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Casimba - Lost Withdrawal

GELÖST
Beschwerde-Info
Unseriöses Casino Casimba Spielothek
Grund Verzögerte Auszahlung
Betrag $ 2000
Twisted49 Kanada
Veröffentlicht am 22. Juli 2020

Hello
I am a regular player at Casimba casino my status there is actuallu VIP gold anyway I submitted a withdrawal at the beginning of June it was approved and sent to the bank on the 10th of June 2020. Well I still have not received my withdrawal and all i ever get from the chat folks and my VIP manager is that they are still looking into this. I have emailed them all of the documentation they asked for to prove I have not received my withdrawal . I have been in chat on several occasions and I have spoken to ( via email ) my VIP manager and of course it is always the same thing and then to day when i went to chat my VIP manager basically told me that there was no need for me to go to chat because she was looking into it. First the accts said they were looking into it and now it is the third party platform that needs to find my missing withdrawal of $ 2000.00 canadian according to my VIP manager .What i cannot understand is I did receive two previous withdrawals from them with no problem. as there are many emails I am sending them via email to your support department there will be two emails

Twisted49 Kanada
Veröffentlicht am 24. Juli 2020

okay so Casimba had my bank wrong then they have informed me that they have returned my withdrawal to my player account. Awesome after 6 weeks of waiting they not only had the wrong bank but they are now trying to say that their third party money people cannot wire transfer my money to my bank????? I received a withdrawal in January of this year into my bank account with zero problems. I have emailed them back with 2 other options send, an etransfer to me through my email or send it to my MuchBetter e-wallet.

Veröffentlicht am 27. Juli 2020

Hi TWISTED49,

please allow us to look in to this and get back to you.

Kind regards,
Casimba Casino Team

Twisted49 Kanada
Veröffentlicht am 29. Juli 2020

i apologize for the delay in this .
So i had spoken with my VIP manager and we were trying to come to a resolution as to how i would be able to get my withdrawal sent to me because there seems to be more problems than solutions with their third party payment company. We had dicussed a couple of options and decided on one.
Yesterday I logged into Casimba to just see what was happening with my account and speak with my VIP manager .

I went to chat and had the unfortunate luck of speaking with Emile i did ask to speak with my VIP manager and of course Emile never tried to contact her or just chose to deal with my inquires.

The truth odf the matter is I was trying to get answers without a ton of deatails because I am tired of having to always explain my self in chat.
The follwing is a chat transcipt of this conversation and i will also be adding the follow up letter i emailed Casimba regarding all of this.

Twisted49 Kanada
Veröffentlicht am 29. Juli 2020

i apologize for the delay in this .

So i had spoken with my VIP manager and we were trying to come to a resolution as to how i would be able to get my withdrawal sent to me because there seems to be more problems than solutions with their third party payment company. We had dicussed a couple of options and decided on one.

Yesterday I logged into Casimba to just see what was happening with my account and speak with my VIP manager .


I went to chat and had the unfortunate luck of speaking with Emile i did ask to speak with my VIP manager and of course Emile never tried to contact her or just chose to deal with my inquires.


The truth odf the matter is I was trying to get answers without a ton of deatails because I am tired of having to always explain my self in chat.

The follwing is a chat transcipt of this conversation and i will also be adding the follow up letter i emailed Casimba regarding all of this



Chat started on 28 Jul 2020, 06:03 AM (GMT+0)

(06:03:53) *** Angeleen (twistedsister) joined the chat ***

(06:03:53) Angeleen (twistedsister): account details 1891

(06:04:25) *** Emile joined the chat ***

(06:04:35) Emile: Hi there and welcome to Senior Support.

(06:04:40) Emile: How can I help you today?

(06:04:46) Angeleen (twistedsister): i received an email from accounts

(06:05:18) Angeleen (twistedsister): i sent them copues of my visa debit card which is linked to my accounts here

(06:06:33) Angeleen (twistedsister): They told me to update my payment option myself in my account but I cannot seem to find this

(06:06:45) Angeleen (twistedsister): maybe i am just blind today

(06:07:30) Angeleen (twistedsister): the reason for this is due to the issues regarding my lastest withdrawal

(06:08:27) Angeleen (twistedsister): this needs to be corrected so I can finally get my withdrawal that was supposed to be here 6 weeks ago

(06:09:41) Emile: You welcome to click on My account, click on My details, you welcome to select deposit, should the option be available to you then you welcome to make a minimum deposit and this will activate this method on your account.

