Casombie Casino - Заявката за възстановяване на сумата на играча остава забавена.

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 [email protected].

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

Thank you for your help

1. There was a confirmation with case number for the first email

2. I was not given a reason for the delay

Regarding 3. I could provide account statements for the deposits.

4. Only general answers from support

I will send details by email.

Danke für die Mithilfe

Zu 1. Es gab eine Bestätigung mit Fallnummer für die erste Mail

Zu 2. Mir wurde kein Grund für die Verzögerung genannt

Zu 3. Ich könnte Kontobelege der Einzahlungen zur Verfügung stellen.

Zu 4. Nur allgemeine Antworten vom Support

Details werde ich per Mail senden.

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 [email protected]
• 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.

Hello Petronela

The schedule is correct.

No reason was given in any of the emails. If I'd known it was so crucial, I would have done it!

I would like to emphasize again that the terms and conditions at the time stated that, upon request, the account would be closed within 24 hours. It was not explicitly stated that a reason for this was required.

As you can see from the PDF in the email I sent you, I last contacted Casombie on March 7th to inquire about the status of my case and have not received a response regarding a refund to date...

Hallo Petronela

Der Zeitplan ist korrekt.

Es wurde in allen Mails KEIN Grund genannt. Hätte ich geahnt, dass es so entscheidend ist, hätte ich das getan!

Ich möchte hier trotzdem nochmal betonen, dass in den damaligen AGB stand, dass auf Wunsch das Konto innerhalb von 24 Stunden geschlossen wird. Nicht explizit, dass es hierfür eine Begründung braucht.

Wie sie der PDF aus der Email, die ich Ihnen gesendet habe, entnehmen können habe ich zuletzt am 07.03. bei Casombie nach dem Stand der Dinge gefragt und bis heute noch keine Antwort zur Rückerstattung erhalten...

Dear Smarterin,

Thank you for confirming the timeline.

I understand your frustration, and I’d like to clarify that since you didn’t mention a gambling problem as the reason for your account closure request, the casino may not have treated your request as urgent. Casinos often prioritize closure requests related to responsible gambling, especially when the reason for closure is clearly stated.

It’s important to always clearly communicate the reason for wanting to close an account, especially if it’s related to a gambling problem. A simple request to close the account without a specified reason might sometimes be overlooked or treated as a lower priority due to the volume of such requests.

Unfortunately, as we are unable to intervene in cases where no clear reason was provided for the closure, I’m afraid there is little we can do if it was simply an account closure request without a gambling-related reason.

I would strongly recommend always including a reason for account closure, especially if gambling behavior is the concern, as this can trigger more immediate actions from the casino.

Thank you for your understanding, and I hope this helps clarify the situation.

Does that mean you consider the case closed?

Bedeutet das, sie sehen den Fall als erledigt?

I have now searched again and here it is

"We will close your account within 24 hours"

And that didn't happen!

Ich habe jetzt extra nochmal gesucht und hier steht es

"Wir werden ihr Konto innerhalb von 24 Stunden schließen"

Und das ist nicht passiert!

Hi Smarterin,

I would kindly like to ask you for a few clarifications:

1. Did you ever send an email to the email address mentioned in the screenshot you provided? If so, could you please share a copy of that email or any proof of communication?
2. Could you specify when exactly the communication shown in the screenshot took place? The date and time of that interaction would help us better understand the context.
3. Is your casino account still active at the moment, or has it been closed or restricted in any way?

Thank you in advance for your reply.

Hello Petronela

The emails from February 6, 7, and 13 all went to the address shown in the screenshot. I'll forward them to you.

The account was finally closed after the complaint email on February 21st.

I just contacted them again via live chat, and they confirmed that a refund request is already pending. Perhaps you could get the casino involved to clarify why it's already taken six weeks.

By the way, there was a similar case here on Casinoguru at the same time (also Casombie) which was resolved positively.

I hope that things will progress quickly for me now and that I will get my money back.

Hallo Petronela

Die Mails vom 06.02., 07.02. und 13.02. gingen alle an die im Screenshot genannte Adresse. Ich leite Sie Ihnen weiter.

Das Konto wurde nach der Beschwerde-Email am 21.02. endlich geschlossen.

