The player's unable to withdraw due to a system error. The casino responded and stated that some payments had been rejected by the payment provider due to them being migrated to another service. They recommended that the player submit another request for withdrawal and advised that there should be no further issues. The player was then asked to provide documents for further verification, but was has problems uploading them. Eventually, the player was verified and received all payments but one. The player then stopped responding. It seems that the issue was resolved, but with no confirmation from the player that the final payment was received, the complaint was rejected.
Casombie Casino - The player's unable to withdraw.
Amount: €3,200
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I have received 2 payouts of 500 each.......from the 3rd I always got system error when applying contact customer service......the payout then went to the check and after about 8 days I got an email from my bank payment would have declined......that's now 5 times in a row! My bank says it's not true......that's probably why I've written to support 50 times.....they always say they just pass it on to the finance department. ..... haven't received any real help for 3 weeks
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2 years ago
Hello mrnice81,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Casombie Casino. Please allow me to ask you a few more question before we would move forward.
When exactly was the last payment processed? Did you receive any respond at all from the casino about the error? Did you try to use a different payment method to withdraw your money from the casino?
Please note that issues like this may happen in any casino and we mostly recommend to use a different payout method as it can save a lot of time if you are in an urge need of money.
Looking forward to your answer.
Regards,
Nick
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2 years ago
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I received my last payment on April 14th... since then I have tried several times to make a payment myself to the account where 2 payments have already worked. Always error message. Tried with my wife's account numbers with another bank does not work either .As suggested by the support, I applied for a manual payment by email twice, it was said that it would be transferred this week, but nothing happened......since I can make 3 payments, I registered with Mifinity.....so that I I can apply for a payout should I pay money first, which also led to an error message.........but I would prefer a normal bank transfer if possible............I just have the feeling I'm just being stalled since the win I don't want to gamble away
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2 years ago
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I'm in contact with Kira.....the only support employee who really tries.....we haven't found a solution yet
Please, dear casombie team, take the data I received via email and carry out the payments manually.....I have done everything.....emptied the cookies cache......other account numbers from my wife.....with Mifinity which also only brought errors, etc. I want a simple bank transfer, which has already worked twice
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2 years ago
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Tried other devices too.....cell phone pc tablet
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2 years ago
Hello mrnice81,
Be sure not to use anyone else's payment method as you can use only your own. Using a 3rd party method can cause many trouble when playing in an online casino. As we don't know what might cause the issue until we get in touch with the casino, I will now transfer your complaint to my colleague Adam who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hello mrnice81,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Casombie Casino to join the conversation and to participate in the resolution of this complaint.
Dear Casombie Casino,
Can you please provide some insight into the problems the player has been experiencing with their withdrawal?
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2 years ago
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In the meantime I have received 1 more payout.......the support employee KIRA should be mentioned here because she really tries...........however, the processing of the payout is now running slowly again .......at this rate it is impossible for players to pay out winnings promptly........dear Casombie team I am getting married on May 16th and we would like to use the money for our honeymoon.....if we have been paid by then
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2 years ago
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Maybe something can be done that 1000 will be paid out at once or something.........after all, it was not possible to pay out for 3-4 weeks......
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2 years ago
Good Morning,
Thank you for reaching out!
We sincerely apologize for the inconvenience with the withdrawal process!
Some of the withdrawals which were submitted before May 3, 2022, were rejected by the payment provider due to them being migrated to another service thus the money was credited back. We were advised that there should be no further issues with new withdrawal requests and 3 payouts were even processed from our side.
Dear Customer, please submit a new request for withdrawal and if you have any issues do not hesitate to contact our support in chat or via email support@casombie.com.
Kind regards,
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2 years ago
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Dear Casombie team
Thanks for the answer. Your site Casombie.com is great. It's a lot of fun to play
...... but please don't come now like that you managed to make 3 payouts in 1 month which I find very ridiculous with apparently 10,000 max payouts per month........
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2 years ago
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Today 06.05 another payout was cancelled.......... I also won a challenge in April and was in 1st place but I never received the bonus brains!
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2 years ago
Hello mrnice81,
Thank you for the additional information.
