Casimba Casino - Player’s account has been disabled.

Had an account with casimba was mid play on a slot game. Account was locked for no apparent reason. Live chat and email customer service not helpful advised review was taking place but did not know how long this would take. 

Due to chasing them I asked for the account to be closed and cash balance withdrawn. They have instead refunded my £30 deposit and not paid out the £2275 cash balance.

I also had a bonus balance but this had not been played at all as I was only ever playing with cash balance.

Dear Kossy1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation entirely.

Do I understand correctly that after your account got blocked you requested an account closure? Was your active balance at the time of the account closure accumulated with an active bonus? I have checked the general terms and conditions, and this is what I found https://www.casimba.com/en-ca/promotions/terms:

"5.3

The deposit and possible winnings connected to the bonus will be locked to the casino account until the wagering has been completed. Where promotions do allow withdrawals with an active bonus balance, at this stage, any remaining bonuses will be revoked."

"5.4

Bonus amounts credited to a player's bonus account are subject to thirty-five (x35) times wagering requirements before they are converted to your Cash Balance and can be withdrawn (unless explicitly stated otherwise in the Significant Terms)."

It would mean, that by requesting an account closure you cancelled all the winnings accumulated with an active bonus. Looking forward to hearing from you.

I hope we will be able to help you to resolve this issue as soon as possible.

Best regards,

Petronela

Hello

the account was locked mid play the balance at that time was £2275 and a separate bonus balance of £500. I was only ever playing with cash balance I understand that I had to use my cash balance before I was able to use bonus funds.

I had spoken to customer service agents via live chat and email several times they were unable to advise why my account was locked or how long it would take. I was very frustrated by this so contacted live chat again asking for cash balance to be withdrawn and for the account to be closed.

I understand that the account has been closed on request but is still under review. So I have not been able to withdraw the cash balance.

Thank you very much, Kossy1, for providing all the necessary information. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Casimba Casino to join us and help us resolve the player's issue.

We haven't receive any respond from the casino yet. Please note if we won't get any answer within the next 7 days, the complaint will be closed as unresolved.

Dear Nick,

Kindly confirm a direct email address for yourself please and we would be happy to respond privately.

Regards

Casimba Casino

Please forward any information to nikolas.b@casino.guru. Thank you in advance.

Thank you for responding to us through e-mail. I've replied with an e-mail aswell. Looking forward to your answer.

Hi Nick,

I'm afraid we have not received any further emails from you, could you kindly resend it please?

Many thanks

E-mail resent. We are now going to wait for the casino to reply.

Hi Nick,

We have sent you another email.

Regards

Casimba Casino

Dear Casimba,

I'm not sure what may cause the issue but I did not receive any e-mail from you. Please try to resend it to nikolas.b@guruadmins.com

Dear Nick,

We have emailed to the address confirmed above, please let us know whether it comes through.

Kind regards,

Casimba

Dear Kossy1,

After receiving information from the casino regarding the case we have decided to reject this complaint. The bonus money you received was added to your account by an error and based on this the following term applied:

https://www.casimba.com/en/terms

9.3:

"If we mistakenly credit your account with winnings that do not belong to you, whether due to a technical error, error in the pay-tables, or human error or otherwise, the amount will remain property of us and the amount will be deducted from your account. If you have used any such amount to place wagers, we may cancel these wagers and void any winnings. If you have withdrawn funds that do not belong to you prior to us becoming aware of the error, the mistakenly paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by you to us and we may take steps to recover such amount. In the event of an incorrect crediting, you are obliged to notify us immediately by email."

Based on this term your balance was voided and your deposit returned. I'm really sorry that we could not help you more with the case but as it is a term of the casino you as a player who agreed to them has to respect it. Is there anything else we can help you with?

The complaint will now be rejected based on the above mentioned reasons.