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Casimba - will not close account and refund balance

Ruling

Resolved - Casimba Casino have informed us that this player has been paid. The player has been non-responsive to our requests for updates so we assume they are happy.

Read our Casimba Casino Review.

Player's Complaint

I opened an account in January 2021 with Casimba Casino. Everything was fine for a few weeks. I deposited roughly £2k over some weeks, winning and losing but overall having fun. One night I was playing slots and my account got logged out. This does happen sometimes at other online casinos I play at, so I thought nothing of this and tried to log back in.

At this point I was informed that my account had been locked and that I needed to contact the support. After doing this and hearing nothing at all, I finally received an email saying that my account had been locked and that I needed to provide KYC documentation. After waiting days for them to get back to me advising me to upload documents, I emailed (12th Feb) asking how this was possible given that I could not log into my account because of the block. They emailed back providing me with an email address where documents could be sent and that if I did not wish to provide documentation then they would arrange for my account to be closed and my remaining funds to be returned.

At this point I was concerned, both with some of the documentation they were asking for and that this was to be sent to an unsecure email address.

I emailed back again the same day informing the casino that I thought it strange that these kind of documents would be sent via email and also that I was uncomfortable sending my self assessment details via/to an unsecure email address. I advised that I held other casino accounts where I provided drivers license, bank statements etc and that they would surely therefore be acceptable.

Three days later (15th Feb) I received an email from Casimba saying that they needed to see the documents requested and again they wrote, 'If you would prefer not to provide the documentation, please let us know and we will arrange for your account to be closed and your remaining balance will be returned to you'.

I replied the same day saying that I would provide the documents that were requested, apart from my self assessment details and that I had other verified casino accounts and had never been asked for this kind of information before. I informed them I was not willing to send this sort of information via email and if they did not accept this then to please close the account and to return the remaining funds.

I heard nothing, so emailed again on 15th March telling them that I had not heard anything and that it had been over 2 weeks. Heard nothing at all (nothing in spam folder, etc). Emailed again on 8th April, informed them that they still have not got back to me and are still holding my remaining funds.

I have other accounts at casinos with no problems what so ever. It is a relatively small amount of cash on my account (just under £40 I think), but it is mine and they are just ignoring me which is completely unacceptable. It simply makes me mistrust them even further, let alone provide them with sensitive documents via email that have never been requested before.

Disgustes by the way they have acted here and would like my remaining balance returned.

Any help much appreciated, many thanks.

Read the casino review

5 Responses

User icon
thepogg
May 21, 2021

Hi LegsEleven - welcome to ThePOGG.com!

Please forward the last email Casimba sent to you to [email protected].

Thanks,

ThePOGG

User icon
LegsEleven
May 21, 2021

Email forwarded, many thanks.

User icon
thepogg
June 13, 2021

Hi LegsEleven,

Our understand is that your balance has been returned to your Paypal account, though your account will remain closed. Could you please check and confirm?

Thanks,

ThePOGG

User icon
thepogg
June 19, 2021

Hi LegsEleven,

Have you received your funds?

Thanks,

ThePOGG

User icon
thepogg
June 27, 2021

Hi LegsEleven,

If we haven't heard from you by Friday the 9th of July I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

LegsEleven 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:

  • Casimba
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Curacao
  • Imperium Network Solutions Limited

May 18, 2021

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