ComeOn Casino - Closed my account 28th January

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Veröffentlicht am 13. Februar 2024

Hi,

Im writing this complaint here in hopes of me getting response quicker. On Jan 28th my account with comeon suddenly got closed, when I was playing on the account the very same day. I read in their T&C and found this:

The customer support team will provide support related to the Site. Complaints are handled by the Company in accordance with the contact information found on the Site. The following e-mail address can be used; suppor­t.g­lob­al@­com­eon.com. All inquiries and complaints must be directed to the customer support team in writing or in electronic format. A complaint shall be deemed to have been submitted in a valid manner when it contains clear information regarding the player's identity and gives all relevant details giving rise to the complaint. In the first instance, a Senior Customer Support staff member will thoroughly investigate the matter together with the appropriate personnel or 3rd party vendors, as necessary, and will advise the customer of the outcome within 7 business days of receiving the official complaint. If the customer is still not satisfied with the outcome of the investigation, the dispute can be escalated to the Head of Customer Support who will give a final response to the dispute within 7 business days.

This is taken directly from their own Terms, and its now been 11 business days since I submitted the complaint, and I have only gotten answers its getting delayed for some reason, but its clearly stated in terms thats I will have a clear answer within 7 business days of me submitting the complaint.

I hope by showing AskGamblers this, but also other people, I will make everyone aware of their behaviour.

In the evidence submitted together with my complaint here you can clearly see emails where I state to them multiple times that they breach their own t&c, but clearly don't care about it. Also making the file public so people can see for themselves that they simply don't care about breaching their own T&C

Veröffentlicht am 14. Februar 2024

We appreciate you for reaching out to us.

I fully understand that you want any possible cases with us solved and checked as soon as possible but please note that due to GDPR, as these replies are public, we are not able to go into details or share any personal details regarding any cases that you may have with us.

We recommend that you contact us via email so that we may assist you further with this.

Thank you for your understanding and for bringing this matter to our attention. We look forward to assist you further via email.

Kind regards,

Justin comeOn!

Veröffentlicht am 15. Februar 2024

Hi,
I have tried reaching out to your email, but im not getting any response. As i have said here, AS WELL, you have 100% breached your own terms and conditions towards me as a customer. In now world should this be acceptable. As my complaint said, I submitted formal complaint regarding my closed account on Jan 28th, and Im still to get a resolved case. As of today, 15th Feb, its been 14 (FOURTEEN) business days since i submitted it, and your terms guarantees customers to have a RESOLVED case within 7 (SEVEN). So its now been double the time, with more or less no communication from your side. Its 100% clear this is a strategy from your casino to HOPEFULLY have customers forget their complaint and/or account and just take their money. I want this to be resolved TODAY as the case has been going for far too long. I dont care about the details here, but i want YOU to send ME an email with the update.

Thank you

Veröffentlicht am 15. Februar 2024

We appreciate you for reaching out to us.

I fully understand that you want any possible cases with us solved and checked as soon as possible but please note that due to GDPR, as these replies are public, we are not able to go into details or share any personal details regarding any cases that you may have with us.

We recommend that you contact us via email so that we may assist you further with this.

Thank you for your understanding and for bringing this matter to our attention. We look forward to assist you further via email.

Kind regards,

Justin comeOn!

Veröffentlicht am 15. Februar 2024

Hi,

Why are you giving me THE SAME ANSWER as your last one? This is not making sense. As i have said, i did email you TWO DAYS AGO NOW and have NOT RECEIVED AN ANSWER, but you are now telling me to email again? How about answering to the one thats sent already?

Veröffentlicht am 16. Februar 2024

Dear Customer,

We can understand your frustration, rest assured we will be in contact with you immediately via email once we have more information regarding your case. Thank you for your understanding.

Kind Regards,

Justin ComeOn!

Veröffentlicht am 18. Februar 2024

Hi,
Thanks for your response. We are now communicating over email, but they still have not resolved the issue, making them breach the terms and conditions even more. Its now been FIFTEEN (15) business days, more than double whats promised to players in their terms and conditions. Only response i get, always the same, we are asking relevant department to give us answer, but when terms states case should be resolved within 7 business days, this is still not acceptable. They are just postponing everything with these answers.

Veröffentlicht am 18. Februar 2024

Hi Customer,

We truly understand your frustration and we are sorry to hear about this bad experience.

We would love to hear your feedback via e-mail and hope that we are able to act on this to ensure that all of our players are happy with our site!

Best Regards,
Justin ComeOn!

Veröffentlicht am 19. Februar 2024

Hi,

Still no solution yet. Its been 16 businessdays now, and im conviced they are trying to make me forget about this case now, but i wont. This is unacceptable behaviour from ComeOn. Im just getting told that relevant department is looking at it. I have been told this for a LONG time and it cant be that it takes more than a week for relevant department to look at this.

Veröffentlicht am 20. Februar 2024

Hi Customer,

We truly understand your frustration and we are sorry to hear about this bad experience and the processing time.

We would love to hear your feedback via e-mail and hope that we are able to act on this to ensure that all of our players are happy with our site!

Best Regards,
Justin ComeOn!

Veröffentlicht am 20. Februar 2024

Hi,
Weird i receive answer from you here first, as im still waiting on reply on my email. Issues is STILL not resolved and i wonder if i ever will receive response to my issue at all. For every day that passes you are breaching terms more and more.

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