Hello, I made a withdrawal of €2700 which is said to be in progress and my balance is €700. Then I wanted to log into my account again and suddenly it was deactivated. Asked in chat and there is no explanation except admin decision. I had already verified myself in advance and everything was accepted. Then I should verify myself again by email with a selfie with ID card etc. It was also confirmed and asked again in the chat, but there is no explanation. They say the manager will email them but nothing has happened so far. I'm really desperate and would like to continue using the casino, but of course I would also like to have my money. I hope you can help me with this.

Hallo, ich habe eine Auszahlung get?tigt von 2700€ die angeblich in Bearbeitung ist und meine Balance liegt bei 700€. Dann wollte ich mich in mein Konto wieder einloggen und aufeinmal war es deaktiviert. Im Chat nachgefragt und es gibt keine Erkl?rung au?er Administrator decision. Ich hatte mich im Vorfeld schon verifiziert gehabt und alles wurde angenommen. Dann sollte ich per email mich nochmal verifizieren mit Selfie mit Personalausweis etc. Wurde auch best?tigt und wieder im Chat nachgefragt, aber gibt keine Erkl?rung. Sie sagen es wird sich der Manager per email melden, aber bis jetzt nichts passiert. Bin echt verzweifelt und würde gerne auch das Casino weiter benutzen, aber natürlich h?tte ich auch gerne mein Geld. Ich hoffe Sie k?nnen mir helfen dabei.

Dear Katzenklo27,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you accumulated your winnings with or without an active bonus? Was your account fully verified in the past? Are you sure your account is blocked and not audited only which usually happens after a player accumulates a substantial win?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, yes I won my win with a bonus but I stuck to everything. Yes, I had uploaded my documents in the profile and sent in all the documents again via email for additional verification. And both have been confirmed. Then unfortunately the account was deactivated and I didn't get any further information about it. They keep saying that the manager will get back to me, but no word yet.

Hallo, ja ich habe meinen Gewinn mit einem Bonus gewonnen, aber habe mich an alles gehalten. Ja ich hatte meine Dokumente im Profil hochgeladen gehabt und eine zus?tzliche Verifizierung per email auch nochmal alle Dokumente eingeschickt. Und beides wurde best?tigt. Dann war leider das Konto deaktiviert und ich habe keine weitere Info bekommen darüber. Sie sagen immer noch das der Manager sich bei mir meldet, aber bis jetzt kommt keine Nachricht.

Thank you very much, Katzenklo27, for providing all the necessary information. I will now transfer your complaint to my colleague Adam ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thank you very much. Will he then get in touch with me when he has more information or how does the whole thing work now?

Okay vielen Dank. Wird er sich dann bei mir melden wenn er n?here Informationen hat oder wie l?uft das ganze jetzt ab?

Hello Katzenklo27,

I have reviewed your case and understand the situation. I will now contact the casino to see if I can help.

We would like to invite Combo Slots Casino to the conversation and to participate in the resolution of this complaint.

We would like to ask Combo Slots 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Luckily everything has been resolved. Money has been transferred. ??

Es hat sich zum Glück alles gekl?rt. Geld wurde überwiesen. ??

Hello Katzenklo27,

Thank you for the update, I'm glad to hear that your issue was resolved.

I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. 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.