(06:10:50) Angeleen (twistedsister): okay this is the problem I currently just need the paymnet info entered so that i can get my withdrawal sent to this card

(06:11:35) Angeleen (twistedsister): and thanks to COVID things are low in my bank acccount

(06:11:55) Angeleen (twistedsister): so can someone please just help me with this

(06:12:42) Angeleen (twistedsister): they neeed the numbers entered so they can then finally send me my withdrawal

(06:13:13) Emile: Apologies for the above, have clicked on withdraw under the My account section to see if this option is available to you?

(06:13:40) Angeleen (twistedsister): If you need to you can contact Chloe my VIP manager

(06:14:18) Angeleen (twistedsister): yes and it still has my bavnking info that they say was refused by my bavn

(06:15:11) Angeleen (twistedsister): i need this entered so it can be registered for my withdrawal

(06:15:12) Emile: Allow me a moment while I have a look at this for you.

(06:15:19) Angeleen (twistedsister): thank you

(06:17:41) Emile: You are most welcome.

(06:22:15) Emile: I am still with you Angeleen.

(06:22:55) Angeleen (twistedsister): i was thinking that you must

(06:27:27) Emile: Will be with you shortly Angeleen.

(06:27:35) Angeleen (twistedsister): ok

(06:30:40) Emile: Thank you so much for holding Angeleen. Kindly note that due to the comments made above we have gone ahead and applied an Operator Exclusion for 6 months across the network.

(06:30:47) Emile: We would like to make you aware of various gambling related organisations such as Gamblers Anonymous (http:­//w­ww.g­am­ble­rsa­non­ymo­us.o­rg­/ga/) or Gambling Therapy (https­://­www.ga­mbl­ing­the­rap­y.org). If you wish to refrain from gambling, we strongly advise you to install gambling website blocking software such as GamBlock: www.gamblock.com Please note that the Samaritans www.samaritans.org provide support 24 hours a day, 365 days a year

(06:31:07) Emile: I will forward your request through to the relevant team for you and once there is any feedback you will be notified via email.

(06:31:38) Angeleen (twistedsister): are you insane i am just telling you because i have not been working

(06:31:51) Angeleen (twistedsister): look i just want my withdrawal plaese

(06:32:38) Angeleen (twistedsister): this is apparently becoming a wow

(06:32:43) Emile: I will have your request sent through to the relevant department for you. As soon as there is any feedback you will be notified via email.

(06:33:03) Angeleen (twistedsister): can i just get speak to chloe please

(06:33:30) Angeleen (twistedsister): ]i am self employed and due to civid it has slowed down

(06:34:45) Angeleen (twistedsister): wow i have never been insulted for telling the truth i was just stating a fact which in all reality is the norm right now

(06:35:29) Angeleen (twistedsister): this has been dragging on for 6 weeks now

(06:35:58) Angeleen (twistedsister): So if I am annoyed I believe that I am alloed to be

(06:36:27) Angeleen (twistedsister): I have never had a casino lose my cashout until here

(06:37:31) Angeleen (twistedsister): and i must tell you i am thoroughly insulted by your assumptions

(06:37:54) Emile: You welcome to contact us again in another 3-4 hours should you wish to chat with Chloe however due to the comment made on this chat we have take the above steps. I will forward your request through to our Accounts Team for you and once there is any feedback you will be notified via email.

(06:39:17) Angeleen (twistedsister): you do not have to do anything i am so upset right now that hey once i receive my withdrawal i will never be back here

(06:39:36) Angeleen (twistedsister): i wanrt an email transcript of this chat

(06:39:39) Angeleen (twistedsister): good day

(06:39:45) *** Angeleen (twistedsister) has rated the chat Bad ***

(06:41:58) Emile: You should be able to request this on your end. Click on the 3 dots, click on email transcript and send to yourself from there.

(06:42:11) Emile: If you do need anything else please feel free to contact us again at anytime.

(06:44:57) *** Angeleen (twistedsister) has rated the chat Bad ***

(06:44:57) *** Angeleen (twistedsister) has commented: where do your support people have the right to assume anything about me when I just want my withdrawal after everything that has been done and now with your chat rep thinking i need an intervention because i just told her the truth because of COVID 19 i am short of funds at this time THEN THE NEXT THING I KNOW I GO FROM PERHAPS FINALLY GETTING MY MISSING WITHDRAWAL TO BEING A GAMBLING ADDICT AND SHE TAKES IT A UPON HERE SELF THAT I NEED AN INTERVENTION I AM ALSO SEND ALL OF THIS TO ASKGAMBLERS Enjoy you day ***

(06:45:57) *** Angeleen (twistedsister) left the chat ***

NAME Angeleen (twistedsister)

EMAIL < email removed >

PHONE —

LOCATION Lloydminster, Alberta, Canada

URL https:­//w­ww.c­as­imb­a.c­om/­en-­ca/­?lo­ggedin

DEPARTMENT WhiteZip

SERVED BY Emile

RATING Bad

COMMENT where do your support people have the right to assume anything about me when I just want my withdrawal after everything that has been done and now with your chat rep thinking i need an intervention because i just told her the truth because of COVID 19 i am short of funds at this time THEN THE NEXT THING I KNOW I GO FROM PERHAPS FINALLY GETTING MY MISSING WITHDRAWAL TO BEING A GAMBLING ADDICT AND SHE TAKES IT A UPON HERE SELF THAT I NEED AN INTERVENTION I AM ALSO SEND ALL OF THIS TO ASKGAMBLERS Enjoy you day

Are you using Zendesk Chat yet? Sign up free today


AND MY LETTER TO CASIMBA IN REGARDS TO THIS

So Now you have blocked me from logging in to my account???????

< full name removed >

Tue, Jul 28, 5:39 PM (18 hours ago)

to Casimba, [email protected], accounts, AskGamblers

What an amazing experience I have had here at your Casino. My lost withdrawal of over 6 weeks is now back in my player account and then when I came into chat to speak with my VIP manager; not only was I not told that she was not available but then while trying to explain something to a chat representative he arbitrally decides that he knows me and proceeds to inform me that I am now being kicked out of Casimba and I have a gambling problem and I need an intervention. I am 50 years old and I have never been treated with this much disdain and utter lack of respect. Your chat representative knows absolutely nothing about me. As a matter of fact, I am almost positive that today was the one and only time that I had the MISFORTUNE of speaking to Emile. Had I been told Chloe was not available I would have tried to explain the circumstances, the situation, the possible solution and why I was asking the first question, to begin with, however, before knowing any of this, Emile who knows absolutely nothing about the situation or me decides that I am just a pain the ass gambling addict and that I need to basically get help and then proceeds to not only block me from Casimba but attack me personally. Wow talk about being made to feel like a piece of shit and that my character is worthless. That is the lowest form of humiliation that has ever been done to me I want to thank you for that.

I also want my winnings ASAP they are mine, I have been trying to get my winnings since the beginning of June and believe me I was not trying to harass you by coming to chat. I was merely seeking answers regarding my missing withdrawal. Well I know where my money is now and after all of this and the personal attack of my character today, I would like my winnings sent to me immediately if this has to be done via certified cheque and in the post i am fine with that. i am unable to access yoiur site or my account so until i have received my money I will be contacing you via email on a regular basis

Angelenn < surname removed >

Twisted49 Kanada
Veröffentlicht am 30. Juli 2020

hello
I have a little more to add to this on going and unbelievable casino


Timothy (Casimba) Jul 30, 2020, 6:04 PM UTC
Dear Angeleen
Thank you for contacting Casino Support.
With regards to your withdrawal issue, the matter has been escalated to the relevant team and they are looking into the matter. They will provide you with feedback as soon as they have it
Should you need any further assistance, we are available via Live Chat or email.
Regards, Casino Support
30/07/2020 Gmail - Casimba [Request no: 1560664] - RE: So Now you have blocked me from logging in to my account???????



and of course they were kind enough to remind that they applied an affilate wide exclusion so i would DO NO FURTHER HARM TO MYSELF. The only harm being done is the fact that this casino has absolutely no idea who I am or what constitutes a gambling addiction nor do they have any right to assume things.

