ComeOn Casino - Refused to pay back to the payment option used for depositing

RESOLVED
posted on March 4, 2016.

Dear AskGambler,

I used your website to register to a company called Comeon. I opened my account with them, and I deposited with Skrill but then they refused to offer withdraw option on my account even though I was fully verified. I decided to close my account after reading bad reviews on the internet, on how they remove withdrawing facility so you could bet more and finish your funds. Now they're refusing to pay back my money through Skrill even though I deposited through that method. They're saying only option is bank and I told them I don't have a bank account but I could nominate someone bank account. They're still refusing. What should I do please? It has been over 90 hours. Every time I messaged them through chat or email they said they're finding a solution but there's no other alternative. I Give you full permission to talk to them on my behalf.They don't have a contact number but their website is www.comeon.com. I have almost used over 70 betting companies through your company and I never had problem except for this company. I generated a lot of money for affiliation scheme for you.

Kind Regards,
H Sheikh

AskGamblers
posted on March 9, 2016.

Dearn @hamida,

Any update regarding your complaint? Thank you.

posted on March 9, 2016.

Hi,

Our casino rules are fairly clear regarding transfer of funds after an account closure as stated in our terms & conditions point 2.19:

2.19 If a player closes the player's account, all funds excluding any bonus money that might not be redeemable will be transferred to the bank account from where the funds originated.

Manual transfers to any other methods are not possible; this has been confirmed by our Payments team. Fund transfers to a third party bank account are also not allowed.

We also have not removed and aren't even able to remove withdrawal function from single players in order to "prevent them from withdrawing". We as a company have absolutely zero interest in keeping players from withdrawing their funds. Only possible limitations to this are mentioned in our Terms and Conditions which are freely available for everyone and we assume that players familiarize themselves with them before playing in our casino in order to avoid any confusion. Should questions arise, they are more than welcome to contact us and we'll clarify any point necessary to them.

Should you have further questions, please let us know.

Best regards,
ComeOn!

posted on March 9, 2016.

I just want everyone to know they replied at the last minute on purpose they delayed my payment and it has been over 2 weeks.. I sent you a screenshot that showed you removed a withdrawal facility on my account. Not to mention I deposited using Skrill, money laundering laws in gambling says the method of deposit is the method of withdrawal. Why can't you send the money to the method I deposited with? I closed my account after reading all the bad reviews your company has against. I'm surprised on how you still have your licence after all the complaints. Please stop using MGA as your licence provider is not true, I received an email from them.

Dear Mr. Sheikh,

Reference: Your email dated 4th March 2016.

We are writing to acknowledge receipt of the above mentioned e-mail.

Malta Gaming Authority provides player protection by active monitoring of operators who trade under the Maltese Remote Gaming Regulations. The sportsbook of the website comeon.com you refer to is not registered or licensed by the Malta Gaming Authority and therefore is not regulated by MGA.

We have made some enquiries about this company on your behalf the terms and conditions posted on their web site states this company is governed by the laws of Curacao.



https:­//w­ww.c­om­eon.co­m/s­ports/

Unfortunately we are unable to assist you any further as this company is not licensed by Malta Gaming Authority.

We hope this is of some assistance to you.

Regards,

Christian Gatt
Support Assistant

posted on March 9, 2016.

We do apologize for the delay in responding to your query, but according to our information we did still answer within the deadline set to us by AskGamblers, our intention was not to cause any frustration on you or for any other parties involved. The slight delays, should they have occurred, in processing your initial request have also not been deliberate in any way, but as much as they are unfortunate, they are also unavoidable should there be a need to involve several relevant departments of the company to the investigation.

After looking further in to the correspondence, I however can see that we informed you as soon as possible of what we require in order to resolve the matter after the account was closed permanently as per your request. Sending the money manually to Skrill is not technically possible, this is the reason why it hasn't been done. If this would be possible, we would have of course done it immediately. Hence we need details of an active bank account which in your name in order to transfer the money. Once we receive this information, we are more than happy to process the transfer of the funds immediately.

All the information which was available on that given point of time about why the withdrawal method in question was not temporarily available was provided by the agent who you spoke to during your first contact regarding this matter. We want to emphasize that this was absolutely in no way done deliberately by us, because as mentioned in the previous message, we have no interest in keeping you or any other player from withdrawing their funds. This serves no purpose to us, let alone to the player.

As per the email from MGA, the reason why their response is as above is that we are regulated by a different governing body in your region and therefore they are not able to assist you in this matter. On our page, you can select the region you are on from the bottom of the page, on the left hand side. This will also result in you seeing slightly different versions from our Terms and Conditions, depending on where you are located.

Please let us know should any other points require clarification and we will gladly elaborate on them.

posted on March 10, 2016.

So you can't pay me through Skrill? It makes me curious.

posted on March 10, 2016.

This would be the case. Manual withdrawals after an account closure need to be done to an active bank account I'm afraid. If there would be a technical way to work around this, we would have already done this for you of course.

posted on March 11, 2016.

You're the only company that has that policy and I been gambling for over 10 years online. I wish you could see what you're saying, I deposited through Skrill. You refused to issue a cheque, Skrill or Neteller payment, nothing to worry though I managed to open a new basic account today just waiting for a confirmation letter... Lets see what other excuses you make. Still Is unfair though.

posted on March 14, 2016.

We can assure you that these are not excuses or in any way deliberate ways to prevent from paying anyone money as this does not serve purpose to us nor to you as a customer. They are more so technical limitations which are also mentioned in our Terms and Conditions. We always encourage players to read these prior to gambling on our site in order to avoid any confusion.

Should any questions arise after the player has familiarized themselves with our rules, they are of course always more than welcome to contact our customer service in order to shed more light on such inquiries. We are also not in a position to comment on practices other casinos may or may not have, as it is possible that different casinos have different practices and procedures in place.

However, we are glad to hear you have managed to open a new account! We will forward the request for the manual withdrawal of the funds to the said account in order to resolve the issue.

posted on March 14, 2016.

Dear Comeon,

I sent you pictures of my new credit card that shows account number and sort code. Also I included two letters from the bank that shows everything. I re-sent the email just incase. Please process my withdrawal as soon as you can.

Regards,
H Sheikh

posted on March 14, 2016.

I am happy to confirm that your request has been sent to the relevant department. You will be contacted via email at latest when the manual withdrawal has been sent to you.

posted on March 15, 2016.

I received an email saying "it will take usually approximately a week for the manual withdrawal to be processed and after this it will take at least five working days for the funds to reach your account" May I remind you it has been more than a few weeks today. Please don't delay it further. Bet300 are the longest withdrawal processor and if you request money by Tuesday is in your account on Fri, I don't see why you're doing this to me? But is OK though.

posted on March 16, 2016.

As we are not in this case dealing with a normal withdrawal done through the system but a manual one, this is how long it approximately takes normally to process these cases. This is of course done by the Payments team who takes care of several other important duties alongside this as well and the cases are dealt with in the order they come in.

This may be processed a lot quicker as well, depending on the workload in relation to the resources available at each given point of time. Hence this is not a deliberate delay, and you can be assured that they are working every day around the clock to deal with all the requests. We will of course do our utmost to prioritize this case but as we have no direct control over this, we unfortunately cannot guarantee this. Please note that we were only able to begin the withdrawal process once we received the information and documentation of your new bank account.

We will of course inform you via email as soon as the withdrawal has been processed and the funds are on their way to you.

posted on March 17, 2016.

OK, we will see how long it takes. I was hoping maybe to receive a confirmation email after 3-5 working days that it has been processed but few days have passed.. No problem though.

I just want to know why you doing this to me?

posted on March 18, 2016.

Could you please specify what you mean by your question?

We are happy to confirm that your manual withdrawal has been paid out yesterday, and email confirmation of this has been provided containing further information about this!

posted on March 20, 2016.

As the funds have been paid out, this case can be considered as closed, unless further questions arise regarding this.

AskGamblers
posted on March 21, 2016.

Dear @hamida,

Did you receive the payment, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

posted on March 21, 2016.

No, I haven't. I went to check at ATM and I spoke to my bank, they said if they have sent it on Thurs then it should be in my account on Monday first thing but is not. I will wait until Thursday that's plenty of time right? Then I will involve Action­fra­ud.p­ol­ice.uk. Someone was conned by www.comeon.com and he involved them and he said they can put a dent on the company. I'm about to give up now. I don't have the energy anymore. I guess that's what they want. Thanks you Askgambler

posted on March 21, 2016.

Mike: Welcome to Live chat!
Mike: Hi Hamida!
Me: Hello, could you find out what account you sent the money to?
Me: I went to check my money the money is not there
Mike: Let me look into this for you Hamida
Me: I'm about to involve www.ac­tio­nfr­aud.po­lice.u
Me: On advice of my bank
Me: They class it as fraud now
Mike: It's send to account ****6769, just before the weekend.
Mike: Because of?
Me: You kidding me?
Mike: No I am most certainly not kidding you.
Me: Account is ****6796
Mike: The funds have been transferred to the account you provided us with
Me: Look the picture I sent you properly
Me: Because at this point is considered fraud
Mike: Let's see, I was copying a note from a conversation.
Me: When bank transfer is involved is considered fraud
Mike: On what ground? There is nothing here to be considered is fraud.
Me: I wanted to involved them earlier but now I can
Mike: Hamida, please let me ask you this to check your point of view. We are transferring the funds to your account, as per your request. What part of this is considered fraud?
Me: Because the money hasn't been received
Me: And it has been a month
Me: And you admitted you sent the money
Me: Account number is ****6796
Mike: Yes I just did that. The time it has been taking (a month) is due to a whole lot of other reasons which we have thoroughly discussed on multiple platforms. I'm checking the payment for you now.
Me: you said
Me: Mike: It's send to account ****6769, just before the weekend.
Me: that is wrong
Mike: The money has been sent on Friday, it will take about 5 business days as per usual to with these transfers. If the funds didn't reach your account by next Friday, please contact us again.
Mike: I was copying a number from a note in a chat I saw, apparently including a typing mistake. The funds have been transferred to your Santander account where you provided us documentation for.
Me: Account number is ****6796
Mike: I understand that.
Mike: Is there anything else you would like to ask now?
Me: So you sent it to a wrong account number?
Mike: Hamida, please read what I just said.
Mike: I was copying a number from a note in a chat I saw, apparently including a typing mistake. The funds have been transferred to your Santander account where you provided us documentation for.
Me: Can you give me the account number you sent it to?
Mike: ****6796
Me: Are you sure?
Mike: Yes.
Mike: Is there anything else you would like to ask now?
Me: What country did you send it from?
Me: Because my bank is convinced you didn't send it
Me: They said if you have I should have received it
Mike: The money has been sent on Friday, from Malta. It will take about 5 business days as per usual to with these transfers. If the funds didn't reach your account by next Friday, please contact us again.
Mike: Is there anything else you would like to ask now?
Me: We will see
Mike: Yes indeed. I wish you all the best, I hope you have a wonderful today this Monday. Bye for now!
Chat closed.


My apologies if I sounded rude both to www.comeon.com and www.askgamblers.com

posted on March 21, 2016.

I just realized something, I received an email from them on Wednesday and Thursday they said the sent the money now they're saying they sent it on Friday


Hamida Sheikh; Fri 3/18/2016 5:04 AM

Hi Hamida,
Thank you for your message.
The withdrawal has been processed yesterday, it will take at least 5 days to reach your account but I can confirm you that it has been processed and send out to your account.
If you have any further questions, feel free to contact us again!
Yours Sincerely,
Mike - ComeOn's Customer Support

Let us assist you the way you deserve to be helped, with care and speed. Forget the emails and contact us via our Live Chat support.



And on the chat they said they sent it on Wednesday now they're saying on Friday we will wait and see.

posted on March 22, 2016.

Update:!!!!

Still no money in my bank account, ironically I received money from China/Philippines on Monday that was sent sent on Friday by TLCbet. Still waiting but this Thursday I will involve Actionfraud as a last throw of the dice.

Thanks

posted on March 22, 2016.

Update!!!

www.comeon.com is a fraud company 120% I played with them and I won £141.70 now they're saying I only won £41.70 they're keeping the £100 for no reason.

First they refused to let me withdraw (I have screenshot) even though I was verified a few months back
Then they refused to send the funds to skrill
Again refused to send the funds to my banks so they can issue a cheque
I opened a new basic bank account
Delaying the payment 35 days have passed
Now they're keeping more than 70% of the funds.

How can a company be this cruel?

posted on March 22, 2016.

