Casimba Casino - Player’s bonus winnings have been voided.

Καλησπέρα. Έκανα κατάθεση στο casimba casino 38 Euro και έλαβα 200 % bonus. Αφού πραγματοποίησα τις απαιτήσεις του bonus ζήτησα ανάληψη 850 ευρώ που είχα κερδίσει.ελαβα απάντηση το παρακάτω mail. Θα ήθελα να σημειώσω ότι δεν στοιχημάτισα ποτέ πάνω από 5 Euro και ότι το μόνο που έκανα ήταν να αγοράσω κάποιους bonus free spin αξίας 10 Euro αλλά με αξία bet 0.10 Euro. Επίσης αναρωτιέμαι αφού η χώρα μου δεν δικαιούται το ,bonus καταθέσεις πώς είναι δυνατόν να πιστωθεί στον λογαριασμό μου ? Ακολουθεί το mail που έλαβα από casimba casino. Ευχαριστώ για τον χρόνο σας.

Dear Athanasios K***,

Your account has been found to be in breach of clause 6 of the Promotional Terms associated with the welcome offer:

Clause 6 - The maximum bet allowed while the Welcome Bonus is in play is 5€.  Should You bet higher than this while the Welcome bonus is in play, the Casino reserves the right to confiscate all winnings.

Please also note you been found in breach of clause 5.12

5.12 - Players from a Restricted Territory (as defined in the Website Terms) and, for the avoidance of doubt, the following countries are not permitted to receive the first deposit bonus (welcome bonus/opening offer) and or any deposit bonuses unless otherwise stated: Armenia, Poland, Greece, Cyprus, Hungary, Croatia, Ukraine, India, Russia, Czech Republic, Slovakia, Slovenia, Estonia, Georgia, Lithuania, Latvia, Bosnia and Herzegovina, Macedonia, and Serbia.

Therefore, your withdrawal has been cancelled, your winnings have been confiscated and your deposit of €38 has been returned to your gaming account.

Regards

Accounts Team

Casimba

https://www.casimba.com

Email: accounts@casimba.com

Live Chat available on: https://www.casimba.com

18+ Please Bet Responsibly - We believe in Responsible Gambling.

For more information go to: www.gamblingtherapy.org

Dear Lothloris,

Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, and this is what I found (https://www.casimba.com/en/promotions/terms):

„ Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of €200, then the maximum bet that can be placed is €40. The 20% rule does not apply if the bet size is less than €5; "

Buying in-game features probably caused this situation and the casino evaluated it as breaching the maximum allowed bet. Could you please forward your game history to kristina.s@casino.guru? If there’s any other relevant communication between you and the casino, please forward it too.

Additionally, I would like to know if you activated the bonus in your account yourself, or it was credited to you automatically.

Thank you in advance for your reply.

Best regards,

Kristina

Καλησπέρα . Δεν υπάρχει επιπλέον αλληλογραφία .το bonus στο λογαριασμό μου πιστώθηκε αυτόματα μετά την πρώτη μου κατάθεση. Το ιστορικό τον στοιχημάτων είναι 450 σελίδες και δεν βρίσκω τρόπο πως να το μεταφέρω σάν ένα αρχείο. Πρέπει να το κάνω μια μια σελίδα copy paste?

Ευχαριστώ για τον χρόνο σας

Lothloris, if you aren't able to export your game history, please try asking the casino's support, and they should be able to send it to you. Then, forward it to my email address kristina.s@casino.guru, please. Thank you in advance.

Καλησπέρα σας έχω αποσταλεί σε mail την συνομιλία μου με το καζίνο σχετικά με το ιστορικό παιχνιδιού μου. Καθος και ένα print screen που φαίνεται η ανάκληση τον κερδών μου. Το καζίνο μου είπε ότι δεν μπορούν να μου στείλουν το ιστορικό μου και με προέτρεψαν να κάνω print screen ότι πληροφορίες χρειάζομαι.

Ευχαριστώ για τον χρόνο σας.

Thank you very much Lothloris for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Lothloris,

I'm taking over your complaint. I will contact the casino and ask for a proper explanation. I would like to invite Casimba Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Casimba Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Lothloris,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help. 

Best regards,

Peter