The player from Chile has requested a withdrawal almost six weeks ago. Unfortunately, it has been pending since.
Casimba Casino - Player’s withdrawal has been delayed.
Black points: 93
Amount: $748,000 CLP
Casimba Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Uncertain case, good regulator
UNRESOLVED
Case summary
4 years ago
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4 years ago
Translation
For two months make several deposits in casimba casino approximately 750,000, do not occupy bonuses, or free games.
I made a withdrawal on May 15, accepted by the 748,000 Chilean pesos casino, they asked me for documents and everything was sent to them and everything was fine. And still nothing has come to my bank account, and almost two months ago they give the same answer that this scald to the corresponding department and that as soon as they have a solution they will contact me via email. For me this is a scam, which in order to deposit is so easy and fast and when it comes to withdrawing, they do not give coherent answers in two months, no solution. It is more and made other withdrawals now and it comes out processing ... for me this casino is a scam, they do not refund any of your own money or less of the profits, so friends do not play it, it is pure to have a bad time and lose money. Casino casimba a scam, at least here in Chile, maybe in other European countries it is fine, but here it is a scam, hopefully they will listen to me
Regards
Claudio
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4 years ago
Dear Claudio,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it has been your first withdrawal in this casino? Which payment method you have opted for?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than six weeks is really a long time. Could you please forward any relevant communication to petronela.k@casino.guru? Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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4 years ago
Translation
Estimated if it was my first withdrawal to my bank account, the same one I deposited, it was a manual withdrawal via email with the casino, since the casino page could not make withdrawals due to an internal error that came out, so they I made this withdrawal of 748,000 manually and accepted by them for more than a month. And nothing has yet come and no consistent response. I sent you more information to your email petronela
Regards
Claudio
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4 years ago
Thank you very much Claudio for providing all the necessary information via email. I will now transfer 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.
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4 years ago
Translation
Thanks Petronela, hopefully this will be resolved
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4 years ago
Hello Claudio.
I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.
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4 years ago
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Thanks jozef, hopefully they can get in touch with the casino and they will give an answer.
Regards
Claudio
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4 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
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4 years ago
Translation
Ok thank you very much jozef for the help, hopefully respond, my almost 2 months and no concrete solution or response from casino casimba 🙁
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4 years ago
Hello Claudio,
Thank you for your review and we are sorry to hear about your experience.
We have had the matter reviewed by our Accounts Team, who confirmed that your withdrawal of 748,000CLP was successfully paid on 20th May 2020.
They have however noted that another withdrawal was paid on 14th June 2020. This particular transaction was checked with the payment provider, following receipt of your dispute; who confirmed that the withdrawal attempt had failed.
Rest assured that we have been actively looking into this matter for you and our Accounts Team have advised that they have been in direct correspondence with you in relation to this.
Although this matter extended beyond our control, we are sorry that you have had this experience and apologise for any inconvenience or frustration caused as a result thereof.
We also wish to thank you for co-operating with our Accounts Team, as they endevour to meet a timely resolve to your query.
Kind Regards
Casimba Casino
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4 years ago
Translation
Dear casimba casino account team, the response is appreciated.
I make it clear that my first withdrawal at casimba casino, could not be made on the page, an internal error of the casino appeared to me, for which I had to communicate via email, in which they asked me for a bank statement, which was I sent, it was reviewed and then accepted my withdrawal (I have all the emails of the conversations), they told me that this first withdrawal of 748,000 would be manual and that it would be in my bank account Maximum 5 business days, and almost two months have passed and that amount It has not reached my account, so do not lie that my first withdrawal of 748,000 was paid successfully because it is "a lie". Nothing has yet arrived in my account, I have all the emails in which I have asked for months about that withdrawal and they have always told me that they are seeing my situation because the money has not arrived in my account, they always say that they have said that the situation has been escalated to accounts. They even wrote me that they did not have to pay me in Chilean pesos, but that they could pay me in euros to my Chilean account, in which everyone knows that it is impossible to deposit euros in a Chilean bank account. So it is a false estimate that I have been paid my first withdrawal, it is more yesterday they contacted me and asked me again for a bank statement, which I send them to you, there are you can see clearly that these months I do not have any deposits from you. I hope you have a solution to my problem please. I emphasize that you do not occupy bonuses, or free games, so you do not have problems when making withdrawals. And still I haven't received my first withdrawal which was accepted in two months.
