The player from Germany had their account disabled due to accusations of having two accounts. Despite providing banking details to the support team for a refund of the balance of 449€, they did not receive any response to multiple emails sent over the past four weeks. The casino confirmed the presence of multiple accounts and incorrect personal information, leading to the confiscation of winnings. The casino agreed to refund only the last deposit of 15€, which was processed. The player's account remained permanently closed. The complaint was marked as 'resolved' by the Complaints Team.
Casombie Casino - Player is seeking refund after account closure.
Amount: €449
Casombie Casino
Safety Index:HighSafety Index
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8.7
Casombie Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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10 months ago
Translation
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
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10 months ago
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
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10 months ago
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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
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9 months ago
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.
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9 months ago
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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
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9 months ago
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.
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9 months ago
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.
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9 months ago
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.
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9 months ago
Translation
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
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9 months ago
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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
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9 months ago
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@Stefan Are there still ways for me to get the money if Casombie support continues to ignore me?
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9 months ago
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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
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9 months ago
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
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9 months ago
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.
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9 months ago
Dear Stefan,
Yes, he has.
We responded to your email, looking forward to your reply.
Best regards,
Customer Support
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9 months ago
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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
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8 months ago
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
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8 months ago
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.
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8 months ago
Translation
Hello, I didn't realize at first that you can only have one account. I had bonuses 1-2 times, but never paid out any of them, I just lost them.
I have never had a welcome bonus.
I now understand that my account is blocked because I had more than 1 account, which is not allowed.
This was explained to me in email correspondence with Casombie and yet
I was promised the remaining balance (real money, no bonus) on the account but now apparently it has been refused...
I just hope that I get my remaining credit. This discussion has been going on for over 2 months and on this support platform for almost 2 months now
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8 months ago
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.
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8 months ago
Dear Customer,
Thank you for your reply.
We would like to inform you that the winnings were confiscated in accordance with the following article from our Terms and Conditions:
3.2 Your account with the Website must be registered in your own, correct, name. Only one account per person, per household/address, per phone number/email, and per IP address is allowed. Any other accounts that are opened on the Website will be considered as "Duplicate Accounts". You must not attempt to open a Duplicate Account, including by providing false or alternative credentials. If you open or attempt to open any number of Duplicate Accounts, we reserve the right to close some or all of your accounts without any compensation and apply the following sanctions:
each action performed using a Duplicate Account is considered void;
any promotions that the Duplicate Account has participated in will be cancelled;
any winnings obtained on the Duplicate Account will be void. Any processed withdrawals will be reversed and will be owed back to the Company;
the Duplicate Account will be closed without an option to reopen it.
The decision to confiscate winnings obtained by a duplicate account is final.
Best regards,
Customer Support
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8 months ago
Translation
Ok, so there is no way to get my money even though I deposited a lot?
and I don't understand why I wasn't warned anywhere that I couldn't deposit into a second account. This was possible on your platform, so I'm wondering why this was possible and why I'm being punished for it.
As I said, I didn't know at the time that you could only have one account.
So I was not warned by the casino when I created another account.
I will not create any more accounts now that I am aware of this.
My account is blocked so I can't play on casombie anymore anyway.
is it still possible for them to give me the money manually, since I actively played on their platform without being informed that if I deposit money, any possible winnings cannot be paid out anyway.
In this case, this would constitute fraud, as they took my money (a lot of money) but did not pay out any possible winnings.
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8 months ago
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Dear Casombie Casino,
I understand that you are not allowed to open second accounts, but I do not understand that deposits work but withdrawals do not. Because, as described, I deposited a lot of money without being able to withdraw. This is fraud.
I hope you (@Stefan) can understand my situation.
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8 months ago
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If every transaction is invalid according to your point 3.2, then according to you I am now entitled to a refund of all amounts deposited into the account in question.
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7 months ago
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.
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7 months ago
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I have not accepted any welcome bonuses, only general bonuses that were given to me through deposits, for example.
The winnings of 449€ were achieved without any bonuses.
no payout was made that resulted from bonuses
As I said, I don't understand what bonuses that were not paid out have to do with the winnings of €449 that were earned with real money.
