Karamba Casino - Player's account was blocked.

I was playing at Karamba Casino on line and won 900.00 dollars. I went csh out and they blocked me and informed I was not allowed to play in Alberta, Canada

Dear Roxcy60,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello there

I forgot to tell you I previously did a cash out of approx 400.00 dollars with out a problem. They also asked me to upload my documentation and I couldn't on the there site , so I emailed them the Epcore gas bill and my operators liscence . They did not respond to my numerous emails.

I apologize for not replying sooner, Roxcy60.

Do I understand correctly you were playing from Alberta, Canada since the moment you registered in the casino?

What was the reason you couldn't submit the documents on the casino website?

Could you please forward the communication you received from the casino so far to my email at tomas@casino.guru?

I'll await your reply.

Hello

So where do I stand in regards of obtaining my winnings from Karamba. At least they could return my 70 dollars I deposited. If it is a restricted country why do they have the Canadian flag posted on there web site.

Regards

Arthur b****

Dear Roxcy60,

Before we contact the casino, I would like to ask you again for communication between you and the casino so we have a complete picture of the situation.

Without the information on how the casino informed you about the account blocking we can't make any premature conclusions. Thanks for your understanding.

Please send the information I requested to my email at tomas@casino.guru

I'll await your reply.

Hello

Did you get my email on the communication with Karamba. I have a question if alberta is restricted to play how come they allowed me to register and make a deposit of 70 dollars and play until I won 900.00 dollars.

Regards

Arthur Brunet

Unfortunately I haven't received the information from you.

I've just sent you an email to your registered address. Please try again to send me the information.

Best regards,

Tomas

Hello There

I sent the information to your email you supplied.

Regards

Arthur ****

Thank you very much, Roxcy60, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello parlayprivilege,

I'm Michal and I have taken over your complaint. I have reviewed this case and I have not found in the casino's T&Cs that players from Alberta Canada are restricted from playing in their casino, but I will contact the casino to shed more light on this matter.

We would like to invite Karamba Casino to join the conversation.

Dear Karamba Casino,

Can you please provide information regarding the player's blocked account? Are players from Alberta Canada not welcomed in your casino, or were there any other issues with the player's verification?

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.

Hello

In other words I will not see my with drawl from the casino

Regards

Arthur Brunet

Dear parlayprivilege,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact ThePOGG.com – an alternative dispute resolution service (https://thepogg.com/submit-complaint/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal