Complaint #19 Karamba Casino

Declined payment with unjustified reasons

By Kernal87

10 years ago

Message on forum

I can't believe the email I received today.

After depositing £100 on the casino and after wagering 3500 I was able to collect £2431 I was over the moon. I received a email congratulation me and I was so happy the next I went the jewlers and bought a engagement ring for my girlfriend (£3500)

I receive a email today telling me the payment was declined because I had payed roulette? I had won about four hundred on the roulette and then played slots I realised the roulette was not deducting down my wager I tryed to ring the casino and the number wouldn't ring and still won't today.

I wagered the 3500 required and collected 2431. Now the casino saying I have breached the terms and conditions. I feel this is so wrong I deposited £100 to gamble now what there saying is if you go on roulette you can play but you can't win and if you do win you breach your terms and conditions and they won't pay out. If I would of lost the £100 on roulette they would not have refunded me it back I think it's shocking please can you advise.

I am now left skint because I received a email confirming my win and now they have took it away.

Disputed Casino Karamba Casino

Reason Bonus terms violation

Discussion

AskGamblers

• Support Team

10 years ago

Based on all the facts and evidence we got on behalf both parties involved into this complaints case, we came to the following conclusions.

1/ Player deposited 100 GBP and received 100 GBP as a match deposit bonus. Player then went to roulette and won over 900 GBP. Then player move to slots and using big bets player managed to meet the wagering requirements attached to the bonus and requested a withdrawal eventually.

2/ Played then received confirmation and congratulations in an email on behalf Karamba casino which is automatically generated and sent by their system upon each and every request for a withdrawal.

3/ Soon after, player's request for withdrawal has been declined and winnings removed due to violation of not one, but two of the Karamba's terms stated within their Bonus Policy / https://www.karamba.com/bonus-policy/ /. The terms are as follows:

Bets placed on all versions of the following games will not count towards your wagering requirements: Video Poker, Roulette, Quick Play, Hi Lo Fever, Baccarat & 3 Card Poker. If the play bonus is wagered on any of the games mentioned above, we reserve the right to withhold any amount in excess of a player’s original deposit from a player’s withdrawal.

When a bet abuses the betting system – regardless of which game it was placed on – it will not count towards a player’s wagering requirements. If the player placed single bets equal to or greater than €7 or 20 percent of the bonus amount before the wagering requirements for the bonus have been met, we reserve the right to withhold any amount in excess of the player’s original deposit from a player’s withdrawal.

4/ We have been a valid evidence on behalf management of Karamba Casino where it is clearly and unambiguously displayed that player placed multiple bets on games not allowed to be used for wagering with bonus funds as well as bets in excess of teh max amount allowed to stake.

Based on all the above, we consider the actions applied in this particular case by Karamba casino as justified and in a total compliance with their bonus policy and terms.

We would like to remind player that further assistance on this case could be requested by the official regulatory body for Karamba Casino.

The case is now officially closed.

Kernal87

10 years ago

Please see attached prove the email congratulating me was not a automatic email as it also reply to a question I asked.

Karamba Casino

• Representative

10 years ago

Dear Kernal87,

Please understand that many of our emails are triggered automatically, as for example, when a player request a cash out.
I would like also to remind you, that during registration to our brand, we request our players to approve those terms.

Best Regards
Karamba Team

Kernal87

10 years ago

It's working now but when I go on your website and press the ring link it won't ring.

Can you answer my questions about why you emailed me confirming my win?

Karamba Casino Complaint Stats

Resolved 67 / 71

Avg. Amount $2,377

Avg. Complaint Duration 7 days

Avg. Response Time 2 days

Karamba Casino Complaints

See all complaints for this casino

My Account After Bonus Wagering and Withdrawal Request

I deposited £10 at Karamba casino, received the £10 bonus and 250 free spins, and fully met the 35x wagering requirements. My bet sizes ranged between 10p and £3 per spin as per the terms.

I understand that winnings from the free spins were capped at £100, but the other money — the bonus and deposit funds — is not capped. All I had to do was wager it 35 times, which I did in full.

After completing all wagering requirements, I requested a withdrawal of my winnings, which were now real cash. Unexpectedly, Karamba closed my account and refused to pay out, citing “bad faith” without any clear explanation or evidence.

This treatment is unfair and unacceptable. I request Karamba to immediately reinstate my account and process my withdrawal. If this issue is not resolved promptly, I will escalate the matter to the Independent Betting Adjudication Service (IBAS) and the UK Gambling Commission (UKGC) to seek a formal investigation and resolution. Please find the attached files of the bonus offer and transactions and the withdrawal that I have requested and Karamba email they sent me

Thank you for your attention.

Unresolved

£300

Withdrawal 1650

So I’ve been waiting 7 days for them to process my withdrawals but everytime I speak to an operator I’m getting the same answer, that’s I should wait for an email for the relevant team. I’ve verified all my documents but still not reassurance that I’m getting my cash outs! Thought it was a really great site to start let’s just hope they pay up

Resolved

£1,650

Issues with the weekly tournament

Dear Ask Gamblers ,

Where do I start… I could write a book on my constant struggles to make a successful cashout. If I am lucky enough to get my cashouts passed “pending” I will receive confirmation emails that my cash-out requests have been sent for processing. However over and over for nearly a month my money has been sent back into my account. The first time was because I selected too much. The limit was bumped to 20k/month so then I start the whole process over again and then again. I have sent multiple emails and not received any definitive response, usually I’ll get.

“Congratulations on your winnings” “ your cashout has been approved” but it gets declined and goes right back into my account. To add insult to injury, money I won from a tournament is also nowhere to be found with no clear answer to what is going on or when I’ll get my winnings. One day it’s “you will get it tomorrow”, then it’s “next week” or I’m told to just that the relevant department is aware of the issue and to “keep an eye on my inbox.”

I’ve sent another complaint through email today to see if that makes any difference. I’ve exhausted all attempts to get paid money I legitimately won. I’ve met all wagering requirements. I’ve reduced both my cashouts to $9000.00 each hoping maybe being less than $10,000 it will work. That was 6 days ago and still pending.

The tournament is “Drops and Wins”.

It’s the first thing you see they promote it on the main page. I Placed 11th out of 3000+ players. Received a notification that I had won congratulating me. I was so excited. I won 500.0x at C$15.00 bet worth C$7,500.00, in The Weekly Tournament (PrizeMultiplier)# 29# that ended on Aug 31, 2022.

Any help resolving these issues would be greatly appreciated.

Thanks, P

Resolved

$25,500

Delaying withdrawal twice

I made a two withdrawals of £251 each on the 30/4/2021, Total £502

I am a verified customer, the two withdrawals were held in processing for 7 days after numerous e mails to karamba, I eventually received an e mail advising me there was a technical issue and karamba had cancelled the two withdrawals and resubmitted the withdraw as one at £502.

I have waited a further 7 days and it is still in processing , I have e mailed karamba every day but the only answer I receive is the relevant department is looking into this and will email me once they have sorted it

After 14 days I would have thought it would be enough time to give me some information of why it is delayed again

I would appreciate your help with this

Resolved

£502

Withdrawal still pending due to prolonged security check

I won about $7000 on karamba and on April 16th I cashed out $5000 and then on April 18th I cashed out $2000. I sent over my verification documents like the asked. I received an email on April 20th that they processed my withdrawal for $2000. That was great but thought it was weird they processed my $2000 withdrawal before my $5000 since I made the $5000 first. I left it for a day or two. Contacted chat on April 22 regarding why they haven’t processed the withdrawal for $5000 in which I received a response that my account is undergoing a routine security check by the compliance team. I left it, then Friday I contacted them again because it has now been over a week and does not make sense to me that my account is still going through checks when they can process my other withdrawal. Needless to say the customer service rep gave me the same response. When I asked what the routine security check was she said she did not know. How could they not know? I have still not received my withdrawal. I have attached the conversations I’ve had and my withdrawal pending

Resolved

$5,001

Missing withdrawals

To whom it may concern

Here is the proof I still haven't received these 2 withdrawals as if today April 6th 2021.

I have constantly requested that they correct their mistakes.

I have provided them my bank statements from January and February to show them that these 2 withdrawals I did still haven't arrived.

As you can see on the letter from my bank representative it clearly states they made mistakes on these transactions which never arrived in my account.

5hey have had all these documents bank statements 5 letters from my bank representative but still no corrections being done to re-process or re credit my account for the full $702 back to my account.

