Casimba— player complaints: 27 in English

Hello, On March 11, 2024, I registered at Casimba Casino. On the same day, I received an email requesting verification, specifically asking me to send documents to verify my address and identity. On the morning of March 12, I sent photos of both sides of my driver's license and an electricity bill by replying to their message and attaching the files. On March 12, I received another email stating that I needed to complete verification. On the same day, I replied to the message, stating that I had already sent the documents in the previous email and mentioned that I could not log into my account because it was locked, hence I couldn't upload the documents there. On March 13, I received another email from the VIP department stating that they had not yet received the documents and asking me to send them to a specific email address. On March 15, I sent the documents to the provided address and once again mentioned that I had sent the documents earlier, also attaching proof of ownership of my Skrill account as requested, along with a recent utility bill. On March 19, I received an email confirmation that the documents had been received and would be reviewed within two days. I replied to this email, requesting that the review be expedited as it had already been eight days since I first sent the documents, attaching screenshots to confirm this. On March 22, I received an email requesting a payslip and a Skrill account statement. On March 26, I received an email stating that they had not received any documents from me for more than 15 days and asking me to provide them as soon as possible, otherwise my account would be deactivated. I replied to this email, attaching screenshots of all communications, as well as their confirmations that the documents had been received. On April 1, I sent them an email expressing my concern since even in the live chat they claimed they had not received the documents, although I had sent them multiple times, and at that point, I started worrying about the safety of my personal data. On April 2, I sent another email since I had not received a confirmation or response to my previous message. I had to contact live chat again and finally got some response, and they asked me to send a Skrill statement and payslips. On April 8, I sent these documents to the address provided in the live chat. On April 11, I wrote again to check if they had received my documents, as it had been more than 48 hours. On April 12, I only received a confirmation that the documents were under review. On April 15, without any explanation, I received an email stating that my account was blocked, my winnings were confiscated, and I was banned from the entire group of casinos. In total, I have made deposits of 9,000 euros, and my account had about 7,000 euros when I last had access to it. The casino does not even allow me to withdraw my deposit! Please help me resolve this situation. The casino is not responding to my messages. Please help me resolve this situation. I am ready to provide all the screenshots and documents that I sent for verification. Thank you.

I won £10,015.09 on 12.03.23. I could not withdraw the funds when I tired to so decided to wait until the following morning. When I checked this morning (13.03.23) I noticed emails from Casimba (]White hat) saying that my funds have been confiscated because I used their casino in ‘bad faith’. I did not. They sent me an £800 refund but the a total of 9,215.09 is has not been sent to me. I have supplied passport proof of my ID, my bank card, a bank statement, and PayPal details but haven’t received anything back so far. Please help. Thank you

Casimba have not processed 5 of 6 withdrawals requested in September 2022. My records of withdrawals were also amended by Casimba as to dates wirhdrawn which I thought was to bide time, rather than to avoid payment of similar wirhsrawals which I have now seen as I have snap shots of the account. After several requests for my withdrawals to be processed and constant excuses by Casimba as to why my payments have not been processed, my account with a credit balance of $16,000.00 (excluding the pending withdrawals still to be received) was locked in November. Casimba continued with excuses and requests for documents already held and provided several times, with no time limits confirmed as no date for the complaint once it gets to the final department would be confirmed. This means they are not sticking tk theoe 19 working day policy to respond but attempting to monitor their requirement to respond in accordance with t their terms and conditions. I’m now stuck in the complaint process with only one way out - to take this further until they are forced to abide by their terms and respond in time with their terms to pay me what they owe me which I now calculate ro be $21,000.00 NZ. fully investigated and hopefully force the casino to pay. I believe withdrawals outstanding since September is long enough to wait. No further contact has been provided by Casimba once I closed every single request I could think of so there was nothing left they could request before processing my payments and unlocking my account. My account remains locked with no reason or response why now, given the one reason apparently for payments not being processed was satisfied a while back as it "related" to a change of email, and apparently I could not be identified due to the change of email despite being identified many times since that change was made months before September when the first lot of withdrawals were not processed. No response has been received since 06.12.22 when documentation was requested again for information already held, which was provided on 07.12.22 as well as an attempt to shut down further requests and avoid payment to me and unlocking my account after over 50 emails have been exchanged which include Casimba errors of information, various request numbers created, payments not received and then the locking of my account. Time frames set out in Casimba's terms and conditions have not been met (understatement). Casimba appear to not want to pay me what they owe me, being NZD$21,000.00 and quite frankly feels just like a corporate bullying tactic and that is completely unacceptable.

Hi, This casino have allowed me to deposit 40000 euros and lose it without verifying my identity. I sent through my legal documents. Passport and also a valid government document validating my address and they are telling me it is incorrect. They are refusing to send me through my deposit statement and have no (after allowing me to deposit and lose over €40,000 during a short few days applied a login in blocker that is forcing me to accept their gamble responsible rules. I have rejected this as I know it is illegal and irresponsible what they have done. As you can imagine I am under immense stress due to their recklessness and due to the loss of funds. They are breaking so many laws and I am seeking legal advice due to this. Keen to understand how you would work with this type of case if you can? Kind regards

I deposited $400 and received $1000 bonus funds i wagered $12 dollars a spin winning $30,000 in total it woudlnt let me cash out until I met the wager bonus requirements witch were met when I played down to $16,000 than I tried to withdraw the $16,000 and they asked for verification I gave them documents needed then they have sent me a email saying all my winnings are being confiscated due to betting higher than I was allowed I had no knowledge of only bein able to wager $5 a spin during a bonus I accepted I was wagering $12.50 a spin when I’ve won the money why woudlnt they make it so it doesn’t let you wager more than $5 a spin if that’s all your aloud it doesn’t make sense to me that they can jus take all of my winnings when the game let me wager as much as I did I should atleast receive something thank you for hearing me out

Winnings were confiscated due to Clause 8, bet exceeding $5. I dispute this as I was told by live chat I could use cash balance exceeding $5 while bonus was on the account, aslong as funds were available in cash first. I obtained some features on multiple games and exited the game and when funds were 0 re opened these games and recieved winnings. Some call this a bonus hunt. Funds were then distributed accordingly to cash and bonus credit. I returned to lobby and seen my cash and bonus credit available and then brought a feature on a game called mental for $16. This is where the casino are saying I have broken the rules and not followed the terms and conditions. I always ensure I follow wagering requirements properly and check the amounts displayed in cash and bonus. I feel this is truly unfair they have confiscated the entirety. I hope this makes sense and I hope you can help me please. Kind Regards,

I was winning some money and tried it with a withdraw who was acceptet 06/10/2021, i was asking the support team after 8 days whats aboit my withdraw... I get a answer that i have to wait until 10 dazs before i can ask them because casimba had on that time the rule that u have to wait in accidents up to 10 days. After that 10 day i was asking them again and i gat the answer that casimba have some truble withe my withdraw because i am living in norway and that i have to wait some dazs again after one week i was asking them whats about mz money and i get answer that i get it in between 5 days but unfortnetly not... so i was a bit pissed about it and i was giving them maybe 1 week befor a deadline that i want a answer on with daz my mony would be arrived or that my money would arrived until today but i dident get my money so thats why i tried ofer that plattform maz it would help that i get my money. best reguards

I have deposited an amount and been playing Blackjack at Casimba. I wish to make a withdrawal, which I am not able to due to wagering requirements. This is completely a jungle in terms of what you need to do to meet them, but I want to withdraw from my deposit. I am told to meet the wagering requirement of x31, but to my knowledge I havent got a bonus for blackjack which is the only game I play. I sounds completely to me, if I add 1000 euros and wim some, but have to spend x31 of slots? I might as well be playing for free, as I could never win anything. I understand from the UK gambling authority that: 'Players must not be made to meet wagering requirements before they can withdraw money from their deposit balance.' https://www.gamblingcommission.gov.uk/licensees-and-businesses/guide/fair-and-transparent-terms-and-practices#restrictions-on-withdrawing-deposit-and-deposit-winnings So from my understanding this should be possible to do from my deposit. I assume you apply the same rules as Casimba told me that they adhere to the rules from both authorities. I hope you will be able to clarify and help me in this matter. I hope to hear from you soon and please dont hesitate to contact me with any questions you might have. Kind regards

In short. This complaint concerns funds that are still available in my deceased father’s online account on Casimba.com (“C”). As the sole heir and beneficiary to my fathers estate, I have approached C several times and also sent them all the legal documents concerning my fathers death, but they have refused to release the funds to me or back to my father’s original bank accounts/VISA card. ***** My father, [EDIT], died on the 16th of February 2019 while on vacation in Mallorca, Spain. I am the sole heir and beneficiary to my father’s estate. One of the things I did to manage his estate was to use his personal laptop, which he had left at home in Sweden, to log in to his personal email account on Google ([EDIT]). I did this so that I could be able to respond to any incoming emails from his friends and family and handle any bills sent to my father by email that had to be settled with assets from the estate. To this day, I am regularly checking his email in order to handle any “loose ends” that might surface there. I have since tried many times to work with C on this issue but to no avail. What’s more is that C has apparently stopped all it’s services in Sweden on the 29th of June. I have contacted C about this as well and they have notified me that they will still not, regardless of these circumstances, send back the funds in my father’s account and that they will keep them. My father’s account was locked by C shortly after I initially contacted their customer service. At the time being, my father’s account seems to have been completely deleted from C, since I only get an “invalid username or password” message from the website when I try to log in to the account. I am therefore unable to give an exact number about the funds currently in the account. By reviewing my correspondence with C’s customer service, I can however with 100% certainty say that the funds are just over 32 000 Swedish Kronas (SEK). I sincerely hope that you can help with this. Please don’t hesitate to contact me if you need any further information or documents.

I opened an account in January 2021 with Casimba Casino. Everything was fine for a few weeks. I deposited roughly £2k over some weeks, winning and losing but overall having fun. One night I was playing slots and my account got logged out. This does happen sometimes at other online casinos I play at, so I thought nothing of this and tried to log back in. At this point I was informed that my account had been locked and that I needed to contact the support. After doing this and hearing nothing at all, I finally received an email saying that my account had been locked and that I needed to provide KYC documentation. After waiting days for them to get back to me advising me to upload documents, I emailed (12th Feb) asking how this was possible given that I could not log into my account because of the block. They emailed back providing me with an email address where documents could be sent and that if I did not wish to provide documentation then they would arrange for my account to be closed and my remaining funds to be returned. At this point I was concerned, both with some of the documentation they were asking for and that this was to be sent to an unsecure email address. I emailed back again the same day informing the casino that I thought it strange that these kind of documents would be sent via email and also that I was uncomfortable sending my self assessment details via/to an unsecure email address. I advised that I held other casino accounts where I provided drivers license, bank statements etc and that they would surely therefore be acceptable. Three days later (15th Feb) I received an email from Casimba saying that they needed to see the documents requested and again they wrote, 'If you would prefer not to provide the documentation, please let us know and we will arrange for your account to be closed and your remaining balance will be returned to you'. I replied the same day saying that I would provide the documents that were requested, apart from my self assessment details and that I had other verified casino accounts and had never been asked for this kind of information before. I informed them I was not willing to send this sort of information via email and if they did not accept this then to please close the account and to return the remaining funds. I heard nothing, so emailed again on 15th March telling them that I had not heard anything and that it had been over 2 weeks. Heard nothing at all (nothing in spam folder, etc). Emailed again on 8th April, informed them that they still have not got back to me and are still holding my remaining funds. I have other accounts at casinos with no problems what so ever. It is a relatively small amount of cash on my account (just under £40 I think), but it is mine and they are just ignoring me which is completely unacceptable. It simply makes me mistrust them even further, let alone provide them with sensitive documents via email that have never been requested before. Disgustes by the way they have acted here and would like my remaining balance returned. Any help much appreciated, many thanks.

I wish to submit a complain about Casimba online casino. I played at the casino 6 weeks ago and deposited 100e and managed to won 1315e. I played my favourite slot Secrets of Atlantis with a bet of 5e. I read casino's T&C through and I have not broke any of the terms. Since then they have asked differend kind of verification documents several times. I have sent them following documents: - Passport - Utility bill - Passport and my face selfie - Bank statements for 4 different time frames Still they are not willing to pay my withdrawal so I need some help, please.

in september i was asked to resubmit my docouments again and was all accepted and confirmed via email.How ever i cannot make any withdrawals.my 1st email to casimba regarding this was on the 30thsept.The only answers i recieve is "its being dealt with by the relevant dept.The request number for this is Request no: 1783181.This is extremly frustrating,being responded by what seems to be generated messages.I have been using casimba for years,and this only started after resending my documents

