Casombie Casino

Hello,

I am filing a new complaint against Casombie Casino due to a serious breach of responsible gambling obligations and a clear failure to enforce my self-exclusion.

What Happened Now:

On July 19, 2025, I received a promotional email from Casombie’s VIP Manager, offering me:

• A €40 no deposit bonus, and a 70% deposit bonus to reopen my account.

This was shocking, especially after months of back-and-forth about my addiction and exclusion. It proves:

• My account is still not permanently excluded

• Casombie is still targeting me despite clear harm

• They have no working responsible gambling safeguards, and

• This matter is absolutely not resolved

My Request:

I am requesting:

• That my account be permanently self-excluded, with no option to reopen it and that I NEVER received email like this again.

I believe this is a reasonable request, acknowledging the damage caused, the repeated failure to act on obvious red flags and the new try to lure me back in.

This case clearly shows a disturbing disregard for vulnerable players. Even after a long, emotional complaint process, they are still trying to lure me back with bonuses.

I’m doing my best to recover from gambling addiction. I’ve fought hard to get these casinos to take responsibility. I ask AskGamblers to help me now, to hold Casombie accountable and make this right.

Thank you,

< first name removed >

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 >

I cannot withdraw my money, i have made a win 500€ and I withdrew it on 23/11 and from then every day, they have told me that the payment is checking by finance department. Nothing happens and I wait, wait and wait. In their chat they are telling me the same excuse and they do not tell me the specific date. Please help me to resolve the problem since I need of the money and as I see I will not get it if the same story continues without any response from their side. I have search everything, and even the telephone number, but no response. Please help. The casino is Casombie casino.

Hello,

I ve made my account at this casino on 21/02/2024 and verified my account on 13/03/2024.

I made a withdrawal last week and they still didn't send me the funds.

I have 3200 in my account right now.

I keep asking the chat support daily for updates but they hit me up with different kinds of problems from their site (it's clear that they keep delaying my payment).

Thank you!

Good morning,

I am contacting you following my request for account validation at the Casombie casino. I have been trying to validate my account for 3 weeks now and my documents are rejected and then accepted after an extremely long delay.

Then I was requesting an account statement with the deposit on their casino which appeared document that I provided which also took a long time to accept, to finally validate it, but asking me for new documents.

In fact, on my account statement, there appeared a bank transfer that I had made from my booklet A, this is the last one I, therefore, asked to provide the account statement from my booklet A.

Something that I also provided which we ended up accepting. However, we asked again for another document, to find out how I had put money in my booklet A.

Today at the time when I wrote you this complaint, we also ended up validating this document and no longer asked me for a document, however, my account is still not validated, and an additional delay is necessary for the validation of my account ...

At least that's what it says on the verification page.

Given that my account validation request was started on 06/01! and that despite the fact that it is finally accepting all the documents my account is still not validated I am turning to you, moreover I was able to read on different forums that this casino had already carried out a similar method of delaying account validation or even withdrawal.

I therefore hope that you can help me with this establishment because it is the first time that this has happened to me, and the withdrawal request has therefore still not been processed, which also worries me for the future.

Furthermore, you should know that the service concerned (account verification), never contacted me once during this entire process, despite the fact that I sent emails to support.

Hello.

Please help me withdraw funds from the casino.

I have been waiting since Friday to be helped to withdraw funds manually since it is not possible to issue a withdrawal request myself in my account. I deposited with Tether erc 20, but when I click the withdraw button, nothing works.

I contacted the casino's support service, but unfortunately, no one helped me, they just kept telling me to wait more.

It's been 5 days since I asked them to manually withdraw the funds and still they just tell me wait wait wait. I am attaching screenshots confirming that I cannot issue a withdrawal request from my side.

I tried to change the browser and the phone, but unfortunately, it did not help, as did the support service of this casino.

Hello, I have requested self-exclusion for gambling addiction but no one has ever listened to any of my requests.

I tried to contact their online site but I can not. I have never received a reply email and I demand my deposits returned. I am attaching all the files in my possession and I kindly ask you to give me a hand in this regard. Really bad experience and total abandonment.

They have no answers for us pathological gamblers.