It has been 3 months now that I have been after them to correct their mistakes but they have constantly used delaying tactics or reescalating my request and coming back saying they were processed correctly but as you can see for yourself they made mistakes otherwise the money would've made it to my account.

< personal information removed >

Resolved

$702

Completed wagering requirements but still unable to request a cashout

I deposited £10 on the 4th jan 2021 and i recieved 25 free spins and a £10 bonus that evening i went on to win a few hundred pounds and completed the £350 wagering requirements so the 5th i went to withdraw but my bonus was still active so i went on the live chat and spoke to gentleman called rolf in the chat i proved i had completed the requirements and it should take a few hours to sort its self out so waited but it was still the same i ve done on line chat more or less every day since the 5th i have wagered more of my winnings and im still gerting told theres a technical hitch i have included screen shots of the chats

Resolved

£738

Withdrawing Money Issue

To whom it may concern,

As it stands, I am not able to talk to customer service as whenever I try to click on the chat button, it does not open the chat for me anymore. I'm not sure whether this is because I have been banned or there is a technical issue. However, this makes me feel uneasy as I can not ask anyone for help, hence why I have come here for help.

The issue at hand is as follows: on 29/12/2020 late night, I had tried withdrawing my money and I was told I could not withdraw unless I have reversed all my bonuses (screenshot provided), therefore I try to remove my bonuses and I am only able to reverse one (screenshot provided). I was given 20 free spins x £0.25 on the Fruity Friends slot and when I tried to use these spins, an error message popped up and I was not able to use them, unfortunately, I was not able to get a screenshot of this as I decided to go to sleep and resolve this problem the next day. So on the 30/12/2020 midday, I get in touch with customer service, and admittedly they helped me to resolve the error on the Fruity Friend slot, however, I do not have a little icon saying '20 free spins' in the bottom left of the slot screen. And it still says I have £5 free games on my bonuses menu. It is now 30/12/2020 late at night and I am not able to talk to customer service as to why I do not have any free spins to use anymore.

I currently have £801.60, and I would like to withdraw this money as soon as possible.

Kind regards,

David < surname removed >

Resolved

£802

Withdrawals still not processed after 4 weeks of waiting

Hi. I have two pending withdrawals with Karamba that I requested on the 21st of October 2020 (£95.00) and 25th of October 2020 (£220.00). I have spoken to multiple agents over their live chat service regarding the delay but both withdrawals remain unprocessed. The first agent I spoke to claimed that they were having issues with PayPal (my chosen method of payment), and the second agent I spoke to said that my withdrawal hadn't been processed because my account was "undergoing a routine security check by our Compliance team". I sent a formal complaint to the company on the 10th of November but they have not acknowledged or responded to this email. When I enquired about this on the 15th of November, again through their live chat feature, the agent apologised and said that he would escalate this complaint and that I would receive a response within the next 48 business hours. I have still not been contacted by Karamba and I am extremely frustrated. I asked the same agent to provide contact details for the company's ADR provider but he refused. I am aware that complaints must go through the company's own complaints procedures prior to contacting their ADR provider, and that they have up to 8 weeks to resolve complaints internally first; however, I am concerned by Karamba's refusal to even acknowledge my formal complaint and that is why I am opening this complaint with the AGCC. As an account holder with Karamba I have a right of withdrawal and it is their responsibility to allow consumers to withdraw their deposit balance at any time and without restriction. I believe that Karamba is currently denying me this right. I hope that they will respond to this complaint with urgency and with the involvement of the AGCC I can finally resolve this ongoing issue.

I have provided a full copy of the Live Chat transcripts below, I also have screenshots of these conversations but I am not sure how to attach these. I can send these via email if necessary?

Thanks,
Aaron.

Karamba
You have reached customer support. Please type your query below and a representative will be with you shortly.

Me: Paypal withdrawal still pending

Oct 28, 10:41 PM

Customer Support Team
Thank you for coming to live chat. Kindly note that we are currently experiencing a high number of queries, therefore there will be delays in receiving assistance as all our Customer Support Agents are currently engaged with other customers. For urgent queries, we'll be with you as soon as we can, alternatively please come back to live chat later. Thank you for your patience.

Kindly note, If your query is related to a pending withdrawal, we are currently processing a very large volume of withdrawal requests which may cause a slight delay in your withdrawal process. We will contact you directly as we
receive updates related to your withdrawal. Thank you in advance for your patience.

