HomeComplaintsCasombie Casino - Player's withdrawal is delayed.

Casombie Casino - Player's withdrawal is delayed.

Amount: 1,850 R$

Casombie Casino
Submitted: 30 Jan 2025 | Resolved : 09 Feb 2025
Resolved Our verdict

Case closed

RESOLVED

Case summary

The player from Brazil had requested a withdrawal of 1850 on 01/10/25 after winning but had not received the funds 20 days later. Despite contacting customer support daily, he only received the same response that his withdrawal was being processed. After 27 days, the player confirmed that the casino had paid him, and the complaint was marked as resolved. We appreciated the player's cooperation and noted the importance of quicker service in the future.

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Translation

Hello, I'm reaching out for assistance from Casino Guru. I have been playing on the Casombie site for some time now. I had never won anything until after numerous attempts and deposits, I finally got lucky and won 1850. I was overjoyed and requested the withdrawal on 01/10/25. The casino asked for 3 business days to process the payment. I waited for the requested time, but the withdrawal didn't go through. After this period, I began contacting chat and support via email almost daily, but I keep getting the same response: "your withdrawal is being processed." Today marks 20 days since my withdrawal request, and I don't even know if the casino will really pay me. I'm disappointed because I like this casino and have recommended it to my relatives and friends. Casino Guru, you are my last hope to get paid 🙏

Automatic translation:
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Dear ZENILDO,

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 this was your first withdrawal attempt?
  • Could you please confirm that you have passed the KYC verification?
  • 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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Translation

Hello, as I said before, I've been playing at the house for some time and I haven't managed to win anything so far. This is my first withdrawal, my winnings were obtained with the deposit, and as I sent in the print the house did not require any verification.

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Thank you very much for your reply, ZENILDO. 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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Translation

Hi, I didn't take a screenshot of the chat conversations, but I have the email sent to support.

Rodrigo (Casombie)

Jan 31, 2025, 14:46 GMT+2

Dear Zenildo,

Thank you for contacting our Customer Support team.

We understand your frustration and sincerely apologize for the inconvenience caused by the delay in withdrawal. Please know that we take your comments seriously and are actively working to resolve the issue.

Our team is committed to resolving this matter as quickly as possible to ensure a smooth experience for all our customers.

Your patience and understanding are greatly appreciated as we strive to improve our services. We assure you that as soon as possible. your funds will be sent.

Thank you for your continued support and understanding.

If you have any further questions, please do not hesitate to contact us at support@Casombie.com or via Live Chat.

Best regards,

Customer Service

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Translation

Hello, after 27 days today Casombie paid me, you can close this complaint, I want to thank casino guru for trying to help, I would only ask that in the future they serve the user more quickly. Thank you in advance Casino Guru.

Automatic translation:
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Dear ZENILDO,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

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,

Kristina

Casino.Guru

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