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Hi reerun902 - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

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.

Please quote the last communication you received from the operator about this matter.

Thanks,

ThePOGG

Hi reerun902,

I'm following-up on the above?

Thanks,

ThePOGG

Hello  
Sorry I had not seen your response. I have updates:


On 21/12/22 Casimba decided to close my account so it was no longer just "locked".  
On 21/12/22 I even offered for them to pay me a % of the money they owed me but they seemed to delete my whole paragraph on that matter in my chat record. 

Casimba did pay me $1,000 of the (now) calculaed $6,000 owing from accepted withdrawals (owing since September and October) but claim to only owe me $2k, so they are claiming to only owe half of what the original balance of accepted withdrawals were (i.e. $3k but I've received $1k) before they started messing with my accounts.  I have screen shots of accepted withdrawals, not just pending withdrawals before and after records were changed.  Pending withdrawals go to accepted for payment apparently within 24 hours in accordance with their terms and conditions.  This means that together with the $16k sitting in my account they owe me approx $21k. 

I have been a verified player since July (ish) 2021 and have had numerous payments made to me by Casimba over the last 18 or so months.  On 21/12/22 I even offered for them to pay me a % of the money they owed me but they seemed to delete my whole paragraph on that matter in my chat record. There is no AML issue, especially as they just paid me $1k in November and still claimed to have paid the next $2k just prior to xmas which of course never arrived.   Just more delaying tactics and excuses not to pay men.  Even though they assured me it had left their account and that it would take a couple of days to arrive in my account.   

On 27/12/22 I received an email from Casimba's accounts department asking if there was a problem because I had not been active since 17 November.  This was correct because that's when they locked my account from me and I could not get in.
I asked the person who emailed me to please give me access to my account. They then returned to me saying that "Sorry please disregard their email and my account was under review since 17/11/22 and accordingly they were unable to allow me access to my account (with $16k in it and $5k owing in accepted withdrawals that have not been received).
Although this was frustrating it proved that my account was still in the system, not closed or deleted, that it had the balance in it and that it had been under review since 17 November 2022.  
Casimba's terms and conditions say they will take 10 working days to review accounts if they have frozen them for any reason and they have not done this. They apparently "closed" it but have still not given me a reason why. This is because I have done nothing wrong.

I have also reviewed all terms and conditions and there is nothing in any of their terms which justify freezing my account for any longer than 10 working days for AML or Verification purposes from 17 November, closing my account or not paying me.  I believe they are trying to aggravate me to do or say something wrong in frustration or find a reason with anything I say or do to justify confiscating the money and not paying me at all.  

It is Casimba that is in breach of a number of their own terms and conditions, which I dare say would be questionable should they be challenged given the obvious unfair power inequality between the player and the Casino and unjust terms, in particular how their terms which you are deemed to accept include their right to change their terms "whenever they want" and that they will not be liable to the player for any of their winnings whatsoever etc.   

Just before I checked this website tonight I messaged Casimba chat to see if any updates. There were none. 
For clarity purposes I will also state that Casimba have not paid me my winnings owing, as "accepted" withdrawals in accordance with heir terms and conditions. Nor have they locked or locked my account in accordance with their terms and conditions, nor acted in accordance with them in relation to apparently locking my account and not letting me have access since 17 November, not sticking to timelines, not asking for extensions or giving me any updates or reasons for their actions.

Hi Nick¥,

Please <strong>quote</strong> the last communication you received from the operator about this matter.

Thanks,

ThePOGG

Hello

Sorry I had not seen your response. I have updates:

On 21/12/22 Casimba decided to close my account so it was no longer just "locked".

Casimba did pay me $1,000 of the (now) calculated $6,000 owing from accepted withdrawals (owing since September and October) but claim to only owe me $2k, so they are claiming to only owe half of what the original balance of accepted withdrawals were (i.e. $3k but I've received $1k) before they started messing with my accounts. I have screen shots of accepted withdrawals, not just pending withdrawals before and after records were changed. Pending withdrawals go to accepted for payment apparently within 24 hours in accordance with their terms and conditions. This means that together with the $16k sitting in my account they owe me approx $21k.

I have been a verified player since July (ish) 2021 and have had numerous payments made to me by Casimba over the last 18 or so months. On 21/12/22 I even offered for them to pay me a % of the money they owed me but they seemed to delete my whole paragraph on that matter in my chat record. There is no AML issue, especially as they just paid me $1k in November and still claimed to have paid the next $2k just prior to xmas which of course never arrived. Just more delaying tactics and excuses not to pay men. Even though they assured me it had left their account and that it would take a couple of days to arrive in my account.

On 27/12/22 I received an email from Casimba's accounts department asking if there was a problem because I had not been active since 17 November. This was correct because that's when they locked my account from me and I could not get in.

