Casombie Casino - Der Rückerstattungsantrag des Spielers verzögert sich weiterhin.

Short history

I sent an email on February 6, 2025 asking for my account to be closed. No one responded. Additional emails requesting closure followed on February 7, February 13, and February 18. When I asked via live chat in between, it was supposedly always forwarded. However, I never received any messages, nor was the account closed.

Unfortunately, people continued to deposit and gamble.

On February 19, I wrote the progress of my closure request to the complaints address, whereupon someone finally got in touch on February 21.

Thank God my account has now been closed.

Now to the current problem:

In the complaint email, I suggested that as compensation, all deposits made after the first closure request be refunded to me, as they were incurred due to Casombie's negligence.

This was forwarded to the relevant department for review on February 21st.

Since then, I've been repeatedly fobbed off whenever I ask. Recently, I haven't received any response at all. How do I get a solution?

Kind regards

Kurze Vorgeschichte 

Ich habe am 06.02.25 per E-Mail um die Schließung meines Kontos gebeten. Daraufhin hat sich niemand gemeldet. Weitere Mails mit Schließungswunsch folgten 07.02., 13.02. und 18.02. Zwischendurch über Livechat nachgefragt wurde es angeblich immer weitergeleitet. Jedoch habe ich weder Nachrichten bekommen noch wurde das Konto geschlossen. 

Leider wurde weiterhin eingezahlt und verspielt. 

Am 19.02. schrieb ich den Verlauf meines Schließungswunsch an die Beschwerdeadresse woraufhin sich am 21.02. endlich jemand meldete. 

Es wurde nun Gott sei Dank dafür gesorgt, dass mein Konto geschlossen wird. 

Nun zum aktuellen Problem:

In der Beschwerdemail habe ich vorgeschlagen mir zur Entschädigung alle Einzahlungen nach dem ersten Schließungswunsch zu erstatten, da sie mir durch die Versäumnisse von Casombie entstanden sind. 

Das wurde am 21.02. zur Prüfung an die entsprechende Stelle weitergeleitet.

Seitdem werde ich auf Nachfrage immer wieder vertröstet. Zuletzt habe ich gar keine Antwort mehr erhalten. Wie komme ich zu einer Lösung? 

Freundliche Grüße 

Dear Smarterin,

Thank you very much for submitting your complaint.

I’m sorry to hear about the trouble you've faced with your account closure and the lack of responses from Casombie.

To help us clarify the situation and proceed with your case, could you please provide the following information?

• When you made the initial request to close your account on February 6, did you receive any confirmation or acknowledgment that the request was received?
• When you finally received a response on February 21, was any specific reason given for the delay or lack of action on your previous requests?
• Could you please confirm how much you deposited after February 6, as well as any details of the transactions (dates, amounts, etc.)?
• Have you received any official communication regarding your refund request for the deposits made after the closure request, or are you only receiving generic responses?

Your cooperation is vital in helping us resolve this issue. The more details you can provide, the better we can understand what happened and assist in finding a fair solution.

Please feel free to forward any relevant communication to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

Hello Petronela

I just noticed that Casombie has updated their terms and conditions.

I'm 100% sure that the old version stated that the account would be closed within 24 hours upon request. It did NOT state that a reason had to be given.

This point (3.7) has now been changed! There's nothing about 24 hours anymore (version 10.03).

What a coincidence...

Best regards

Hallo Petronela

Mir ist gerade aufgefallen, dass Casombie ihre Geschäftsbedingungen aktualisiert hat. 

Ich bin mir 100% sicher, dass in der alten Version stand, dass auf Wunsch das Konto innerhalb von 24 Stunden geschlossen wird. Es stand NICHT drin, dass dafür ein Grund angegeben werden muss. 

Diesen Punkt (3.7) hat man jetzt geändert! Von 24 Stunden steht jetzt (Version 10.03.) NICHTS mehr. 

Was für ein Zufall... 

Viele Grüße 

Hi Smarterin,

Thank you for providing the detailed timeline of your attempts to close your account.

To ensure we are on the same page and can move forward effectively, could you kindly confirm the following:

• Timeline Confirmation: Is this timeline accurate? If there were any additional communications or discrepancies, please let us know.

• 06.02. 19:04: Requested account closure via email
• 06.02. 19:06: Email confirmation (request 23905446)
• 07.02. 12:50: Response with bonus credit and question about closure reason
• 07.02. 13:23: Renewed closure request (no reason given)
• 13.02. 17:15: Sent another email to close account
• 13.02. 17:17: Email confirmation (request 24281407)
• 15.02. 06:22: Live chat request (to be passed on)
• 18.02. 05:30: Sent another closure request email
• 19.02. 19:00: Live chat request (to be passed on)
• 19.02. 19:09: Complaint email sent to complaints@casombie498025.com
• 21.02: Received a response with further steps in PDF

• Reason for Account Closure: In the timeline, I noticed there wasn't a clear reason mentioned for the closure request, except when the casino asked about it on 07.02. Have you mentioned a gambling problem or any other reason for wanting to close your account at any point? It's crucial to provide a clear reason when requesting a self-exclusion, as this triggers the casino to process it in accordance with responsible gambling policies. If a gambling problem was mentioned at any point, please highlight when and how.

Once we have confirmation on these points, we can proceed with the necessary steps to help resolve the situation.

Thank you for your cooperation, and I look forward to hearing back from you.