Casimba Casino - Player’s withdrawal has been delayed.

I am still waiting for my withdrawal. It was accepted for 8 weeks ago.

I have contacted the casino several times, but they are just disrespectful.

Dear Mary,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed? Have you been given any explanation what caused the delay?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but two months is an unusually long time.

However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

It was processed for 8 weeks ago. The customer service have been horrible.

The casino have come with several excuses. Technical errors, Norwegian bank account, the payment provider did not transfer the money by a mistake and so it goes. When I contact the casino they just try to extend the time.

I am not getting any sensible answers. The way the customer service have treat me is reprehensible and no longer acceptable. I have 3 times sent the casino my bank statement.

The only answers I get is that now the problem is fixed, the money is succesfully sent to my bank account, they are so sorry, be patient...

It has been like that since I first contacted them after about 10 days since my withdrawal.

I have asked the casino to prioritize the case since it has taken so long time, but they just ignores it.

The last weeks I have asked them:

1. What is the problem?

2. Have the payment provider tried to send the money to my bank account?

3. Is it possible to come to a solution?

I have been patient and polite all the time. I have also done everything that they request.

Thank you very much, Mary, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Dear Petronela,

Thank you for helping me.

Best regards,

Mary

Hello Mary!

From now on, I will take care of your complaint. I would like to invite Casimba Casino's representatives into this conversation in order to help us to resolve the issue.

Hello Martin!

I sent the casino my latest bank statement for 3 days ago. They promised that the relevant department would work on the case and give an answer ASAP. I still have not heard from them.

It is very disturbing that this is a company that is dealing with transactions. You normally would expect that a company is serious and formal to their customers. They also have legal obligations.

I am surprised that they have sent me payment confirmation that have obvious errors. For example the bank account and amount is exchanged, they use the concept site instead of bank account, the dates are wrong... After they have sent a so-called confirmation you have to wait 10 days. So it is a cunning way to extend the time.

It is also very difficult to try and have a dialog with the casino. Chat is no use, they just refer to email.

When you send an email you have to wait 24 - 48 hours (if you are lucky). Then you get an answer that make no sense, and then the same process all over again.

It seems like the casino is in lack of knowledge and willingness to resolve problems.

The casino have a norwegian site and Norwegian players are accepted. There have been no problem with deposit via bank account. The casino also send promotions and offers in norwegian.

If they can not withdraw to norwegian bank accounts they should close the possibilty to deposit and also make a warning on the site.

Another concern is that the Terms and conditions are inconsistent regarding norwegian versus english.

You have to be aware that it is the english version that is applicable. This should be better announced on the norwegian site.

There are also incomplete and misleading information in the english version regarding withdrawal.

I now know that many people from different countries are struggeling with Casimba Casino.

Regards,

Mary.

I have not heard from the casino in a week. The relevant department is not answering.

9 weeks waiting for my withdrawal, and now they don't answer at all.

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, we will close the complaint as ‘unresolved’, which will have negative impact on the casino's rating.

Well, the rating should be very negative. You should also take a look at the Casimba reviews at Trustpilot.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.