ComeOn Casino - Withholding my winnings even though I've been playing there for 2 years

RESOLVED
Julesanthony United Kingdom
posted on April 26, 2015.

ComeOn Casino is one of my favourites as they have a nice selection of game and are generally fast with withdrawals - However! After playing there last Thursday, I decided to make a withdrawal of £200, but when I tried I faced an error message that said 'Unable to action your withdrawal - contact customer support'. I was confused about this as I have been playing here since 2013 and I have deposited lots of money and withdrawn a few times also. So I figured it was a technical issue. I tried to contact live support but they were not available until Saturday which was annoying as basically I'm being refused a withdrawal and nobody is telling my why. In the meantime, just to be safe I upload copies of my NEW debit card in case they need that. Anyway come Saturday I get through to an advisor using live chat who tells me the reason I cannot withdraw is because my account hasn't bee verified. I find this completely unbelievable so challenge the advisor to double check. The reply is that they only have a copy of my bank card and nothing else. I tell them that I have the old emails from 2013 that confirm my account has been verified, but still the advisor is adamant that I must send the documents. I get quite angry and frustrated and tell her to check my transaction history as I have made withdrawals before but she says there is no record. This goes on for about half and hour until she finds my old withdrawals - I then ask her a question: How was I able to make withdrawals if my account wasn't verified. She puts me on hold for 10 minutes whilst she checks with accounts and then decides that theres a technical fault. We go through the resetting of chance etc but still the message remains and I cannot withdraw my £200 which is now £147 purely due to the 4 day delay. The conversation was left by her telling me i must wait until the problem is investigated - I ask her how long, she says they will contact me when they've sorted it. So ... the situation is this: a loyal customer of over 2 years who has been verified and has spent probably over £700 in this casino cannot make a withdrawal and is being left in limbo with not so much as an apology or being compensated for having to wait 4 days. They cannot even make the withdrawal for me. Is this the loyalty and service that can be expected from this casino? Is this a good way to treat a customer who has spent £700 in your casino? I think not and expect this matter to be resolved as lets face it, there is never an issue with making deposits.

AskGamblers
posted on May 1, 2015.

@Julesanthony,
Any update consider this complaint? Thank you.

AskGamblers
posted on August 27, 2015.

This case has been reopened upon casino’s request and we would like to give it one more chance for a successful resolution.
We have been informed by the casino management that your payment was successfully processed. Please confirm.

posted on August 28, 2015.

Hi Julesanthony!

Apologies for the late reply.

We are sorry to hear that you were experiencing technical problems with your withdrawal. We can however see that you were able to complete your withdrawal to a different payment method after you posted this complaint here and hope all is well with you. Feel free to contact our support team if there is anything else we can help you with.

- ComeOn

AskGamblers
posted on August 31, 2015.

Dear @Julesanthony,

Did you receive your winnings? Can we close this complaint as resolved?

Please be advised that in case you fail to respond within the given time frame we will consider this case as resolved.

Thank you.