Ryan
Welcome to Live Chat, my name is Ryan,how are you today? :) in order to assist you on chat, please can you provide me with your First & Last Name and Username? :)

Me: Aaron (removed) and (removed)

Oct 28, 10:42 PM

Ryan
How may I help you today? :)

Me: I've been waiting on a withdrawal for about a week into my paypal account

Oct 28, 10:44 PM

Ryan
Let me have a look at your account for you :)

Me: Okay

Oct 28, 10:46 PM

Ryan
Please bear with me as we are very busy at the moment

Me: Sure

Oct 28, 10:47 PM

Ryan
thank you Aaron! :)
I can see here that you have a pending withdrawal, Unfortunately we are having some techincal issues with our payment deparment which has caused an unforeseen delay. Our technical team are working hard in order to try and resolve this asap and we are hoping that this is resolved shortly! I will forward your account to the relevant department to try and speed up the process for you. We apologize for any inconvenience caused in this regard.

Me: Appreciated!

Oct 28, 10:52 PM

Ryan
no problem Aaron! :)
Is there anything else i can help you with?

Thank you for coming to live chat. :) Since I have not heard from you for over 3 minutes, I will end this chat in 30 seconds. Please click to chat with us again if we can be of further assistance.

Natalie
Hi and welcome to livechat, my name is Natalie.
I will do my very best to help you.

Thank you for coming to live chat. Since I have not heard from you for over 3 minutes, I will end this chat in 30 seconds. Please click to chat with us again if we can be of further assistance.

4 Nov 2020

Me: Hey

Nov 4, 6:58 PM

Marianna
Hello :) Welcome to the Live Chat , my name is Marianna.

Me: Hi. Can I get an update on pending cashouts please?

Nov 4, 6:58 PM

Marianna
Let me please check it for you :)

Me: Okay

Nov 4, 7:02 PM

Marianna
Thank you :)
Aaron I can see that your account is currently undergoing a routine security check by our Compliance team, this may be what's causing the delay.

For now we thank you for your patience and as soon as there is an update on your account, you will be contacted.

Me: Routine security check meaning what?

Nov 4, 7:06 PM

Marianna
It is our standard procedure , sometimes needs to be done.

Me: I would appreciate a better explanation than this. I have been kept waiting on one of my cashouts for 2 weeks which is supposed to take 0-2 business days. My account has been verified with the relevant documents.

Nov 4, 7:10 PM

Marianna
I am so sorry Aaron!

Me: First I was told there was a problem with Paypal transactions, but only when it comes to cashouts. Your company is withholding funds that do not belong to them.

Nov 4, 7:11 PM

Marianna
As I can see your cashout is under review.

Me: I am aware that it is "pending". But I have had no updates, and your agents have failed to provide a reasonable explanation as to why.

Nov 4, 7:13 PM

Marianna
I am so sorry to hear it.
Thank you for coming to live chat. Since I have not heard from you for over 3 minutes, I will end this chat in 30 seconds. Please click to chat with us again if we can be of further assistance.

Me: So is that your explanation?

Nov 4, 7:17 PM

Andre
Hi! Welcome to chat. My name is Andre, what can I do for you?

Me: I would like an update on pending cashouts.

Nov 4, 7:23 PM

Andre
There is none, I can escalate to have it checked again to make sure though, but there are no news now
The relevant department isnt working at the moment, so earliest youll hear from us is tomorrow
Youll be contacted on email

Me: I would appreciate a reasonable explanation

Nov 4, 7:26 PM

Andre
Thats all I cant give for now, if I had more information, I would give it
Is there anything else I can do?

Me: Okay. I would like you to note that I have logged my conversations with karamba customer support.

Nov 4, 7:28 PM

Andre
Alright no problem, have a good evening Aaron!

Annie
Hello, welcome to chat, my name is Annie! How can I assist you today?)

Annie
Thank you for coming to live chat. Since I have not heard from you for over 3 minutes, I will end this chat in 30 seconds. Please click to chat with us again if we can be of further assistance.

10 Nov 2020

Customer Support
Kindly note that we are currently experiencing an issue with PayPal withdrawals. Our technical team are working on a fast solution. We apologize for the inconvenience caused & thank you in advance for your understanding.

Me: Hi

Nov 10, 7:04 PM

Me: What is your complaints procedure, please?

Nov 10, 7:15 PM

Jonas
Hello welcome to chat! My name is Jonas, how can I assist you? :)
You can do this here with me or send an email with detailed description on the issue

Me: I don't believe you will be able to resolve, I have spoken to customer support previously and my issue is still unresolved. I would appreciate a channel to make an official complaint, would that be through email?

Nov 10, 7:18 PM

Jonas
You can indeed send an email to [email protected]

Me: Thank you

Nov 10, 7:20 PM

Jonas
No problem Aaron. Sorry for the inconvenience here with us
Thank you for coming to live chat. Since I have not heard from you for over 3 minutes, I will end this chat in 30 seconds. Please click to chat with us again if we can be of further assistance.

15 Nov 2020

Hey

Nov 15, 1:09 PM

Oscar
Welcome to Live chat, my name is Oscar, please let me assist you:) How have your day been going so far?:)

Me: Good thanks. Could you please send me the contact details for your ADR provider?

Nov 15, 1:10 PM

Oscar
Give me some time to check this for you please:)

Me: Okay

Nov 15, 1:11 PM

Oscar
thank you
Aaron, could you please be so kind to clarify your complaint?

Me: Sure

Nov 15, 1:15 PM

Oscar
Thank you

Me: I have two pending Paypal withdrawals that I have been waiting about 3 weeks for, I've asked customer support previously about the delay and have been told that it was due to a Paypal issue and then later on that it was because of a security check on my account

Nov 15, 1:17 PM

Oscar
Thank you, Aaron

Me: I recently asked for an email account to send a formal complaint to, which I did last Tuesday, but your complaints team have not responded.

Nov 15, 1:18 PM

Oscar
I completely understand, Aaron

Me: I am aware that the Gambling Comission states that your company has 8 weeks from the date of the complaint to resolve, but they also state that it should respond to any complaints within 3 days, and this has not been done.

Nov 15, 1:19 PM

Oscar
Thank you for the details
I will escalate your complaint to management right away
When did you send your email?

Me: I appreciate this. I sent my email on Tuesday to [email protected]
Could I also have the contact details of the ADR provider?

Nov 15, 1:22 PM

Oscar
I completely understand your frustration, Aaron
Kindly note that we are currently experiencing a high number of queries, therefore there will be delays in receiving assistance
That's why you have been contacted yet

Me: I am aware that the gambling commission states that a company should respond to a formal complaint within 3 working days but as far as I am aware it does not say what to do if a company does not do this.

Nov 15, 1:23 PM

Oscar
I have escalated your complaint to our management with high priority and you will be contacted within next 48 business hours

Me: I appreciate that your company may need more time to deal with a high number of complaints, but if I do not receive a response within a reasonable time then I would like to take this up with an ADR provider to see if they will take up my case.
And thank you for escalating this complaint.

Nov 15, 1:26 PM

Oscar
Yes, this is completely correct
Is there anything else I can help you with at the moment, Aaron?

Me: Is the ADR provider still the POGG.com?

Nov 15, 1:27 PM

Oscar
First your complaint should go through our management
And if you are not satisfied with the result, you will be provided with the ADR details

Me: Yes, I understand. I just want to know in case if I don't receive an answer via email?

Nov 15, 1:29 PM

Oscar
You can come to chat

Me: Okay. Thanks for your time, Oscar.

Nov 15, 1:30 PM

Oscar
Thank you for the understanding and patience:)

Resolved

£315

Unjustly declined €3,000 withdrawal

I received an email with 50% bonus. So i signep up and deposit 200€ to get 100€ Bonus.
After a couple spins i landed a 1000x on 4€ stake.
Completed the wager only on 3 and 4€ stakes on bonanza, wild frames, book of dead, honey Rush and legacy if dead slots.
Did a withdrawal request and the day after i received the email with the decline that i did mistaken the 4€ betting rule, what i absolutely did not.
During the whole wagering i only did 3 and 4€ bets. Contacted live chat, tried to understand where my false is but they couldnt help me.
So i tried the mobile number on the website which also couldnt help me.
At least the support via email wrote me, that they have checked my betting history again and nothing has changed.
I wanted to know where and when i did false the 4€ rule but they couldnt tell me.
I also checked my betting history on the website. Theres no more than 4€ bets during the wagering.
Hope you guys can help me with this problem

Resolved