Dear Casombie Casino,
Please specify which payments have been processed. Can you suggest a reason for the withdrawal requests being canceled, and also please respond regarding the challenge mentioned?
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2 years ago
Dear Adam,
Be informed that 3 withdrawals of 500 EUR each that were created after May 3, 2022, were processed from our side. On May 6, 2022, the withdrawal which was made before May 3, 2022, was canceled due to the reason described above.
Now we also require the documents for verification purposes and requested them via email. Once the account is verified we will proceed with the customer’s newly created withdrawals.
In regards to the challenge mentioned, we do not have the recorded query from the customer about it, and kindly invite the customer to contact our support through Live Chat or via email at support@casombie.com with all the details in order to receive assistance.
Sincerely,
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2 years ago
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New week, new problems.......email opened today from May 6th, in which I am again asked to verify my account......I only did it 1 week ago.........the link is in the email to verify ID does not work......
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2 years ago
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I received 3 payouts last week......but now the problems are starting again.........now have about 100 emails from Casombie.com......
And I have no idea how to proceed with the verification link does not work in any case
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2 years ago
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I think until it is not carried out again, there will certainly be no payouts again.......currently 3 applications for 500 each and about 1200 on the game account.......never ending story
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2 years ago
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Wanted to do verification (for the 2nd time) the link for the ID doesn't work........support then said the link is closed and she doesn't understand why I should do it again, but the ID won't work like that ........that means for me to write around again without end without getting clear and binding statements........IN MY OPINION IT IS JUST ABOUT DELAYING THE PAYOUT FURTHER IN HOPE THE PLAYER LOSE AGAIN A PART OF THE PROFIT...........I WILL NOT PLAY 1CENT MORE FROM TODAY UNTIL PAYOUT END........
NO idea how the status is now because of the verification I emailed several times that the ID link does not work
I have 3 requested payments but do not expect to receive anything this week
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2 years ago
Dear Casombie Casino,
Please clarify how the player is to proceed with supplying you with the requested documents for verification.
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2 years ago
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I'm happy to do without the brains I've won, because if I redeem them, they only prolong the payouts again.........In addition, I'm currently back among the winners of this bonus game..... ..I ONLY WANT MY MONEY!NO MORE, NO LESS
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2 years ago
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I'm currently looking for the email from last week when I already had my account verified with ID...bank card....and income statement.... I was told that the account has successfully passed verification and nothing stands in the way of future payments. ......Haha.....and now all the fuss again! I'm starting to get more than pissed off
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2 years ago
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I've asked 5 times now
...whether all the necessary documents are there
How should I send ID because the link is closed.........
What is the status of the licensing or whether licensing is running at all without an ID card
NO RESPONSE YET
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2 years ago
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12.05 this morning complained again that I didn't get an answer because of verification..........I then said that I wouldn't write again and now I'm going to lodge a complaint with the responsible casino supervisor......... 1 hour later comes the email that verification was successful 😉 what a happy coincidence 😅😅😅😅😅
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2 years ago
Hello mrnice81,
Thank you for the updated information, I am glad to hear that the account has been verified. Please keep us informed of any progress with your payments.
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2 years ago
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I'm flying off today on my honeymoon......hope when I'm back sond the last 2000Eur paid out and this complaint successfully completed........THANK YOU Casino Guru for your commitment to help players to their rights
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2 years ago
Dear mrnice81,
I appreciate you are away on your honeymoon so I will extend the timer.
Please let us know if you have received payment upon your return.
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2 years ago
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Hi
During the time I was away I received 500 but had requested payments of over 1500....so 3 times 500.........only 500 came......if I apply for a payment now it will come back system error......
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2 years ago
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Another payout came today...... and the last one has now also been applied for...
So it looks like we can finish the fsll soon.....Successful
Thank you very much for the mediation
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2 years ago
Hello mrnice81,
Thank you very much for the update, I am glad there has been further progress. Please do keep us informed about the outstanding withdrawal.
Kind regards,
Adam
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2 years ago
Dear mrnice81,
Can you please provide an update on the situation? Are you still waiting for the last payment or has the matter now been resolved?
