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Simba Games - Account locked, £1500 blocked

hgtclark08 United Kingdom
posted on June 24, 2015.

It started about a week ago, I won £2000, withdraw. Woke up to find my withdrawal had been cancelled and the money list. Thinking maybe it was my son. I contacted Simba Games, and made my case. Admitted I thought it was my son. I took this as a learning curve and didn't leave my account open again.

I won another £1500, and withdraw again. And went to bed. I have woken up to find I can't access my account. Password won't work and trying to reset my password, it tells me my email isn't valid

posted on June 28, 2015.


Simba Games support works around the clock to settle these matters and they are looking into it. Please provide user name so we can assist you better to resolve this issue.

Prime Gaming

hgtclark08 United Kingdom
posted on June 28, 2015.


I will also state, despite having spoke to CS on a few occasions regarding this matter, They tell me, that I should keep my account details safe, and they are not liable for it. Ignoring the fact I can't actually access my account.

And to make matters worse, after the first time I spoke to them, and had lost £2000, I actually got laughed at regarding the matter

posted on July 2, 2015.

According to our records, on 16/6/2015 we received the first notification from the player that he had left his account unattended and as a consequence his withdrawal had been cancelled and the funds played.
The player then came back on 24/6/2015 claiming that the same instance as above happened again, this time saying that he no longer had any further access to the account claiming that he doesn't even know if he has funds in it.

It is important to note that the process of changing access details (changing/resetting password), considering that the Username cannot be edited, can be either:
1.Through the client after the user already has successfully logged in (meaning that he would also need to know the old password in order to change it).
2. Using the password reminder where the user is prompted to answer a secret question that was submitted during the registration process prior to making any change to the password (i.e. only the original account holder can know the answer to the secret question).

From our end, we can see that the password wasn't changed so it makes us wonder how the user claimed that he can no longer access his account even though none of the login details have changed.

Once again there was no indication on the account of a breach nor unusual activity and as such, we can only advised the player as per our terms as the facts between the two instances were exactly the same.

The casino cannot be held liable given that any access to the player’s account with the correct user-name and password is always considered by us as valid.
This is also stated extensively in our terms which can be found here under the “User Account” section.

Upon receiving the player’s notification, the necessary restrictions were immediately placed in accordance with our terms of use to prevent further deposits or withdrawals from the account.
With regards to mocking the player, unfortunately the player is using a portion of the text out of context. The operator was replying to him on a previous statement which made him believe that the operator was making fun of him. This was fully clarified by the operator who apologized as can be seen by the actual chat transcript attached.

I hope that this has clarified the matter, please let me know if you require further information.

Prime Gaming

posted on July 6, 2015.

Is this complaint resolved, can we close it? Thank you.

posted on July 8, 2015.

Our complaints team has just been provided with an undisputed evidence on behalf Simba Games casino management which clearly show that withdrawal cancellations came from the same IP&MAC address as the one used for playing sessions. A fact which we consider as suffice enough to conclude that obviously these withdrawal requests and subsequent reversals came from one and the same device and casino cannot and should not be held liable for this occurrence. Each and every player is obliged to keep their login details safe and secure from an unauthorized access, including but not limited when it comes to player's own family members.

We consider this case as resolved and it is now officially closed.