Dear team, NEW COMPLAINT I have been directed to you from the MGA, as they advised you are the correct ADR for this situation. It is regarding CASIMBA which is part of jackpot village, licensed by mga. At the end of this message I have copy and pasted the email complaint I sent directly to the casino on 17th, which explains in detail my issue here. I have then tried to follow up several times and the company literally just do not respond, at all. I have also sent the full trail to you by email to your complaint email address 7 days ago as proof you can see I have sent this to them. I have tried to resolve this amicably but now need to raise this due to no response. In terms of what I am expecting here, as mentioned in my complaint I was originally looking for them just to change my currency for me, or create new account for me with correct currency (as was their fault anyway and already verified my account), along with transferring my bonus accrued and maybe a gesture too. However now they have proved to be completely unreliable, and non responsive, along with letting me deposit over 5k, accruing bonus funds and then closing my account!! Almost criminal. Now the fact they do not respond worries me further so I do not even want to play with them, imagine if I had won?! So I now would like your advice as to what to expect, some kind of gesture from them, money back, compensation, whatever it may be. Let me know if you need anything further. Thanks, Hello, Re:CASIMBA account with username [EDIT] and email [EDIT] I recently signed up for an account with Casimba and verified with ID and address, and had confirmed on live chat my account was fully verified. I deposit and played 1000s of pounds (GBP) and was not lucky enough to win anything, but had accumulated alot of loyalty points. To be honest I was expecting a bonus gesture as I get this with many other casinos I play with. Anyway, to my disgust when I logged in today i was advised my account had been closed and could not log in!! I spoke to somebody on livechat who advised I has set up the account with the wrong currency and I should be using EUR and it defaults to this. This is NOT true, firstly the country where I live is not EUR, but even if you wished for me to use this for whatever reason it was NOT the default currency when I signed up, this was actually GBP, but I had a choice from the dropdown to choose any currency. I was also verified with the currency I had selected at sign up! You should not have a choice of currency if you are stating I should be using a certain one and this should be advised on signup. Also you should not just be shutting down my account with no notice simply because I am not using the currency you wish me to, and Instead I am using a currency I was already defaulted to! It is absolutely ridiculous. Then to add further to this I am advised the currency cannot be changed and I need to open a new account in EUR. No mentioned or acknowledgement AT ALL for all my deposits and play. I cant even try and play to win some back and you have not acknowledged all I have played. Your advisors didnt even MENTION all my play or anything about the loyalty points. I then TRY to open a new account but of course it wont let me as email is in use. But you cant tell me that when you have already told me you have shutdown my account? so how can it be in use? I want this rectified immediately, with my account open or a new one if that is a must, with all my loyalty points, and some kind of acknowledgement of my plan and for this inconvenience. I will not be leaving this as It is extremely bad protocol that I have received. I will raise this externally with regulators and leave honest reviews online if this is not rectified in a satisfactory way. This is not a threat I have just been treated very unfairly and believe in justice. Thanks,

Deposited £60 on 7/7/20 and received promotions and won £250 by sticking to the rules ands regulations. Later on the same day i won £1500 and then £2000. I didn't abuse the promotion rules of £5 maximum spin. On the 8/7/20 i deposited £40 and DIDN'T use the promotions and won £250. I was waiting for the withdrawals and then got an email from casimba saying my funds were confiscated because of the maximum wager rule. I contested it and asked for my game activity to be emailed. They refunded my original £100 which is irregular considering that if i was the guilty party then i shouldn't have been due any redress. After a week they sent my game activity but it was in a spreadsheet which was really confusing and unlike the game activity it shows on your actual account. Iv been suspended now for no apparent reason.

Can't withdraw my winnings then request refund of my deposits

I have ask this casino to upload my banking info, one agent tells me to send it to support and once it gets to support they tell me they are not able to and to deposit with that payment method but it is a bank card and does not have my account number on it. I have withdrawn money from this casino a few years ago and they deposited it straight into my account however the account on file is no longer available. I have been asking since Monday June 8th and keep getting the run around from them it is extremely fustrating as different people keep telling me different things

