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