Subject: Formal Complaint Against Casombie Casino – Failure to Enforce Self-Exclusion, Promotion to a Vulnerable Player, and Request for Refund from November 7, 2024
Dear AskGamblers.
I am filing this formal complaint against Casombie Casino, operated by NovaForge LTD, due to ongoing failures in enforcing self-exclusion requests, continued marketing toward me while I was vulnerable, and serious neglect of responsible gambling responsibilities.
As you request, I am requesting a refund of all deposits made from November 7, 2024, onward, the context leading up to that date is critical, as it demonstrates a clear and consistent pattern of negligence and misconduct.
Background and Prior Warnings Ignored
October 14, 2024
I first reached out to Casombie Casino to request permanent self-exclusion, citing my struggles with controlling my gambling.
October 15, 2024
Instead of respecting this request, their VIP manager responded by offering a $50 CAD bonus and recommending a temporary break rather than exclusion. I clarified that I wanted a 12-month self-exclusion.
October 16–17, 2024
More than 24 hours later, no action had been taken. Under pressure and needing to withdraw winnings, I asked to cancel the exclusion. This should have raised serious concerns and prompted the casino to intervene and uphold the exclusion rather than encourage continued play. Their own policy states self-exclusion is to be processed immediately and is not reversible.
Despite acknowledging my initial request, Casombie allowed gambling to continue uninterrupted. Had they enforced my request within the promised time frame, I would not have been in a position to ask for cancellation.
Red Flags and Escalating Harm
Between October 14 and November 7, 2024, I made multiple follow-up requests to self-exclude and showed clear signs of problem gambling, including:
Thousands in deposits in short time frames
Multiple canceled withdrawal requests
Repeated pleas to stop my account access
On October 25, I again asked to be excluded. Instead of acting on this, Casombie sent me another bonus offer just days later — a direct violation of their Responsible Gambling Policy.
Despite my visible distress and repeated requests, no effective action was taken until November 7, 2024, when I explicitly wrote that I was “ruining myself.” Only then was my self-exclusion processed — nearly a month after my first request.
During this delay, I lost approximately $8,963, including around $3,403 in the two weeks leading up to November 7.
Post-November 7 Violations and Continued Harm
After finally processing my exclusion on November 7, 2024, Casombie still failed to comply with responsible gambling requirements:
March 21, 2025
While I was still excluded, they sent a bonus offer to my account. I clicked through, gambled again, and lost $1,460 — a direct result of Casombie’s failure to prevent marketing to self-excluded players. This is a clear violation of any legitimate gambling regulation and their own stated policies.
April 15 & April 25, 2025
I submitted new self-exclusion requests, having been exposed again. These were ignored.
April 30, 2025
Instead of addressing my complaint or taking action on my exclusion requests, Casombie responded with yet another bonus offer, showing total disregard for my well-being.
As of May 6, my account has finally been closed BUT that was their answer:
Your account has now been closed upon your request. If you would like your account to be reopened, you can contact us again and our team will be more than happy to look into your request.
Once again, I asked to be self-exclude and they say they would be more than happy to reopen my account. That's is seriously problematic.
Repeated Signs of Gambling Addiction Casombie Ignored:
Frequent requests to self-exclude or close my account
Multiple canceled withdrawals — a common sign of compulsive behavior
Continuous rapid deposits (e.g., many $100 deposits within hours)
Winnings of over $10,000 repeatedly lost back without intervention
Bonuses used to encourage more play after exclusion-related messages
Emotional and Financial Impact:
These repeated failures caused severe harm. I entered a consumer proposal in January 2025 because of gambling debts I was actively trying to avoid. I made every effort to protect myself, but Casombie repeatedly failed me.
Violations of Policy and Licensing Rules
Casombie breached core standards of responsible gambling by:
Ignoring self-exclusion requests
Sending bonuses during and after exclusion periods
Re-enabling access to an excluded player
Failing to monitor clear signs of addiction
Delaying action far beyond the stated 24-hour response time
These breaches are unacceptable whether Casombie was operating under their former Curaçao license or their current Anjouan license.
Resolution Sought
A full refund of all deposits made from November 7, 2024, totaling $1,460 (March 2025).
A formal investigation into how my case was handled.
Permanent closure of my account with written confirmation.
A guarantee of no further marketing or communication from Casombie.
Despite my multiple attempts to stop gambling and protect myself, Casombie actively contributed to continued harm. They ignored their own policies, industry standards, and my direct pleas for help.
Thank you for your time and attention. I’ve attached all relevant screenshots and records to support this complaint.
Sincerely,
< first name removed >
