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Casimba Casino - No contact & No further info after requesting withdrawal of big £66,250 win

UNRESOLVED
robbiebirchy2 United Kingdom Message
Posted on October 23, 2018.

Dear Ask Gamblers

I hope you can help with an issue I’m having with Casimba casino.

I opened up an account with them on 7th October 2018 after seeing a welcome bonus offer of 200% upto £5000. I deposited £2500 and after a very short time I won a large amount of £66250 (sixty six thousand two hundred and fifty) This was with the cash part of the funds which according to their own terms it states I can withdraw this immediately and forfeit my bonus.

I did exactly that, withdrew my cash and forfeited the bonus. Then I waited…and waited…and waited… I have not received any emails from Casimba at all explaining the next step. I have contacted them via live chat and the only response I get is that the relevant department will be in touch and to keep an eye on my emails. T this date I have received nothing. The only thing that did happen is after 7 days my withdrawal was reversed back into my casino balance due to the inaction of Casimba casino.

I would appreciate your help in getting these winnings paid out to me, which I won fairly whilst sticking to the terms and conditions laid out.

Thanks

Rob

Posted on October 24, 2018.

Hi ROBBIEBIRCHY2
Thanks for posting this review.

We are here to support you and will help with your case. For this we are going to ask you some questions by private message.

Please read your DMs.

Kind regards,
Casimba Casino

Posted on October 25, 2018.

Hi robbiebirchy2,
Thanks for responding to our DM.

We have already sent it to the relevant department and we are waiting to get a response.

We will work as fast as we can to get you a resolution ASAP.



Kind regards,
Casimba Casino

Posted on October 26, 2018.

Hi robbiebirchy2,
Thanks.

We haven't receive an answer yet. We are going to chase them now.

Please have in mind that they have a Monday to Friday, 9 to pm shift.


Kind regards,
Casimba Casino

Posted on October 26, 2018.

Hi robbiebirchy2,
The department that is dealing with your case have re-escalated the case yesterday, and they are awaiting for feedback.

As soon as we get the response from them we will come back to you immediately.


Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on October 26, 2018.

I await your response with excitement and intrigue as to what the delay is for

Posted on October 29, 2018.

Hi robbiebirchy2,
We hope you are doing OK.

The department that is dealing with your case are still awaiting for feedback.

We will come back to you as soon as we have news from them.


Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on October 29, 2018.

OK. What's the time frame please? I've been waiting nearly a month.

Posted on October 29, 2018.

Hi robbiebirchy2,
Unfortunately, we cant give you an exact time frame.

Our Financial department is open from Monday to Friday, from 9 to 6 pm.
They did contact us over the weekend and we have just talked to them and they are working on your case.

We will came back to you as soon as they contact us.

As an alternative, you can always contact our online customer service team, that are active 24/7.

I hope this helps.


Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on October 29, 2018.

I've tried your customer service on multiple occasions and I receive the same response every time. "We'll email you soon"

Posted on October 29, 2018.

Hi robbiebirchy2,
At the moment we are working on your case.

Rest assured that we will came back to you as soon as we can.


Kind regards,
Casimba Casino

Posted on October 31, 2018.

Hi robbiebirchy2,
We are working on your case at this moment.

We will came back to you this afternoon.


Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on October 31, 2018.

hello Casimba, you said you would come back to me this afternoon. You have not. What is the hold up this time please?

Posted on October 31, 2018.

Hi ROBBIEBIRCHY2
We had to send your details to another department.

Sorry for the delay. We will come back to you as soon as we have news from your case.


Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on October 31, 2018.

I'll look forward to an update tomorrow then. Thanks

robbiebirchy2 United Kingdom Message
Posted on November 1, 2018.

Hello, still waiting on an update? All my withdrawals are still sitting in the pending tab on the site, all still showing reversable which as I understand it means you haven't even started processing them. Every 7 days you keep reversing it back into my account so I have to request the withdrawal again. Here is a list of the transactions:

Date Amount ID Reverse
28/10/2018 21:30 £20,000.00 7965021777
28/10/2018 21:30 £6,250.00 7965021878
28/10/2018 21:30 £20,000.00 7965021866
28/10/2018 21:30 £20,000.00 7965021841

Now can I please have a meaningful update and a realistic time frame? You keep giving false promises and vague answers not actually telling me anything useful. What do you need from me to get this withdrawal started please?

Posted on November 2, 2018.

Hi ROBBIEBIRCHY2
We hope you are doing OK.

Please accept our apologies for taking extra time to answer you back. We do not have access to personal details from here, so we relay on internal teams to come back to us.

We are here to help and for security reasons we are aware that the relevant department will ask you for further documentations in order to resolve your case.


We hope this helps. Please feel free to get back in touch with us, to let us know how it goes or if you need any extra support.

Kind regards,
Casimba Casino

Posted on November 2, 2018.

@Askgamblers, we have sent you an email to proof the above.

Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 2, 2018.

OK thanks for that more meaningful update. I expected I would have to provide documents. The question is when will this request be made?

Posted on November 2, 2018.

Hi ROBBIEBIRCHY2
The requested has been made. You should have been contacted already.Please check your email.

Thanks again.

Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 2, 2018.

Nope I have received nothing in my inbox or junk folder...as usual.

robbiebirchy2 United Kingdom Message
Posted on November 5, 2018.

I've still received nothing from you Casimba. What are you playing at?

Posted on November 5, 2018.

Hi ROBBIEBIRCHY2

We have contacted the department that is dealing with your case. They should be coming back to us shortly. In the meantime, if you feel you need some extra support, please contact our live chat team. They are great and they are always happy to help.

Thanks again.

Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 5, 2018.

Live chat have even less information and have been no help at all in the past so I will await your response. Thanks

Posted on November 5, 2018.

Hi ROBBIEBIRCHY2
Thanks for this information.

We will re contact the department that is dealing with your case and we will came back to you as soon as we have news.

Kind regards,
Casimba Casino

Posted on November 5, 2018.

Hi ROBBIEBIRCHY2

We can confirm that the department that is dealing with your case has sent you an email requesting for additional documentation.

Please let us know how it goes.

Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 7, 2018.

I have sent them the documents requested but I am yet to receive a result. When will I receive my winnings please?

Posted on November 8, 2018.

Hi ROBBIEBIRCHY2
Thanks for sending us this information.

We have contacted the department that is dealing with your case and we can assure you that they will contact you as soon as they have updates on your case.

Thanks again.

Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 8, 2018.

Can you kindly ask them to hurry up please? Once again the balance has been reverted back from pending withdrawal to cash balance as the relevant department have taken over 7 days to get their act together. That is now 4 times I have had to do this! I note tomorrow is Friday and they will again enjoy a weekend off, once again potentially delaying my winnings being paid...can efforts please be made to get my withdrawal processed tomorrow and end this incessant email chain and lack of action from Casimba?

I would certainly appreciate some haste on your part at this point.

AskGamblers
Posted on November 8, 2018.

Dear Casimba Casino,

Please let us know if there's some update regarding this case. AskGamblers Complaints Team believe that 15 days is more than enough for the relevant department to update your player accordingly and start processing payment/s as per your terms and conditions.

Posted on November 9, 2018.

Hi ROBBIEBIRCHY2

We have contacted the department that is dealing with your case and they need more time. Our department always work towards the comfort and protection of our players. If they have requested more time, it is under the premise of protecting you.They will come with updates next week.

We are sorry for the delay.

Thanks again.

Kind regards,
Casimba Casino

Posted on November 9, 2018.

@Askgamblers we have sent you proof.

Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 12, 2018.

Any update please Casimba?

@askgamblers what proof have they sent you? Why is this taking so long?

Thanks

Posted on November 15, 2018.

Hi ROBBIEBIRCHY2

We have contacted the department that is dealing with your case and they have sent you a letter. Have you received it?


Kind regards,
Casimba Casino

Posted on November 15, 2018.

Hi ROBBIEBIRCHY2

We have contacted the department that is dealing with your case and they have sent you a letter. Have you received it? They are waiting for your response.

@Askgamblers, we have sent you proof of the communication.


Kind regards,
Casimba Casino

Posted on November 15, 2018.

Hi ROBBIEBIRCHY2

They sent you an email and they have contacted you through your account with us too.

@Askgamblers, we have sent you proof of the communication.


Kind regards,
Casimba Casino

AskGamblers
Posted on November 19, 2018.

AskGamblers Complaints Team is awaiting Casimba Casino team to provide the required information.

Posted on November 19, 2018.

Hi ROBBIEBIRCHY2

Hi @Askgamblers, we are waiting to get more information from our internal teams.


Kind regards,
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on November 19, 2018.

I have received your email. It goes on and on about some sort of promotional abuse. However, I never used any promotional bonus money I won my winnings with cash! I then forfeited the bonus to withdraw my CASH winnings with NO wagering requirement.

I have attached proof showing the bonus was revoked.

Ask Gamblers, they state they are seizing the winnings and only returning my £2500 deposit. How can they be allowed to act in this rogue manner?

robbiebirchy2 United Kingdom Message
Posted on November 19, 2018.

it wont let me attach the proof, keeps giving me an error, ask gamblers I'm happy to email to you if required and you provide me an email address to do it to?

AskGamblers
Posted on November 20, 2018.

Dear @robbiebirchy2,

Please make sure to send the aforementioned attachments to the AskGamblers Complaints Team via email at suppor­[email protected]­skg­amb­ler­s.com and we will make sure to upload this to your complaint asap.

Thank you for cooperating.

Posted on November 21, 2018.

@Askgamblers, we have sent you an email.

Kind regards,
Casimba Casino

AskGamblers
Posted on November 25, 2018.

AskGamblers Complaints Team requested additional evidence and information from the Casimba Casino team due to that fact we considered the information and proofs they presented so far as not justified enough to confirm the accusations against player.

Posted on November 26, 2018.

Hi AskGamblers!
We sent you an email last 21st of November and we are waiting for your response.

We will resend it to you again today.


Kind regards,
Casimba Casino

AskGamblers
Posted on November 30, 2018.

AskGamblers Complaints Team is awaiting Casimba Casino team to provide the required information.

robbiebirchy2 United Kingdom Message
Posted on November 30, 2018.

I would like note their last email to me states that they would be returning my £2500 deposit and keeping the winnings citing promotional abuse!

They haven't even bothered to do that!!! I'm completely bereft of any confidence in this casino who's words never match their actions.

Extremely disappointing

Posted on December 3, 2018.

Hi ROBBIEBIRCHY2
We can confirm that your deposits were returned to your Casimba account on 14 November 2018.

The team that is dealing with your case can see that you haven't cashed out the funds yet. If you would prefer us to initiate a manual withdrawal, we would be happy to do so in your behalf. You just need to contact us.

We hope this helps.

Thanks

Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on December 3, 2018.

Actually you are wrong, I have requested a withdrawal of the funds, but as per your usual form, you have done nothing with it for 7 days and the money has reverted back into my casino wallet. Your payments team are either lazy or incompetent, I'm genuinely not sure which.

Can you do it manually please? You have had more than enough time to get this sorted out now. @askgamblers, I'm sure you will agree this level of ineptitude is not acceptable when we are talking about thousands of pounds of someone's money. I am completely bereft of any confidence in this casino's ability to do anything they say they will do, as thus far all they have done is take MY money and confiscate MY winnings which were won with cash!!

I sincerely hope people reading this dispute will think twice before using this rogue casino.

@askgamblers, what pressure can you put on this casino please? All this seems to be is a platform for me and Casimba to chat and I'm not sure what your role is here? I'd really appreciate some more support in this matter. Thanks

Posted on December 3, 2018.

Hi ROBBIEBIRCHY2
If you want us to initiate a manual withdrawal, we would be happy to do so in your behalf. You just need to contact us.



Thanks
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on December 3, 2018.

Please re-read my above response. I have already requested you do this manually

Posted on December 3, 2018.

Hi ROBBIEBIRCHY2
You might need to re contact our team. They didn't get any notification from you.


Thanks
Casimba Casino

robbiebirchy2 United Kingdom Message
Posted on December 5, 2018.

You've said you can do it manually, so please do so. You are completely frustrating any effort to get my money back. I will not be logging in to waste more of my time, to request a withdrawal that you will allow to go back to my cash balance after 7 days of you doing NOTHING.

I'm going to submit this whole sorry affair to the gambling commission today as well, see if they have any power to control your cavalier attitude towards keeping customers money.

@askgamblers, I'm still awaiting a response from you as well please about what pressure you can put on this company?

AskGamblers
Posted on December 5, 2018.

Dear Casimba Casino,

Please let us know if there's some update regarding player's payment.

Posted on December 6, 2018.

Hi
Unfortunately, we are still waiting for news.


Thanks for the understanding.
Casimba Casino

Posted on December 6, 2018.

@AskGamblers

We have sent you an email with the proof.


Kind regards,
Casimba Casino

AskGamblers
Posted on December 10, 2018.

AskGamblers Complaints Team is awaiting Casimba Casino team to provide the required information.

AskGamblers
Posted on December 18, 2018.

This complaint has been reopened as per Casimba Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

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