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Casimpo – casino withdrawal not paid

Ruling

Resolved - The player has informed us that they managed to get this issue with Casimpo resolved before we'd concluded reviewing their complaint submission.

Read our Casimpo Casino Review.

Player's Complaint

So on 19 October I deposited 90 euro in this casino and without touching the bonus i managed to up my balance to 479.15 euro and made a withdrawal of 479.15 euro. Please note that they verified my account the next day. On 23 October I reversed my withdrawal as it was still not processed. I managed to up my balance again and this time I requested a withdrawal of 780.80 euro. I got confirmation from the casino that my withdrawal was paid on the 23th trough iDeal. Please note that it is impossible for an iDeal payment to take longer than one day max, even if the payment is made during the weekend. Ideal is a Dutch banking system for Dutch banks only. On the 25th of October my payment was still not received so I went to the live chat and they told me that my initial withdrawal was not accepted and that they have made the payment again on the 25th of October manually. The next day I went to live chat again and I was told that that my withdrawal had no problems and it was in fact paid on 23rd October. After this I was again told the 25th by another agent and again the 23th by the next agent. So far they stick to their story of paying out my withdrawal on 23 October. I have still not received my winnings. Even if they did a sepa payment and not an ideal payment it is impossible for the payment to take this long. I play for over 8 years on online casino's and I know when I am being fooled. In this case today again they asked me to contact my bank and get proof from my bank that the payment is still not received. I accepted their requested called my bank explained the situations and they called it very fishy. They said that the party that has made the initial payment is the one that has to investigate the case since they are the one claiming to have send the money. Please note that Casimpo casino refuses to share the transaction details of my withdrawal. They refuse to proof that my withdrawal has been paid. Still they want proof from me. My bank eventually confirmed trough email after our phone call that the money Casimpo casino claims to have paid is still not received. I forwarded the same email from my bank to Casimpo support and the answer I got was as follow:

Dear [EDIT],

Thank you for your email.

Reiterating previously offered information: please allow 10 business days to pass for funds to be processed into your bank account.

I am sincerely sorry, however, once payment is made, we have no path in which to intervene in the processing of the transaction.

Please provide the below confirmation after the 10 business days have elapsed.

Note that today is the fifth business day.

Best Regards,

[EDIT]

Casimpo

Customer Support

Now I have already told them that 10 business days is impossible and they can confirm this with their own bank or any European bank in the world. Sepa payments do not take this long.

The fact here is that they want proof of my bank stating that the money is indeed not received but when I deliver them the proof they basically say that there is nothing they can do once the payment is send. I mean.. What do I have to do here? They offer no proof of the actual bank transaction and are so bold to beforehand claim that eventually there is nothing they can do. Even if 10 working days have passed. Please help me with this matter. I don't undrestand exactly why they are doing this. I am so sick of all of this.

Read the casino review

3 Responses

ThePOGG
Nov 01, 2018

Hi nandatoo - welcome to ThePOGG.com!

Before we go any further have the 10 business days passed? I understand your frustrations but you should be aware that there are reasons that this type of payment may take longer than you'd expect. Online gambling operators, usually, do not process financial transactions themselves. Once they have reviewed and approved your withdrawal they pass the information on to a 3rd party payment processing company. This can at times cause unexpected delays if the 3rd party experience issues.

If the 10 business days have passed we'll contact the operator on your behalf.

Thanks,

ThePOGG

Nandatoo
Nov 01, 2018

Hello stank you for the space for filing a complaint here. I had already send an email to Thepogg to please remove my complaint since I got the winnings in my bank the same day as I filled the complaint. I have already apologized to Casimpo casino and will do it now again for my impatience. Sorry Casimpo and thank you for the space Thepogg. :)

ThePOGG
Nov 05, 2018

Hi Nandatoo,

My apologies - I missed your email. My fault! Thanks for letting us know!

ThePOGG

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Agreement

nandatoo 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:

  • Casimpo
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • ProgressPlay Limited

October 30, 2018

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.

Disclaimer:

The above information is what we believe to be the the legal status of online gambling, however information on this topic is limited and hard to find. We accept no liability for any errors or ommissions. It is the reader’s responsibility to ensure that they know the legality of online gambling in their country before engaging with any online gambling service.