Refusal to pay winnings, incorrect implementation of clause 13

I am filing this complaint against Casimba Casino regarding a withdrawal requested on Wednesday, 18th March.

Since making this request, I have complied with all KYC requirements, yet I have been subjected to a series of conflicting timeframes and broken promises by the support team:

Initial Promise: Upon submitting my documents, I was told verification and withdrawal would take 24-48 hours.

The "Monday" Deadline: When that timeframe passed, I contacted support again. They apologised for the delay and told me to "give them until Monday," stating that this would be "more than enough time" to have it sorted.

Third Extension: When I followed up on Monday and the funds still hadn't moved, support moved the goalposts again, claiming it would be another 24-48 hours.

It has now been over a week since my initial request. My account is fully compliant, yet the casino continues to reset their own deadlines. Furthermore, my attempts to get a straight answer via Live Chat frequently result in being abruptly disconnected or kicked off the platform by agents.

I have acted in good faith and met all requirements. I request that Casimba stop these stalling tactics, verify my documents immediately, and release my funds.

Casimba have not processed two out of three withdrawals requested in September 2022. After several requests for my withdrawals to be processed and constant excuses by Casimba as to why my payments have not been processed, my account with a credit balance of $16,000.00 (excluding the pending withdrawals still to be received) was locked in November. Casimba continued with excuses and requests for documents already held and provided several times, with no "time limit" given for anything to be fully investigated or when any dates are considered in any complaint process.

I believe withdrawals outstanding since September is long enough to wait. No further contact has been provided by Casimba once I closed every single request I could think of so there was nothing left they could request before processing my payments and unlocking my account. My account remains locked with no reason or response why now, given the "reason" apparently for payments not being processed was satisfied a while back as it "related" to a change of email, and apparently I could not be identified due to the change of email despite being identified many times since that change was made months before September when the first lot of withdrawals were not processed. No response has been received since 06.12.22 when documentation was requested again for information already held, which was provided on 07.12.22 as well as an attempt to shut down further requests and avoid payment to me and unlocking my account after over 50 emails have been exchanged which include Casimba errors of information, various request numbers created, payments not received and then the locking of my account. Time frames set out in Casimba's terms and conditions have not been met (understatement). Casimba appear to not want to pay me what they owe me, being NZD$18,000.00.

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.

21.05.22: I took a 4000EUR withdraw on Casimba.

01.06.22: Casimba asked me for some bank details. I got a response few days after that they needed some more informations about the bank. I did send all the informations in right away. Then Casimba wrote me this text back:

The documentation you have provided us with has now been escalated to our finance team for the purpose of processing the funds you have requested.

We would like to thank you for your continued patience and kindly ask that you allow some time for the aforementioned funds to be processed via the newly introduced method of payment...

Since that last response (1 month) have I asked for a status update 3 times, with no answer...

The livechat support is just telling meg to be patient...

I have made a withdrawal totalling £300 which hasn’t been paid 4 weeks down the line I am still awaiting for my payment. Multiple times I have got in contact to be told the same thing every time. I need the ARN numbers which they are obviously refusing to give me as it’s been 3 weeks since I have requested them. Customer service always says the same thing.

I need help to resolve this issue

On September 12, I received approval for my withdrawal of NOK 4,500 from Casimba. The only withdrawal method was bank transfer. Today, six weeks later, I still have not received the money. Casimba has received documentation from me that the money has not been received, which they have also confirmed received. But nothing happens. I do not receive any updates on the case. I ask every week what the status of my case is, and the only thing they answer each time is: "The case is being investigated between the payment provider and the bank. We will update you as soon as we know something". There will never be new updates. Will they say that this is not actually being worked on?

Since I do not receive updates. It has been several weeks now. During the same period, I have made withdrawals from other casinos, and this money is in the account within five days. Why is it so difficult at Casimba? Which payment provider do they use? And is this postponement without updates, something they do on purpose, to hope that the customer gets bored and does not care about the money? What more can I do?

Hi, AskGamblers.

I have a 640$ accepted withdrawal dated MAY 27th with Casimba. I got an email confirmation that my withdrawal has been accepted and give 2 to 5 business days for my withdrawal to appear on my bank account. Its been 5 days now and yet I haven't get my withdrawal yet. Customer service keeps saying they gonna investigate but it taking too much time for them to resolve this issue.