Casombie Casino - プレーヤーはアカウント閉鎖後に返金を求めています。

Hello,

I have been disabled by the admin at Casombie as they claimed I apparently had 2 accounts. That is not my main concern here. I had communicated with the support team via email at the end of January/beginning of February 2024, and they asked for my bank details, which I provided.

Disabled account has a balance of 449€, which belongs to me and naturally, I would like to have access to this as promised by the support team in their emails.

Since the beginning/mid-February, I have not received any response from support despite sending at least 5 emails. Nearly 4 weeks have passed with me sending an email every few days, and still no response. I even suggested the possibility that I was being scammed…

I kindly request someone who is capable to get in touch with the casino and try to clarify why my refund (remaining balance) has not been possible in 4 weeks and if it will ever be paid out at all.

Have a nice day otherwise,

sprinter0

Hallo,

ich wurde bei Casombie vom Admin disabled, da ich laut denen anscheinend 2 Accounts hatte. Das ist hierbei nicht mein Anliegen. Ich hatte Ende Januar/ Anfang Februar 2024 mit dem Support per Mail geschrieben und diese haben nach meinen Bankdaten gefragt, welche ich ihnen gab.

Auf dem gesperrten Account sind 449€ Guthaben, welche mir gehören und ich logischerweise haben möchte, wie es mir in Mails vom Support geschrieben wurde.

Seit Anfang/Mitte Feburar erhielt ich auf über mindestens 5 Mails keine Antwort vom Support. Nun sind fast 4 Wochen vergangen, in denen ich alle paar Tage eine Mail versende, und keine Antwort erhalte obwohl ich sogar meinte dass ich vermute hier gescammt zu werden…

ich bitte darum, dass jemand der dazu fähig ist, Kontakt mit dem Casino aufnimmt und versucht zu klären warum meine Rückerstattung (Restguthaben) in 4 Wochen noch nicht möglich war, und ob diese überhaupt jemals ausgezahlt wird.

ansonsten noch einen schönen tag,

sprinter0

Dear sprinterdave0,

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 you are not aware of opening more than one account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please advise if you passed the verification before your account was blocked?
• 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, Thanks for the quick reply.

Right, at the time I didn't even know about the second account. The fact that my account is blocked is not a problem. As I said, it's about getting my remaining balance on the account transferred (as promised).

Account verification was never necessary, so I hadn't done it yet.

The prize (€449) was won without any active bonuses.

In summary, I have a right to my money (even if the account is disabled by the admin). In addition, Casombie support (finance department) received my payout details by email and said that I can expect the money in the coming days.

This was at the beginning of February, and since then I have not received any answers to new or old emails.

Best regards

Sprinter0

Hallo, vielen dank für die schnelle Antwort.

Richtig, zu dem Zeitpunkt wusste ich das gar nicht mit dem zweiten Konto. Dass mein Konto gesperrt ist, ist kein Problem. Es geht wie gesagt darum, mein Restguthaben auf dem Account (wie versprochen) überwiesen zu bekommen.

Die Kontoverifizierung war nie nötig, deshalb hatte ich diese noch nicht durchgeführt.

Der Gewinn (449€) wurde ohne aktive Boni gewonnen.

Zusammenfassend ist zu sagen, dass ich ein Recht auf mein Geld habe (auch wenn der Account vom Admin disabled ist). Außerdem hat der Casombiesupport (Finanzabteilung) per Mail meine Auszahlungsdaten erhalten und meinte, dass ich das Geld in den kommenden Tagen erwarten kann.

Dies war Anfang Februar, seitdem bekomme ich keine Antwort mehr auf neue oder alte Mails.

Mit freundlichen Grüßen

Sprinter0

Thank you very much for your reply, sprinterdave0. 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.

Thank you very much for the help, I have sent the email traffic to the mail.

In terms of date, some emails may not be in the correct order, but the date is always on it.

Kind regards, Sprinter

vielen dank für die hilfe, den emailverkehr habe ich an die Mail geschickt.

Vom Datum her sind einige Mails möglicherweise nicht in der richtigen Reihenfolge, dafür steht immer das Datum drauf.

Mit freundlichen Grüssen Sprinter

Thank you very much, sprinterdave0, for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello sprinterdave0,

I am so sorry to hear your refund hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Casombie Casino representative to join this conversation and participate in resolving this complaint.

Dear Casombie Casino,

Could you state why the player's refund has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I really hope that I will be helped here, I have spent a lot of money and of course I would like to be entitled to the money I have won.

