The player from Germany was experiencing problems with receiving his funds. He requested multiple withdrawals via Bank transfer, all of which were rejected due to various reasons. According to the casino's statements, the rejections were cause by the player not entering valid payment information. The complaint was rejected as during resolving the complaint the player informed us he played his remaining balance down to zero.
Casombie Casino - Player’s withdrawal has been delayed.
Amount: €300
Casombie Casino
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8.7
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Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
5 weeks several emails to the customer service, as well as various cancellations of my payment by transfer and proper recording of my bank details (IBAN) due to 300 €! First it was a technical problem, then the bank details would not be correct. Had taken photos of EVERYTHING etc. After that, I was fed up and will never enter this lousy shed again. Typical license Curacao, rip off.
Automatic translation:
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3 years ago
Dear Harald,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you, please, confirm that this was your first attempt to withdraw?
Would you be so kind and forward any relevant communication between you and the casino to kristina.s@casino.guru?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Kristina
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3 years ago
Dear Harald,
We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.
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3 years ago
Thank you very much Harald for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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3 years ago
Dear Harald,
I’ll be in charge of your complaint from now on. I’ll contact the casino representative and see if I can help.
I would like to invite Casombie Casino to participate in the resolution of this complaint and explain why have all Harald’s withdrawal requests been rejected.
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3 years ago
Translation
Hello Andréj
so I don't want to have anything more to do with this casino! Just didn't want the other to fall into the same trap.
Have already played in some casinos but only experienced something like this once. They then died for you and I just want my data to disappear there and my count to be completely deleted. After all, there is GDPR.
since they did not want to pay out my credit, I strangely played it to zero without any further noteworthy winnings. Probably something like that has already been set on my account?
I would be grateful for a positive message on this.
Greetings HARALD
Automatic translation:
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3 years ago
Dear All,
Thank you for reaching out. We highly appreciate the feedback from our players and we will do our best to improve our service further.
Please note that for the withdrawal to be successfully processed, the correct payment information has to be entered. We have contacted the player after each of the attempts with an explanation of what and how should be entered so that payment goes through. We apologize if any of our emails were not completely clear, however, we hope this clarifies the matter.
The player’s account will be closed per their request.
Please feel free to contact us at any time should you have any remaining questions.
Best Wishes,
Casombie Support Team
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3 years ago
Thank you, Casombie Casino, for your input.
Dear Harald,
I’m sorry to hear that. Unfortunately, as you have played your balance down to zero, I’m afraid there’s nothing we can do and I’m forced to reject your complaint.
I’m sorry I couldn’t be of more help and I hope you won't come across a problem like this again, but 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.
