English in United States
Declined - This issue has already been submitted to the operator’s official ADR/received a ruling from another ADR.
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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.
Hi, I have included the email they sent me yesterday which says why they won’t pay. Hopefully this is what you mean:
“Accounts Team (Casimba)
Mar 13, 2023, 5:38 AM UTC
After a review of your account by our compliance and risk teams, it has become evident that you have used our casino in bad faith.
We draw your attention to the warranties outlined in clause 4 of our terms and conditions https://www.casimba.com/en/terms, which explicitly stipulates:
“4.1 By opening an account with us and/or by using the Website you acknowledge, agree and warrant that you:
• have a valid bank account or credit or debit card issued in your name or alternative payment method;
• you are the legitimate owner of the money you deposit and any money that you deposit into your account is not tainted with any illegality and does not originate from any illegal activity or source;
We further reference clause 15.2 of our terms and conditions, which confirms that we reserve the right to close your account at any time and for any reason and further provides that where you are in breach of any of the warranties that, we shall void any winnings:
Therefore, the following action has been taken:
1. Your account has been terminated with immediate effect.
2. You are banned from the group.
3. Any winnings accrued/ remaining balances have been confiscated.
4. Your deposits were returned to the Paypal Account
Kindly note that If you attempt to open any further accounts on the Network they will be terminated, and any funds accumulated will be confiscated. An index of the various casinos within our network can be viewed on the following link: https://secure.gamblingcommission.gov.uk/PublicRegister/Search/Detail/52894
Accounts Team “
There are other emails from me where I am submitting ID proof and other documentation or asking for updates for instance. Please let me know if you require anything else from me.
We'll contact the operator and see what we can find out.
Have you already taken this matter to eCOGRA?
Yes, the operator informed me that eCOGRA were the people to raise this matter with.
In that case you will need to wait for eCOGRA to give their ruling. We cannot assist with cases that are already being reviewed by another ADR.
Sorry we cannot be of further assistance.
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HelpK0901 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:
March 13, 2023
Hi HelpK0901 - welcome to ThePOGG.com!
Please quote the full emails detailing why the operator were refusing to pay you.