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Casimba - Whitedraw bonus

Ruling

Found for the Casino - While Casimba were right to take action to close this player's account, the player was still entitled to a refund of a further €1k due to the bonus contract.

Read our Casimba Casino Review

Player's Complaint

hello, I have a problem with Casimba. it is here in a deposit of 1000 euros where I got a bonus that I have wasted all that money and now I did a new outage of 2000 with which I won money. they didn't want to pay because 3.30 had bonus money left. I didn't think about that, but in the 2000 failure I didn't have a bonus at all. they do not want to pay because there was a tiny bit of money on it to be 3.30 to be exact from an old deposit. can you help me. they soon gave me a block and returned 2000. that is not enough. has yet to get 5800. regards [EDIT]

Read the casino review

8 Responses

User icon
ThePOGG
September 10, 2019

Hi platox - welcome to ThePOGG.com!

As we are the ADR for the White Hat Gaming 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).

https://thepogg.com/terms-of-use-for-dispute-resolution-service/

– 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

User icon
ThePOGG
October 11, 2019

Hi platox,

I've discussed this issue at length with both Casimba and the MGA.

The timeline of events is that you deposited 1000 and received a 500 bonus. While you did play this down, you left 3.30 in your account, meaning that you still had bonus funds that were associated with the bonus terms. You then deposited 2000. While playing with this, but before completing the wagering requirements that had carried over from your bonus, you made some comments on Live Chat that indicated there may be addiction issues and the operator rightly acted on these and closed your account.

Unfortunately in this type of situation, where an account has to be excluded mid way through promotional terms, as the promotional terms have been met there is no possibility of the terms being met. As such the bonus and any winnings associated with it expire leaving only the remaining deposited funds to be returned. We cannot contest winnings for you in this situation.

However, at present time only 2000 has been refunded, but a total of 3000 was deposited during the promotional interaction - 1000 to trigger the bonus and a further 2000 that the bonus carried over onto. As such Casimba will be refunding the original 1000.

If you could please inform us when you receive your funds.

Thanks,

ThePOGG

User icon
platox
October 17, 2019

Well at least it's something. just did not receive the money

User icon
ThePOGG
October 25, 2019

Hi platox,

Have you received your funds?

Thanks,

ThePOGG

User icon
platox
October 25, 2019

Hello the pogg,

I havent received the funds yet unfortunately.

Platox

User icon
ThePOGG
November 5, 2019

Hi platox,

Casimba inform us this payment was made on the 29th of October. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
platox
November 6, 2019

Hello, yes i have it thanks

User icon
ThePOGG
November 8, 2019

Hi platox,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

platox 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:

  • Casimba
  • Malta Gaming Authority
  • Curacao eGaming
  • United Kingdom Gambling Commission
  • Imperium Network Solutions Limited

September 10, 2019

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