ComeOn! Casino - Акаунтът на играча беше закрит.

On March 4th, Comeon closed my account and confiscated approximately 750-850€ from my account. The exact amount is not known.

The casino has provided me the following:

- I have broken terms & conditions 9.3

The casino tells me that I have violated a rule, but they do not provide any justification for the situation and ignore several of my attempts to contact them. They claim that the matter is considered closed.

I played mainly Wespin group games on this website for over a year without any major issues. I have not broken any rules. Looking forward for a response from comeon.

Hello AllIn,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with ComeOn! Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Was your balance real money or accumulated with a bonus? Did the casino refund your deposit? When was the last time you spoke to the casino and what was it about? Did they closer specify the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hey nick,

Could you please advise if your account is already verified and if yes, since when exactly?

- My account was verified on October 8, 2022.

Was your balance real money or accumulated with a bonus?

- The balance that was confiscated was 100% real money.

Did the casino refund your deposit?

- The casino has not refunded me any deposits or balances from my account.

When was the last time you spoke to the casino and what was it about?

- On the 3, of june, I asked if there were any updates on my situation, and the casino informed me that there are none and that i should do an official complaint.

Did they closer specify the reason of blocking your account?

- The only reason i have got from the casino is that i broke T&C. 9.3. I strongly believe that i have not broken anything that the rule states.

Hello AllIn,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru before we would try to intervene?

Dear AllIn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey nick,

I have sent the conversation between me and Comeon to the address you asked.

Hello Nikolas, I haven't heard from you in two weeks.

Have you received the messages and screenshots I sent regarding the conversation between me and Comeon?

Hello AllIn,

My last message was a week ago and yes I've received your e-mails. As the casino do not specify the reason of blocking your account anywhere, your complaint will be now forwarded to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi AllIn,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask ComeOn! Casino to join this conversation and share more information regarding the case.

Can you please provide any reasons why the player's account has been blocked and winnings confiscated?

Thank you.

Best regards,

Tomas

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’ which may negatively affect its rating.

Dear AllIn,

I'm currently trying to get in touch with the casino representative, and thus I will extend the timer once more to see if we can achieve anything here.

Thank you for your patience.

Kind regards,

Tomas

Thanks Tomas!

I hope we can resolve the situation with the casino.

Its a shame its taking so long for the casino to respond on a serious matter.

The casino clearly wants to stay silent regarding this case. I wonder why?

I have personally received my deposit and withdrawal information from the casino. The exact amount of the casino's confiscation is 823,92€.

We are dealing with this matter directly with the customer.

Dear ComeOn! Casino,

If you run an internal discussion with the player regarding the case, can you please inform us once the final decision is made?

Thank you.

Kind regards,

Tomas

Dear AllIn, please keep us updated as well. Thank you.

Kind regards,

Tomas

Hey

The casino has not contacted me regarding my case, at least not yet.

Did they mean that they will resolve the matter with me, or will they continue to remain silent?

The casino allowed me to submit a complaint directly to them, and they will process it within 7 days, even though they previously stated that the matter was resolved.

Now they claim that I have never submitted an official complaint for the casino.

I don't believe that it will lead to anything. But it remains to be seen.

The matter is being reviewed by our teams and as advised, they will be in contact with you shortly

Dear ComeOn! Casino,

I'm extending the timer by another 7 days. Kindly keep us updated on any developments.

Thank you.

Kind regards,

Tomas

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’ which may negatively affect its rating.

The casino informed me that my official complaint will be resolved within 7 business days.

It has been 10 business days since my complaint was received, and I haven't received any resolution from the casino.

I just wanted to provide an update here. I don't believe Casino Guru can assist me further with this matter, as the casino wants to resolve the issue directly with me.

I'm waiting for the casino's response myself for about another week, and if it doesn't lead to any resolution, I will proceed to address the matter with the assistance of the next appropriate authority, following the casino's guidelines.

I would appreciate if my complaint could remain active for the next week. If the casino resolves the issue with me, I will update the outcome here.

Dear AllIn,

You are correct. It seems that the casino is not willing to address this complaint in a public manner. If you would like, I can extend the timer as you have requested in order to allow the casino to resolve the issue with you internally.

Please keep us updated on any developments.

Kind regards,

Tomas

Dear AllIn,

Can you please update us on the current status? Has there been any progress with your complaint?

Thank you.

Kind regards,

Tomas

The casino has informed me that the investigation of my case will take longer than expected, and they are awaiting a response from another department.

They also mentioned that they will contact me via email once the matter is resolved.

I received this email 9 days ago; in total, it has been 25 days since I submitted the complaint.

This is significantly longer than what the casino's rules state for the resolution of complaints.

Dear ComeOn! Casino,

We kindly ask you to inform us about the result of the investigation once it's finished. I'm extending the timer by 7 days.

Thank you.

Kind regards,

Tomas

Dear AllIn,

Have you, by chance, received any response from the casino about the investigation result? If not, the next step would be to contact the ADR as well as the Gaming Authority itself.

Let me know so I can provide you with instructions. Thank you.

Kind regards,

Tomas

I haven't received a response from the casino regarding my complaint.

The casino is also not responding to my attempts to contact them.

Thank you for the instructions in advance!

Dear AllIn,

We have reached the point where contacting the ADR - eCOGRA is the only solution left.

As per the casino's T&Cs:

"You may contact our ADR 'eCOGRA on the email address info@ecogra.org or by filling in the form on this link:  http://gstudiobranding.com/__external/vault/ecogra/v1/public/forms/adr-dispute-step-1   . A dispute can also be submitted to eCOGRA by making use of EU online dispute resolution platform on the following link:

 https://ec.europa.eu/consumers/odr/main/?event=main.complaints.screeningphase . We have a specific designated ADR to be selected on the platform and this is as above mentioned eCOGRA"

However, it appears to be an outdated version that redirects to an external link. Instead, I recommend visiting the official website:

https://ecogra.org/alternative-dispute-resolution/

 The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/) and submitting a complaint to them. It is a good licensing authority and has better options and tools to help players.

Kindly inform me once you have filed complaints with both of them so that I can close the complaint accordingly.

Thank you.

Kind regards,

Tomas

Casino informed me today that my case has not been forgotten but is still being processed

The message also mentioned that there has been progress in the investigation, but it didn't provide specific details.

This is really frustrating that the casino can't complete its internal investigation, and I don't know if I should already contact the next relevant party.

Is the casino obligated to complete its internal investigation if I file a complaint with the next relevant authority?

Or can they terminate the investigation?

Dear AllIn,

I recommend you to file complaints upon my recommendation above. Please let me know once you do so.

Thank you.

Kind regards,

Tomas

Dear AllIn,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Casino just informed me that the support department has made the decision to transfer the remaining funds (823.89€) to my bank account.

My account remains closed due to a violation of rule 9.3. I never received a formal explanation from the casino regarding the case and why it took 6 months to process, but I'm satisfied with the outcome.

I want to thank Casino Guru because, thanks to you, the casino decided to take my personal complaint seriously.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, AllIn, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Best regards,

Tomas