Casombie, continue playing despite voluntary suspension

Hello, I am addicted to gambling and have requested a ban from Casombie.

However, my account was not blocked and I continued playing and lost €2300 within a month.

I have continued to write to the casino, they keep saying that a case will be opened but nothing has happened so far. Now I would like to know whether I can claim back the money I lost after requesting the block?

LG

Hello,

I'm sorry to see you struggling with gambling. Would you mind discussing available tips for lowering the possibility of further harm? Allow me to bring our special safe zone to your attention—browse here, please. 👈👈

Generally speaking, the player's account should be closed without delay if the gambling issue was mentioned to the casino. From that moment, the player also should not be able to reopen his account ever again and should never be allowed to open a new account using his true personal details.

The important question always remains the same—did you ask your account to be closed due to gambling issues, please? If not, please inform the casino immediately.

I'll wait for your update on this matter and then we can talk about the details. 🙏

Hello, yes I am trying to get myself blocked everywhere and yes I have informed the casino about my existing gambling addiction. LG MelliKing

In that case, it really seems like the casino didn't play its part very well.

I hope you don't mind further tips - we at Casino Guru pay a great deal of attention to responsible gambling; perhaps you could use our Self-Exclusion Assistance Tool we've been developing to help players track self-exclusion processes in one place.

https://casino.guru/global-self-exclusion-initiative/assistance-tool 👈

If I may help with something, or if you could use some chat, do let me know, please. I will do my best to stay in touch.

Hello, I have a similar problem. After several emails to support asking them to close the account, the only thing that helped was sending an email to Casombie's complaints address. I am now trying to get my losses refunded after the first request to close the account.

Since Casombie is no longer responding to me, I have just submitted a complaint here.

Hello, yes I contacted them too but apart from receiving a case number, nothing happened.

I have also filed a complaint here.

LG

MelliKing

I am really sorry that you have to go through this, and I hope that our complaint team will be able to help.

May I ask if you have clearly stated the reason for closing the account?

In such cases, it is very important to write it in the request, and the casino has to act immediately, of course.

I don't think I gave an explicit reason, but that should be relatively unrelated. According to the terms and conditions, the account is closed within 24 hours, but that wasn't the case for me. I sent four emails to support and two live chat sessions over a period of 12 days—nothing led to the closure. Only after I sent an email to Casombie's complaints address did they finally respond.

Unfortunately, as I said before, it is very important to state the reason when requesting the closure, because only in cases where the player clearly states that it is due to gambling issues has the casino to act promptly.

If they don't, the player has the right to get all the deposits back.

I will give you an example here to hopefully better understand it: Imagine there is a player who is having a bad day, lets say. This player doesn't have much luck and asks the casino to close the account. The next day the player comes back, the account is still opened, so he/she tries it again and wins.

If the casino had closed the account right away, it would be a completely different story. Right?

And don't get me wrong here; I am not saying that it is right or wrong; it is just how online casinos usually work.

Of course, if a player has some gaming issues, it has to be taken seriously and close the account right away.

The terms and conditions stated that the account would be closed within 24 hours upon request. It did NOT state that I had to provide a reason.

What I noticed, however, is that this point has been changed in the new Terms and Conditions version 1.5 (dated March 10, 2025). What a coincidence!?!

However, stating the reason is the most important part of the request, especially if you require immediate danger due to the risk of possible harm. Consider that a valuable piece of information forthe future, please. It makes sense to follow the rules, and it is awesome you are that familiar with them. It is just that the reality may differ. 🙁 I would also like to see what took 12 days or so to fulfill your request; it should work far better if you ask me.

Hello MelliKing

I just saw that your case was successfully resolved. Congratulations! I'll keep fighting...

Best regards, smarterin