I explain to you that my second retreat on June 14 that you comment, I did it out of desperation for not knowing anything about the first retreat! This withdrawal is made on the casino page with the online help of an operator, in which to this day it appears to me to be in process, already almost a month, being that its bases and rules say that maximum 5 business days to accept a withdrawal So please don't lie, there are all the conversations via email, there are my original "encrypted my bank" bank statements that cannot be modified. Hopefully they have a solution with my money, the rage it gives is that to deposit the money from my own account to the casino, it cost nothing, it was super easy when it came to depositing, a matter of seconds.
Hopefully dear casimba casino, do not lie and have a solution to my problem, I have the bank statements and mail from the casino to corroborate what I am saying. (I still do not receive the money from my first withdrawal 748,000 pesos, which was accepted for two months, which can be verified in the emails that you have sent me and in my bank statements that I sent yesterday from my bank account, also my second withdrawal Almost a month is still in process) Dear I need solutions, no lies please.
Regards
Claudio
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4 years ago
Dear Claudio
We are truly sorry to hear about your experience and thank you for the clarity pertaining to your dispute.
As noted in our previous response however we confirm that our Accounts Team have advised that they have been in direct correspondence with you in relation to this. We encourage you to contact them directly for further clarity on this front please, as they would be best equipped to provide you with clarity relating to your withdrawal query.
On our side, we will continue following up as well in order to confirm when a resolve has been met.
Thank you very much for your understanding and co-operation in this regard.
Regards
Casimba Casino
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4 years ago
Translation
OK, thanks for answering. You have contacted me, I sent you all the documents that you requested again, hopefully soon I can receive my withdrawals
Regards
Claudio
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4 years ago
Hello Claudio.
Is there any new info about your case? Have you received all the withdrawals ?
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4 years ago
Translation
Hello Jozef, you have contacted me for a few days via email, requesting documents again, I will send them immediately, but to vary still no different answer, the same as before, that my case is escalated to accounts and that they will verify my documents, and after that they inform me about my retirement ... and not yet received any jozef retirement 🙁 and think it will be more of the same, an over two months and not yet deposited an me no retreat. For me with everything that has happened, it is not a serious and reliable casino.
Greetings jozef
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4 years ago
Dear Claudio,
We are following up on this matter for you on our side too and will revert back to you, just as soon as we have further clarity on your dispute.
Thank you for your understanding.
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4 years ago
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We are grateful for the words that are watching my subject, but still no solution, another week, and still no withdrawals in my account 🙁
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4 years ago
Claudio, so far, we have had very good experiences with the Casimba Casino. I highly recommend you to stay patient and provide them with all requested documents in order to get your withdrawal.
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4 years ago
I am extending the timer by 7 days. Please, let us know if there is any new information.
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4 years ago
Hello Claudio,
We are pleased to confirm that the disputed funds were successfully transferred to your account on 13th July 2020. Proof of payment for this transaction has been emailed directly to yourself, as a measure of reference.
We encourage you to reach out to your bank, with the proof of payment, for further clarity in relation to the clearance times on their side, as they should be able to conduct a track and trace with the information confirmed thereon.
We thank you for your patience and understanding in this respect and again apologize for any inconvenience caused.
Kind Regards
Casimba Casino
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4 years ago
Translation
Jozef delivered all the documents as requested and still nothing, no solution.
Casimba casino, if I got an email from you, telling me that on July 10 the transaction was made to my bank account, and that it can take a maximum of 10 business days. I tell them that they sent me a transfer code to my email, and not a proof of payment as named here !! That code is useless to me since with it I cannot do any follow-up. I answered the email, telling them that no transfer from casimba casino has arrived and that I have never had a fault in my bank account, ever!
I replied that I will wait until this Thursday and I will send you an extract from my bank account where you can see, movements, transfers, deposits. As of today, no transfer from casimba casino has arrived. I will send you my bank statement today, so that you realize that nothing has been transferred to me. I am not going to lie to you for 748,000 thousand pesos from my first withdrawal that has not yet arrived, which I made over two months ago, if I have more than 30,000,000 million in the casino account.
