Karamba - verification issues

Ruling

Declined - This issue is already being reviewed by this casino's ADR. As such we would not take this case on.

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Player's Complaint

In December 2018, I was lucky enough to win £125 using this bookee and have been doing great efforts to get my funds ever since. As part of their verification process, Karamba was requesting a notarised ID and a photo of the card I used to make my initial deposit.

After giving the notarised ID a search on google I came to understand that this in fact will be an expense for me and a quite material one. I have then attempted many times to explain that I am not willing to pay £100 to get this proof, when no other bokees requested it, when my winnings were only amounting £125. Secondly, my card was replaced by my bank for security reasons, and I suggested that I should make another deposit from my current card, so I can then take a picture of this one. This was one of the solutions another bookee gave me, ComeOn, and it sufficed. They have declined my suggestion, asking for a bank statement with my previous card number on it, piece of evidence which my bank refused to provide at the time.

I have then submitted a complaint against Karamba with IBAS, and lucky enough, they managed to wave off the notarised ID (I can provide confirmation email from IBAS). After this, it was all a great effort for me attempting to convince Barclays to issue me a bank statement with my card number on it. Last week, after months of trying, they finally agreed to issue this and excited that it will all come to an end I submitted it with karamba. [Karamba are] stalling paying people’s funds, they emailed me asking for a statement of closure of account, saying that proof of ownership of account is in fact not what they requested. Then, to mess even more with my nerves and patience, they once again brought up the notarised ID again! I can provide emails received from Karamba, requesting proof of ownership of my card where it clearly states ‘if this card was lost, please provide proof of ownership, a bank statement with your card number on it’, which is exactly what I provided last week!! Not to mention that they had the audacity to request me to deposit more money as ‘withdrawals cannot be processed for lost cards’. Many, many so many lies! The lost card is linked to the same bank account my current one is, and other bookees that didn’t ask for pictures of my card, did indeed manage to process my funds.

Unfortunately, IBAS, is very slow in this matter, initially telling me they will only take 12-14 weeks to resolve my case, but they’re replies were always so slow, maybe every two weeks and now this term has long passed. I would really appreciate your assistance in this matter.

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