Casombie Casino - Hráč nemůže vybírat výhry.

Hi,

I requested the first payout 2 weeks ago. I applied for the 3rd today after I was told twice that my IBAN allegedly contained spaces. Ridiculous. I entered it correctly! I'm now afraid that I won't get the money anymore and 200€ is a lot of money for me. Would be great if you could help me.

Greetings 🙂

Hi,

Ich habe vor 2 Wochen die erste Auszahlung beantragt. Habe heute die 3. beantragt, nachdem mir 2 mal mitgeteilt wurde, dass angeblich Leerzeichen in meiner IBAN enthalten sind. Lächerlich. Habe es genauestens eingegeben! Habe mittlerweile Angst nicht mehr an das Geld zu kommen und 200€ sind für mich schon eine Stange Geld. Wäre toll wenn ihr mir helfen könntet.

Viele Grüße 🙂

Dear Kellninho,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that you have never made any successful withdrawals before?

Would you be so kind and send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. 

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,

Kristina

Thank you for opening the case.

I have already sent you an email. And no on the site has never been paid out before. I wanted to test them first.

LG

Vielen Dank für die Eröffnung des Falles.

Eine email habe ich ihnen bereits geschickt. Und nein auf der Seite wurde zuvor noch nie ausgezahlt. Ich wollte sie erstmal antesten.

LG

Thank you for your reply and email, Kellninho. Do I understand correctly that you used a correct IBAN (without spaces), however the casino claims otherwise?

Also - I am not sure I understood your message correctly, could you please advise if you passed (or tried to pass) the verification?

Hello Kristina,

Yes, exactly! A check/verification has not been requested and should not be necessary from what I have heard. At least I was not asked to do so and it is not clear where on the site you should verify yourself.

Hallo Kristina,

ja genau so ist es! Eine Überprüfung/Verifizierung wurde bisher nicht angefordert und soll auch nicht nötig sein wie ich hörte. Ich wurde zumindest nicht dazu aufgefordert und es ist auch nicht ersichtlich wo auf der Seite man sich verifizieren soll.

Kellninho, in fact, KYC is necessary for the vast majority of online casinos that are not anonymous. Some casinos process smaller or first withdrawals without verifying their players, but most of them later request at least some kind of ID and proof of address.

Could you please advise if you tried withdrawing your winnings using an alternative withdrawal method?

Hi Kristina,

after I put pressure on again, the money came today. Thank you for the help 😊

Hi Kristina,

nachdem ich erneut Druck gemacht habe kam heute das Geld. Vielen Dank für die Hilfe 😊

Awesome news, Kellninho. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.