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Karamba - Funds taken away from my account
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.
Read our Karamba Casino Review.
Player's Complaint
I made a 200€ deposit to Karamba and got a 200€ free bet with no restrictions with it. I lost my 200€ and won 620€ with my free bet. Then I ran my 620€ up to about 14000€ with sports betting. I cashed out 150€ a few days before cashing out 2100€. I got my 150€, but with 2100€ cash out Karamba wanted my documents. After receiving and accepting my passport and utility bill they sent an email that my money was won with bonus funds and max that can be won with bonus money is 100€ and 21.10.2121 took 11400€ away from my account with transactions saying "Dormant Expiration". They left 100€ to my account, which is there now. I asked their live chat about it and support person [EDIT] wrote that"Usually there should be no limits with winnings for sports free bets". I have a screen shot of this chat. Max win 100€ is their casino rule, not sports betting. I have never played in their casino.
[EDIT] wrote 21.10 that my case is escalated and I will hear about it soon. I asked once more from their email support about a week ago and got the same reply. I have only done sports betting in Karamba and there is only like 10 bets total in my account. They have done their investigations for two weeks now. I think I wont get a reply, so that is why I am aking for your help in this case. I play poker for a living and sports betting is my somewhat expensive hobby. I have played poker and sports betting in many sites, but this is something that I cannot accept.
Best Regards,
13 Responses
Hi Rokkiukko123,
I'm following-up on the above?
Thanks,
ThePOGG
200€ free sports bet with no restrictions.
I got the bonus because I deposited 200€ and bet that. I lost the 200€ bet but won 620€ with free sports bet with no restrictions and then kept betting with that 620€. Their claim is that max that can be won with 200€ free sports bet is 100€. It does not say that anywhere and it is there casino bonus rule that you can only win 100€ with free bonuses.
Hi Rokkiukko123,
Where did you see this promotion advertised?
Thanks,
ThePOGG
I got an email from Karamba about it. I can still see the bonus in my account history, bonus id 1119766348. Please ask Karamba about it and why did they limit the winnings afterwards. Besides a 200€ free bet with no restrictions but eventually with 100€ max win makes no sence anyway and all their deposit based free sports bets that have come with no restrictions. They told me that my case is escalated and they will get back to me. This was 21.10.2021 so I dont think that they will answer anything to me.
I just asked about this from their live chat and they are claiming that technical department is working on it. How can winning in sports betting can be a techical issue is a question that they did not answer, they just told me that my case is still under investigation when I asked that.
I deleted the email after making the deposit, I didnt think that I would need it later. This kind of thing has never happened before and I have gotten similar free bets from other sites too. You can ask for it from Karamba, these free bets are very common so I think they have sent the same email to many players.
Now a finnish guy from Karamba support called me and said that they will refund the 11400€ that was taken from my account. It has not been refunded yet though.
Hi Rokkiukko123,
The operator has given us the same information. We would appreciate it if you could confirm when you receive your funds.
Thanks,
ThePOGG
They now refunded 14000€, I dont know why. Originally 11400€ was taken from my account. I had one or two pending bets at the time but they lost. Thank you for your help!
Hi Rokkiukko123,
Thanks for letting us know - it is appreciated :)
ThePOGG
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Agreement
Rokkiukko123 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 5, 2021
Hi Rokkiukko123 - 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 bonus did you claim?
Thanks,
ThePOGG