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Karamba - Delaying payout
Ruling
Resolved - After some delays verifying this player's account, Karamba casino have paid the player in full. This issue is considered Resolved.
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Player's Complaint
May 28 won €500 and sent docs Mon 30May - was told numerous times docs been received but still keep messing me around and still not processed. Not responding to emails and 'chat' are just telling me same things few times each day @wait for 48 hrs'
5 Responses
Hi there - have received an email looking for RIB again, they are saying that what i sent wast accepted. I sent an official bank letter with IBAN BIC etc as requested but they will not explain what is wrong with what i have sent !!! I was on to bank and they said that the doc is perfectly fine !!!
Hi Bubbles777,
I've just read through your chat transcripts with Karamba and while I understand your frustration with the delay the operators have been right in what they've told you.
Verification of documents is carried out by a specialised department (fraud prevention/compliance) in ALL online casinos. Live chat support do not have access to this information and cannot approve your documents. Furthermore, while your bank can confirm that the document you sent in is authentic, they cannot stipulate what an online gambling operator will require to meet the fraud prevention aspects of their license.
In other words until such time as you've met the KYC requirements you are not going to get paid and nothing will change that.
To take a guess at what the problem is - from what I can see from what you've sent through the document you've sent to prove your address is a letter from your bank. As a standard online gambling operators will look for a utility bill (gas, electric, phone etc) or a bank STATEMENT.
I would suggest forwarding on one of the above and in the meantime I'll contact the operator and see what I can find out.
Thanks,
ThePOGG
Just sent an email in response. This issue is now resolved, Thank you so so much !!
Hi Bubbles777,
I just want to say a quick thank you for confirming that your issue has been resolved.
All the best,
ThePOGG
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Agreement
Bubbles777 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:
June 2, 2016
Hi Bubbles777 - welcome to ThePOGG.com!
In the first instance I would suggest being a little more patient. All online gambling operators are required to carry out KYC procedures to verify accounts and these can take several days to complete.
Regardless, if you provide me with your username and email address at Karamba casino I'll contact the operator and see what I can find out for you.
Thanks,
ThePOGG