HomeComplaintsKaramba Casino - Player is experiencing an undefined problem.

Karamba Casino - Player is experiencing an undefined problem.

Amount: €100,000

Karamba Casino
Safety Index:High
Submitted: 03 Feb 2021 | Case closed : 23 Mar 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

3 years ago

The player from Germany complains about an uncertain issue. After a closer examination, we ended up rejecting this complaint as unjustified.

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3 years ago

https://ibb.co/C7MrSrh

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3 years ago

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Additionally, clarify the disputed amount.

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

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3 years ago
Translation

Hello I have a full video from the game session


win 26,000 coins

coin value 0.10

Coins 4

Lines 10

Stake 40


2600 euros


can it be so

Automatic translation:
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3 years ago

Could you please advise why your winnings have been cancelled? Or they have never been rewarded in the first place? Thank you.

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3 years ago
Translation

The profit was 2600 euros


is that the correct profit amount


with a stake of 4 euros?

Automatic translation:
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3 years ago

Could you please advise why your winnings have been cancelled, or they have never been rewarded in the first place?

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3 years ago
Translation

I was rewarded but the winnings don't seem right to me .....


2600 euros with a stake of 4 euros


Automatic translation:
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3 years ago

Hello Marcel,

Could you please advise if the win was accumulated during Free Spin feature? Have you tried to get some clarification from the casino? If there's any relevant communication, please forward it to petronela.k@casino.guru.

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Thank you very much, Marcel, for forwarding the video. I’ve analyzed carefully, and this is what I found (I do apologize for my drawing skills).

Your bet of €4 is displayed in the game as 40 (since you play 4 coins per 10 lines)

If your bet of €4 is shown as 40, you need to subtract zero from every displayed win and that would be your actual profit.

file

file  

Your winnings were counted correctly.

I hope my explanation is satisfactory. Please let me know if there’s anything else we could help you with. Looking forward to hearing from you. 

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3 years ago
Translation

Well, that doesn't seem correct to me. !


and why is Karamba.com website down. ? and a redirection to https://www.hopa.com/wp-signup.php?new=de.hopa.com active ??????


I will therefore find out more from the MGA.

Automatic translation:
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3 years ago

I have checked the website just now and it's working perfectly.

file

Could you please advise how you wish to proceed with this case? Thank you.

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3 years ago
Translation

I will forward the video to the Mga

Automatic translation:
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3 years ago

Dear Marcel,

Could you please advise how much do you believe should have been the correct payout? Thank you very much.

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3 years ago
Translation

definitely more than 2600 euros ...


Her calculation would also add up to more than 2600 euros


Automatic translation:
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3 years ago

I truly believe that your winnings have been counted correctly. Please let me know if you need any assistance when filing an official complaint with the Licensing Authority. Thank you in advance.

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3 years ago
Translation

win 26000 coins

coin value 0.10

Coins 4 (Euro)

Lines 10

Stake 40


Please calculation method / ex.


Automatic translation:
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3 years ago

Exactly. You have won 26,000 coins and coin value was €0,10

26,000 x €0,10 = €2,600

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3 years ago
Translation

But I played with a stake of 4 euros so the bill should look like this


26,000 x € 0.40 = € 10,400


Automatic translation:
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3 years ago

As I mentioned earlier, I truly believe that your winnings have been counted correctly. Please let me know if you need any assistance when filing an official complaint with the Licensing Authority. Thank you in advance.

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3 years ago

Dear Marcel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

 

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3 years ago
Translation

I want to make a complaint.

Automatic translation:
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3 years ago

I understand. You can do so here:

https://www.mga.org.mt/support/online-gaming-support/


Please let me know if you need any assistance.

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3 years ago

Dear Marcel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

 

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3 years ago
Translation

I think the link wasn't for a complaint

Automatic translation:
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3 years ago

Why do you think so?


"ONLINE GAMING SUPPORT

The below form is the formal channel enabling players to lodge a complaint against MGA-licensed Online Casinos."


file

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3 years ago

Dear Marcel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

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3 years ago

After a closer examination, we ended up rejecting this complaint as unjustified. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. 

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