ComeOn! Casino - Аккаунт игрока был закрыт за предполагаемое нарушение правил и условий.

On 4th of March I tried to login to my ComeOn account, but I received message that my account is closed and that I should contact customer support for more information. I was told by support that they have closed my account and confiscated my balance. Reason they gave me was that I have broken T&C 9.3.

I have tried to ask several times what exactly have I done against that rule, but haven’t received any answers. They just keep repeating that I have broken T&C 9.3 and that’s the final answer, no explanation has been given to me.

I have played those wespin games that they offer with my own money, I haven’t even received any promotions from them in ages. I have been playing these same games for years without any problems, but then suddenly they decide that I have done something wrong. I have asked all the data that they have on me and I can’t find anything from that why my account is closed and most importantly how could they justify this confiscation.

Dear myntlat,

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

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

Could you please advise how long were you a player of the casino and when exactly was your account blocked? What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer) Did you achieve your current balance with or without an active bonus? 

Would you be able to send me the email from the casino notifying you about the accusations? My email is tomas@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,

Tomas

Hi,

I have opened my account years ago, from my GDPR info I can find first playing history from 2014. And my account was closed 4th of March, so over four months ago.

I have played 99% wespins and few hundred spins on slots, but all the winnigs are from wespin games. These are all my own money, haven't used any bonuses there for at least 18 months.

Thank you very much, myntlat, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, myntlat,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite ComeOn! Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear ComeOn! Casino Team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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 myntlat,

Just letting you know I received the update from the casino recently.

Currently, the case is being handled internally on the casino's side, and they should be able to provide us with relevant details in a reasonable time. They will reply here as soon as they receive the outcome.

Therefore, I am now extending the timer by another 7 days to give the casino some extra time to react.

Thank you for your patience and understanding.

Dear ComeOn! Casino Team,

Please, look at my first post directed to the casino and provide us with the requested information.

However, if no response or relevant information is provided until the current timer expires, I am afraid we will be forced to think about complaint closure as unresolved.

Looking forward to hearing from you.

Thanks for the update.

ComeOn did contact me by email 3 days ago and I was told that my account won't be opened, but that I will get my balance back. I'm happy with that decision, but still haven't received any money or updates after that.

What great news, myntlat!

This significantly changes the situation.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please note it usually takes some time until it is completely processed. However, let us know as soon as you receive the payment.

Dear myntlat,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the update received from the player, the complaint was reopened, and its status was updated to 'resolved'.

"Hi,

I would like to inform you that that this is now solved, I just received my money to my bank account today. Thank you for your help with this."

Thank you, myntlat, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru