Dear Sirs and Madames,

I won a free bet of 10 euros at Comeon Casino. There is no active binus in my account. No deposit was necessary for the free bet.

I have confirmed my identity, cell phone number and email. Now Comeon refuses to pay, on the grounds that I would not have implemented the Binus conditions. But I no longer have an active binus. Please contact Comeon Casino, which unfortunately sounds like fraud and misleading advertising to me.

Yours sincerely

Khaoula Ouertani

Sehr geehrte Damen und Herren, 

Ich habe eine Freiwette von 10 Euro bei dem Casino Comeon gewonnen. Es findet sich kein aktiver Binus mehr in meinem Account. Für die Freiwette war auch keine Einzahlung notwendig. 

Ich habe meine Identit?t, Handynummer und Email best?tigt. Nun verweigert mit Comeon die Auszahlung,mit der Begründung ich h?tte die Binus Bedingungen nicht umgesetzt. Doch ich habe keinen Aktiven Binus mehr. Bitte kontaktieren Sie das Comeon Casino, das klingt für mich leider sehr nach Betrug und irreführende Werbung. 

Mit freundlichen Grü?en 

Khaoula Ouertani 

Dear Khaoula,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Did you receive any explanation from the casino why your winnings have been cancelled? Have they explained which exact bonus term has been breached? How the bonus has been activated? Did you receive it from the support, or you activated it in your account? I understand that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Khaoula,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.