Casimba Casino - Player’s withdrawal has been delayed.

I deposited £500 and got £250 bonus. I won £2000 and tried to withdraw it but it was in bonus funds and I contacted chat and they told me I had not reached wager requirements. I then played on with the bonus funds and ended up with a balance of of £30k playing over a period of an hour our so. I was spinning £200 at at time just to complete wager requirements which I eventually did. I eventually managed to get £25k into real money but it should have been more than this as I played on in fear it would not meet wager requirements. Anyways I asked to withdraw the money and it’ll be pending nearly 48hrs and at the same time I sent all verification documents away by email and it was confirmed by live chat they had them. I have been very worried as the wager requirements are very misleading and not easy to understand how much money you need to lose in order to withdraw it. So anyway I met all wager requirements but I am very concerned that they will be doing their best to withhold the funds as it was bonus funds on a £500 deposit. I’m a nervous wreck and contacted them many times but I have been reading reviews and really worried they will do their best not to pay. They have my ID drivers license, proof of address, a stamped bank statement from in branch, and a copy of the card the funds deposited into the casino with. I am partially sighted and near deaf and use a tablet to help communicate and struggle with all this process they make it so hard for you to just go and play but let you deposit money to them easy enough. This is a stressful time for me as I’m worried sick they have an excuse not to pay.

Dear Andrew,

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 completely. Could you please specify which exact bonus you have activated and played? Have you redeemed any other promotional offers in this casino in the past? I have checked general bonus terms and conditions, and this is what I found https://www.casimba.com/en/promotions/terms:

"Irregular play" includes, but is not limited to, any one of the following types of play:

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;"

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. 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

The bonus was 35x deposit plus wager so £500 plus 50% bonus = £750x£35 = £26,250 which I was fortunate enough to play through and my wager went to zero and my funds converted to real cash which is still pending after 48hrs. I’ve received an email stating I’m fully verified and my documents were accepted. My bonus was released on searching my account when I was at a balance of £32k but I could not withdraw until I got my balance down to £25K so I potentially lost £7k when I should have been able to withdraw it when my funds converted to real cash. I was wasting beta just to meet the criteria of the bonus rollover but it didn’t let me do it until I was at £25k and I should have been able to walk with around £32. I was told that the rollover would go down to zero the more I bet but according to the statement the funds were released at £32k and I should have been able to walk away with that amount

Thank you very much, Andrew, for your reply. I f you have received a bonus £250, then your maximum allowed bet while wagering the promotional offer shouldn’t be greater than £47,50 (19% of the bonus credited to your account). You’ve been spinning £200 per bet.

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. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

It’s a rediculous rule especially when they don’t stop you and the funds eventually roll over into real cash. They have since emailed me stating that I broke bonus rules and returned my deposit. I have now played on and won £15k surely they can’t withhold that from me?

Could you please advise how many days ago you have requested your withdrawal of £15k?

48 hours tonight

I fully understand your frustration, Andrew. I will set the timer for additional 6 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Have there been any developments since our last conversation?

Yes I have been paid the money for the wins with no bonuses this case can be closed

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Andrew, for your cooperation and confirmation and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Wishing you a wonderful holiday season.

Best regards,

Petronela

Casino.Guru