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Casimba - Confiscated Winnings

Ruling

Found for the Casino - This player had delayed the completion of bonus rounds in a manner that results in their bonus wagering requirement being incorrectly voided and in breach of bonus terms and conditions.

Read our Casimba Casino Review.

Player's Complaint

Winnings were confiscated due to Clause 8, bet exceeding $5.

I dispute this as I was told by live chat I could use cash balance exceeding $5 while bonus was on the account, aslong as funds were available in cash first.

I obtained some features on multiple games and exited the game and when funds were 0 re opened these games and recieved winnings. Some call this a bonus hunt.

Funds were then distributed accordingly to cash and bonus credit. I returned to lobby and seen my cash and bonus credit available and then brought a feature on a game called mental for $16. This is where the casino are saying I have broken the rules and not followed the terms and conditions.

I always ensure I follow wagering requirements properly and check the amounts displayed in cash and bonus.

I feel this is truly unfair they have confiscated the entirety.

I hope this makes sense and I hope you can help me please. Kind Regards,

Read the casino review

3 Responses

User icon
thepogg
April 30, 2022

Hi tumeke008 - 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 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.

Sadly there is nothing that we can do to assist you in this matter. Casimba carry the following bonus term:

"2.2

We reserve the right to review transaction records and logs from time to time, for any reason whatsoever. You hereby consent in advance to same. If, upon such a review, it appears that you are participating, or attempting to participate, in strategies that we, in our sole discretion deem to be (i) promotional abuse; and/or (ii) irregular playing; we reserve the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your access to the Website and/or block your account. PLEASE NOTE that in such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

2.3

“Irregular play” includes, but is not limited to, any one of the following types of play:

Delayed winnings, for example, "free spin" or "bonus" features initiated with bonus or cash funds, then the Player steps out of the free bonus or bonus round, and then completes at a later time for example, after the bonus has been wagered; "

What you are referring to as a "bonus hunt" is a practice that is specifically intended to misrepresent to the wagering tracking system that your balance has reached zero - consequently voiding any remaining wagering requirement - when in fact you have winning rounds that you simply haven't collected. Applying this strategy when playing with bonus funds will create issues for you regardless of where you play.

Given the clear violation of bonus terms, the operator are within their rights to consider the bonus contract void and reset both parties to pre-contract positions.

Sorry we could not be of further help.

ThePOGG

User icon
tumeke008
April 30, 2022

Hi Pogg,

Thank you so much for your insite and prompt response.

The way I played was not a strategy and also didnt alter anything in regards to wagering, but I do see what you mean.

I thought I'd try this out as many many online streamers do this for entertainment purposes, but also never have any issues during withdrawal process.

Also my balance did eventually go to Zero after this game play.

I then was award 50 free spins on the game Book of Dead as part of the original bonus which I had saved until the end. I then received a small winnings of less then $10 and wagered this completely correctly. (No bonus buys or over $5) and this is where my win streak began.

User icon
thepogg
May 7, 2022

Hi tumeke008,

You should feel free to engage this type of practice when playing only with deposited funds. But if you do this while playing with a bonus it does directly impact the wagering and will almost certainly result in you experiencing issues cashing out.

Thanks,

ThePOGG

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Agreement

tumeke008 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
  • United Kingdom Gambling Commission
  • Malta Gaming Authority
  • Curacao
  • Imperium Network Solutions Limited

April 30, 2022

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