ComeOn! Casino - Player’s account has been blocked.

I found out on the 4th of March that ComeOn had closed my account and confiscated my balance 9775e. I have been trying to ask them why the account is closed, and the only answer has been that I have broken Terms & Conditions 9.3, and they have yet to give any other reason.

I asked them to provide me with the GDPR information of my account, including information from the security department that they have from my account. I have now got their answer and can't find anything from it why my account is closed.

I have been playing only wespin games on the ComeOn website with my own money and not using bonus money or promotions, so I can't understand what I have done wrong when playing only the games they offer with my money. It can't be against T&C that I win big from their games. Of course, they have the right to close any account without reason, but they can't confiscate money without explanation.

Dear JussiP,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Meanwhile, I have checked the terms and conditions to find the rule 9.3 that has been used to justify the cancellation of your winnings:

9.3 If, at the Company's sole determination, you are found to have cheated or attempted to defraud the service or the Company in any way including but not limited to game manipulation, chip dumping, transfers or payment fraud, or if you make untrue and/or malicious comments with regard to the Company's operation in any media or forum, the Company reserves the right to publicize your actions as well as to circulate this information to other online gaming Sites, banks, credit card companies, and appropriate agencies. Furthermore, the Company may close any accounts, and forfeit account balances, that you have at the Company or at any other the Company related webSite and/or business.

If there’s any other relevant communication that could shed some light on this issue, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

I opened an account many years ago and have withdrawn many times before; just a couple of days before they closed my account, I withdrew 12000e, and it went through, so the account is verified for sure.

Thank you very much, JussiP, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, JussiP,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite ComeOn! Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ComeOn! Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why has his account been blocked/closed and the winnings confiscated? Does it somehow relate to another case that we were solving in the near past?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 JussiP,

I was in contact with a casino representative and was given the following information:

• The issue was forwarded to the responsible casino department
• In the meantime, I also received an email with an update stating that the casino's customer support agents are dealing with the matter directly with you

Can you please provide me with an update on your issue? Have you been contacted by the casino's customer support? If yes, what information did you receive? Is there any progress?

Could you please forward me all the communication that took place between you and the casino in the meantime?

I am writing to inform you about the recent developments regarding my communication with ComeOn. It had been a considerable amount of time since they last contacted me, and despite my attempts to reach out, they consistently refused to respond. However, I find it rather interesting that immediately after they responded to your inquiry on Casinoguru, claiming to handle the matter directly with me, they suddenly made contact with me and informed me that they would manually process a withdrawal for my funds. I am pleased to inform you that I have received the money in my bank account today.

Nonetheless, I must express my deep disappointment with the manner in which ComeOn handled this situation. Thus far, I have received no explanation whatsoever for their previous lack of communication. They initially contacted me only after Casino Guru demanded their response to the case, even though they had previously postponed it by two weeks and falsely claimed to have directly contacted us. It appears they were attempting to avoid a complaint to the Malta Gaming Authority (MGA) and public scrutiny from Casino Guru, as it is evident that they had no valid reason to close my account and confiscate my funds. It seems they resorted to pressing the panic button and paying back the confiscated money primarily due to the pressure exerted by Casino Guru and to prevent any negative publicity. For that, I would like to extend my gratitude to Casino Guru.

With the resolution of this matter, I believe it is now appropriate to consider this case closed.

What great news!

Thank you, JussiP, for confirmation 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, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thanks also to ComeOn! Casino team, for its cooperation and help outside of the thread.

Best regards,

Branislav, Casino.guru