The player from Austria had requested a withdrawal less than two weeks prior to submitting this complaint. His money hadn't been received yet. Despite having made successful withdrawals in the past without requiring KYC verification, his recent withdrawal request had been cancelled twice due to unspecified technical issues. We attempted to investigate the matter by asking for additional details, such as the chosen withdrawal method and any pending withdrawals. However, the player failed to respond within the given time frame, forcing us to reject the complaint due to lack of further information.
Casombie Casino - Player believes that their withdrawal has been delayed.
Amount: €500
Casombie Casino
Safety Index:HighSafety Index
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8.6
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
7 months ago
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8 months ago
Translation
Good day!
I am reaching out as my money is not being paid out. The payment was initially cancelled without a reason, alleging an issue with the provider. This is odd as the previous three withdrawals worked seamlessly within three days. Now, I have been told that it is delayed due to issues. No matter how often I have contacted the support, I am always put off in one way or another. While the 14-day waiting period has not yet been reached, it is apparent that the casino no longer wishes to make a payout, so I am now requesting mediation.
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8 months ago
Dear Paul03,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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8 months ago
Translation
I'll get in touch as soon as there's news
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8 months ago
Translation
My withdrawal has now been canceled for the second time after another week for no reason. I'm still being held back with technical problems. They just don't want to pay out the money!
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8 months ago
Thank you for your reply, Paul03. Do I understand correctly that you have made successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus?
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8 months ago
Translation
Yes, 3 withdrawals before that worked without any problems. The KYC verification was not required and is not necessary after consulting support. I collected the winnings without a bonus.
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8 months ago
Which payment method to withdraw your winnings have you opted for? Was it the same one you used in the past? Do you currently have any pending withdrawals? If possible, please post a screenshot of your withdrawal history here in this thread.
Additionally, 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.