If the casino gets in touch (which it hasn't done for over a month despite many emails), then I just ask that they send me my money manually so that there are no legal consequences... I find that extremely unprofessional, it seems like a rip-off, because I have contacted the casino many times and I haven't gotten any answers for a month

Ich hoffe wirklich dass mir hier geholfen wird, habe viel Geld ausgegeben und möchte demnach natürlich Anspruch auf mein gewonnenes Geld haben.

Falls sich das Casino meldet (was es jetzt über 1 Monat nicht getan hat trotz vielen Mails), dann bitte ich lediglich darum mir manuell mein Geld zu schicken, sodass es keine rechtlichen Folgen geben muss…finde das extrem unprofessionnel, es wirkt wie Abzocke, da ich das Casino oft kontaktiert habe und ich seit einem Monat keine Antworten kriege

Dear Casombie Casino,

I ask you to join this conversation and clarify what is happening now. I haven't received any replies for over a month and I'm being ignored by them. This is very unfair so I just want to know what the problem is.

This time I really hope you help with this case because you can't deal with your customers the way you are now, it's against the law

Liebes casombie casino,

ich bitte sie dieser Konversation beizutreten und aufzuklären was nun ist. Ich bekomme seit über einem monat keine antworten und werde von ihnen ignoriert. Das ist sehr unfair weswegen ich lediglich wissen möchte, was das Problem ist.

Ich hoffe diesmal wirklich dass sie bei diesem fall mithelfen, weil so wie jetzt können sie mit ihren kunden nicht umgehen, das ist gesetzeswidrig

@Stefan Are there still ways for me to get the money if Casombie support continues to ignore me?

@Stefan gibt es noch möglichkeiten für mich an das geld zu kommen, falls der casombie support mich weiterhin ignoriert?

I just wrote to Casombie's live chat. I was told the money was withheld or the refund was refused.

For me that is absolute cheekiness. Since February 6th I haven't received a single reply to emails, and apparently my money never arrives?!

I was promised a refund by email and it's about my money, that can't be right

Ich habe gerade mit dem livechat von casombie geschrieben. Da wurde mir gesagt das geld wurde einbehalten bzw. die Rückerstattung verweigert.

das ist für mich die absolute frechheit. Seit dem 6. februar kriege ich keine einzige antwort auf emails, und anscheinend soll mein geld nie ankommen?!

mir wurde per mail doch die rückerstattung versprochen und es geht um mein geld, das kann doch nicht sein

Dear Stefan,

Thank you for reaching out.

Please be informed that we sent you an email to stefan.m@casino.guru.

Looking forward to your reply.

Best regards,

Customer Support

Dear Casombie Casino,

Could you state if the player has used any deposit or no deposit bonuses on current or previous accounts?

I'll be awaiting your reply.

Dear Stefan,

Yes, he has.

We responded to your email, looking forward to your reply.

Best regards,

Customer Support

The bonus thing wasn't when I won €449, as I said, there was no bonus active and no deposit bonus or anything like that. I don't understand what bonuses from the past have to do with my real money balance... I just want my money, which is what I'm entitled to.

They also have email communications with Casombie without involving me, so again I don't know what's happening and I continue to be ignored by Casombie

Das mit dem boni war nicht bei dem Gewinn von 449€, wie gesagt da war kein bonus aktiv und kein einzahlungsbonus oder sowas. Verstehe nicht was jetzt boni aus der vergangenheit mit meinem echtgeldguthaben zu tun haben…ich möchte doch einfach nur mein geld was mir zusteht.

ausserdem führen sie email verkehr mit casombie, ohne mich mit einzubinden, also weiss ich wieder nicht was passiert und werde weiterhin von casombie ignoriert

Dear Casombie Casino,

Thank you for your email and the information provided. I will have a look at it and return to you as soon as possible.

Your patience is much appreciated

Hello sprinterdave0,

Are you aware that you have opened multiple accounts? Did you claim any welcome or no deposit bonuses on a current account?

I'll be awaiting your reply.

Hello sprinterdave0,

Thank you for your response, and the information provided.

Dear Casombie Casino,

Could you comment on this?

I'll be awaiting your reply.

Hello sprinterdave0,

I have reviewed the evidence provided by the casino and it looks like you have claimed welcome bonuses on both accounts, which indicates an advantage over the casino as you wouldn't be able to use the bonuses on one account. Could you comment on this?

I'll be awaiting your reply.

Dear Casombie Casino,

Could you confirm if the player's winnings were gained from a real money deposit without using any bonus?

I'll be awaiting your reply.