Hello, my name is Georgina. I played at Casimba casino and made two withdrawals.
The first withdrawal of $1000 was approved on the 24th of September 2022 and the second withdrawal was approved on the 29th of September 2022. After five business days from the 24th of September I contacted online support as the funds were not displaying in my bank account. I was told to wait, check again on the 30th of September and to contact support again if funds were not in my bank. I was also told, withdrawals take 2 - 5 business days, this aligns with the information pertaining to withdrawals on their website.
On the 30th of September the funds were still not in my account therefore, I contacted online support. This time I was told, because of the time difference to wait for another 24 hours. After 24 hours the funds were still not in my bank account. I contacted online support again on the 1st of October NZ time. I was then told funds should reflect by the end of the day on the 1st of October GMT time. This did not happen.
On the 2nd of October I contacted online support, this time I was told to allow 10 working days as there might be delays with the bank.
The 3rd of October I was told to allow one more day for funds to reflect in my bank account. If funds were not there, I could provide a bank statement from the 24/09/22 up until the 03/10/22 to show funds were not deposited into my account.
I was also advised to go back to online support on the 4th of October should the funds not be displaying in my bank account. 4th of October, still no funds, I was told to please allow a little more time and my query will be escalated to the accounts department.
6th of October, still no funds, no email from Casimba explaining what the hold up is. I contacted online support, this time I was told the funds were deposited to a card I had used on the 24/06/2020. This was over two years ago, and as stated on the Casimba website, withdrawals will be paid to the same method used to deposit. The only card showing on my Casimba account is the visa I have been using to deposit this year. The card they say they deposited the funds into was for a bank account I no longer have. I changed banks quite some time ago however, I just don't understand why they would deposit to a card that hasn't been used in over two years and is not displayed on my Casimba account.
I contacted my old bank which is ANZ and asked them what would happen if money was deposited into a visa card and bank account that is no longer valid. The bank stated the funds would bounce back to the depositor within 24 to 48 hours. I then told online support what the ANZ bank had told me in regards to the deposit into a closed bank account. I was then asked by Casimba to supply a bank statement from my closed bank account to show these payments were not received and that the card is no longer active. I cannot possibly do that as the bank account is closed, there are no statements as there is no account.
7th of October, I was again asked to wait for the relevant team to give feedback, and to keep an eye on my emails. I have not received any feedback via email.
The last email I received was on the 04/10/22 however, this email was just to tell me they had received my documents. These documents were the screenshots of my ASB bank account which is connected to my visa card. This is the only visa I have used for deposits this year.
