ComeOn! Casino - Player's casino balance was confiscated.

On 3rd of March, 2023, I tried to log-in to my ComeOn account. Without any warning, I got a message "Your account has been closed, please contact the customer service." This same thing happened to each of my account at the ComeOn group: The one at ComeOn, one at Suomikasino, one at Mobilebet, one at Nopeampi and one at Galaksino. I contacted the customer service asking what is going on and few days later got an answer:

We would kindly like to reach out to you since you have breached our T&Cs that you accepted when you created an account on our website, our relevant department has decided to close your account permanently. As written in our Terms & Conditions, 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 Company-related webSite and/or business.

This is of course a completely silly justification. I have done none of the things listed above. I asked ComeOn to clarify what is going on, but they haven't replied to any of my questions since then.

Over the last year, I have mainly been participating in Wespin-sessions ComeOn has been offering. They are a group play sessions hosted by ComeOn (https://www.comeon.com/fi/we-spin), where players like me can participate in a gambling session by a streamer. At the end of the session, the remaining balance is distributed back to the participants proportionally to the participation amount. For example, if initial starting balance is 2000€, and you put in 400€, you will get 400€/2000€ = 20% back of the ending balance once the session ends. Sometimes this ending balance is 0€, sometimes it is 2000€, sometimes it is 3333€. The streamers are playing slot games with the money, after all.

In many of the sessions, ComeOn included add-on balances to encourage people to join. For example, if initial starting balance is 2000€ and ComeOn added 200€ to the balance, and you put in 400€, you will get 400/1800= 22.2% back of the he ending balance once the session ends. I usually participated big in these Wespin-sessions, risking few hundreds € to up to about 1000€ per sesssion.

On 26 of February, 2023, a streamer got really lucky in a Wespin session I had participated in with a big entry: he hit a max win on a game, which lead him to cashout about 50,000€. I think I won about 4500€ from that session. Afterwards, on the same day, that same streamer hit another huge win in another Wespin-session, leading to another ~50,000€ cashout. I think my share was about 5000€ from that. After I continued participating in Wespin-session as before, winning in some and losing in some, until 4th of March came and suddenly I could no longer log-in to my account. At that same time, ComeOn group also closed my other accounts, which I have occasionally used for Wepsins, but mainly for Sportsbetting. That disputed amount includes my balance in all 5 casinos combined, although majority of it on Comeon.com.

Just to be clear, none of the money is bonus money. It is all money I've deposited, risked and won from sports betting and Wespin group sessions. If ComeOn doesn't want me as customer, so be it, but they have zero justification confiscate my money just because I happened to win.

Dear alkians,

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 better understand the situation.

Could you please advise if your account has been fully verified? Was any of your balance gained with the help of a casino bonus? Do I understand correctly the casino didn't explain which game or account activity specifically led them to believe you defrauded them?

If there is any email communication relevant to the case please forward it to my email at tomas@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,

Tomas

Hi,

Could you please advise if your account has been fully verified?

• I believe yes, although due to the account being locked I cannot confirm this.

Was any of your balance gained with the help of a casino bonus? Do I understand correctly the casino didn't explain which game or account activity specifically led them to believe you defrauded them?

• No, none with casino bonus. Correct, the casino has not given any explanation except for that extremely generic quote from terms and condition.

If there is any email communication relevant to the case please forward it to my email at tomas@casino.guru

• I've now forwarded the only communications I've received to you.

(EDIT: fixed few grammar mistakes)

Thank you very much, alkians, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you 🙂

Hello, alkians,

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?

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 alkians,

Based on the update from the casino representative, I am extending the timer by another 7 days and providing the casino with more time to reply.

Please note the casino was informed about the situation, and if no one comments on the complaint or provides us with relevant information until the current timer expires, the complaint will be closed as unresolved.

Thank you for your patience and understanding.

Dear Alkians,

The dispute is being handled by an Alternative Dispute Resolution body, in line with applicable regulations. We are still awaiting the outcome, and we shall not comment further pending the ADR's review. 

Best Regards,

ComeOn! Casino Team

Thank you very much, ComeOn! Casino Team, for the update.

Unfortunately, based on the fact the complaint is already being handled by the ADR and we do not have any estimated time frame for this process, we are forced to temporarily close this complaint as unresolved.

Please, once you have the regulator's decision, let us know about it. It is possible to let us know by reopening this complaint or by sending the information to my email address (branislav.b@casino.guru). We will then be able to review and reconsider the resolution of the complaint on our side again.

