The player's account got blocked during the verification process. The casino did not respond to complaints and it was closed as "unresolved".
Tombola Casino IT - The player's account got blocked.
Black points: 219
Amount: €640
Tombola Casino IT
Safety Index:Very highSafety Index
Casinos with a Very high Safety Index are usually proven by hundreds of thousands of players while having zero or a small number of relevant complaints. We consider playing in casinos with a Very high Safety Index perfectly safe, as they have proven that they treat their players fairly.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
7 months ago
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2 years ago
Translation
My gambling account with money has been blocked for more than a month, they told me by telephone that they needed other documentation on my account: such as photos of my passport and driving license, after sending the documents in question I did not receive any response neither by email nor by telephone.
As previously mentioned, funds were presumed in the game account at the time of the block.
Automatic translation:
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2 years ago
Hello Michicirillo90,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Tombola Casino IT. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello first of all, thank you for the reply.
Exactly a month has passed.
As usual for the initial verification for opening an account, I sent my electronic identity card. After the blocking of the gaming account and following many phone calls, they asked me for more documentation.
I sent them my passport, my driving license and my social security number.
More than a month has passed, all emails are no longer answered, and by telephone they always try to get around the problem by never giving me an answer.
Automatic translation:
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2 years ago
Thank you Michicirillo90 for all the information. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
Hello good evening,
I await your news on this.
Thanks and good job
Automatic translation:
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2 years ago
Dear Michicirillo90,
I am so disappointed to hear your account has not yet been verified. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite a Tombola Casino IT representative to join this conversation and participate in the resolution of this complaint.
Dear Tombola Casino IT,
Could you please state why the player's account has not yet been verified?
Thank you in advance for providing the information.
Kind regards,
Stefan
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2 years ago
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’.
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2 years ago
Dear Michicirillo90,
I hope you are doing fine. Do you have any news regarding your account's verification?
I am looking forward to your answer.
Kind regards,
Stefan
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2 years ago
Translation
Hi stefan,
Thanks for your interest after further telephone contacts unfortunately I have not yet received any response.
Automatic translation:
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2 years ago
Dear Michicirillo90,
Thank you for the provided information.
I have contacted the casino to respond to this complaint. The process of setup their account may take some time, so I am extending the timer by seven days. Thank you for your understanding.
Kind regards,
Stefan
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2 years ago
Dear Michicirillo90,
I have tried to contact the casino repeatedly but it appears they do not intend to respond to complaints at all. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.
Kind regards,
Stefan
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2 years ago
Translation
Thanks for your interest,
I really don't understand why they are doing this, I sent all the documentation they requested and nothing.
Automatic translation:
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2 years ago
Dear Michicirillo90,
I understand this must be frustrating for you. The casino does not want to discuss this issue with us due to the privacy of personal details. So we cannot solve anything without the casino's cooperation. Thank you for your understanding.
Feel free to contact us if you run into any issues with other casinos.
Kind regards,
Stefan
