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Karamba - withdrawal issues

Ruling

Resolved - An error has been corrected and this player's deposit has been returned.

Read our Karamba Casino Review.

Player's Complaint

I created an account on this bettting house (karamba.com) to bet on football and deposited 200 BRL. After 2 days betting on sports, I tried to withdraw my money and received a message that I had to spent 7.000 BRL in games in the house to withdraw it. It was a completely lack of honesty because when you create an account, they don't tell you that, but it's in their terms after all, so, after knowing that I wasn't going to receive the money that I earned in the site with sports betting (1200 BRL) I just accepted and contacted the support to receive at least my deposit. So, after 10 minutes of chat, my account was logged out and when I tried to login again received the following message "Your account has been disabled. For more details, please contact our support team". Before they banned me, I told them that I just wanted my deposit back, but they simply ignored and disabled my account. All I want is my deposit back (200 BRL), but I can't even login in my account.

If you look their cash out policy, they say ''Deposits may be withdrawn before a player's wagering requirementes have been fulfilled[...]"

Read the casino review

7 Responses

User icon
thepogg
November 9, 2021

Hi luciencastle - welcome to ThePOGG.com!

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

As we are the ADR for the Aspire 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.

Specifically which term did the operator cite to justify removing your winnings?

Thanks,

ThePOGG

User icon
luciencastle
November 10, 2021

Hello,

That's what they said in the email specifically:

"In regards to your complaint.

We would like to confirm to you, that your bets were cancelled, as explained in email sent 26.09.2021, due to the bets being placed during the goal, which is against our terms and conditions.

We reserve the right to refuse/cancel any bet or part of a bet before the game starts and to make ambiguous bets void, without providing any justification."

I'm upset but this is understandable, my point is that they do not have the right to keep my deposit, it's in their terms that I've the right to withdraw it.

Thank you in advance.

User icon
thepogg
November 10, 2021

Hi luciencastle,

Our understanding is that your deposit will be returned shortly. We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
luciencastle
November 10, 2021

Hi!

Did they say something about it?

Sure, I'll let you know as soon as I get my deposit.

Thanks!

User icon
thepogg
November 17, 2021

Hi luciencastle,

Have you received your funds?

Thanks,

ThePOGG

User icon
luciencastle
November 18, 2021

Hi!

I've just received my funds.

Thank you all!

User icon
thepogg
November 19, 2021

Hi luciencastle,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

luciencastle 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

November 8, 2021

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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.