Casombie Casino - Pelaajan kotiutukset on estetty.

I am submitting this complaint regarding Casombie for blocking my withdrawals and restricting access to my legitimate winnings.

Currently, $1,500 CAD is marked as pending and withheld with no clear explanation or timeframe for processing. In addition, I have approximately $7,500 CAD in my account balance that I cannot access or withdraw due to Casombie’s extremely restrictive withdrawal limits and ongoing delays.

I have fully complied with Casombie’s terms and conditions, including completing identity verification and providing all requested documentation. Despite this, my withdrawal requests have been stalled, and customer support has failed to provide a clear reason or resolution. Responses have been slow, generic, and unhelpful.

Casombie’s withdrawal limits are unreasonably low, making it practically impossible to withdraw winnings within a reasonable period. These limits were not clearly or transparently disclosed before depositing and appear designed to delay or discourage withdrawals.

This situation raises serious concerns about Casombie’s fairness, transparency, and compliance with player protection standards. I am requesting AskGamblers’ assistance in investigating this matter and helping facilitate the release of my withheld funds.

I am ready to provide screenshots, account history, and all correspondence with Casombie upon request.

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Dear Chefenstein,

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 that I can fully understand the situation.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?
• What types of games did you play to accumulate your winnings?
• What justification has the casino given for the delay in processing your payment?

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

Best regards,

Veronika

Have you made any successful withdrawals before? Yes

Have you accumulated your winnings with or without an active bonus? No bonus always

What types of games did you play to accumulate your winnings? Field games such as mega, wheel snakes and ladders and quite a bit of blackjack

What justification has the casino given for the delay in processing your payment? They're claiming to be a random verification but this post has been taken in excess of 3 weeks at this point

N

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Please forward me all communication between you and the casino customer support regarding the delay in processing your withdrawal requests at veronika.f@casino.guru.

If possible, kindly send me a screenshot of your transaction history as well, showing the current pending withdrawal requests. Thank you for your cooperation and patience.

I have sent you quite a bit of the back and forth stuff, but I have a lot more.

I guess I'll see you when you get back from your vacation 🤷🏻

Hello Chefenstein,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Chefenstein

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Casombie Casino representative to join this conversation.

Dear Casombie Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear Chefenstein,

We are writing to provide an update on the current status of your account and recent financial activity.

Upon review, We can confirm that your account is fully verified. Regarding your recent withdrawal requests, our records indicate that the last two requests were cancelled from your side.

Consequently, there are currently no pending withdrawals being processed, and there is no active balance remaining in your account at this time.

Kind regards,

Casombie Casino Team

Casombie,

I find this most recent communication the most insulting of them all. Over 3 months ago I submitted all documentation to verify my account at the request of this Casino, I kept being told that there was transactions missing and that they could not verify my account but they could not tell me any specifics behind this. They're now saying my account is fully verified in this thread, but I have not sent them anything new in the week since their last communication with me in which they said they were still waiting on specifics to verify my account. There is no balance on the account now because I essentially started to assume that I would never see this money and that you guys would never agree to send it to me or comply. 3 months ago I started trying to take out this money and you guys made me jump through hoops even though I submitted everything that I needed to be fully verified over 2 3 months ago because I have not sent you any different documentation so you had what you needed all along. This is truly infuriating.

Please please speak to the fact that my account is now verified when you guys have received no different types of information or new information to rectify the issues you first had. How is my account now? Fully verified when you guys were waiting on apparently urgent documentation from me. You had the same documentation frome since day one. So why was I not able to take out my winnings when I first requested to? I can't wait to hear your answer on this.

May I remind both parties in this thread, my balance was just over $10k CAD when I was trying withdrawal my funds. 3 months later now account is verified, but I have not submitted anything new or different in the way of documentation

Dear Chefenstein,

Thank you for your detailed explanation, and I’m truly sorry to hear about the frustration you experienced during the verification and withdrawal process. I completely understand how upsetting it must have been to wait such a long time for clarification from the casino.

From the information currently available, it appears that there are no remaining funds in your casino account and no active withdrawal requests. As our complaint resolution process focuses on assisting players in cases where funds are being withheld or withdrawals are being blocked, we unfortunately have very limited options once the balance has already been played or otherwise removed from the account.

Before we proceed further, could you please confirm whether the entire balance was eventually played after your withdrawal attempts were unsuccessful?

Once we have this confirmation, we will be able to determine the appropriate next steps in this case.

Thank you in advance for your reply.

Casombie,

Please answer the question. When you had the appropriate documentation the entire time, why did it take you months to verify me but with the exact same documentation that I had already provided you when I had a 10K balance? Yes I bet the rest of the money after multiple withdrawal attempts like dozens. And dozens of communications back and forth with you guys saying that I did not have the proper documentation and then to find out that you did have the proper documentation the whole time Answer the question!

I understand that you don't really have any reason to try to resolve this. But doesn't it bother you somewhat that I did try to take out this money when they already had the proper identification and verification documents they needed to finally verify me but they just chose not to and then literally the day after. I bet the last of the balance is when they finally say the oh you're verified all of a sudden. It's so obvious that they've just stolen this money from me

And I also find it quite bothersome and disturbing that they have not responded to this yet. As soon as the questions start to get a bit of tough with this company, they don't answer

Dear Chefenstein,

Thank you for your reply and for sharing your perspective on the situation.

I completely understand how frustrating this experience must have been for you. Waiting for verification and repeatedly attempting withdrawals without receiving clear answers from the casino can understandably lead to a great deal of disappointment, especially when a significant balance was involved.

Based on your latest message, where you mentioned that you "bet the rest of the money" after the unsuccessful withdrawal attempts, it seems that the remaining balance was eventually used for further gameplay. We understand that situations like this can be very frustrating for players.

Unfortunately, once the funds have been played and the account balance is reduced to zero, there are no longer any funds for us to help recover through our complaint resolution process. Our role is to assist players in situations where withdrawals are being unfairly withheld or blocked. Since there are currently no funds remaining in the account, we are unable to pursue the case further with the casino.

That being said, we fully acknowledge that the verification process you described appears to have been lengthy and frustrating, and we appreciate you taking the time to share your experience with us.

For the reasons explained above, we will now close this complaint as rejected.

Thank you for your understanding.

Kind regards,

Barbora

Casino Guru