The player from the United Kingdom encountered an account review and subsequent freezing after making a £50 deposit, despite having a deposit limit in place. She was unable to withdraw and had not been asked for documentation, which created frustration in her attempts to communicate with customer support. The player contacted us that her issue was resolved and the complaint was subsequently closed.
Casimpo Casino - Player's account has been frozen.
Amount: £2,149
Casimpo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 days ago
Public
Public
5 days ago
I have been playing this evening. I only made a £50 deposit as I have limits on my account. A pop up came up and said my account is being reviewed due to high spending. This is my first deposit on here for a while and I have a £50 deposit limit in place. I did up my stakes a bit as I seem to be in a winning streak. Now my account is frozen and I am not able to withdraw. I have not been asked for any documentation and am having no joy in attempting to speak to a real person in chat. This is very frustrating
Public
Public
4 days ago
Dear mollyminga,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please confirm whether your deposit limit is set on a daily, weekly, or monthly basis? This limit acts as a responsible gambling measure to help players manage their spending and play within their means.
Could you also provide more details on why your account is currently frozen? Is it due to an ongoing review by the casino? If so, could you specify when this review began?
Have you contacted customer support to inquire about the status of your review?
Lastly, have you successfully processed any withdrawals from this casino before?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
4 days ago
The player sent us the following message:
Thank you but please can you close the complaint. It is resolved now kind regards Lorraine
Dear mollyminga,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
