Casombie Casino - Der Spieler sucht Hilfe, nachdem sein Konto nicht gesperrt wurde.

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

Hallo, ich bin Spielsüchtig und habe bei Casombie eine Sperre beantragt.

Jedoch wurde mein Konto nicht gesperrt und ich habe weiter gespielt und innerhalb eines Monats 2300€ verspielt.

Das Casino habe ich weiterhin angeschrieben, es heißt immer wieder ein Fall wird geöffnet jedoch ist bis jetzt nichts passiert, jetzt hätte ich gerne gewusst ob ich das Geld was ich verloren habe, nach Beantragung der Sperre zurück verlangen kann?

LG

Dear MelliKing,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casombie Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Do I understand correctly that after you wrote to casino support on February 13th, the casino acknowledge reception of the message but didn't act further?
• Have you tried to contact the casino in other ways, via live chat for example?
• Is your casino account closed?
• Have you requested a refund of your deposits from the casino? With what result?

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

Best regards,

Tomas

Hello, yes that's how it is and I contacted the live chat first and then again later but each time it told me to send emails.

No, the account is still open.

Yes, I did but like all answers it was in processing and then nothing came back.

LG

MelliKing

Hallo, ja so ist es und den Live Chat habe ich als erstes und später nochmal angeschrieben aber dieser verwies mich jedesmal darauf E-Mails zu verschicken.

Nein, das Konto ist noch immer geöffnet.

Ja, habe ich aber es ist wie alle Antworten in Bearbeitung und dann kam nichts mehr zurück.

LG

MelliKing

Hello, my account was finally closed today but no word was written about a refund.

LG

Melanie ****

Hallo, mein Konto wurde endlich Heute geschlossen aber über eine Rückerstattung wurde kein Wort geschrieben.

LG

Melanie ****

Thank you very much, MelliKing, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear MelliKing,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Casombie Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Casombie Casino,

Could you please provide a detailed explanation of this case, including why the player’s account was not closed despite her explicit request due to a gambling problem?

Thank you in advance for your response!

Best Regards,

Kubo

Dear MelliKing,

Thank you for your patience.

I have forwarded this issue to the relevant department, so that they look into this further.

As soon as there is an update, you will be notified immediately by email.

We sincerely apologize for the inconvenience caused.

Rest assured we are doing our absolute best to resolve the matter as soon as possible.

Best Regards,

Casombie Team

Hello everyone,

I received an email from Casombie saying that they will refund me the amount based on my information. It also says something about a waiver that I have to sign, which I didn't quite understand.

I have sent you my details and will let you know what happens.

Best regards

MelliKing

Hallo zusammen,

ich habe eine Email von Casombie erhalten, in der steht das Sie mir den Betrag zurück erstatten werden, nach Angaben von meinen Daten und da steht auch was von einer Verzichtserklärung, die ich Unterschreiben soll, das habe ich nicht so ganz verstanden.

Ich habe Ihnen meine Daten gesendet und melde mich was es ergibt.

Beste Grüße

MelliKing

Good day,

I have received the money from Casombie and thank you very much for your help.

Best regards

MelliKing

Guten Tag,

ich habe das Geld von Casombie erhalten und bedanke mich recht herzlich für Ihre Hilfe.

Beste Grüße

MelliKing

Dear MelliKing,

Kindly be advised that 2300 EUR has been paid out from our side and you will receive them into your bank account as soon as possible.

Have a great day.

Best Regards,

Casombie Team

Dear MelliKing,

I’m happy to hear that your issue has been resolved! I’ll mark your complaint as "resolved" in our system. Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo