Ag Awards

ComeOn Casino - Dalayed Payment over a Month +

Complaint Info
Disputed casino ComeOn Casino
Reason Delayed payment
Amount $ 667
Posted on October 14, 2016

I have made a withdrawal of 1000$ CAD, they asked for docs and they accepted them. I entered my banking infos as per normal, like I always did on any other site. After 2 weeks they refunded the withdrawal into my comeon account stating that the banking infos were wrong. I then made another withdrawal with the correct banking infos, I even sent them a void check pic to confirm and even talked with the guy on online chat to make sure I was entering the correct numbers. 2 weeks later, same stuff, incorrect banking infos so they send back to my account. Their poor tactic paid because I played down to 667$ CAD and made another attempt to withdraw, wait 2 weeks and NOTHING. Now they ask me for a bank screenshot, which I provided 2 of them and making sure the name and bank account number appeared. All they answer is your docs have been rejected you need to provide them again. I want to get paid, I have never dealt with such BS coming from an online casino.

Posted on October 17, 2016

Hi Dominic,

I first would like to take a moment to appreciate the time you have been waiting for a resolution on this matter. We always aim to handle transactions in the speediest possible manner, however we also have an obligation to ensure due diligence to ensure that the funds are transferred securely and to the correct account. This also requires cooperation with payment providers, as well as your bank.

We are however more than happy to look further into this and I can confirm that we have effective tracking methods to locate your funds and ensure that they are routed to you correctly. This will require further cooperation with the payment provider and possibly your bank. This procedure has been initiated already on our side and our Payments Team are looking into the issue with the highest priority.

I'd like to give you my sincerest gratitude for your patience in this matter and please remember that we are more than happy to help you in any regards.

All the best to you,
Team ComeOn!

Posted on October 17, 2016

As you reply, I received confirmation that the payment was returned... again. Due to wrong banking infos, for the 3rd time. I sent you a void check picture long ago which you accepted and confirmed. I entered the details correctly but it seems it doesn't work, I am not at my first casino online experience and I know which details to be entered.

I would like you to send me information, query or anything by e-mail to sort this situation, FAST. Manual bank wire or paper check but this is getting ridiculous. Your casino site is great but not being able to withdraw properly is unnaceptable.

Posted on October 19, 2016

Thank you for your reply Dominic,

We had your withdrawal checked with our payments team, who confirmed that the funds were sent back to us after having left our system. Again we were informed that this was due to incorrect account details. I do understand the frustrations of this matter and can appreciate the importance of seamless and quick transactions.

I would however be grateful if you could understand that we have no influence on the transaction, once the funds have left our system. The moment it is confirmed and leaves our system, your transaction is handled by the appropriate payment provider and is then forwarded to your account. The funds are sent back to us, should they not be able to progress with the information provided, which is unfortunately the case in this situation. Therefore I hope you can see that we are rather reliant on the feedback received by the provider and your chosen withdrawal destination.

In these instances we are of course happy to help you, but are also very limited in the amount of control we have over 3rd parties, such as your bank. We are provided with a very limited answer from them when processing funds (Due to data protection), which usually amounts, to a 'yes' or 'no' answer on the confirmation of processing the transaction. One thing we can recommend is that you attempt the withdrawal with a different payment method (Bank card or E-wallet for instance).

After double checking your account, I can now see that the funds returned to you have been wagered. This however, does not mean that we are still not happy to help you and you are of course more than welcome to contact us again, should you ever need further information or assistance.

I wish you all the best Dominic,
Team ComeOn!

Posted on October 19, 2016

Forget it, I spent it all as you expected.

NEVER again again I will play on your casino.

Case closed.

Posted on October 20, 2016

Hi there Dominic,

I am very sorry to hear this and do truly regret the issues you have experienced, with regards to your withdrawal requests.

I would however like to kindly reiterate that which I mentioned in my previous message to you; We have no control over what feedback we receive from the payment provider or your bank once we have finished processing your transaction requests from our side. We are nonetheless always happy to provide you any assistance we are able to, but we are naturally limited to doing so within our own internal system.

We have no intention to unnecessarily hold a player's funds, as we always strive to garner goodwill and quality service. Unfortunately there can always be unforeseen circumstances, but it is exactly at times like this, where we are here and ready to assist to the best of our ability.

Now, I understand from your message that you're decision has been made, but please keep in mind that you are still more welcome to contact us at any time. Our doors are open for you Dominic.

With genuine sincerity and kindest regards,
Team ComeOn!

Posted on October 20, 2016

Based on player's last post it is now obvious that the disputed withdrawal amount has been played and lost by the player. In such situation, AskGamblers Complaints Team have no other option, but to reject the case as the main complaints subject is no longer valid.

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