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Casimba - complaint

Ruling

Found for the Casino - Casimba clearly prohibit using GBP as a currency unless you are located in the UK. As such there is nothing we can do to help this player.

Read our Casimba Casino Review.

Player's Complaint

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,

Read the casino review

1 Responses

User icon
ThePOGG
October 1, 2020

Hi ollierico - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Unfortunately there is nothing we can do to assist you in this instance.

Having checked the Casimba sign-up process using a VPN set to the UAE, their form does not in fact default to GBP. It defaults to EUR. You would have had to change this during the registration process for your account to be set-up in EUR.

Referring to the Casimba terms of use the following is relevant:

11. Currencies and currency arbitrage

11.1

Players must register and play in the currency of their country. If the currency of your country is not offered, then play must be in Euros (EUR). Should players not observe this rule, all winnings derived from the resulting game play will be forfeited.

If you have selected GBP then you have violated the above term. That being the case, the operator are well within their rights to close your account and to deny any further request to open any other account. Casimba are a private business and entitled to refuse your custom. Where there has been a previous terms violation there is clear grounds for them to do so.

Sorry we could not be of further help.

ThePOGG

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Agreement

ollierico consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Jackpot Village
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

October 1, 2020

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