Ich hatte soeben wieder Kontakt per Live-Chat dieser hat mir nochmal bestätigt, dass bereits eine Rückerstattungsanfrage läuft. Vielleicht könnten Sie mal das Casino mit ins Boot holen um zu klären warum das bereits 6 Wochen dauert.

Es gab hier übrigens auf Casinoguru zeitgleich einen ähnlichen Fall (auch Casombie) der positiv gelöst werden konnte.

Ich hoffe, dass es bei mir jetzt auch zügig vorangeht und ich das Geld zurück bekomme.

Hi Smarterin,

Thank you for your message and for forwarding the emails.

Before we proceed, could you please confirm the following timeline so we’re aligned on the events?

• February 6: You sent an email to the casino requesting account closure.
• February 7: The casino replied asking for the reason and offered you a bonus.
• February 7: You responded that you lost the bonus and asked again for the account to be closed, but still did not provide a reason.

Based on this exchange, it appears that at no point did you mention a gambling problem as the reason for your request. Please correct us if we’re missing anything here.

We completely understand how frustrating this situation must be — especially with such a long wait for a resolution. However, from the casino’s point of view, your request may not have been treated with urgency because it lacked a clear explanation. As you might know, casinos are expected to act quickly when a player discloses a gambling problem or requests closure due to responsible gambling concerns. Without that information, the request may be seen as a standard service request, which can take longer to process or even be deprioritized.

The most important thing is that your account has finally been closed, which we see as a positive outcome. However, given that no gambling-related reason was provided in your original communication, the casino is not obliged to offer a refund for losses incurred while the account remained open.

Unfortunately, based on the current information and the lack of responsible gambling context in your request, it seems that we are unable to support your complaint further. If no additional evidence or clarification is provided, we will likely be forced to reject the complaint.

We truly appreciate your understanding and are still here if you’d like to add anything or clarify further.

We've already covered this topic. Why do we ask everything twice or three times?

I described the detailed course of events from the beginning and always mentioned that no reason was given!

Regarding the urgency, I sent a screenshot that promised closure within 24 hours. It doesn't state that a reason needs to be given.

Maybe you should read the entire story again...

Now I confirm it again and have to wait another week until it continues.... This is extremely frustrating.

Das Thema hatten wir doch schon. Warum wird alles doppelt und dreifach gefragt?

Ich habe von Anfang an den detaillierten Verlauf geschildert und auch immer erwähnt, dass kein Grund genannt wurde!

Bezüglich der Dringlichkeit hatte ich den Screenshot geschickt, dass eine Schließung innerhalb 24 Stunden zugesagt wird. Dabei steht nicht, dass ein Grund genannt werden muss.

Vielleicht sollten Sie den Verlauf hier nochmal komplett lesen...

Jetzt bestätige ich das wieder und darf nochmal eine Woche warten bis es weiter geht.... Das ist mega frustrierend.

I ask again to include Casombie.

In a similar case, the matter was resolved within 2 days.

Ich bitte nochmals darum Casombie mit einzubeziehen.

Bei dem ähnlichen Fall war die Sache danach binnen 2 Tagen erledigt.

Hi Smarterin,

Thank you for all the information you’ve shared and for your patience throughout this process.

We understand that this has been a frustrating experience and truly appreciate the effort you made to provide additional context and documentation. However, after thoroughly reviewing your case again, we have to confirm the following:

• Between February 6 and February 21, you did not clearly state that your account closure request was due to a gambling problem or responsible gambling concern.
• In fact, during that time, you accepted a bonus, which further supports the interpretation that the account closure request was not linked to any immediate gambling-related harm.
• The casino’s message regarding account closure within 24 hours did not override their need to understand the reason for closure. Responsible gambling-related requests are always treated with special urgency — but only when the player explicitly communicates this.
• Each time we followed up with questions, it was because new evidence or communication was presented that required clarification or confirmation. Our aim was to ensure your complaint was evaluated as fairly and thoroughly as possible.

Given all of this, and since no responsible gambling reason was given at the time of your original request, there is no clear basis to support a refund of your losses. While we empathize with your situation, we also must remain fair and consistent in our approach to similar cases.

For that reason, we will now be closing this complaint as rejected. Thank you again for your understanding, and we wish you all the best moving forward.

Best regards,

Petronela

Casino.Guru