Combo Slots Casino - The player's balance disappeared.

I played using the app made some deposit transactions (I can prove) and in the end I made the withdrawal and never received the money. Now when I log in with my account I can’t find any records completely wiped out. I’ve been in touch with them spoke to loads of people via chat and emails and the only answer they can give me is that I’m using a different account.

I sent to them the cards info I used to make the deposit and they didn’t even bother to investigate coz she replied to me straight away.

that’s not fair!

Hello Cris_plutos,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Combo Slots Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Did you create multiple accounts in the casino or anybody else from your household? When was the last time you speak  to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Cris_plutos,

Please forward your deposit/bonus and betting history to nikolas.b@casino.guru for further review.

Hi there,

just send the deposit history to the email provided.

where am I suppose to get betting history?

thx

Hello Cris_plutos,

It should be also visible somewhere within your casino account. If it's not there, you can always try to request it from the casino directly.

Hi there,

they said they don’t have history at all 😡

hi there,

Just to be clear, the deposits I sent to you by email are from my bank accounts

Hello Cris_plutos,

Thank you for the deposit history. Could you please advise if you are able to forward your betting history too? It might help us to find out where did your money disappear.

Hi,

No, unfortunately I don’t have them. The casino supposed to be the one to provide that to me and they keep saying that my account is blank

Hello Cris_plutos,

Can you please at least specify how much was your remaining balance on your casino account?

Please understand that without an actual evidence that you had any movement there after the deposits, the casino could basically claim anything and we would have nothing to argue with.

Hi,

there was €190 remaining which I did the withdrawal and never got it.

I do understand, but I have proof that I deposit money there to play and how come they don’t have any history of it?

Hello Cris_plutos and thank you for the information provided so far. I will now forward your complaint to my colleague Stefan who will try to get more information from the casino.

Wish you best luck resolving it.

Regards,

Nick

Dear Cris_plutos,

I am so sorry to hear your funds have disappeared. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Combo Slots Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Combo Slots Casino,

Could you please state why the player's funds have disappeared?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you Stefan.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Cris_plutos,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help.

I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru