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Subject: Formal Complaint Regarding Delayed Withdrawal and Lack of Communication - ComeOn.com

Dear CasinoGuru Support Team,

I hope this message finds you well. My name is K**** A**** Vil****s, and I am writing to file a formal complaint against ComeOn.com regarding an unresolved withdrawal issue and a lack of communication from their support team.

I recently requested three withdrawals totaling 2290 euros after winning some soccer bets after my 945 euros deposit . I did not accept any bonuses, and I made the deposit using a wallet that I had never used before with this company . Despite my efforts to follow the proper procedures, my withdrawals have been delayed.

I have tried contacting their support team on multiple occasions to resolve the issue. Initially, the virtual assistant informed me that an email had been sent to me regarding my withdrawal, but I did not receive any such email. When I selected the option stating, "I did not receive any email," I was provided with the email address asiakaspalvelu@comeon.com to contact. Unfortunately, after reaching out via email, I have not received any response, even after three days of waiting.

What raises additional concern is that when I requested to speak with an agent while logged into my account, I was told that no agent was available. However, when I tried the same thing while logged out, an agent was miraculously available. Despite being connected with an agent, they failed to provide any meaningful assistance and simply instructed me to send another email to the same address, which has yielded no results.

In an attempt to facilitate the process, I even provided an extra document showing myself holding my ID next to my face. However, despite submitting all the required documents, there has been no further communication or resolution from ComeOn.com. Here I have to highlight that I had already provided my identification documents (passport and proof of address )which were already verified before I start playing .

I am ready and willing to provide any additional documentation or information that may be required. My primary concern is the lack of response and the misleading information provided by the support chat. The amount in dispute is 2290 euros, and I kindly ask for your assistance in resolving this matter.

Thank you for your attention to this issue. I look forward to your prompt response.

Kind regards,

Krista A****V****

Dear kristaannikavilenius,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear kristaannikavilenius,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello , I am happy to get help from you . The reply after many days was to ask me proof of address and selfie , I sent both to email and site upload , they accepted but nothing happened , yesterday I asked them on email that today the case will be published on casinoguru and they REasked me the same , I uploaded today and waiting for response . I will update as soon as I get a reply .

They just replied back , they want a new additional selfie of me , other than the previous , and the deposit I did to them . I will send these too but I feel it will be a non-sense never-ending request from them . Hope not though .

Dear kristaannikavilenius,

Can you please advise if there's been any update regarding the verification since your last forwarded documents?

Looking forward to your answer.

Regards,

Nick

hello I have been hospitalised for few days I cannot access my documents , while I was at work I got poisoned and now I am still unable to go at home , I will be there in 1-2 days maximum to send what they asked for .

Dear kristaannikavilenius,

I hope you’re feeling better. Could you let me know if you were able to forward the requested documents to the casino since we last spoke?

Looking forward to your response.

Best regards,

Nick

Dear kristaannikavilenius,

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

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Maria (ComeOn!)

Nov 7, 2024, 16:17 GMT+1

Hey Krista,

We hope this message finds you well.

I would like to inform you that your account has been permanently closed and your funds confiscated.

This decision is based on rule and condition 2.18

2.18 The Company reserves the right to ask for verification documents at any time, and we can temporarily suspend your account until we receive the required documents. The Company carries out additional verification procedures and players having cumulative deposits totalling to 2,000 Euro will be requested to provide the Company with personal documentation, such as but not limited to, copies of identification documents, utility bills, copies of payment methods (e.g.credit cards), bank statements, etc. In some cases the Company may request that the documents above are notarised. A player's account might be closed permanently and/ or a withdrawal may be refused if a player does not provide the Company with the required documents and/ or if the player is found to have supplied false or misleading information.

Best Regards,

Maria

Customer Experience

AFTER ALL , I sent them selfie with passport , new selfie with passport , selfie holding passport and date in a sticky paper , THEN they asked to hold a newspaper , and before I send this they locked my money based on a term they say ! Help me solve it .

Dear kristaannikavilenius,

Did they specify the reason of confiscating your balance - were there any documents incorrect or maybe edited?

If possible, please forward the documents provided to the casino and the communication between you and ComeOn! to nikolas.b@casino.guru for further review.

Looking forward to your response.

Regards,

Nick

Dear kristaannikavilenius,

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