Please note that if we are not provided with it by any of the involved parties for a long time, we will reopen the case in a reasonable time and will request updates.

I sincerely believe the issue will be carefully reviewed and resolved.

Thank you very much for your patience and understanding.

Best regards,

Branislav, Casino.Guru

Greetings all,

Significant time has passed since we closed the case as unresolved, waiting for the regulator's/ADR's decision. Since we have not been provided with the outcome of the ADR's investigation, and it was the casino who informed us about the fact the case was being handled by an ADR, we decided to reopen it and ask the casino for an update.

Dear ComeOn! Casino team,

Could you please provide us with an update on the matter? What is the ADR's final decision?

Can you inform the player about the next steps regarding the solution for his issue?

Looking forward to hearing from you.

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.

Hello, Alkians,

I am back with news, however, it looks like not a good one.

Recently, I was in contact with the casino representative and was told that for some unspecified reason, they are suddenly not able to help us in resolving the complaints. Basically, I was even not provided with any details regarding the ADR's final decision.

However, I reviewed similar cases from the past, and I can see the complainants were able to successfully solve their issues with the casino customer support directly. But there is a difference, the other similar cases were related only to "wespins", and you mentioned also sports betting. It could be very important for us to know the details.

Let's do it as follows:

Now I will extend the timer once again for the casino because I am still in contact with the casino representative, and I am currently waiting for additional information.

Please, contact the casino's CS, and ask them about your issue again, after a longer time, if you did not do it in the near past. Although you mentioned that you also accumulated some winnings from sports betting, feel free to also refer to the successfully solved complaints related to "wespins".

https://casino.guru/comeon--casino-player-s-account-has-been-blocked

https://casino.guru/comeon--casino-player-s-account-was-closed-for-alleged

I will try to at least ask the casino representative to ping the casino CS. It could maybe "force" them to take it more seriously and to dedicate more time to review the matter after they are informed about it this way.

Once you have any update or there is any progress, share it directly here. In case we are stuck at the same point after the current timer expires, I am afraid we will be forced to close the complaint as unresolved, and you will be forced to submit a complaint directly to ADR or the casino's regulator yourself.

Thank you for your patience and understanding.

Dear Alkians,

Have you already contacted the casino customer support (after reopening the complaint)? If yes, what information have you received?

Did you ask them to provide you at least with the information on what the accusations relate to in more detail? Sports betting or "wespins"? Can you provide me with the response if you got any?

Can you please provide me with the information from what type of games you accumulated most of your disputed winnings? Were most of them won from sports betting or "wespins"?

Feel free to post it here in your post or use my email (branislav.b@casino.guru).

Just letting you know that in the meantime, I received a new contact, email, from one of the casino representatives, despite she was not able to help us resolve your issue.

Now, I will reset the timer for the casino to keep track of the processing time, and I wait for a response from the new contact. Once I have any news or updates, I will inform you here.

Please, let's stay patient and positive and provide them with one more chance to comment on the matter.

Also, please note that I will wait for answers to my questions above that were directed to you despite possible expired timer(s) for the casino. I will require them anyway.

Thank you for your patience and understanding.

Alright, alkians. Thank you for your email and the information provided.

Unfortunately, I have not been provided with any further information from the casino regarding the matter so far, and I am still waiting for their response.

Now I am extending the timer, and I will also contact the casino again. However, if the casino does not cooperate and does not provide us with the requested details before the current timer expires, the complaint will be closed as unresolved. The casino will be informed about the same.

Dear Alkians,

Thank you for your email.

Based on the information received, I will now set a timer for you and keep this complaint open until we receive your update, in accordance with the details I sent you in my last email.

Looking forward to hearing from you.

Dear alkians,

Is there any progress on your issue? Can you please provide us with an update and provide me with the requested information?

We are extending the timer. Please note that in case you fail to update the status of your complaint in the given time frame, we will be forced to think about complaint rejection.

Looking forward to hearing from you.

Greetings all,

Although it looks like I have been talking to myself for more than 1.5 months in this thread, most of the communication took place outside it, and things finally moved forward.

Based on the update and the information received from the player via email, the complaint will be closed as successfully resolved.

"Hey, earlier today I got the bank transfer from Comeon. There are still few minor balances on the remaining two sites I have to ask for, but largely, the case is now closed and feel free to close the case. Thanks for your help and advice regarding this matter."

Thank you, alkians, 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, the complaint will be marked in our system accordingly. 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 the ComeOn! Casino support team, for their help and cooperation.

Best regards,

Branislav, Casino.guru