Caribic Casino - Where's my money?

RESOLVED
posted on October 30, 2015.

Hello
I deposit 60 euro and get the welcome bonus on 150%, I had my lucky day of life. Even if i have played casino in many years and lost much much money i won this day. I did not bet higher than 3 euro and i had 2000 in my account and changed games. Suddenly when i swich game i only hade 355 euro in my account. So more 1600 just dissapear. They had live chat and i asked the qusetion, but they did not even answer my qusetion at all. I thin they stoled my money. Big warning for this casino, STAY AWAY

posted on October 30, 2015.

Good evening,
This information and claim itself is not relevant. The issue caused by the technical issue has been resolved, player has received his funds back to his balance in full and within just few hours. I beleive that the language used by this user is unappropriate taking in account all the steps taken by our team, which is always keeping friendly attitude, even in such a situation when player is rather offensive.

Caribic casino managment

posted on October 31, 2015.

The money was put back to my balance and i got this mail to my mail:


Hi Peder,

as promised I am getting back to you regarding your case.

I was able to talk to our technical team and security department and they investigated your case thoroughly, and there was in deed deduction from your balance after you met the wagering requirement of a bonus promotion you have choose upon your deposit. As our General Bonus Terms and Conditions state:

12. Maximum win from a single wager made with the bonus funds is €300, or your account currency equivalent of €300, unless otherwise stated. This limitation does not apply to Progressive Jackpot wins.

Therefore, all the winnings that exceeded this amount where deducted from your account when the transfer from bonus funds to real money balance was made.

We decided that in your case we will lift this condition, and will return all the winnings to your account. The bonus win cap was applied to our promotions when we experienced high number of bonus abusers, but we do not want you to feel like you do not deserve your winnings and therefore we decided to make exception in your case. When you log into your account now, you can see that we have returned 1,615.57 EUR to your real money balance. Hope this closes the case to your full satisfaction. Enjoy and good luck on your favorite slots.

If there is anything else I can do for your do not hesitate to contact us. Caribic Casino Support is here for you 24/7.

Sincerely,
Daniela
Caribic Casino Support


Yesterday i withdraw this money. Now they are going to do a new check. They promised me in the chat that it never takes more than 24 hours. But it still pending and new checks. Now they say that dont can when it will be solved, it just to be patincend even if it take 1 year. There is no time frame.

They lied in the chats many times of many things and dont answer my qusetions in the chat; only get the anser that i need to wait, even if it take long long time.

An account manager called me and asked me to write in this forum that the case is resolved, but i dont do that so long i dont have the money on my bank account

posted on October 31, 2015.

Has also under the day tried to get more information about this. But Michale in the live chat change hes mind all the time with more and more lies is being update. Yesterday they called me and said that i was going to get full paid. Today they Michael in the live chat say that they havent promised me anything, and just clsoing the chat and dont answer on relevant qusetion. It seem that im not going to get any money at all and this seems to be a new SCAM CASINO. Dont never put a single cent here, wait and see

posted on October 31, 2015.

Dear Peder,

First of all I'd like to say thank you for your update(s) even if you were using inappropriate tone and made false - misleading statements about our reputation.

Our goal is to keep Caribic Casino players happy as much as possible by providing the highest level of entertainment.

You have initiated a withdraw at 30/10/2015 - 13:52:04 with that a risk check request has been sent Everymatrix (which is our platform provider).

This is a process we're unable to control. It usually takes between 24-72 hrs to complete on weekdays.

Of course we can provide proofs to AksGamblers staff in case it's needed.

We have already told you this but what did you do? Opened over a dozen of support chats (using inappropriate words with caps of course).

Sum: You will get your nice amount of winnings after we receive the risk check report.

Thank you for your understanding and further cooperation, I hope you'll be able to avoid making false statements about us in the future.

Best regards,
Zsolt V.
CA Manager

posted on October 31, 2015.

First of all. Yesterday you said that everymatrix has started to work with my case. And now they should worked 30 hours with this case. Its not possible that they work so long time for a withdraw. I have asked the qusetion for how long time it can take, and i have asked the same qusetion inte chat 34 times- at last you say that is no time frame. Today you said they was going to control 1 transations and after that you say its the game activity they look into, Why look att game activity when you already have done thet if read your own mail to me. And yesterday your manager called me and said that i was going to be fully paid, but today you say that you havent promised ma anything. Its man lied i think. Never problem to deposit but if you win once there will BIG PROBLEM

posted on October 31, 2015.

Dear Peder,

As I can see I said "It usually takes between 24-72 hrs to complete on weekdays." in my previous answer.
Today is Saturday which is a weekend day.
Our platform provider (everymatrix) is doing its best to process every risk check but we're taélomg about a pretty big company with lots of casinos thats why it take's that long.
I don't know who promised that and who doesn't to you, all I know is that you're going to get your winnings unless everymatrix will found something very unusual (cheating or fraud stuff) about your account.
So if you have not committed fraud or cheating in any way just sit back and relax.

Have a good night!

Best Regards,
Zsolt V.
CA Manager

posted on October 31, 2015.

read your own mail and you see that you already have done a control of my playera activity

posted on November 1, 2015.

Dear Peder,

Okay, let's clear something. Personally, I haven't sent you any email, and if one of my colleague said that he meant just a basic review about your gaming activity and not a risk check for withdrawal request because we cannot do that by our own. We're not certified risk managers and simply just not allowed to do that.
Everymatrix has got it's own risk management department that's why they are doing it.
Summary: Basic player activity review not equals fraud check by professionals.

Best Regards,
Zsolt V.
CA Manager

posted on November 1, 2015.

I can today confirm that all my winnings has arrived to my bank account. Case resolved. Im saitsfield with the service from Caribic casino that helped me as good as possible.

AskGamblers
posted on November 2, 2015.

Based on the player's last post we consider this case as resolved and officially closed.