Karamba Casino - refusing to pay out valid winnings, denying access to account and game logs, hiding winning bets
Dear POGG Team, I would like to report a case in which Karamba casino has unilaterally erased my entire account balance for no reason whatsoever, thus denying me the chance to even request a withdrawal despite fulfilling all the requirements.
Furthermore, Karamba casino has acknowledged that I am entitled to a payout for these winnings, but then lied that it was unable to locate the bet IDs through which those winnings were achieved.
Afterwards, they:
A) Refused to allow me access to my account so that I could locate these bets myself, and
B ) Refused to send me an excerpt of my game logs so that I could locate these bets myself (putting aside Karamba's unethical behavior here, this also violates GDPR clauses related to access to personal data).
It took an entire month of wrangling with their customer support, being subjected to all sorts of stonewalling in the process, to finally be allowed access, at which point I easily located the winning game IDs within one minute of reviewing the game history.
I can attach those winning Game IDs, account status and balance, as well as a dozen other screenshots and e-mails worth of documentation, including their explicit claims that they can't locate those winning game IDs, as proof of my case.
However, now Karamba is claiming, in contradiction of their earlier statements, that they do not have to make any payouts related to those winnings.
Their reprehensible behavior obviously constitutes an acknowledgement that they really are liable for paying out those winnings under their own Terms & Conditions, otherwise you would not have gone to so much trouble to prevent a withdrawal and a review of my game logs, going so far as to outright lie to me regarding the non-existence of those bet IDs.
In the interest of achieving a fast and friendly resolution of this case, I have even offered to settle and accept a lower payout (50%) than I am entitled to, but Karamba has refused that as well.
I am asking you to intervene and make Karamba Casino live up to its previous promises, paying out the amount of €3,828.48, or at least a reasonable portion of that amount.
Looking forward to hearing from you.
Best regards,