I can assure you that the funds have been sent on the date which we have informed to you, and we processed it less than 24 hours after receiving the documentation which we required for the transfer. Transferring the funds will take at least five business days in the case of a manual withdrawal. As the email which you posted above that was sent on Friday confirms, the funds were sent on Thursday.

We are not in a position to comment on procedures or actions done by other sites, but It is likely that a normal withdrawal that has been done through their site is quicker, slightly depending on the payment method. This is also case in our site, but the manual withdrawals are cases that take longer, but the funds are on their way and have already been for some days.

We can also assure you that we have sent the full balance which was remaining in the account. We have also emailed you your full, unedited transaction history which shows all the transactions and game play in your account over the relevant period which confirms the numbers which we are stating to you over the Live Chat. We are not deducting any funds from the account, as we have absolutely no reason to do so.

After double checking everything prior to sending this reply, we can confirm that everything has unfolded exactly as stated above. Should the funds not reach you after the five business days have passed, please contact us again and we are happy to look in to the matter further for you.

posted on March 22, 2016.

Since I'm going to involve police and actionfraud you replied? You modified the pdf file you sent. It's missing some transactions and funds. I will find a way to proof it. Does anyone have a record like an independent company apart from you? Person who created the interface?

You can't just take 70% of the funds and denied it. If you wanted to take the money you could have just lied and said is bank charges or some other reasons but saying I had only £41.70 it just make you a plain thief. My apologies to Askgambler for using that word but www.comeon.com are ******** and I will make sure everybody knows it AND I will inform the relevant departments as fraud.

I will not even accept the £41.70 as soon it comes in my bank account I will return it you can keep everything. I'm sure this is not the first time you have done this, I will find another customers AND we will bring multiples cases to police and actionfraud because is a clear thievery.

posted on March 22, 2016.

First you said you sent it on Wednesday, then Thursday and now Friday... Mike: The money has been sent on Friday, it will take about 5 business days as per usual to with these transfers. If the funds didn't reach your account by next Friday, please contact us again.


Hamida Sheikh; Fri 3/18/2016 5:04 AM

Hi Hamida,
Thank you for your message.
The withdrawal has been processed yesterday, it will take at least 5 days to reach your account but I can confirm you that it has been processed and send out to your account.
If you have any further questions, feel free to contact us again!
Yours Sincerely,
Mike - ComeOn's Customer Support

Why £100 why not just take £50 and have mercy.

Liars are ******* and you just proved it. You can keep the money but I will make sure you wish you hadn't. And I'm sure you haven't sent even the £41.70 you claimed, you might as well just keep it all cause I'm not accepting 30% of the actual withdraw.

posted on March 22, 2016.

Thank you for your reply!

The reason for not replying yesterday is that the individual the individuals who are responsible of the said responses were not present yesterday. Should have this caused you inconvenience of any sort, we do apologize. We would also like to emphasize that each and every reply regardless of the content is equally important to us, and we treat all of them with the same professionalism as well as seriousness. This means investigating the matter thoroughly in order to ensure all the information at every stage of the process is correct and communicated in appropriate manner.

To approach your point of the file which we emailed to you, we have personally checked the file and cross-checked it with your account and can confirm that they match 100% and no editing has been done to the information found on the said file. The information is perfectly in the same form as it came from your account and the amounts have matched with each other every step of the way. We do however understand that you may have certain concerns regarding this after there has been such a long wait but rest assured, all the funds which were in account are on their way to you.

In addition to this, we would like to draw your attention to the fact that editing the files which we send out would not only be against the regulations of our licencor, but it would also be detected fairly quickly should further investigation conducted by a relative authority occur. Hence this has never been our procedure due to it serving no purpose to us, or the player, in any case or situation. You have our honorary word, there are no illicit actions whatsoever occurring in any stage of the process and all the funds were sent very quickly when we received the documentation regarding the bank account which was required for the transfer. We also cannot comment on any other cases due to data protection laws, but I can assure you that illicit actions have not happened with any other player either.

After checking your correspondence with us, there has not been information given to you regarding the fund being sent prior to the confirmation email which was given in the email which you posted above. We do apologize if any of information which you have received has been confusing in any way, but the email which you posted above is the official confirmation of when the funds were sent and how long the process will take. Please refer to this for further information in order to avoid any confusion. If the money does not reach you after the time stated in the said email, you are of course more than welcome to contact us again regarding this.

