Casombie Casino - Player's account is closed.

I was wining big today, after a decided to stop and withdraw, I remembered to do the verification of my documents, I've opened the chat for informations and did all they request. After I returned to my girlfriend's place, I was going to show her the amount and maybe play a little bit more as the verification and withdraw would take some time.

At this moment my account was not avaiable anymore, I opened a new chat support, they told me that the closing was an administration decision and I should contact them by email, what I did.

Both of the email and chat support have told me the same thing, that I should read the Terms and Conditions, sector 9.1, what I did. I could not found nothing related to how I was using the Casino.

So now my account is closed, and they say that is irreversible.

After I started my documents verification, I played for a few hours, and won circa BRL 2000 more, at this time the games started to close all the time, sometimes I couldn't spin more than 5 times depending on the slot, as I was playing at the slots that I had the bigger wins mainly.

So now I'm at this very unfair situation, and I ask them which specific part of the sector 9.1 Terms and condictions I violated, no answer so far.

¹Obs: At the moment I started my verification process, I had the amount which I requested confirmation from the operator, as I said befor I won circa BRL 2000 more.

²Obs: I have videos a few videos of the playing session development, but they are too big for the upload, I'm also not sure if they would help or not.

Dear viniweise,

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 breaching any of the points listed in that specific term?

Could you please clarify the dispute value (R$6185)? Is this the amount of winnings that is being held in your casino account? Did you accumulate these 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

Hi Kristina,

First of all, thank you for helping me at this issue.

I read the terms and didn't found anything related with my behavior.

Yes that was the amount of real money at my account balance.

I had no bonuses active while playing related to this earnings.

This situation is very unfair, I hope we can solve this situation the best way possible.

Thank you very much, viniweise, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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,

Thanks for your help Branislav, yesterday they refund me with R$30, the email is written as I had ordered the withdraw, I said that I wanted my account amount. The operator answered exactly this: Sua questão (11344287)) foi atualizada. Para adicionar comentários adicionais, responda a este e-mail.

Hello, viniweise,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casombie Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Casombie Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? What steps should the player take to unblock the account and/or withdraw the winnings?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

Thank you for contacting us.

We have sent you an email with the evidence and the action taken on the customer’s account. Please let us know in case you need more information.

Best Regards,

Casombie

Thank you for your email and explanation, Casombie Casino team.

Can you please look at my last email regarding the matter and provide me with additional details?

Dear viniweise,

I am sorry for the delay.

While I am waiting for the casino's response to my email, allow me to ask you a few questions about your game history and deposits to clarify the situation.

Can you please provide me with the information on the origin of the funds you deposited to the casino? Do you have a regular job? If yes, how are you paid for it, and are you able to prove the origin of your income?

Is it possible that you used funds belonging to another person for deposits made to the casino?

Could you send me a bank statement with all the necessary details for the deposit made to the casino on October 25, 2023? It would be great if there is also information about the exact date and time of the transaction, and if possible, the information about your balance before and after the transaction in question.

What type of games did you play in the casino most, or, from which type of games were the disputed/confiscated winnings gained?

No worries about the delay, I just want to clarify everything.

I'll answer one part now and later I can send the pictures and all documents I cand use to help.

I have two main sources of income, I'm the building manager where I live, so part of my personal expenses are payd from this money, and I have a small beer business, it's called Cervejaria Artesanal Fulminant, you can reach us at Instagram at @cevafulminant, our CNPJ is 34.739.838.0001-13. it's kind of a familiar small business, we work brewing special beers such as IPA's, special Pilseners, strong Ales, etc

I always use my nubank account for this kind of transactions, the company CNPJ is linked to my CPF, so if I you check my personal account, there will be some of small deposits from clients, what's legal, when selling beer directly to the final client. When I sell to bars or markets, I must use the CNPJ account. I can provide proof of everything of that, from pictures, sharing screen, videos of my screen, etc

I believe that the casino is taking security precautions, and I understand that, but the way they treated the case was unfair, I have nothing to hide, as soon I ended up the design of a new beer label ( t's taking forever 😅) I'll reach the files you asked me to.

Thanks once again for the time helping to solve the case.

Alright, viniweise, I understand. Thank you very much for the clarification, and good luck with the design of a new beer label!

As mentioned, I am waiting for further information and details from the casino via email, and it will surely take some time. Feel free to provide the documents/screenshots when you gather all of them.

It is possible you will be able to add only screenshots to your posts, so for the purpose of sending documents in other formats, you can send them to my email (branislav.b@casino.guru).

Additionally, can you also reply to the question about games played?

"What type of games did you play in the casino most, or, from which type of games were the disputed/confiscated winnings gained?"

Hi, sorry I had to sleep a few hours, as I'm driving 300km in a couple hours for an hop event at Porto Alegre.

Usually I used to play the same games. After this case of not receiving the money, I got a little bit unmotivated for playing, you could verify it at other casinos, which I can provide names if you need.