In October 2018, at the height of my issues with problem gambling, I opened a Casimba account and deposited £40,000 in the space of a few hours, across multiple cards and resulting in multiple transaction failures. After working on my issue over the past year and a half, this night has always haunted me - so much so that I took some time to look further into it, as it didn’t seem right. After some investigation, I became aware that Casimba failed to carry out adequate AML and KYC checks on me and my deposits, once I passed the €2000 threshold. I got in touch with Casimba on 2 March 2020 and then again on 10 March, when I received a reply telling me that their complaints department would need “a few working days” to get back to me. I followed up again on 24 March with no reply and I am yet to receive a response, over 2 months later. I contacted their live chat earlier today and was told the same thing as before: “the relevant department is looking into it. Keep an eye on your emails.” Looking at their terms and conditions, they mention 28 days as a target, but some cases may be up to 8 weeks. Given that we are now over 8 weeks, I am hopeful that ThePOGG may be more likely to get a response than me. I have included the original email that I sent to Casimba below. Over the past number of years, I have suffered from problem gambling. This resulted in me registering with GamStop on the day that this took place in 2018. Having done some further research into the circumstances around this email, I am confident that you failed to fulfil your UKGC requirements as a gambling operator, for both Responsible Gambling and Anti-Money Laundering. Therefore, I request that you provide a full refund of £40,000. I have reviewed the documentation set out by the UKGC, here: https://www.gamblingcommission.gov.uk/for-gambling-businesses/Compliance/General-compliance/AML/How-to-comply/Anti-money-laundering-compliance-advice.aspx. From the documentation above from UKGC: For casino operators, a key requirement of the Money Laundering Regulations is to make checks on customers. Two approaches can be adopted by casino operators: • identifying and verifying the identity of all customers on entry to the premises • undertaking identification and verification when a customer approaches a deposit, spend or win of €2000. For online operators, this means that you must undertake identification and verification when a customer approaches a deposit, spend or win or €2000. You failed to do this, as highlighted by this email, where you only requested this information the morning afterwards, after £40,000 had been deposited and lost. Furthermore, the documentation states: Casino operators should also apply enhanced due diligence measures where: • the customer is a politically exposed person (PEP) • the customer comes from a high risk jurisdiction • there is any other situation which can present a higher risk of money laundering such as an increase in frequency or spend by a customer, or their inclusion on a sanctions list. I opened this account and immediately began depositing, across 3 cards (moving on to the next one as the other failed due to lack of funds), to a total of £40,000. All of the aforementioned actions should raise suspicion of high risk transactions. Had you followed the regulations set out by UKGC, my account should have been blocked from making further deposits and I should have received this email once the €2000 threshold had been crossed. This would have prevented me from depositing further funds into your website until you had verified the source of funds, meaning that I would have been able to cool off and would not have continued to deposit and lose money in this short space of time. In fact, you even reference the UK Gambling Commission website in your email. To summarise: • I made multiple deposits, totalling £40,000, from 3 credit and debit cards, with payments failing on multiple occasions, due to lack of funds, before moving on to the next card • Casimba failed to initiate KYC/AML checks after €2000 of transactions, resulting in me being able to deposit and lose much more money, beyond my means • Casimba failed to recognise the high frequency of deposits and spending on a newly opened account as being a high risk of money laundering and continued to accept deposits • Casimba failed to recognise the multiple card payment failures as being a high risk of money laundering and continued to accept deposits I request that you make refund of these £40,000 worth of payments to your company. If you are unable to resolve this matter, I will be left with no other choice than to make a formal complaint to the UK Gambling Commission and, if necessary, seek legal advice to proceed further.

They wont pay me my withdraw i dont think they have the money they said that a few cases were not being paid that what i was told on day 9 i withdrew $1300 no bonus or wage requierments on the 26 of april told that my bank info was wrong so ireverifyd it and then they came up with the story of withdraws having problems and said wait another 48 hours for what ever they say i gess

This is my formal complaint before I take this to the Gambling commission I was told that I breached section 6 of the bonus guidelines and that my $1,300.00 cash out would be cancelled . I have screen shots of ALL my game play before and after the bonus I did NOT make a bet OVER $5.00 UNTIL my bonus was completed and I played through . All Casimba did was send me an email stating my cash out was canceled due to section 6 with NO proof of where THEY say I made a $5.00 bet on bonus money ! I know that you can not open some games when you are playing with bonus money. I am happy to provide you with ALL email and screen shots I have on this matter . Seems as though Casimba has done this before claiming people have "broken" a section of tier T

I won 50 thousand on fire joker casimba would not pay me said they wanted a prepaid card from the year before from 2017 from a address I previously live at and they knew at that time I had bin living in a different town they refused the payment until it was all gone then said they could pay me after this incident I sold both my trucks and two 300 horse Yamaha engines and used all the proceeds into white hat gaming providers and never was able too make a withdrawal from any of there sites the one time I did the refused too pay me wich manipulated me into selling everything I have had and then they blocked my account after they took all my money amd not paying me for actually winning fairly still haunts me that I had fallen for that I have account all across there platform and have never withdrawn a thing out of 100 thousand dollars one time before all this I tried they denied me my payment wich I was entitled too adore known that money my account there I had only one that was with casimba amd I only had deposited an amount of 200 dollars after the winning amd not being payed my amounts of deposits was past one hundred thousand so I feel manipulated into gambling and this wouldn't have happened if they just payed me for winning the first time before all that I never even made many deposit into the site after in excess of a fortune should be refunded for manipulation and never was able too withdraw money once from all there sites and will not recover from the net losses becuase of the dispute of first time big win no bonus was attached too my account either at the time of winning and supporting I was taking too there that day was [EDIT] and other one was [EDIT]