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4 years ago
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I ended the week and still no deposit casino 🙁 sent a bank statement of my own, where they managed to see that I have no deposit casino. It already seems like a mockery of the casino, better to tell me that they will not pay me and that it is a scam and the end of everything
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4 years ago
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Jozef what I was saying, casimba casino, is a scam, they are not even able to transfer the first withdrawal to me, nothing at all, for almost 3 months. They said that they had transferred to my bank account on July 10 and pure lies, fulfilled the maximum 10 working days of the transfer to my account, this Friday I sent them my bank statement in which it is seen that there is no deposit of my first withdrawal of 748,000 by casimba casino. Since I sent you that document, nothing has been answered. I do not understand how there can be online casinos that cheat people, lie to them and cheat people with money. Hopefully no more people play at this casino, they will just lose their money and be scammed.
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4 years ago
Dear Claudio.
Please, could you resend me the proof of from the casino and also the proof from your account that you have not received the payment?
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4 years ago
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Ok jozef sent the documents to your email
Regards
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4 years ago
Dear Casimba Casino team.
The player has provided us with his bank history. Please, could you provide us with the proof of the transaction?
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4 years ago
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Jozef will not answer, they have no more excuses to continue lying, because they have sent them everything they ask me for, and they realize that they have never transferred my first withdrawal to me, casimba casino is a scam, hopefully nobody plays in Chile, It is a tremendous scam. They don't even answer my emails anymore. I hope no one plays and falls for this casino scam
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4 years ago
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Jozef, what else can I do against casimba casino, is there any other action you can take? Although I already give up and give up my money. They were not even able to transfer my money I deposited. They are a casimba casino scam
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4 years ago
Hi Jozef,
Kindly note that we have emailed you directly.
Regards
Casimba Casino
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4 years ago
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Hello jozef, casimba casino has not sent me any voucher !! Nothing about the transfer, and did Jozef send you any proof of transfer?
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4 years ago
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It is more casimba casino weeks ago quenni answer me no mail, so rude, they are still not able to accept my second withdrawal of 5,000,000, nor have they paid me three months the first withdrawal, so scammers and hard face is casimba casino
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4 years ago
Dear Casimba Casino team.
Please, could you send it one more time? I have not received any email from you.
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4 years ago
Hi Jozef,
We emailed it to jozef.k@casino.guru on 5th August 2020.
Kindly confirm that this is your correct email address please?
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4 years ago
Hello Casimba Casino team.
Yes, jozef.k@casino.guru , is my email adress. Please, could you forward it one more time and could you also provide me with email you are using?
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4 years ago
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Jozef, you have no proof or document that you send us. As they say me an pgado the 748,000 and yesterday I got an email telling me that just canceled the bone 5,000,000 🙁 not ashamed to lie. And if this is how they say because they do not send a clear proof of transfer from which bank they paid me to my bank account, amount, date. You know why they don't send anything, because they don't have it, because they haven't paid me anything, and they keep lying and not answering the emails with the truth. Every time I send them an email with my bank statements, showing that they have not paid me anything, they tell me that my problem was escalated to the accounts and finance department, they have been telling me the same joke for more than 3 months ... jozef casimba casino account wants to scam me out of my money.
Jozef, I think you already realized that they want to scam me casimba casino, if they are not able to send you and send me a clear proof of payment to my bank account, with amount, date, from which bank they transferred me. They have nothing to send us, that's why they don't respond. It is a tremendous scam what casimba casino is doing, hopefully they are neutral and do not support this theft of casimba casino
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4 years ago
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Jozef, I sent you an email, with images and the disrespectful email that casino casimba sent me, I think that with that email you can draw your own conclusions that you don't want to pay me a peso, and they lie and lie, they even don't agree in the dates, and the lack of respect that they put visa! I mean they haven't even seen my bank statements, they also say they paid me a date, then another email that is another ... I mean they don't even know how to lie. They do not put the account number to which according to them they send money, they do not send any receipt as appropriate, that is, they are pure lying to not be able to pay me. And moreover they have the luxury of not responding to you or me. Help me try to report this casino, so no one else will rip you off your money please jozef.
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4 years ago
We would like to ask the Casimba Casino to reply to this complaint. We are extending the timer by 7 days.
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4 years ago
Hello Claudio,
Apologies for the delayed response.
We note that our Accounts Team have been in contact with yourself via email regarding your second withdrawal query, our records confirm that the last email sent to you was on 16th August 2020.
@Jozef, please note that the initial email we sent to yourself was dated 5th August 2020 and was sent from complaints@casimba.com
We have also sent you a follow up email, please can you confirm receipt thereof?
