Casombie Casino - La cuenta del jugador fue bloqueada.

I paid out €435. Then I got an email that I had to verify my account. I sent all the documents and after 2 weeks I received an email saying that my account was blocked. The reason for this is "Duplicate account". I only registered 1 account with correct data. I have confirmed this with identification documents. That's a scam! It can't be true... What can I do? It's definitely a mistake. I contacted support several times and only got "As a result of our Security Department's investigation, your game account has been identified as a duplicate. This account is permanently closed." NO EVIDENCE, NOTHING! That is not possible..

Ich habe 435€ zur Auszahlung gebracht. Dann habe ich eine Mail bekommen, dass ich mein Konto verifizieren muss. Ich habe alle Dokumente verschickt und nach 2 Wochen kam bei mir ne Mail wo stand, dass mein Konto gesperrt wurde. Der Grund dafür ist "Duplicate account". Ich habe nur 1 Account registriert und zwar mit richtigen Daten. Diese habe ich mit Ausweisdokumenten bestätigt. Das ist doch ein Betrug! Kann ja nicht wahr sein... Was kann ich tun? Es ist bestimmt ein Fehler. Ich habe Support mehrmals kontaktiert und habe nur "As a result of our Security Department's investigation, your game account has been identified as a duplicate. This account is permanently closed." KEINE BEWEISE, GAR NICHTS! Das geht überhaupt nicht..

Hello Edgars,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casombie Casino. Please allow me to ask you a few more question before we would move forward.

Did you accumulate your balance from real money or did you use any bonus? Did the casino refunded your last deposit since your account got blocked? Could you please advise if there is anyone else from your household registered in the casino?

Looking forward to your answer.

Regards,

Nick

Hello, thank you for your answer.

1. Everything was real money, no bonuses.
2. The email said that the last deposit of 100€ will be refunded (has not yet arrived)
3. no I live alone.

They also had something with the IP in the email, probably. is that the reason I registered on Casombie because my friend recommended it to me (we were in one household during registration and few other playsessions of few minutes), otherwise I only played alone, and during my comeback too. It can't be that something like that is illegal, can it? We are two separate people and only played on our own accounts. I submitted my documents for verification (ID, address), this should show that I am an independent person. I can create an account no matter where I am.

Hallo, vielen Dank für Ihre Antwort.

1. Alles war Echtgeld, keine Bonuse.
2. Im Email wurde gesagt, dass die letzte Anzahlung von 100€ erstattet wird (ist noch nicht angekommen)
3. Nein. Ich wohne alleine.

Die haben auch irgendwas mit der IP im Email gehabt, vllt. ist das der Grund. Ich habe auf Casombie registriert, weil es mir meine Bekannte empfehlt hat (wir waren in einem Haushalt während der Registrierung und paar andere playsessions von paar Minuten), sonst habe ich nur alleine gespielt, und während meines comebacks auch. Es kann aber nicht sein, dass so was illegal ist, oder? Wir sind zwei seperate Personen und haben nur auf eigenen Accounts gespielt. Ich habe meine Dokumente zur Prüfung abgegeben (Ausweis, Adresse), das sollte zeigen, dass ich eine eigenständige Person bin. Ein Account darf ich ja erstellen, egal wo ich bin..

Hello Edgars,

Playing from the same IP shouldn't be an issue. However, playing cooperatively for example on the same game is strictly against terms and conditions as it is considered as an unfair practice. Could you please advise if you and your friend played the same game at the same time? Do you know if he has his account closed too or not?

Hey. And no, we were not playing the same game at the same time, were not cooperating in any way shape or form. I played from my account only on my phone/computer. Did not play a single game on my friends account and my friend never played on mine.

My friend is currently in verification process to withdraw as well, I'll keep you updated.

I will just also mention that I never experienced something like this, and I visited a lot of casinos in my life. This feels truly unfair and like a scam from their side.

Making a decision to permanently close an account without giving proof of any sort is unjustified, just... terrible experience

I have received the 100€ back (my last deposit), but no winnings, so 335€ are still missing.

These 335 are not "pure winnings" either, I have made 330 deposit before my last 100 (totaling 430).

Withdrawal of 435 would put me just.. even, and I'm not even getting that back. So sad

Checked an Email from them, after writing a neat msg to their support, simply got this as an answer "As a result of our Security Department's investigation, your game account has been identified as a duplicate. This account is permanently closed. In case of a dispute situation, the decision of the Casino administration is considered final and is not negotiable."

What a joke..

Thank you Edgars for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Edgars,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Casombie Casino to the conversation to participate in the resolution of this complaint.

Hello! I would like to update the situation. Just a day ago, after I have lost all hope - I received an Email saying: "We are glad to inform you that your account has been successfully verified by our Finance Department.

Please accept our apologies, your account has been reopened."

This is very unexpected and made me happy as it is justice...

I see the remaining 335€ in my casino account. I will try to withdraw them and update you on how its gonna go (hopefully this will go well).

Good Morning,

First and foremost, we would like to apologize for the delayed reply, as a thorough investigation into the account had to take place. After the investigation, it was concluded that the account of the user passed verification and is now open.

The user is now welcome to request the withdrawal of their winnings, and the relevant department will take it into processing.

We would like to offer our sincere apology for the caused inconvenience.

Should you have any other questions, feel free to contact us via chat.

Best regards,

Casombie.com

Hi all, thank you for your replies.

Dear Edgars,

I'm glad to hear that your account was verified and reopened. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter