The player from Germany was experiencing difficulties withdrawing their winnings due to ongoing verification. Later, the player confirmed the issue is resolved.
Casimba Casino - Player’s struggling to complete the account verification.
Amount: €3,300
Casimba Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
4.7
Casimba Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I won and the casino asked me for a copy of my expired credit card, which I didn't deposit with, but with the new card. I told them that too, but they insist on a copy of the old card. I have but they no longer and no account of it. Now they have blocked my account and I can no longer get in. What can I do
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2 years ago
Dear Blacklabbi1,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying your old payment method seems to be the only obstacle standing between you and your winnings? Was your account previously verified or this is a first attempt to withdraw winnings?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
I only paid in with the old card, never paid out. I paid in with my new card and verified it. The old one has expired and I no longer have it either. I mean, however, that the old one was also verified, because with the Upload documents was a green tick
Edited
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2 years ago
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I only paid in with the old card, never paid out. I paid in with my new card and verified it. The old one has expired and I no longer have it either. I mean, however, that the old one was also verified, because with the Upload documents was a green tick
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2 years ago
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The old map was certainly verified, because there were green rakes when uploading the documents
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2 years ago
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I have now sent the casino a copy of an account statement and the old card. I am still awaiting a reply
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2 years ago
Thank you very much, Blacklabbi1, for the update. Please keep me informed about any further developments.
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2 years ago
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So far I haven't heard anything further. They're making me wait
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2 years ago
Thank you very much, Blacklabbi1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casimba Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
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I sent them the credit card again because they said it was still missing, so what's the point of complaining if they don't respond to you either?
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2 years ago
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Hello, I would like to inform you that the casino pays out. I am happy and thank you
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2 years ago
Hello, Blacklabbi1,
Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was resolved.
As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Branislav, Casino.guru