Casombie states that winnings can be withheld, but I therefore have a right and claim to the sum of all deposits, since these could not have been wagered anyway.
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7 months ago
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.
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7 months ago
Dear Stefan,
Thank you for your reply. We would like to inform you that the winnings were gained from a real money deposit.
Best regards,
Customer Support
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7 months ago
Dear Casombie Casino,
Can you please state if the player has entered the correct information in a registration form? Was the player verified on this account?
I'll be awaiting your reply.
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7 months ago
Dear Stefan,
Thank you for your reply.
The customer did not enter correct personal information during registration, as his name differs from the one in his bank information that he provided.
He was not verified on our website.
Best regards,
Customer Support
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7 months ago
Translation
Yes, because at that time I didn't know that it was forbidden.
Furthermore, I was still able to deposit without the chance to withdraw any winnings, which is fraudulent and unfair to me, which is why I either have to 1. get all the real money amounts I deposited refunded or 2. get the winnings of 449€.
If this is not the case, then I was cheated because I was able to deposit money without being told that the money could not be withdrawn, so they took my money without the possibility of withdrawing winnings.
This discussion has been going on for over 3 months and we are not making any progress. It does not matter whether I was verified (this was not even required on Casombie) or had bonus money. Please, I thought that this was competent advice and help, but I am not being helped here, instead they have been going around in circles for 3 months and Casombie has kept all my real money deposits and possible winnings - and that was apparently clear in advance, which is why the possibility of being able to deposit here is illegal and I am therefore demanding either point 1 or point 2.
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7 months ago
Dear Casombie,
Thank you for your response and the information provided. Would you consider paying the player the deposits made to the casino?
I'll be awaiting your reply.
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6 months ago
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.
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6 months ago
Dear Stefan,
We can offer a refund of the last deposit made according to the following article from our Terms and Conditions:
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice:
<…>
void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account;
<…>
The amount would be 15 EUR.
Best regards,
Customer Support
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6 months ago
Translation
Ok I understand that.
Is there no way to access the total amount of all deposits into the account? Because there was no option to withdraw, but I was able to deposit.
As I said, this is not legal, so I'm asking Casombie Guru (Stefan) to clarify the situation. It's an absolute disgrace that I'm being told that I can get €15 back. I've deposited several hundred, if not €1000 in total with real money into my account, then I won €450 and I'm being told that €15 can be refunded.
Dear casombie casino,
I ask you to refund all deposits on the account, as according to you they were apparently invalid anyway.
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6 months ago
Hello sprinterdave0,
The problem is that you entered invalid information in a registration form and you should not be eligible for any funds as this is considered a fraud. It is a Casino's goodwill that they are willing to pay you the last deposit. The problem is that the casinos do the KYC after the first requested withdrawal (which is industry standard) and they were not aware that you have entered the invalid information until this point.
Dear Casombie Casino,
Could you let us know once you refund the player his last deposit? Would you consider letting the player correct the information and let him play in the casino or do you want the player's account to be closed permanently?
I'll be awaiting your reply.
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6 months ago
Dear Stefan,
Thank you for your message.
We would like to inform you that the last deposit of 15 EUR was returned to customer’s bank account on 02.06.2024.
The account is to remain permanently closed.
Best regards,
Customer Support
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6 months ago
Hello sprinterdave0,
Could you confirm if you have received the refund of 15€?
I'll be awaiting your reply.
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6 months ago
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Yes, receive 15€.
I think it's a disgrace that I deposited over 500€ and didn't get my winnings of 449€.
and apparently I want to be satisfied with 15€.
If the help in this portal is no longer available, I will take legal action against it privately and through a lawyer.
Dear Casombie Casino,
this will clearly have serious consequences for your organization. I have now given you more than 3 months and more than 10 chances to pay me my winnings, or the alternative of paying me back all deposits due to unfair conditions (fraud)
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6 months ago
Dear sprinterdave0,
I will now mark the complaint as 'resolved' in our system.
If you are not satisfied with the outcome, you can still try to contact the Curacao Antillephone N.V. regulator and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com).
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.
Best regards,
Stefan, Casino.Guru