Kind Regards
Casimba Casino
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4 years ago
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Casimba casino team, as you say, they sent me an email on August 16. They took the time to read the email they sent me ... the lack of respect in that email, saying that they have paid me to a visa account! I mean, they haven't seen all my bank statements that I have sent them every month, where my bank account is clearly not a visa! Also by mail and account in which I deposit to play at casimba casino. knowing that it is an account with Santander bank. I mean, after almost 4 months that they haven't paid me a single withdrawal, come and send me an email and another lying, saying that in July they paid me, now that in August, now that it was a visa !!! I mean, lack of respect, dear ones. Please stop lying and pay me even what I deposit. Don't be scammers please.
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4 years ago
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You have never sent me a transfer email like the one you ask for when there are deposit problems to the casino. That is, decent mail in which it leaves, a proof of payment, bank that I deposit, to the account and bank to which I deposit, amount, day, time, as well as a transfer or a bank statement, they have only sent a number that does not It is useless, call my bank and they do not know of the existence of that number that you send, also how can they say follow-up if they name a visa! And my account is not a visa, it is a Santander account (which is registered to you for all the deposits I make to your fraudster casino, and it is also registered in my withdrawal). For this reason, I have sent him all the bank statements every month where it is clear that I have no deposit from casimba casino. They can call my bank to make inquiries and they will realize that they have never deposited anything to me. And finally they don't even know how to lie? They say that in July they paid me, now another email that they paid me in August and more on my visa account ??? I mean, agree to lie to me, dear casimba casino. Please pay me, don't be scammers, I have another account in my name if you want, I gave them to you, but pay me, don't be scammers and liars please.
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4 years ago
Dear Casimba.
Thank you for your cooperation.
I have received the 16th August email, but not the one from 5th August. Please, could you resend me the proofs so we can move forward? If the player has not received the payment and you have sent the payment correctly. The player has to contact the payment provider.
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4 years ago
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Jozef, neither of the two withdrawals have been paid to me until today. They have said that they paid me in July, then August, then in a visa account. Draw your conclusions, if they put that they paid me in a visa account ??? And my account has never been visa ... and they know it.
To confirm that they have not paid me, I sent them a bank statement for July and screens until today in August, from my bank, where it is seen that I have no deposit from casimba casino for the amounts requested. And they have never sent a receipt to me or to you, a clear receipt or bank statement where a deposit appears to my bank account, if they have not sent it to your person jozef or me, it is because they have not paid me anything. Just as they ask for bank statements, I asked casimba casino for a bank statement from them when they pay me, that's how I see from which bank they paid me, to my bank account, date, time. Casimba casino when I dismiss pay me please I need a legible and clear receipt as a bank statement to corroborate that I was paid.
I sent emails to casimba casino, account department, and they say that they are seeing the documents that I sent them, and for a change they take a long time, it will be almost 5 months and they have not been able to solve my problem, nor pay me a single withdrawal. And more over after 4 months, they say that they paid me in a VISA account! So disrespect casimba casino. Please don't be scammers and pay me and don't lie, if it's not a lot of money, pay and don't scam people please. And demonstrate with documents when you pay, just as you ask for documents to prove, you still send documents to corroborate.
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4 years ago
Hello Jozef,
The proof has been sent to you again, please can you confirm receipt thereof?
Kind Regards
Casimba Casino
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4 years ago
Translation
Casimba casino, I have not been sent any proof of transfer or payment to my bank account. Even in their emails they tell me that they are waiting for the documentation to arrive from the accounts department and they will get it to me ... so I will continue to wait for months and years to be paid or send a proof of legal payment, transfer or deposit from casimba casino to my bank account. I'll keep waiting ...
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4 years ago
This response was removed by Guru Admin
I have deleted this response because we need to start over.
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4 years ago
Dear Claudio and Casimba Casino team.
Since this case is very uncertain, we have discussed this case with our team, and I would recommend both sides to start over since the problem may not be your fault at all.
I would separate this case in two topics, 1st withdrawal (May) which we have no proof from both sides and second withdrawal which we have the proofs from both sides.
The problem with the second withdrawal (but it may also be an issue of first withdrawal) may be that the casino did send the transaction in EUR currency but the player's bank account is in CLP currency (as Claudio mentioned in multiple occasions and it is also visible in his proof from his bank account).
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4 years ago
Dear Claudio.
Please, could you forward me your bank history since 1.5.2020 to 30.6.20? We need this to be sure that you have not already received your first withdrawal.
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4 years ago
Dear Casimba Casino team.
Please, could you specify if the first Claudio’s withdrawal was also in EUR and could you also provide us with the proof of this transactions since we have received only the second?
I would also kindly ask you for contacting your payment provider to track the transaction with the identifier you have provided in the proof since the payment might be returned to you or it got stuck in players bank.
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4 years ago
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Ok jozef, I will send all the documents
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4 years ago
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Jozef my player account at casimba casino, I am from Chile and therefore I deposited in Chilean pesos (at BEPO SPA) and played in Chilean pesos. I mean, my entire account is in Chilean pesos, and withdrawals in Chilean pesos, not in euros or dollars.
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4 years ago
Hey Claudio.
Thank you for the correction, my bad, message fixed. I have not received your email yet, although, few minutes delay is common, I really appreciate your fast reactions.
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4 years ago
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Casimba casino still does not give any answer? No less solution, I have not been paid in Chilean pesos for my two pending withdrawals for 4 months. Where is the casimba casino staff, send them all the documents and data. So that they give a solution to my two withdrawals in CHILEAN PESOS !!!
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4 years ago
Hi Jozef,
We have reached out to our payment provider and they confirmed that the funds were successfully transferred per the proof of payment submitted.
Should Claudio wish to further have the matter looked into, he would need to contact his bank and provide the proof of payment we supplied him with. His bank would at that point be able to do a track and trace on their end and provide further assistance in this respect.
The funds have since successfully been paid from our side.
Kind Regards
Casimba Casino
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4 years ago
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Hahahahaha casimba casino, I sent you my bank statement every month and it is clear that they have not paid me anything ... none of every month. In the end you have not been clear what month and date they paid me ... first they said they paid in June, then July, now they say they paid in August, I sent them my bank statement for August and I have no deposit from casimba casino for the amount of my withdrawals.
In my bank they told me that the proof of payment they sent is a scam, they can be sued at the casino, because that proof of payment in Chile does not exist as a deposit or as a transfer. No bank in Chile has that type of voucher or less that it can be transferred in EUROS as it appears on your false voucher !! Well, if they don't want to pay me, I will try to sue them and leave them wrong on all social networks, I have all the evidence where they have not paid me anything, in my bank they told me that the false receipt they created is a scam and moreover they are wrong because it comes out that they pay in euros and in Chile no bank resides a payment in euros to pass it to Chilean pesos. So I hope that jozef lowers the score to the minimum in casino guru, so that they can not continue scamming people, they only want them to deposit in bepo spa but when paying they do not. I showed them everything with proofs and casimba casino nothing, only a false receipt in euros !!! Since in Chile no bank deposits in euros, it is impossible it is a scam, to sue them together with my bank because my bank told me that this voucher is a scam, they know about vouchers and no bank in Chile deposits in euros and that receipt is false !!!
Jozef I hope you help me lower the score of this casino that apparently wants to be with me and I will try to sue them and with evidence leave them as scammers on the networks, so no one else will cheat in Chile.
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4 years ago
Dear Casimba Casino team.
Please, could you provide us with some evidence? Coudl you also explain why the payments are in EUR currency?
Could you also react to this questions, please?
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4 years ago
Translation
Jozef went to the bank, bank staff confirmed that they had not paid me anything casimba casino, also realized that the receipt they sent was false, and that it is impossible to pay in euros in Chile, they stamped my bank statement for August that they printed for me , corroborating that it is something legal. Casimba casino pay me and stop lying, the day I get paid it will appear immediately on my bank statement. But they must pay me from a Chilean bank and in Chilean pesos. Not that false receipt that they sent, with that proof they can be sued for falsification of documents.
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4 years ago
We would like to ask the 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, we will close the complaint as ‘unresolved’.
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4 years ago
Translation
Casimba casino scammers do not respond or emails, they are a fraud, they steal people's money
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4 years ago
Since we haven’t received any additonal response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.
The casino can reopen this complaint anytime.
Dear Claudio.
I am very sorry but since the casino team is unresponsive, we’re not able to proceed with further investigation. Your last option is to file an official complaint at the ADR and licensing authority of the casino . I will gladly help you with it and I really recommend you doing it. Please, let me know if you have any questions or require further assistance.
Best regards, Jozef
Casino.Guru
