Casombie, fortsæt med at spille trods frivillig suspension

Hej, jeg er afhængig af gambling og har anmodet om et forbud fra Casombie.

Min konto blev dog ikke blokeret, og jeg fortsatte med at spille og tabte €2300 inden for en måned.

Jeg er fortsat med at skrive til kasinoet, de bliver ved med at sige, at der vil blive åbnet en sag, men der er ikke sket noget indtil videre. Nu vil jeg gerne vide, om jeg kan kræve de penge tilbage, jeg mistede efter at have anmodet om spærringen?

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, jeg forsøger at få mig selv blokeret overalt, og ja, jeg har informeret casinoet om min eksisterende ludomani. 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, jeg har et lignende problem. Efter adskillige e-mails til support, hvor de blev bedt om at lukke kontoen, var det eneste, der hjalp, at sende en e-mail til Casombies klageadresse. Jeg forsøger nu at få mine tab refunderet efter den første anmodning om at lukke kontoen.

Da Casombie ikke længere svarer mig, har jeg lige indsendt en klage her.

Hej, ja jeg kontaktede dem også, men udover at have modtaget et sagsnummer skete der ikke noget.

Jeg har også indgivet en klage her.

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.

Jeg tror ikke, jeg gav en eksplicit begrundelse, men det burde være relativt uafhængigt. Ifølge vilkårene og betingelserne lukkes kontoen indenfor 24 timer, men det var ikke tilfældet for mig. Jeg sendte fire e-mails til support og to live chat-sessioner over en periode på 12 dage – intet førte til lukningen. Først efter at jeg sendte en e-mail til Casombies klageadresse, svarede de endelig.

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.

I vilkårene og betingelserne stod der, at kontoen ville blive lukket inden for 24 timer efter anmodning. Der stod IKKE, at jeg skulle give en begrundelse.

Hvad jeg dog bemærkede er, at dette punkt er blevet ændret i de nye vilkår og betingelser version 1.5 (dateret 10. marts 2025). Hvilken tilfældighed!?!

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

Jeg så lige, at din sag blev løst. Tillykke! Jeg bliver ved med at kæmpe...

Med venlig hilsen, smarterin