ThePOGG.com – your source for reliable information about online gambling.


  • Over 2k complaints managed and $2 million returned to players.
  • The largest collection of detailed casino reviews available online.
  • Bonus value reports to tell you how bonuses really compare.
  • Detailed game guides to help you learn to play.

I certify that I am over 18 years of age and I have read and agreed to the:

We respect your privacy and won't share your email address.
[X] Close this form and return to site
Turn geolocation on
Locale settings

Currently viewing:

English in United Kingdom

Karamba - unauthorised transactions

Ruling

Found for the Casino - The player has only requested a single property self-exclusion. The operator have then imposed a license wide exclusion.

Read our Karamba Casino Review.

Player's Complaint

Absolutely disgusting company, transactions of neat 6500 euros made on "my account" which I did not do. Yet they told me my email address and details had been self excluded from one of their sister sites which means that transactions under my details should not have been authorised in the first place. They claimed that the registration details were not the same even though my email, phone and address were stated as being exactly the same. Reporting them to the MGA and have already contacted my lawyer. Will sue them to the ground for breach of their own terms of declining transactions from self excluded accounts. They can say what they want, lets see what the gaming authority has to say.

I would appreciate your help in receiving my funds back as this is not fair.

Read the casino review

5 Responses

ThePOGG
August 1, 2020

Hi bluezaroo - welcome to ThePOGG.com!

As we are the ADR for the N1 Interactive Ltd 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.

Your claim seems to comprise two different aspects.

Firstly as explained in our Complaints FAQs we do not pursue claims relating to unauthorised payments. You need to contact your payment provider and/or local law enforcement to review this type of claim.

Secondly - did you request that your self-exclusion be carried over to all properties on the license? If not self-exclusions at other properties on the MGA license would not apply to other properties on the license.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 12k gambling operator websites for between 24 hours and 5 years.

Thanks,

ThePOGG

bluezaroo
August 1, 2020

In regards to the self exclusion, I had previously self excluded from Slotanza which is operated by the same company as Karamba Aspire Global International LTD.

Now to my knowledge of I am self excluded from a site such as Slotanza I or nobody else should be able to deposit money to any casino under the same operater in this case Aspire Global International LTD.

Yet in this case an account under my email address and phone number and home address which was self excluded from Slotanza was able to deposit a huge sum of money to Karamba, afterwhich only then after the money was deposited I received a call to inform me that a large sum of money was deposited to Karamba and that they would not be refunding me but blocking my account as I am self excluded from Slotanza!

This is a scam as even if you win or lose they will not refund your money as you are self excluded.

So in this case the money should be refunded back to MY card as as self exclusion was in place and they are still keeping my money.

ThePOGG
August 4, 2020

Hi bluezaroo,

As explained previously, self-exclusions on the MGA license only apply to the property they are requested at unless you explicitly ask that they be extended to all properties on the license. Did you make such a request?

Thanks,

ThePOGG

bluezaroo
August 4, 2020

I did not make this request but here is extract from the email they sent to me after money was deposited to Karamba:

"Please note that as we have detected accounts within our network that you have closed under our Responsible Gaming policy, All accounts are now closed for the same period.

It is possible that you were able to register this account by using different details, which is in opposition to our terms and conditions.

During your self exclusion period all your accounts detected by us will be blocked and you will not be allowed to open a new account with us during the self exclusion period. Any new accounts you might attempt to open during your exclusion period will be blocked as soon as detected by us. In the event that you breach your self-exclusion by opening a new account with another brand operated by us, we shall close any such account, and may not be liable to refund you any funds which may have been wagered or won in association with this account".

So in their view accounts that have self exclusions under any of their brands apply to all of their gaming brands, so why would they allow money to be deposited to Karamba under my card and my details only to inform me afterwards that this should not have been allowed and even if a win did occur that I may be ineligible to get it and ineligible to retrieve any money's back at all, so therefore money is basically just being given to them with no chance of receiving it back at all due to the self exclusion.

This is unfair and to be frank it's robbery and criminal activity!

I will not rest until the matter is resolved in my favour.

ThePOGG
August 4, 2020

Hi bluezaroo,

I'm afraid that's not what's being said here. The operator has reviewed your activity and decided that, when viewed alongside a previous self-exclusion on the network, that they need to impost a exclusion. Where the operator imposes an exclusion the license requires that the exclusion be license wide.

To be clear, your self-exclusion request would be brand specific. Their imposed self-exclusion has to be license wide.

All that has happened here is that they have informed you of the new conditions where they imposed the full exclusion.

Sorry we cannot be of more help.

ThePOGG

Leave a Reply

You must be logged in to post a comment.

Agreement

bluezaroo 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

August 1, 2020

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.