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Karamba – No methods to cashout, contacted support but still no answers

Ruling

Resolved - The player has confirmed that this issue has been resolved and that they have now confirmed that they have received their funds from Karamba Casino.

Read our Karamba Casino Review.

Player's Complaint

Hello ThePOGG,

I am happy that I've found your website.

At Karamba casino I have no available options to cashout, ecoPayz closed my account upon creating it, Paysafecard doesn't show within available cashout methods even after issued a deposit with it and I received an e-mail telling me that it is not possible to issue payments to credit cards in Canada when I tried to cashout using my credit card.

In the same e-mail I've been advised to choose a different option, ecoPayz or wire transfer so I submitted all documents via the "document upload" section of the website to cashout via wire transfer but I never got any answer.

In chat they are telling that my query is still on pending. I asked if "wire transfer" would be added to my available cashout methods and the person didn't know. I don't know what to do, I would like them to just send me my balance via wire transfer as proposed, but they'll have to do it on their side (cashout my balance and send it without passing by normal website's withdrawal processes), but will they be able to issue the payment via wire transfer ? I've been told in other online casinos that it was impossible to do so for Canadian players.

Here is the e-mail about wire transfer option I received.

---

Dear [EDIT],

We would like to advise you that the cashout of 575.00 CAD has been declined and returned to your player account.

We have been advised that by our processor that in Canada it is no longer possible to issue payments to credit cards. Due to this we have blocked your visa for cashouts.

In order to handle future cashouts you are kindly advised to follow one of the two below options: 1.Request your cashout via Ecopayz after you complete 1 successful deposit with Ecopayz.

2. Request your cashout via Wire Transfer whilst providing us with the details below.

A copy of your ID (Passport or Driver’s License)

Copy of credit cards 8076 and 5672 (you can cover the full number, just leave the last 4 digits, name and expiry date visible)

Bank name -

Branch location [city] -

Full name of player as it appears on his bank account -

Account number -

Transit number - this is the branch code[numeric] -

Institution number - this is the bank code[numeric]-

SWIFT code

Karamba is committed to “CARE”- Customers Are Really Everything. If you have any questions or concerns, we are available 7 days a week. Please do not hesitate to contact the Karamba team, just click on Contact Us.

For your convenience, you can now login to your Karamba account via mobile and upload your documentation via the Document Upload section located in ‘My Account’ -> ‘account details’.

---

It's been a couple of days since I submitted my documents (10+).

Thank you for your time ThePOGG

Read the casino review

9 Responses

ThePOGG
May 23, 2019

Hi adanedhel - welcome to ThePOGG.com!

As we are the ADR for the Apsire Global 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).

– 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.

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

Adanedhel
May 23, 2019

Hello ThePOGG,

I don't want to complain against Karamba, it's a very good an website, I just want to know what will happen. Will I have a wire transfer option to do cashouts in the future ? Will they have to use an non-ordinary way to proceed to a one-time cashout.

I sent a message to the customers support when I uploaded my documents in the past but yesterday I resubmitted a cashout via my credit card, so they know that I still want to do a cashout, I think that they might check out my documents when they will see my cashout request.

Also please note that the e-mail is old, while waiting for an answer I continued to play and now my balance is in the 4 digits.

Thank for the quick answer and for your help I appreciate it very much

Adanedhel
May 23, 2019

,it's a very good website*

Adanedhel
May 23, 2019

I should've resubmitted a cashout request sooner, that was my error, now I'm sure I'll get an answer quickly to my question so I'll wait and check my e-mail, hoping that I'll not receive the same e-mail as before.

ThePOGG
May 24, 2019

Hi Adanedhel,

Whether you consider this a "complaint" or just a bit of a "problem", we're happy to help try and sort it either way.

I'll let you know when we hear from the operator, but hopefully you'll have this fixed before then.

Thanks,

ThePOGG

Adanedhel
May 24, 2019

I got an answer, they will proceed to my cashout next monday and now I can cashout when I want via the "wire transfer" option they added to my cashout methods, that's fantastic.

I'll definitely continue to play on this online casino, now my goal is to climb the VIP ladder to get bonuses on all deposits and various offers.

As I though, I only had to request a second cashout, they verified my documents and resolved my issue in 2 days.

I'll let you know how everything went once they'll have procedeed to the cashout.

ThePOGG
May 28, 2019

Hi Adanedhel,

Thanks for the update! It is very much appreciated!

I'll wait to hear back from you and once you confirm receipt of your funds close this complaints.

ThePOGG

Adanedhel
May 29, 2019

Ok case closed, Karamba deposited my withdrawal in my bank account, and without fees. I got the full amount of my withdrawal.

Thank you for paying attention to my case, as I said I only needed to request the withdrawal a second time and they checked my e-mails, confirmed my documents and immediately proceeded to the withdrawal, their team is very professional and I'm happy that it was on their casino that I won, the process could have been "different" on another casino by seeing the amounts of complaints.

So the error was mine, I submitted my documents without sending notifications and my notification has been to request again the withdrawal.

I won't close the thread now so you can see how that ended.

2 days to proceed to a bank transfer from Malta to Canada, that's amazing.

Thank again

Adanedhel
May 29, 2019

Ok well l can't close it anyway, you have full power I misread your last message.

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Agreement

adanedhel 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:

  • Karamba
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

May 23, 2019