Casombie Casino - Player’s winnings haven’t been received yet.

Good evening, I requested a withdrawal from the casino on 01/15/2024 for 200 euros, I have neither received any bonus nor free spins. According to their terms, withdrawals occur within 1 to 3 business days. The days have passed and yet the status has not changed at all.

I contacted them and they keep telling me the same thing, to wait and that I will receive an email stating that the payment has been made, or that my withdrawal is in its final stages. They keep repeating the same response.

Also, they have not even asked for my ID verification yet, I told them to verify my identity and their response was that it wasn't necessary at the moment.

It is not possible for them to say one thing in the rules, and then things go differently. I believe they are delaying because this is a tactic to try and make you gamble your winnings.

Below are some of the conversations I had with them.

Dear chrisdrg93,

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

14 days is long for a casino that says withdrawal takes up to 3 business days, also I can't authenticate because my authentication tab says I don't need to authenticate yet

I asked them several times about identification and they said if they don't ask me I don't have to.

Today I contacted the casino and they gave me the same answers as always.

7 days passed and im getting same answers every single time. 

Dear chrisdrg93,

Have you received your withdrawal from the casino yet?

Dear chrisdrg93,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.