Casombie Casino - El jugador tiene dificultades para retirar sus fondos.

Good day,

Unfortunately I couldn't change the location, but I'm not from Puerto Rico but from Germany.

My complaint is that the communication with the casino is not working. I requested a withdrawal on 5/3/23. I then received an email saying that my withdrawal was being processed.

A week went by and nothing happened, then I contacted the live chat which told me I had to wait for the verification email. This came the next day and was followed by 2 days of communication with the casino's finance department. When requested, I always sent in the required documents within an hour of the request.

Now I've been ignored by the casino for over 1 week, no more inquiries/emails are answered and the payout isn't processed either.

I would also like to add that the requested verification documents are significantly more private than other casinos require. Among other things, I was asked to send in my complete bank statements for the last 3 months, including every single transaction that was made. This is, in my opinion, a clear violation of data protection regulations and an invasion of my privacy.

Guten Tag,

ich konnte den Standort leider nicht ändern, komme aber nicht aus Puerto Rico sondern aus Deutschland.

Bezüglich meiner Beschwerde geht es darum das die Kommunikation mit dem Casino nicht funktioniert. Ich habe am 03.05.23 eine Auszahlung beantragt. Daraufhin erhielt ich auch direkt eine Email welche besagte das meine Auszahlung bearbeitet wird.

Eine Woche verging und nichts passierte, daraufhin meldete ich mich beim Live Chat welcher mir sagte ich müsse auf die Verifizierungsemail warten. Diese kam am nächsten Tag und es folgten 2 Tage der Kommunikation mit der Finanzabteilung des Casinos. Nach Aufforderung schickte ich immer innerhalb einer Stunde nach Anfrage die geforderten Dokumente ein.

Nun werde ich bereits seit über 1 Woche vom Casino ignoriert, es wird auf keine Anfragen/emails mehr geantwortet und die Auszahlung wird auch nicht bearbeitet.

Auch möchte ich hinzufügen das die angeforderten Dokumente zur Verifizierung deutlich privater sind als andere Casinos dies anfordern. Unter anderem wurde ich aufgefordert meine kompletten Kontoauszüge der letzten 3 Monate inklusive jeder einzelnen Transaktion die getätigt wurde einzusenden. Dies ist meiner Auffassung nach eine deutliche Überschreitung der Datenschutzbestimmungen und eine Verletzung meiner Privatsphäre.

Dear r9r6hhqwqs,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Please understand checking the transactions might be sometimes necessary due to AML regulations.

Do I understand correctly you provided the casino with everything they requested, but they didn't inform you whether they accepted the documents or not?

Please note the screenshots you submitted to us were too low resolution and we couldn't read them. Please submit them again in the complaint thread or alternatively send them to my email at tomas@casino.guru

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

Best regards,

Tomas

I have forwarded the email history to your email again.

Ich habe Ihnen den Email Verlauf noch einmal an ihre email weitergeleitet.

Thank you very much, r9r6hhqwqs, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you r9r6hhqwqs for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Casombie Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Good day,

the casino has now deactivated my account and excluded me from this and all partner sites.

My initial deposit of 20 euros was returned to me this morning.

So I strongly assume that I will not receive any more of the 2000 euros.

Nice to see that Casombie treats customers who play a max win in one of their slots.

Of course, all this happens without comment and without communication with me. A case for the lawyer?

best regards

Guten Tag,

das Casino hat mittlerweile meinen Account deaktiviert und mich von diesem und sämtlichen Partnerseiten ausgeschlossen.

Mir wurde mein anfängliches Einzahlungsgeld von 20 Euro heute Morgen zurück überwiesen.

Ich gehe also stark davon aus das ich von den 2000 Euro nichts mehr erhalten werden.

schön zu sehen dass Casombie so mit Kunden umgeht die einen Max-Win in einem Ihrer slots erspielen.

Selbstverständlich geschieht dies alles kommentarlos und Ohne Kommunikation mit mir. Ein Fall für den Anwalt?

beste Grüße

Dear Customer,

Thank you for reaching out.

We would like to inform you that after a thorough review of your account, we have to a decision to credit back and pay out the winnings to your bank account. The amount of 2430 EUR will be paid out to you in 5 separate payments, which are scheduled in the following way:

500EUR 1.06.2023

500EUR 4.06.2023

500EUR 7.06.2023

500EUR 10.06.2023

430EUR 13.06.2023

The account is to remain closed according to the following article from our Terms and Conditions:

3.9 We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Best regards,

Customer Support 

Thank you very much for the update. We will keep this complaint open until r9r6hhqwqs confirms their withdrawal has been successful. Please keep me informed about any further developments.

Good day,

many thanks for the answer.

I will now wait and see and give feedback on each date mentioned as to whether everything worked.

Guten Tag,

vielen Dank für die Antwort.

Ich werde nun erstmal abwarten und jeweils zu jedem genannten Datum ein Feedback abgeben ob alles funktioniert hat.

Good day,

I am pleased to inform you that I have just received the payment of €500 scheduled for June 1st, 2023.

I would ask you to keep the mail open until the last payment date on June 13th, 2023.

As far as everything goes well, I will confirm each payment here again individually.

in hopes of a positive outcome,

r9r6hhqwqs

Guten Tag,

ich freue mich Ihnen mitteilen zur dürfen, dass ich soeben die auf den 01.06.2023 terminierte Zahlung von 500€ erhalten habe.

Ich bitte Sie bitte Sie den Post trotzdem weiterhin bis zum letzten Zahlungstermin am 13.06.2023 offen zu halten.

Ich werde soweit alles klappt, jede Zahlung hier noch einmal einzeln bestätigen.

in Hoffnung auf einen Positiven Verlauf,

r9r6hhqwqs

Good day,

I can currently confirm receipt of the first 3 payments.

3/5 paid.

I'll get back to you in a few days to confirm the last payments if made.

best regards,

Guten Tag,

aktuell kann ich den Eingang der ersten 3 Zahlungen bestätigen.

3/5 bezahlt.

Ich melde mich in ein paar Tagen noch einmal um die letzten Zahlungen zu bestätigen falls erfolgt.

besze Grüße,

Hello,

I can hereby confirm that the full amount has been paid out as announced.

best regards

Hallo,

hiermit kann ich bestätigen, dass der gesamte Betrag wie angekündigt ausgezahlt wurde.

beste Grüße

Dear r9r6hhqwqs,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter