The player from Germany requested a withdrawal and after 12 days of waiting for the payment, she decided to submit a complaint. The payment provider rejected the first withdrawal request, the player received the payment 7 days after the withdrawal was re-requested. The complaint is resolved.
Casombie Casino - Player’s withdrawal has been delayed.
Amount: €300
Casombie Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
The Casombie Casino has not counted out my winnings of 300 euros since December 21, 2021. Tried to get help in the live chat, there I was put off that there was a lot to do at the moment and that there was supposedly a bug in the system today! You're just being held up. I also reported to support, no answer.
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2 years ago
Dear Isimaus67,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payment is still pending inside the account without being processed? Could you please specify how many days ago was your withdrawal requested?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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2 years ago
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Hi. It's now been 16 days since I requested the withdrawal. I just find it misleading when you keep finding another reason not to pay it off.
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2 years ago
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So, I have mail from Casombie Support. I'll copy their answer in here, let me tell you that I have requested my payment via banking, which is also offered there. Here's the answer.......
Dear Susanne L ***,
We would like to inform you that your payment request in the amount of 100 EURO, 200 EURO to Zimpler Sepa has been rejected by the payment provider.
We cannot process your withdrawal requests via this payment method. Please request a withdrawal with another payment method of your choice, e.g. B. EzeeWallet, MiFinity, Cryptocurrency.
Due to the change in the withdrawal service, we ask you to make a minimum deposit and to create a new withdrawal request. The minimum deposit can be requested for withdrawal without wagering.
* Verification of the new payment method may be required.
What is that supposed to ask now, after 16 days, when my winnings will be transferred? Something like that is rubbish or what is that supposed to mean? I also made a deposit via Sofort, but suddenly you cannot withdraw via banking? I feel really pissed off. Please could you help somehow?
With kind regards, Susanne L ***
Edited by a Casino Guru admin
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2 years ago
Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, and contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too.
If you’ve been advised by the casino to use an alternative payment method to withdraw your winnings, I would strongly recommend following their instructions. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
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2 years ago
Dear Isimaus67,
Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.
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2 years ago
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No, I should make a request again using the same payment method, Bank Transfer. So I'm still waiting for 300 euros since 12/21/2021! I don't think anything will come soon! LG Susi
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2 years ago
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So, now another new update.
On 01/07/2022 I applied again for a withdrawal request at Casombie Casino.
I should confirm this in live chat, which I did.
Now there is another date for this payment, namely January 13, 2022.
Very strange, it keeps getting relocated!!!
That's not normal, is it?
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2 years ago
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So, I asked again in live chat. And now they have technical problems.
It's a total rip-off..... I really can't say anything else
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2 years ago
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I've been waiting for my payout of 300 euros since December 21, 2021.
One is constantly put off, each time there is a new problem. It can't be, can it?
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2 years ago
Thank you very much, Isimaus67, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hello Isimaus67,
I am sorry to hear about your negative 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 state the reason why the player's withdrawal has not been fully processed yet and when can the player expect the payment?
Thank you in advance for providing the information.
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2 years ago
Dear All,
Thank you for reaching out.
First of all, we would like to apologise for the inconveniences the client faced while withdrawing their winnings. We always do our best to accommodate our clients with the payment method of their choice, however, sometimes we face issues that are outside of our control.
Unfortunately, as detailed by the player, the withdrawal request was initially rejected by the payment provider. However, after the client created a new request, it was processed accordingly.
We hope the above clarifies the situation. Please let us know if there are further questions.
Sincerely,
Casombie
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2 years ago
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Wow.... Now it works all of a sudden? I am excited.....
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2 years ago
Dear Isimaus67,
At this point, it should only be a matter of time before the payment reaches you.
I will keep this complaint open until your confirmation regarding successful withdrawal.
Please let us know as soon as you receive the payment.
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2 years ago
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Hello, the payment has finally been received.
Thank you for the quick help.
Kind regards
Suzanne
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2 years ago
What great news! Thank you, Suzanne, for confirming 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, we will now mark your complaint as 'resolved' in our system. 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, for providing information and for your cooperation.
Best regards,
Branislav, Casino.guru
