The player from Germany has been trying to withdraw their winnings for 3 weeks. The player confirmed that the withdrawas was processed successfully.
Casombie Casino - Player is not able to withdraw winnings.
Amount: €200
Casombie Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
Hi,
I requested the first payout 2 weeks ago. I applied for the 3rd today after I was told twice that my IBAN allegedly contained spaces. Ridiculous. I entered it correctly! I'm now afraid that I won't get the money anymore and 200€ is a lot of money for me. Would be great if you could help me.
Greetings 🙂
Automatic translation:
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2 years ago
Dear Kellninho,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never made any successful withdrawals before?
Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.
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
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2 years ago
Translation
Thank you for opening the case.
I have already sent you an email. And no on the site has never been paid out before. I wanted to test them first.
LG
Automatic translation:
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2 years ago
Thank you for your reply and email, Kellninho. Do I understand correctly that you used a correct IBAN (without spaces), however the casino claims otherwise?
Also - I am not sure I understood your message correctly, could you please advise if you passed (or tried to pass) the verification?
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2 years ago
Translation
Hello Kristina,
Yes, exactly! A check/verification has not been requested and should not be necessary from what I have heard. At least I was not asked to do so and it is not clear where on the site you should verify yourself.
Automatic translation:
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2 years ago
Kellninho, in fact, KYC is necessary for the vast majority of online casinos that are not anonymous. Some casinos process smaller or first withdrawals without verifying their players, but most of them later request at least some kind of ID and proof of address.
Could you please advise if you tried withdrawing your winnings using an alternative withdrawal method?
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2 years ago
Translation
Hi Kristina,
after I put pressure on again, the money came today. Thank you for the help 😊
Automatic translation:
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2 years ago
Awesome news, Kellninho. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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