So the usual providers was blueprint and Pragmatic games, fishing frenzy and it's variations, eye of Horus and it's variations, big Bass Bonanza and it's variations. I'm trying here to resume, but I could also try to make some kind of specific slots I played. I also play sometimes, The golden Forge, mystery reels. I also try sometimes games from entente and playson.

There's no order specific or anything, I choose a game, play a little bit, if it's not paying I change. Usually when I win some money, I go to new games to try, so at this situation I may have played some other bedside that list, it's been a while now, the casino would probably have a complete list of it.

About my account information, I've sent the complete October transactions to the casino, they probably have sent you the file, would you like the same file or something more specific about the date in case? I'm not sure what exactly I can provide from the account app.

Dear Branislav,

We have responded to your email, looking forward to your reply.

Thank you for your cooperation!

Best Regards,

Casombie

Thank you both for your replies and the additional details and data.

Dear viniweise,

The problem is with some of your deposits. It is a common procedure. The casino has to verify all the used payment methods and the origin of the funds used for deposits. It is not necessary to send anything to me for now, but you will likely have to provide the casino with additional documents.

Dear Casombie Casino Team,

Can you please look at the player's explanation for the deposited funds and income and provide him with detailed instructions on what exactly the casino needs to complete his verification and where should the additional documents be uploaded or sent?

Dear Customer,

We kindly request you to provide us the explanation of the incoming transaction on 24.10.2023 of 1100 BRL and the screenshot of this transaction from your online banking.

Thank you for understanding and your cooperation!

Best Regards,

Casombie

Dear Casombie Casino Team,

Thank you for your time trying to solve the case.

As I explained, we have this small familiar business, and sometimes we have expanses that I pay for. So the R$1100 was not especific for one thing and the person who sent it to me is my mother, you can look at the ID I sent at the ID verification. Sometimes we have to pay for barley malt, hops, bottles, the brewery where we use the structure to produce, the company car ( Renault Kangoo 2009) go all the time to the car shop to maintence, so many times that the car shop end of the year party, every year, is made with our beer to pay a part of the fix debts. My parents also make small barbecue parties with friends and they charge them and pay me later. I also do not have a fixed incoming, so when I need money I charge them from something thats missing or ask for money in advance. I can search for a best explanation looking where I used the money and try to find more transactions of this sort of payments if yoy need. Its really not a problem if you need more details.

Feel free to ask me about others transactions.

Since you havent specified an adress to send the screenshot I will send it here, but Nubank does not allowed screenshots at the app, so I downloaded the file and attached here.

Dear viniweise,

Unfortunately, we see only 1 screenshot of a completely different transaction.

Can you please provide us with the details of the specific transaction that the casino above asked you to do?

If it is not possible to upload it here with your reply, feel free to use my email (branislav.b@casino.guru). However, since I can see you made a screenshot of another payment, it should be possible to do the same for the correct transaction.

Looking forward to hearing from you.

Um really sorry, I don't know what happened.

Dear Casombie Casino Team,

Did the player's explanation and the transaction details help you somehow?

What else should be provided by the player to prove the truth of his explanations?

To be honest, I am not sure about the reason the transaction details above were needed.

Dear Customer,

We kindly request you to provide us the explanation and the screenshots via email at support@casombie.com.

Thank you for understanding and your cooperation!

---------------

Dear Branislav,

We appreciate your cooperation in this.

Best Regards,

Casombie

Dear Casombie Casino Team,

Just to be clear, you want the same explanation and print I've uploaded here?

Alright, thank you both for your replies.

Dear Casombie Casino Team,

Your request was not specified differently compared to the previous one, only the way it should be sent to the casino.

I can confirm the player already sent the requested explanation and a screenshot of the transaction in question via email, I was in CC of the email communication.

Please, provide him with further instructions and feel free to share any updates here or via email with me too. It is in your hands now.

Dear Customer,

Thank you for providing us the necessary details.

We would like to inform you that your winnings will be paid out soon. However, your account will remain closed as per our following 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.

Thank you for understanding!

Best Regards,

Casombie

Dear Customer,

We would like to inform you that your winnings have been successfully paid.

Thank you for your patience!

Best Regards,

Casombie

Hi viniweise,

I wanted to inform you that since Branislav, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Branislav possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated.

Thank you for your understanding and continued patience.

Greetings all,

I am sorry for the delay.

Thank you for the updates, Casombie Casino Team.

Dear viniweise,

Can you please confirm your disputed winnings have already been paid out successfully?

If not, can you inform us once the funds are credited to your payment method?

Please note the casino has the right to close any account at any time and without providing a reason. Therefore, if the remaining balance is fully paid, so all obligations are fulfilled, we accept the casino's decision.

Looking forward to hearing from you.

Hello,

Yes, everythig was solved, Thank very much for the effort from the Casombie and Guru Casino Crew.

A happy new year for everyone.

Thank you very much, viniweise, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Casombie Casino Team, for your help and cooperation!

Happy New Year to all.

Best regards,

Branislav, Casino.guru