Hope you found this helpful and that this clarifies the situation for you!

posted on March 22, 2016.

Very convincing but between you and I, you know exactly how much you're keeping. Could you please give me your licencor contact details? Because nobody is aware who is your licence issuer. I will inform them to investigate the matter independently.

posted on March 22, 2016.

I just want to know why you doing this to me?

posted on March 22, 2016.

Thank you for your reply!

I understand your frustration towards this case, but I can assure you that we are not holding any funds, and they have been transferred to you in full.

You can find all the details right from the top of our Terms and Conditions, more specifically point 1.1 which you can access from the link below:

https:­//w­ww.c­om­eon.co­m/g­b/terms

Should you have further questions regarding this, you can always contact our support and they are more than happy to clarify anything regarding this.

posted on March 22, 2016.

We also assure you that this is absolutely nothing personal towards you, as these cases are never investigated or decided upon on based on the individual. This ensures that the process is fair for every player as we do not discriminate any individual, but all are treated equally in every single case.

All investigations and decisions are based purely on facts, numbers and the requirements of our gambling license. For us it is a matter of pride to follow these rules set to us and we can guarantee you that this has also occurred in your case.

AskGamblers
posted on March 26, 2016.

Dear @ComeOn Casino team,

Can you please send evidence that this player was fully paid. All relevant documents please send to [email protected] Thank you for your cooperation.

posted on March 27, 2016.

Dear AG,

Update!! Money not received, kinda despair now it has been nearly 7 weeks. Have they sent the documents? I have informed actionfraud, police and Skrill none of them said could help me. Should I give up? Cause I'm tired now and they even mentioned they won't pay me full the amount I won. is not worth going to court over £141.70 but I have informed all the organization and party involved. I appreciate your intervention Ask Gambler. I'm going to stop online gambling completely because of this experience.

Thanks

posted on March 29, 2016.

Update!! They blocked my my IP on the chat so I can't talk to them and they won't reply to my email.

posted on March 29, 2016.

Thank you for your replies!

As per the first request, due to data protection laws and regulations set to us by our gambling license, this is not information which can be disclosed to a third party. This is information which can only be shared with the player themselves, which we have done, or by request to the relevant authority. Should we receive a request from either, we are more than happy to provide all the relevant information which they wish to receive.

We do understand your frustration and that you are anxiously waiting the funds to reach you, but what has to be taken in to consideration at this time of the year are the Easter bank holidays. The funds move and can arrive to your account only during business days (therefore excluding weekends) and as Friday 25th and Monday 28th were both Bank Holidays in the UK, this causes further delays in the transfer which we unfortunately cannot control in any way. The speed of the transfer cannot be affected by us once it has been made and the full balance on your account was transferred to you on the date which was stated in the email which you have quoted in earlier messages. Therefore we kindly ask you for patience, as the threshold which we have provided you with has only just now been fulfilled and you can expect the funds to arrive any day now.

After checking your recent correspondence with us, we can confirm that all emails which have been sent to us have been replied to if the issue was not solved over the Live Chat. Should you have further questions regarding this, you are more than welcome to approach us via email at [email protected] and our agents will reply to you shortly.

Hope you found this helpful!

posted on March 29, 2016.

Tired of excuses pleaseeeeeeeee just pay me. I give you permission to send the documents. Why block my chat? No phone number? Why?

posted on March 29, 2016.

Thank you for your reply!

We can assure you that any of the reasons mentioned in the previous message are not excuses, they are simply factors that we do not hold any control over. We do apologize about this additional delay and that we failed to spot the bank holiday days earlier, but the funds have been sent by us and they are on their way to you. Please confirm when you receive the funds after some business days have passed.

We also appreciate that you give us a permission, but this would be against the law and we are only able to share account information with the two parties which we mentioned in the previous message. Should we receive such requests, you can be assured that the necessary action will be taken immediately.

As of now, we only offer support via Live Chat and email. Should the chat service be unavailable for some reason, you are more than welcome to contact us via Email and you will receive a reply from one our agents very shortly. Should wish to require further information in relation to this or any other matters, please contact our support regarding this.

Hope you found this helpful!

posted on March 31, 2016.

