Karamba Casino - Player’s account has been closed.

Hello I logged in to my account today and I had over 1000€ in my account. then a few hours later I received an email that my account is suspended. I contacted them in live chat and I was told that is was a managerial decision that my account will be closed, after almost a year of working normally. I told them that I want them to withdraw my money back to my neteller account since I can not log in and was told that there is no money in my account that they have voided all of my bets. They can void my pending bets no problem, but they can not void my bets from a week ago that were settled a week ago, and steal the money I placed and the money I won. I received this email then :

Mr/Ms laura,

We would like to inform you that your account has come to our attention due to discrepancies identified during our regular security checks.

As a result of the investigation conducted into this matter, we have taken the following action on Karamba account;

• All pending wins have been voided

• The account with [brand.name] permanently suspended

We must further advise you that the business relationship between us has ended, please refrain from opening any new accounts with us this also means using amended details or alias. Any new accounts located will also have the above action taken

Sincerely yours

Team Karamba

I got no explanations, no reasons and no evidence of what is happening, I did not use any bonuses with them, no free bets, I placed small bets from 10- 25€, I did not cheat or do anything wrong, they just closed my account and have stolen all of my money. with the same group that has over 50 casinos I also have an account with hopa and betiton that you also have under review and I received the same emails from them. I also have around 1000€ with hopa and 1200€ with betiton, but I also did not use any bonuses with any of them, I just used my own money. They say nowhere that you can not have more than one account with them as they are different sites, I did not use them, did not cheat, and now they are trying to steal 3300€ from me. I just want to receive back the money I have with them, that I deposited and won fairly, on markets they offered with limits they offered. They can close my account, but they can not steal all of my money like this. Please help me in this matter if you can and warn other players what is happening. thank you

Hello laurica123,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Could you please clarify when exactly was your account closed?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Thank you very much laurica123 for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello laurica123.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

So do you see what is happening, they simply do not respond to any messages and that is it. They have stolen over 1000€ from me, with no evidence, no explanation, then just closed the account with all of my money with it. And karamba, hopa, betition and other sites from the same owners are all the same. They deserve to be blacklisted, their MGA licence revoked and players deserve to be warned about this.

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’.

Well that will do nothing to help me or other players. Please warn other players of what they are doing and blacklist them so they know that they can not behave like this. They are holding my money now for 10 days, I can not log in to my account and they simply say that I have no money left, even when I have over 1000€ in my account. How can someone with an MGA licence and a perfect score with you behave like this.

Nobody has contacted me about anything or has responded to anything in over a week. All you have done is closed my account. sent the email I am pasting and that is it. Your live support is saying I have 0€ in the balance, even when I have over 1000€ in reality, and that there is no money to withdraw. You did not give me any details. Not of what you are accusing me, not of why you closed my account, not of why you are trying to steal all of the money I have in my account. I have trusted you with my money, because of your good reviews but you are a disgrace of a bookmaker, do not deserve to have a licence and players will be warned of what you are doing. All you told here are some discrepancies, no explanations, not what that even means or anything. Go ahead and close my account, but you can not steal the money in my account as that is my money and I demand that you pay it to me. I used no bonuses, no free bets, I deposited my OWN money, placed bets with you that you offered with the limits you offered. And now if a players wins with you, you close their account and steal all of their money ?

Mr/Ms laura,

We would like to inform you that your account has come to our attention due to discrepancies identified during our regular security checks.

As a result of the investigation conducted into this matter, we have taken the following action on Karamba account;

• All pending wins have been voided

• The account with [brand.name] permanently suspended

We must further advise you that the business relationship between us has ended, please refrain from opening any new accounts with us this also means using amended details or alias. Any new accounts located will also have the above action taken

Sincerely yours

Team Karamba

Dear Karamba Casino team.

May I kindly ask you to react and explain the situation?

Dear Casino Guru,

The customer's claim is still undergoing investigation. Various dept's are working on it. Until this reaches settlement we cannot legally comment further in public. All emails, chats, are tracked and kept on file.

Kind regards,

Team Karamba

Dear laurica123.

Please, could you let us know when you receive any further information from the casino team?

Hello, we managed to force them to pay out the money that was on my account. I received the money today so it was after a month. All I got was the money that was mine, no apologies, no explanations, nothing at all. Just my money back, after they tried to steal it for a month. I would like to thank you for your help in this matter, and I hope this does not happen to other players as well.

Dear laurica123,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 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, but I hope you won’t come across a problem like this again.

Best regards, Jozef