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Karamba - non-payment

Ruling

Resolved - The submitting complainant has informed us that this issue has been resolved and that they have received their funds.

Read our Karamba Casino Review.

Player's Complaint

I made a 130€ deposit and I recieved a 130€ casino bonus I didn't even ask for.. Anyways, I placed a sports bet with my 130€and in the meantime I played my bonus balance and LOST it all. I won the sports bet and my real balance was 370€.

Afterwards I played Crazy Time in the casino and my REAL balance jumped to 666€ but when I tried to cash out it said that I still had to wager 4550€ more. (??)After talking on the live chat with a representative at first she told me that I NEED TO WAGER 4550€ WITH MY REAL BALANCE even though the bonus balance didn't exist anymore.

After a couple of minutes, a colleague told me that THE WINNINGS ARE GOING TO BE TAKEN FROM MY REAL BALANCE, even though NOT even 0.01€ of my bonus balance was connected to me winning 666€. He came up with the worst excuses like "you shouldn't have accepted the bonus" (I didn't even see the choice when I deposited), "you broke the bonus rules because you placed a sports bet" (it was my OWN money and my most winnings were gained at the casino). It's incredible that sites with such a nonsense [EDIT] policy is even allowed to operate.

I know that I am entitled to get the full 666€ but realistically I don t think that will happen because the casino's word will always be more powerful and valuable to you than the customers'. :(

However, if you can't help me get the 666€, please help with my 130€ initial deposit because that I am entitled to get back unconditionally.

I read a lot of reviews online and people's money [EDIT] and I am scared that might happen to me. I want to mention that I asked them to close my account and now I don t have access anymore to it and I didn t get any confirmation about the transaction.

Thank you for your time and I am waiting for a feedback.

Read the casino review

5 Responses

thepogg
June 27, 2021

Hi radbz2 - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

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.

Bonus terms and conditions apply from the point that the bonus is added to your account until the point where the requirements are met. Whether the funds being bet are deposited funds or bonus funds is irrelevant unless there is a specific exclusion in the bonus agreement stating that the restrictions do not apply to wagers placed with deposited funds.

That being the case, your bets would have breached the bonus terms and as such the operator would be within their rights to consider the bonus contract void and reset both parties to pre-contract conditions.

We will however make inquiries with the operator regarding specifically how you came to opt-in to this promotion.

Thanks,

ThePOGG

radbz2
June 30, 2021

Greetings,

Thank you for the reply. I want to tell you however that I am still having big problems with getting my money back. After going back and forth with them via email they first asked me to provide them with a proof of deposit and I sent a bank statement. It was accepted and I got an email saying that my documents were processed.

I want to mention that their customer service is so poor that I had to tell them several times that I cannot access my account after their email stated that I need to log in to upload the documents because they might not be processed through email.

Now, after several days, I get an email with the same starting line ("Please Do NOT attach files or documents to your email replies, otherwise unfortunately they may not be processed. Please instead access your “My Account” and use the Document Upload Feature.") asking that I upload a picture with proof of identity, then with me holding my ID card and proof of address.

I am completely sickened by their attitude towards me and this case because I see plenty of red flags:

There is a lot of miscommunication and self-contradictory statements. At first, after days of not hearing from them I get an email asking me ONLY for my bank deposit proof. **It seems logical because when I opened my account I VERIFIED my identity and age via iDEAL bank service.** Now, after almost another week they send me this email asking for my ID documents.

Also, according to them, this is not a withdrawal, it is a REFUND, because they invalidated my winnings and are just going to send my deposit back, or am I not right??

I deeply refuse to send my personal documents to these crooks because my account is not valid anymore, that is just a refund of my deposit, and my age and identity were verified with iDEAL... It is clear that they are just trying to waste my time and hold my money in their accounts, and I legitimately do not feel safe giving them access to my ID documents.

If you think that it is acceptable of them to ask me for my ID documents after weeks of going back and forth and in the other circumstances I mentioned above, and not even refund me my initial deposit, then I guess don't bother with my case anymore.. I am losing more and more hope that I will get my money back after seeing this many cases of people not getting theirs.

However if you could help me whatsoever, I would greatly appreciate.

Thank you.

thepogg
July 4, 2021

Hi radbz2,

The operator is required to verify the identity of any player they are processing payments to. You will need to comply with the verification process before we can assist you further.

Once you have done so let us know.

Thanks,

ThePOGG

radbz2
July 8, 2021

I just recieved my money back. You can close my case.

Thanks for everything.

thepogg
July 11, 2021

Hi radbz2,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

radbz2 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
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Aspire Global International Ltd

June 17, 2021

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.