Update!! No money still... Just frustrated/angry, shame I can't swear.. Chat don't work and they won't reply to my email.

posted on March 31, 2016.

Thank you for your reply and sorry to hear the funds are yet to reach your account!

We have checked your most recent correspondence with us and the most recent contact occurred approximately a week and a half ago, and we have have not received further emails from you after this. All emails which are successfully delivered to us are replied to with an automated email containing a reference number of the said email thread. Should we receive this number from you, we are able to locate the said email in no time.

In relation the funds not arriving to you yet, we have consulted our Head of Payments regarding the issue and attached to this message you will find a proof of payment. To protect your privacy, we have blacked out certain information partially, but you will be able to still recognize your details in order to confirm that the funds have been sent to the right account.

From the attachment you will also be able to see that all the funds which were in your ComeOn account have actually reached your bank already on 21.3.2015, little after 4 PM. Should any of the details of the payment have not been correct, the transfer would have not been successful and therefore the column "Status" would show another value than "COMPLETED". The said value confirms that the funds have indeed reached your bank and the transfer is complete.

If the funds have indeed not reached your account, we would highly recommend that contacting your bank should be your next step regarding the matter, as we can see that the funds have been successfully transferred to them.

Hope you found this helpful!

posted on March 31, 2016.

OMG!! What happened to the other £100.00? You actually going to pretend I only had £41.70 only? Even that you didn't paid me. Anyone could make that screenshots bytheway. I spoke to my bank they said if you have sent the money I should have received it by now they said I should talk to you. Wow!! On chat you blocked me and refused to answer my email but you respond here like speed of light and lying on top of it. You know? At some point you will be found out especially when you steal big portion of the actual funds, I will be there. Don't you have a contact number? Everybody will agree a call will sort most problems. The fact you don't have a phone makes you dodgy. Just admit you want me to despair.

posted on March 31, 2016.

Thank you for you reply!

We have reviewed your full account history on multiple occasions and we can confirm that the balance which we have transferred to you is the full balance which was remaining in your account at the time of the closure, with no funds being deducted from it whatsoever. We also understand your concern regarding the legitimacy of the screenshot which we provided you with, but you can be completely at peace of mind regarding all the information on, as it is completely unedited and accurate. Hence we recommend that you contact your bank again regarding the matter. As the funds have been confirmed to have reached them, they are able to help you further regarding this.

The personnel who are in charge of the replies on here are not necessarily the same members of staff who provide the customer support through the more traditional channels. This is the reason why you may experience differentiating response times through different methods of communicating. We recommend that players contact us always through our support as they are present to answer any inquiries which may arise during wider hours and every day of the year. As we requested in the previous message, please provide us with the reference number from the automated reply which you are sent to after successfully contacting us via email through [email protected] and we are happy to look further in to this for you. We can also confirm that no incorrect or illicit information has been provided to you or any other parties regarding this case.

We do not wish for any of our players to experience any sort of difficulties when using our site, and we are doing our utmost to minimize any disruptions in part of our service. However it must be taken in to account that it is inevitable that issues may occur, albeit rarely, when dealing with matters that require service providers such as financial matters. The difficulty which this brings along is the fact that most of the times we do not hold direct or any control over them, and I am sure you understand that this of course creates circumstances that are not the easiest should problems arise.

As we have provided you with all the available information which has been confirmed to be truthful and accurate, we consider this case to be closed from our side and no further internal investigation will be carried out. However, to provide you with appropriate closure on the matter and to iron out any final questions which you may have, a senior member of our staff will be in contact with you shortly if they have not already done so.

We wish you the best of evenings and hope that your financial institution is able to provide you with conclusive answers regarding the funds.

AskGamblers
posted on April 4, 2016.

Dear @ComeOn Casino team,

Can you please send evidence that this player was fully paid. All relevant documents please send to [email protected] Thank you for your cooperation.

posted on April 4, 2016.

@AskGamblers, we have approached your support via email regarding this.

Please confirm you have received the said message.

AskGamblers
posted on April 4, 2016.

AskGamblers Complaints Team has been provided with undisputed evidence regarding this case on behalf ComeOn Casino management. We can now confirm that player was paid in full balance that he withdraw from a casino.

Based on above we consider this complaint resolved and officially closed.