to get help in the live chat, there I was put off that there was a lot to do at the moment and that there was supposedly a bug in the system today! You're just being held up. I also reported to support, no answer.

Das Casombie Casino zählt seit 21. 12.2021 meine Gewinne in Höhe von 300 Euro nicht aus. Habe versucht im Live Chat Hilfe zu bekommen, dort wurde ich erst vertröstet, dass gerade viel zu tun ist und heute wäre angeblich ein Fehler im System! Man wird einfach nur hingehalten. An den Support habe ich mich auch gemeldet, keine Antwort.

Dear Isimaus67,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi. It's now been 16 days since I requested the withdrawal. I just find it misleading when you keep finding another reason not to pay it off.

Hallo. Es sind nun 16 Tage, seit ich die Auszahlung beantragt habe. Ich finde es nur irreführend, wenn man ständig einen anderen Grund findet, warum man es nicht auszahlt.

So, I have mail from Casombie Support. I'll copy their answer in here, let me tell you that I have requested my payment via banking, which is also offered there. Here's the answer.......

Dear Susanne L ***,

We would like to inform you that your payment request in the amount of 100 EURO, 200 EURO to Zimpler Sepa has been rejected by the payment provider.

We cannot process your withdrawal requests via this payment method. Please request a withdrawal with another payment method of your choice, e.g. B. EzeeWallet, MiFinity, Cryptocurrency.

Due to the change in the withdrawal service, we ask you to make a minimum deposit and to create a new withdrawal request. The minimum deposit can be requested for withdrawal without wagering.

* Verification of the new payment method may be required.

What is that supposed to ask now, after 16 days, when my winnings will be transferred? Something like that is rubbish or what is that supposed to mean? I also made a deposit via Sofort, but suddenly you cannot withdraw via banking? I feel really pissed off. Please could you help somehow?

With kind regards, Susanne L ***

So, ich habe Post vom Casombie Support. Ich kopiere deren Antwort mal hier rein, dazu sei gesagt ich habe meine Auszahlung über Banking angefordert was ja dort auch angeboten wird. Hier die Antwort.......

Liebe Susanne L***,

Wir möchten Sie darüber informieren, dass Ihre Auszahlungsanforderung in Höhe von 100 EURO, 200 EURO an Zimpler Sepa von der Zahlungsanbieter abgelehnt wurde.

Wir können Ihre Auszahlungsanfragen über diese Zahlungsmethode nicht bearbeiten. Bitte beantragen Sie eine Auszahlung mit einer anderen Zahlungsmethode Ihrer Wahl, z. B. EzeeWallet, MiFinity, Cryptocurrency.

Aufgrund der Änderung des Service für die Auszahlung bitten wir Sie, eine Mindesteinzahlung vorzunehmen und eine neue Auszahlunganfrage zu erstellen. Die Mindesteinzahlung kann ohne Umsetzen zur Auszahlung angefordert werden.

*Die Verifizierung der neuen Zahlungsmethode kann erforderlich sein.

Was soll das jetzt, nach 16 Tagen nachfragen, wann mein Gewinn überwiesen wird? Sowas ist doch Verarsche oder was soll das? Ich habe ja auch über Sofort einbezahlt, aber über Banking können Sie jetzt auf einmal nicht auszahlen? Ich komme mir echt veralbert vor. Bitte könnten Sie da irgendwie helfen?

Mit lieben Grüßen Susanne L***

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.

If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers. 

Dear Isimaus67,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

No, I should make a request again using the same payment method, Bank Transfer. So I'm still waiting for 300 euros since 12/21/2021! I don't think anything will come soon! LG Susi

Nein, ich sollte noch einmal eine Anfrage machen undzwar mit der gleichen Audzahlungsmethode, Bank Transfer. Also warte ich immer noch auf 300 Euro seit dem 21.12.2021! Ich glaube bald, da kommt gar nichts! LG Susi

So, now another new update.

On 01/07/2022 I applied again for a withdrawal request at Casombie Casino.

I should confirm this in live chat, which I did.

Now there is another date for this payment, namely January 13, 2022.

Very strange, it keeps getting relocated!!!

That's not normal, is it?

So, nun nochmal ein neues Update.

Am 7.1.2022 habe ich erneut eine Auszahlungsanfrage im Casombie Casino beantragt.

Dieses sollte ich im Live Chat bestätigen,was ich auch gemacht habe.

Nun steht an dieser Auszahlung wieder ein anderes Datum, nämlich nun der 13.1.2022.

Sehr merkwürdig, es wird immer wieder verlegt!!!

Sowas ist doch nicht normal, oder?

So, I asked again in live chat. And now they have technical problems.

It's a total rip-off..... I really can't say anything else

So, habe erneut im Live Chat nachgefragt. Und nun haben sie technische Probleme.

Totale Verarsche ist das..... Kann ich echt nicht anders sagen

I've been waiting for my payout of 300 euros since December 21, 2021.

One is constantly put off, each time there is a new problem. It can't be, can it?

Ich warte nun seit dem 21.12.2021 auf meine Auszahlung von 300 Euro.

Man wird ständig vertröstet, jedesmal gibt es ein neues Problem. Das kann doch nicht sein, oder?

Thank you very much, Isimaus67, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you, that's nice

Vielen Dank, dass ist lieb

Hello Isimaus67,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Casombie Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Casombie Casino team, could you please state the reason why the player's withdrawal has not been fully processed yet and when can the player expect the payment?

Thank you in advance for providing the information.

Dear All,

Thank you for reaching out.

First of all, we would like to apologise for the inconveniences the client faced while withdrawing their winnings. We always do our best to accommodate our clients with the payment method of their choice, however, sometimes we face issues that are outside of our control.

Unfortunately, as detailed by the player, the withdrawal request was initially rejected by the payment provider. However, after the client created a new request, it was processed accordingly.

We hope the above clarifies the situation. Please let us know if there are further questions.

Sincerely,

Casombie

Wow.... Now it works all of a sudden? I am excited.....

Wow.... Jetzt geht es dann auf einmal? Ich bin gespannt.....

Dear Isimaus67,

At this point, it should only be a matter of time before the payment reaches you.

I will keep this complaint open until your confirmation regarding successful withdrawal.

Please let us know as soon as you receive the payment.

Hello, the payment has finally been received.

Thank you for the quick help.

Kind regards

Suzanne

Hallo, nun ist die Zahlung endlich eingegangen.

Vielen Dank für die schnelle Hilfe.

Mit freundlichen Grüßen

Susanne

What great news! Thank you, Suzanne, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Casombie, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru