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Karamba – Confiscated winnings

Ruling

Found for the Casino - We don't agree with the player that the format of the bonus terms in this instance was misleading rather than this being a mistake on their part.

Player's Complaint

I made a deposit and received their Welcome Bonus. As always, I checked the bonus terms and conditions – titled ‘ Welcome bonus terms and conditions’ which does not anywhere state anything about a maximum stake.

I began to play and won around 2.2k. I then went onto their live chat to confirm that I had met all of the wagering and bonus requirements in order to withdraw, several times it was confirmed to me that I had completed this.

I received an email telling me I had exceeded Karambas maximum stake as detailed in the policy (however under the section that specifically says ‘Welcome bonus terms and conditions’ this is not mentioned anywhere) and they confiscated my winnings.

Karamba’s bonus policy is clearly intended to be mis-read as I would expect anybody receiving a welcome bonus to check the part of the terms that is titled ‘Welcome bonus terms and conditions’ – if you do that, you will find information about wagering and time requirements, but nothing about maximum stakes.

Karamba also refused to give me details.of their independent regulator and would not escalate my case to their management.

Was told blatant lies by their live chat.

Read the casino review

11 Responses

ThePOGG
Nov 06, 2017

Hi Bear977 - welcome to ThePOGG.com!

Unfortunately I can't agree with your assessment of the situation having looked at the Karamba Welcome Bonus terms and conditions.

Below you'll see a screenshot from the Karamba Welcome Bonus page:

Above you can see that on the very first line and on the first line after 'The "Welcome Bonus" terms and conditions:' a link to the operator's general 'Bonus Policy'. If you click that link you'll find yourself on a page that clearly outlines the maximum allowed bet.

The user is clearly and frequently directed to this document and the anchor text for the link makes clear that it is bonus relevant so I don't feel it can be represented that this in any hidden.

That being the case, if you've bet over 5.50 of 15% of the bonus received or 2.50 if you deposited via Neteller or Skrill I'm afraid there would be nothing we could do to help you.

Sorry,

ThePOGG

Bear977
Nov 06, 2017

Hello,

Is there a way for me to provide a screenshot? I have the screenshot of the page I looked at which does NOT state the same as your screenshot above.

Steven

ThePOGG
Nov 06, 2017

Hi Bear977,

You can email the screenshot through to webmaster@thepogg.com.

Thanks,

ThePOGG

Bear977
Nov 07, 2017

Screenshot sent

ThePOGG
Nov 08, 2017

Hi Bear977,

Can you provide the url of that page please?

Thanks,

ThePOGG

Bear977
Nov 08, 2017

Of course,

[REMOVE]

Thanks

ThePOGG
Nov 09, 2017

Hi Bear977,

I've just looked at the url you've sent over. The reason that the links to the Bonus Policy page aren't there is because that IS the Bonus Policy page. If you look at term 3 on that page you'll see the maximum bet term:

Thanks,

ThePOGG

Bear977
Nov 09, 2017

That is the point that I'm making against Karamba...this page is misleading in that there is a section specifically designated to Welcome Bonus terms that says nothing about maximum wagers. If you are looking for the terms and conditions of the welcome bonus and find in this page a section that says 'Welcome bonus terms' - this would lead people to that section. You don't agree?

ThePOGG
Nov 09, 2017

Hi Bear977,

I'm sorry I don't at all. You're on the general bonus terms page. The first section is defined as specific to the welcome bonus - i.e. it only applies to the welcome bonus - but that doesn't indicate that the rest of the page doesn't apply, only that the other terms are relevant to all bonuses.

ThePOGG

Bear977
Nov 09, 2017

This is extremely disappointing. I have never come across a casino laying it's terms out this way. If there is a section titled 'Welcome bonus terms and conditions' I think most people would be under the impression that that section contained the information for the Welcome bonus. Misleading information and poor communication on their live chat.

ThePOGG
Nov 09, 2017

Hi Bear977,

The page is a general bonus terms and conditions page. That much is obvious from the url and any location you can find a link to that page.

That the first point on the page is specific to the Welcome Bonus doesn't make every other term irrelevant. Otherwise the same information would have to be repeated time and time again for each different type of promotion.

I appreciate that you've misunderstood the intent of the document, but I don't agree at all that this is an inherently misleading format rather than simply a mistake on your part.

Sorry we can't be of more help,

ThePOGG

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