Casimpo Casino - Player's account was blocked.

Dear Ong9393,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Casimpo Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 
• Could you describe your gameplay and why, to your knowledge, the casino concluded it breached the casino terms&conditions?

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

Best regards,

Tomas

thank you for your willingness to help

My account was opened around March 20

Blocked after playing for 2-3 days

I'm playing roulette

My game is very simple, 37 numbers I choose 16 numbers to bet

Then they said there was something wrong with my gameplay

Before this, their company already had all my information

They probably couldn't find an excuse not to let me withdraw money, so they said there was something wrong with my gameplay

pls help me🤕

Do I understand correctly you played without an active bonus? Please let me know.

yes no active bonuses

All are my own deposits

Thank you very much, Ong9393, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Sincerely thank you for your help. 😇😇😇These bookmakers only allow customers to lose money, but when customers win money, they make excuses not to pay the money. This is wrong behavior. Hope you can help me.🙏🙏🙏

Hello, Ong9393,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Casimpo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Casimpo Casino Team,

Could you please provide us with an explanation of the player's situation in more detail?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the 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 may negatively affect its rating.

Dear Ong9393,

Unfortunately, since we have not 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.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact eCOGRA - Alternative Dispute Resolution services (https://ecogra.org/products-services/alternative-dispute-resolution) and submit a complaint to them. They collaborate with the Gaming Authority and have better options and tools to help players. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Then, the next step could be to file a complaint directly to UKGC itself.

In case of any questions or news, feel free to contact me via email (branislav.b@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Best regards,

Branislav, Casino.Guru