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Karamba Casino - Withholding payments, troubles with account verification process

RESOLVED
Complaint Info
Disputed casino Karamba Casino
Reason Verification issues
Amount £ 550
phil1418 United Kingdom Message
Posted on November 7, 2018

See below email to Karamba for which as yet no response.
I keep going on live chat asking about the withdrawals and why they aren't being processed only to be told continually that they require a copy of my old bank card (I switched banks months ago so don't have this) or an Account Closure Confirmation Letter (which my old bank seem to be unable to provide (though to be fair I've never heard of them myself beforehand).
Anyways they don't respond to any emails and you can't seemingly get through to the people who are holding the winnings I am due.
Went through all the silly wagering requirements (accepted a bonus in error - WARNING do not accept these unless you want your cash and deposits also subject to these silly wagering requirements).

Hope you can help with the below.

Hi
I am writing in the hope that a bit of common sense could be applied to the proof of ID I have been required to submit?

Long story short I have been asked for the following three items:
1) Driving licence or Passport - I have sent my driving licence and i assume all is okay.
2) Copy of my current account bank account card - As per point one I have sent this also and again assume all is okay.
3) Copy of my old closed account bank account (card ending 2616) - this is where I have the issue.

So point 3 is what I wish to highlight if possible.
Basically this is an old account of mine for which I as a result no longer have the card to send a copy of (As you will be aware it's standard practice if not a requirement to dispose of an old bank card).
So I have instead been asked for an ACCOUNT CLOSURE CONFIRMATION LETTER??

So I left work early on Friday and went into my bank and requested this information accordingly only to be told they were unable to provide me with this. Instead on letter headed paper they printed out my CLOSING statement which clearly states on there that my CLOSING balance is zero (As it would be if the account is closed).
So I sent this instead thinking this would suffice, I cannot think why it wouldn't if I'm honest as it proves it was my account (it states my name clearly) and it shows there is a closing balance of zero (proving the account is closed).
I then have contacted your live chat service only to be told thst you still require this ACCOUNT CLOSURE CONFIRMATION LETTER despite me giving you alternative proof and telling you my old bank were unwilling to give me what you have requested.

I mean what else can i do?

Since then I have also uploaded one of my holiday accounts that clearly shows this old bank card on there (together with my name and email address) as further proof that this card was mine and another account with this card on also.
Basically there can be no doubt that this card ending 2616 was mine as I have now given definitive proof (despite having limited resources) so by you still asking for the document you are requesting cannot be fraud related.

Also on the live chat it was mentioned thst this letter would need to quote my card ending 2616 on it? Now that's a little odd, firstly as any account closure letter would only have the account number (not card number) on it and also your live chat assistant knew it was with the Yorkshire bank without the card number so the card details on the letter ought not to be required anyway.

Ironically I have just been to the doctors today for high blood pressure and the last thing I need is yet further stress.

So I am asking please can you apply a degree of common sense to this if possible?
I've proved that the account was mine via the statement I sent and also the fact that it also states the CLOSING BALANCE proves also that this account had been closed (and has been for months).

To be honest I'm still a little puzzled as to why a copy of my card for my old bank account has been requested in the first place, yet alone still insisted upon this despite proving to you beyond any doubt that this account was mine and nobody else's (so fraud ruled out).

I have now also just uploaded from my credit report file further proof that this Yorkshire Bank has been closed surely this should now finally suffice.

I would be grateful for your early response to the above request for you to process any current and future withdrawals on this account and give me the green light to use this account in full going forwards.

AskGamblers
Posted on November 7, 2018

Dear @phil1418,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

phil1418 United Kingdom Message
Posted on November 7, 2018

The amount is currently £550 but has been more as I have reversed various withdrawals due to the time.
Been nearly two weeks now awaiting for my account to be verified and only had one standard reply yesterday from customer services saying that the Finance team are likely to have a look at the further documents I have uploaded.
Heard nothing since so any withdrawals on there are not going to get processed until I am verified.
Hopefully they will sort soon as no justification for this at all.

phil1418 United Kingdom Message
Posted on November 7, 2018

Wow just had an email from Karamba stating the first of my two withdrawals now been processed.
It's either an incredible coincidence this has happened soon after ASKGAMBLERS contacted them or they have reacted to the case.

Anyways all looking well now but personally has been my worst experience in trying to obtain winnings and i can only hope they learn from it otherwise they risk losing the very customers their marketing campaigns are recruiting.

Finally though least payments on the way!!!

Many thanks

AskGamblers
Posted on November 7, 2018

Dear @phil1418,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

phil1418 United Kingdom
Posted on November 9, 2018

Monies received all resolved many thanks for your help!!!

Paid eventually but shouldn't have been as hard work as it was.

Been frustrating but got there in the end.


Phil

AskGamblers
Posted on November 9, 2018

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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