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Karamba - Account closure and funds confescation
Ruling
Resolved - Both the submitting complainant and Karamba Casino have informed us that this issue has been resolved and the player has received their funds.
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Player's Complaint
Hy, I have an account with karamba for almost a year now. I never had any problems with deposits or withdrawals, until 2 weeks ago, when in the morning I had around 1050€ in my account, then a few hours later when I tried to log in I got a message that my accounts is suspended. I was told that this is the reason: We would like to inform you that your account has come to our attention due to discrepancies identified during our regular security checks. And that my account will be closed and my bets voided. I got no explanation about this, what this is supposed to be, but okej they can close my account if they wish. But then when I contacted them to withdraw my money from the account they told me that I have 0€ in my account as all my bets were voided. How can you void the bets that were already settled a week ago, and take the bet and the winnings ? I placed the bets with my own money, with no bonuses or free bets, they were on the matches they offered and with limits they offered, I placed bets from 5 -25€. Now it has been 16 days, I got no emails from them explaining anything or giving any solutions, they just confiscated all of my money and closed my account. You are their ADR listed on their site, they have an MGA licence, and MGA told me to turn to you. Can you please help me in this matter? thank you
2 Responses
Hello, yes I understand the process and I thank you for your help in advance. I hope you can get some answers from them as they are simply ignoring me. Nobody contacted me in 16 days since this happened and I got no explanations of what is the problem for what they are doing. And yes this is the same issue and I hope they all get resolved soon as I have no access to my balance, my account and I can do nothing to get in touch with them or get any explanations. thank you
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Agreement
laurica123 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
September 15, 2021
Hi laurica123 - 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.
This is part of the same issue as your Hopa complaint. We will respond in due course.
Thanks,
ThePOGG