Casimba Casino - Player’s winnings from bonus play have been cancelled.

im so desperate and heartbroken may be you will be able to help me. i joined casimba and on my second deposit i deposited 50 euro and got 25 percent bonus of 12.50 i played a bit, then i bought some bonuses . they cost 100 euro but are at a 1 euro stake i have been told that i bet over 5 euro which i was not suppose to but it was in diamond mine and you can get 30 spins on the bonus which works out 3.33 a spin. they took 2900 of me and im hugely upset as this is a lot of money for me anyway i just would so much apreciate if there was anything at all you could for me

Dear Jennifer,

Thank you very much for submitting your complaint. I’m very sorry to hear about all your winnings being confiscated. I have checked promotional terms, and this is what I found:

"The maximum bet allowed whilst the welcome bonus is in play is €5. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

Are you aware Jennifer of placing a bet greater than €5 during the bonus play? Can you access your game history and forward it to me? My email address is petronela.k@casino.guru.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. I will be waiting for your reply patiently and hope to help you resolving this problem.

Best regards,

Petronela

Hi thank you so much.. I will try send that on to you there was a girl that done the same thing as me and they paid her out, so surely if it's ok for 1 person it's only fair they do the same for me?? I mean there is nothing at all mentioned about bonus buys in the terms and conditions and they are not the same as a 100 Euro spin they are paid at rate calculated as a 1 Euro spin here is the women they paid out. https://ie.trustpilot.com/reviews/5e3b2c5c3c93ae04c0db5832 

also I am unsure of how to send my game history I have been trying

Thank you very much Jennifer for providing all the necessary information. I will transfer now your complaint to my colleague Jozef 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 thank you very much for your help

Hello Jennifer.

I am sorry about to hear your situation. You won from the bonus feature, is that right? 

 

We may ask the casino about the case you have exampled. However, in most of the cases, the player bought bonus feature accidentally and did not win anything and that may be a case from your example.

Thankyou,

I won some money from the bonus buy and went on to win a lot more after playing under the 5 Euro max bet. 

I don't understand why I was allowed do it if I was going to lose no matter what. I mean they do block certain games and also certain games do not go towards wagering, so I mean why can't they say if you play the game it won't count towards the wagering and wagering must be continued. This is clearly a form of entrapment I have a family member who works in law and says I should await a response and if the response is not to my liking he will look deeply into this. And wether the bonus was bought by accident or not is irrelevant I think because if you think about, I bought it by accident anyway as I definitely did not buy the bonus on the intention of losing all of my funds.

Thank you

Jennifer gartland

Hello Jennifer.

We have just finished with the investigation. I am sorry to inform you but we are forced to reject your case. When you bought the bonus feature you had clearly breached the bonus T&Cs (if it would be a mistake with no winnings there would be a chance to resolve the case).

If you are unsatisfied with our decision, you can always file a complaint with the casino licensing authority. Please, let me know if you require further assistance. My email address is jozef.k@casino.guru

Best regards, Jozef

Casino.Guru