I asked the person who emailed me to please give me access to my account. They then returned to me saying that "Sorry please disregard their email and my account was under review since 17/11/22 and accordingly they were unable to allow me access to my account (with $16k in it and $5k owing in accepted withdrawals that have not been received).

Although this was frustrating it proved that my account was still in the system, not closed or deleted, that it had the balance in it and that it had been under review since 17 November 2022.

Casimba's terms and conditions say they will take 10 working days to review accounts if they have frozen them for any reason and they have not done this. They apparently "closed" it but have still not given me a reason why. This is because I have done nothing wrong.

I have also reviewed all terms and conditions and there is nothing in any of their terms which justify freezing my account for any longer than 10 working days for AML or Verification purposes from 17 November, closing my account or not paying me. I believe they are trying to aggravate me to do or say something wrong in frustration or find a reason with anything I say or do to justify confiscating the money and not paying me at all.

It is Casimba that is in breach of a number of their own terms and conditions, which I dare say would be questionable should they be challenged given the obvious unfair power inequality between the player and the Casino and unjust terms, in particular how their terms which you are deemed to accept include their right to change their terms "whenever they want" and that they will not be liable to the player for any of their winnings whatsoever etc.

For clarity purposes I will also state that Casimba have not paid me my winnings owing, as "accepted" withdrawals in accordance with heir terms and conditions. Nor have they locked or locked my account in accordance with their terms and conditions, nor acted in accordance with them in relation to apparently locking my account and not letting me have access since 17 November, not sticking to timelines, not asking for extensions or giving me any updates or reasons for their actions.


Just before I checked this website tonight I messaged Casimba chat to see if any updates. There were none.

OMG I just got an email now saying that in order for them to process my withdrawals and allow me access to my account they want to know the following:

In order for your request to be considered, we kindly ask you to respond to the questions below, ensuring your answer as openly and honest as possible:
 
    • What is your current employment status?
    • What is the reason for wishing to reinstate the account?
    • Have you recently experienced any financial difficulties?
    • Have you recently experienced issues with mental or physical health?
    • Have you ever felt like you might have a problem controlling your gambling?

I find this insulting, vexatious and unnecessary. I do not believe I am required to disclose this information nor is it relevant to them paying me my winnings.  It's clear why I want my account opened. I want my money that they dont want to give me! I offered not to play with them again when I offered them to settle at a lower amount (referred above) if that's what they want but they did not answer me.  

Can you please deal with this for me. I've had enough of them.  This is what I mean. Trying to get me to say or do something wrong so they don't have to pay me.  

Thanks

I have just checked Casimba's site and they have changed their terms and conditions to an earlier version which include further ways that they could try to close my account or prevent me from obtaining the funds that they owe me and that they are holding from me sitting in my account. I have screen shots.  

It's clear they are trying to find ways to avoid having to pay me. It's not even that much money for them.  I originally asked if there was a problem with their finances and they said no. If it is true that the owner of the game that I was playing and won the money on has to pay the funds, potentially there is a problem with their finances and Casimba maybe have to foot the bill and so they are trying to avoid paying me.  This would make sense.

And I also believe that legally, the terms that were valid at the time that I opened my account with Casimba are the terms that apply to me and my account.

Please be aware that I am NOT reerun902.  I am Nicky.

Reerun902 is another user with a complaint with the same casino. 

Thanks
Nicky

Also Casimba have told me they closed or locked my account on 17 November as a "precautionary" measure now. Not for review purposes. This is at the same time I have noticed their terms have been changed which seem transparent to me that they want not to pay me and to use some rule in the terms that they are attempting to try to have me bound to. Emphasising attempting.  I am not bound by new terms imposed on me whether they predate my account or not - they would be new terms to me and not applicable unless I accept them - which I have not. I haven't been notified of the change of their terms which I am sure they are required to disclose (rather than just have publicly available online) and I bet no one else has either. I would suggest people keep a close eye on ALL of the those terms regularly because it seems they will be changed even in a small way to make it suit them as they need.

My account has been reopened now after a final email from me, however Casimba are still saying that $2k was paid on 13/12/22 and I have not received this.  

My withdrawal records are no longer available so I cannot reconcile the payments again which I believe are still outstanding.  I have screen shots however I do want to check them all now given the experience I have had with Casimba. I will not be dropping this until I have been provided with my records and I confirm that all payments have been received.  

I will also reconcile my screen shots of the accepted withdrawals with what Casimba provide me.

Hi Nick¥,

Apologies for the name mix up. This was just a copy/paste error.

Please forward your communications with the operator about this matter to <a href="mailto:complaints@thepogg.com">complaints@thepogg.com</a>.

Thanks,

ThePOGG

Hi Nick¥,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Nick¥,

If we haven't heard from you by Friday the 3rd of February we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

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. 

Casimba - not paying $5k since September, locked account with $16k when querying missing withdrawals and refusing to give reason why. Also fudged account records. 

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