Casombie, fortsätt spela trots frivillig avstängning

Hej, jag är spelberoende och har begärt ett förbud från Casombie.

Mitt konto blockerades dock inte och jag fortsatte att spela och förlorade €2300 inom en månad.

Jag har fortsatt att skriva till casinot, de säger hela tiden att ett ärende kommer att öppnas men inget har hänt hittills. Nu skulle jag vilja veta om jag kan kräva tillbaka pengarna jag förlorade efter att ha begärt spärren?

LG

Hello,

I'm sorry to see you struggling with gambling. Would you mind discussing available tips for lowering the possibility of further harm? Allow me to bring our special safe zone to your attention—browse here, please. 👈👈

Generally speaking, the player's account should be closed without delay if the gambling issue was mentioned to the casino. From that moment, the player also should not be able to reopen his account ever again and should never be allowed to open a new account using his true personal details.

The important question always remains the same—did you ask your account to be closed due to gambling issues, please? If not, please inform the casino immediately.

I'll wait for your update on this matter and then we can talk about the details. 🙏

Hej, ja jag försöker få mig själv blockerad överallt och ja jag har informerat casinot om mitt befintliga spelberoende. LG MelliKing

In that case, it really seems like the casino didn't play its part very well.

I hope you don't mind further tips - we at Casino Guru pay a great deal of attention to responsible gambling; perhaps you could use our Self-Exclusion Assistance Tool we've been developing to help players track self-exclusion processes in one place.

https://casino.guru/global-self-exclusion-initiative/assistance-tool 👈

If I may help with something, or if you could use some chat, do let me know, please. I will do my best to stay in touch.

Hej, jag har ett liknande problem. Efter flera e-postmeddelanden till support som bad dem att stänga kontot, var det enda som hjälpte att skicka ett mejl till Casombies klagomålsadress. Jag försöker nu få mina förluster återbetalda efter den första begäran om att stänga kontot.

Eftersom Casombie inte längre svarar mig har jag precis skickat in ett klagomål här.

Hej, ja jag kontaktade dem också men förutom att få ett ärendenummer så hände inget.

Jag har också lämnat in ett klagomål här.

LG

MelliKing

I am really sorry that you have to go through this, and I hope that our complaint team will be able to help.

May I ask if you have clearly stated the reason for closing the account?

In such cases, it is very important to write it in the request, and the casino has to act immediately, of course.

Jag tror inte att jag gav ett uttryckligt skäl, men det borde vara relativt orelaterade. Enligt villkoren stängs kontot inom 24 timmar, men det var inte fallet för mig. Jag skickade fyra e-postmeddelanden till support och två livechattsessioner under en period av 12 dagar – ingenting ledde till stängningen. Först efter att jag skickat ett mejl till Casombies klagomålsadress svarade de äntligen.

Unfortunately, as I said before, it is very important to state the reason when requesting the closure, because only in cases where the player clearly states that it is due to gambling issues has the casino to act promptly.

If they don't, the player has the right to get all the deposits back.

I will give you an example here to hopefully better understand it: Imagine there is a player who is having a bad day, lets say. This player doesn't have much luck and asks the casino to close the account. The next day the player comes back, the account is still opened, so he/she tries it again and wins.

If the casino had closed the account right away, it would be a completely different story. Right?

And don't get me wrong here; I am not saying that it is right or wrong; it is just how online casinos usually work.

Of course, if a player has some gaming issues, it has to be taken seriously and close the account right away.

Villkoren angav att kontot skulle stängas inom 24 timmar på begäran. Det stod INTE att jag var tvungen att ange en anledning.

Vad jag dock noterade är att denna punkt har ändrats i de nya villkoren version 1.5 (daterad 10 mars 2025). Vilken slump!?!

However, stating the reason is the most important part of the request, especially if you require immediate danger due to the risk of possible harm. Consider that a valuable piece of information forthe future, please. It makes sense to follow the rules, and it is awesome you are that familiar with them. It is just that the reality may differ. 🙁 I would also like to see what took 12 days or so to fulfill your request; it should work far better if you ask me.

Hej MelliKing

Jag såg precis att ditt fall löstes. Grattis! Jag kommer att fortsätta kämpa...

Med vänlig hälsning, smarterin