The player from Germany has requested two withdrawals one week prior to submitting this complaint. Simply, winnings haven’t been received yet. Player’s complaint has been resolved successfully.
Casombie Casino - Player’s withdrawals have been delayed.
Amount: €1,000
Casombie Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello, I have a problem with my withdrawal at Casombie. I applied for a payout of 500 euros on 07/14/22 and on 07/15/22. I sent a photo of my ID and bank statement straight away to speed up the payout. On Monday I was told everything is fine and my withdrawal is in the final stages and will be in my account soon. It's now Thursday and still nothing has happened. According to the terms and conditions, withdrawals are processed within 3 days...They are long overdue and I am not getting any reply to my emails. In the chat I am only put off and I am told that there is nothing they can do and that I should wait because the money is almost on its way (for 4 days). My old e-mail address was given in the casino... because it was hacked, I had to delete it and gave my new e-mail address in the casino. You probably can't delete the old one, but it's not a problem because I sent a selfie with ID to support with the new email address (after consultation with support)...so that can't really be the reason. In the chat they also said that everything was fine.
Automatic translation:
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2 years ago
Dear franji07,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawals 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. 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 withdrawals approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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2 years ago
Translation
Thank you for the info. I just find it very strange when the terms and conditions state that withdrawals are processed within 3 days, then it should be the case!
It's also strange that the payout has actually been as good as done for 4 days.
Of course I'll let you know if there's anything new.
Automatic translation:
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2 years ago
Translation
Now the money has been paid out. The complaint can be closed.
Thanks very much
Automatic translation:
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2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, franji07, for your confirmation, and please don’t 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,
Petronela
Casino.Guru