Twisted49 Kanada
Veröffentlicht am 3. August 2020

This is my latest correspondance to Casimba:

My Withdrawal

Well, another week has passed and I am still waiting to receive my previously approved withdrawal for $2000.00 CAD. I have never been so insulted in my life as I was by the way your chat rep treated me and then instead of looking into this entire matter and realizing I had spoken to my VIP manager Chloe about another option for me to get my withdrawal.
All of a sudden I am now just a low life gambling addict. Talk about assumptions and because I was trying to get my withdrawal and before that, it was lost for 6 weeks so because I checked in 2 times a week to enquire about it, I am what, harassing your casino. I was not doing any such thing and had I received better communication, in the beginning, I would not have had to contact you repeatedly.

I am writing this to tell you that I want my withdrawal and I have no intention of waiting for another 6 weeks and I am not going to stop sending messages to you until such time as I have received my money


NICE OF YOU TO BLOCK ME FROM THE SITE AND MY ACCOUNT

AskGamblers
Veröffentlicht am 7. August 2020

Dear Casimba Casino,

Please let us know if there are any updates regarding this ongoing complaint. Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Twisted49 Kanada
Veröffentlicht am 8. August 2020

Good Morning

I am updating this complaint;

I am of course still waiting for them to send my withdrawal, and I am now fed up with the email game of back and forth and as far as I can tell the accounts department at Casimba never answers emails or as I was told by a chat representatives that I must go through them to accounts. What I want to know is why do accounts HIDE behind everyone and not just deal with me.

This is my latest round of back and forth with CASIMBA

Complaints Team (Casimba)

Aug 7, 2020, 10:44 AM UTC

Dear Ms < last name removed >,

We acknowledge receipt of your email dated 3rd August 2020.

Please note that we aim to provide you with a substantive response as soon practically possible and seek to resolve your Complaint within 10 days from the date we receive the Complaint. We shall notify you of any time extensions as part of our initial response.

Regards

Complaints Team

and my reply to them

Angeleen - twistedsister49

Aug 7, 2020, 8:49 PM UTC

Wow? I am shocked that you even answered me.

So here is the other issue. I am still waiting for a withdrawal that was originally approved on JUNE 6, 2020

The third party payer people apparently are to blame for it having been LOST for 6 weeks and Now I want my withdrawal I am tired of waiting for it.

Perhaps you can explain to me what is taking so long I sent the required info 4 days ago and yet still nothing???????????? This has been nothing but a big runaround, and I am tired of it.

believe me I feel that I was more than patient with this process and now with everything else that you have done to me.

I must tell you I have had enough, and I am tired of your accounting department jerking me around.

I WANT MY WITHDRAWAL $2000.00

And their answer to this email.

Complaints Team (Casimba)

Aug 8, 2020, 9:51 AM UTC

Dear Ms < last name removed >

Thank you for your email, as well as the detailed feedback.

We are sorry to hear about your experience, however please do rest assured that we are actively looking into your case and will revert back to you as soon as possible.

Kind Regards

Complaints Team

This casino has many TEAMS, but they are only avoiding the issues I want my withdrawal and at this point I do not care about being blocked from the site

I really do not believe after the way this place has treated me that I would return there

Twisted49 Kanada
Veröffentlicht am 10. August 2020

Good Morning

I of course made sure that Casimba was not dropping the ball on this matter and as usual they are great at passing the buck and telling me to wait. I am sick and tired of waiting HOW HARD CAN IT BE TO SEND MY WITHDRAWAL I SENT THEM THE INFO AS THEY REQUESTED LAST WEEK.

Talk about getting told a new "STORY" every time I have gone to chat

This is their latest reply

Your chat transcript with www.casimba.com (10 Aug 2020, 02:39 PM GMT)

Inbox

Chat Transcript

9:38 AM (1 hour ago)

to me

Chat Transcript with (Visitor)

Chat started on 10 Aug 2020, 02:39 PM (GMT+0)

(02:39:12) *** (Visitor) joined the chat ***

(02:39:12) (Visitor): goodmorning

(02:39:43) *** Caxton joined the chat ***

(02:39:56) (Visitor): i need to speak with accounts or complaints please

(02:40:01) Caxton: Hi there Welcome to casino support

(02:40:06) (Visitor): hello

(02:40:16) (Visitor): < Full name removed >

(02:40:28) (Visitor): ****************

(02:40:42) (Visitor): *********

(02:40:55) (Visitor): **************

(02:41:05) (Visitor): **************

(02:41:41) (Visitor): i want to know when my withdrawal is being sent

(02:42:04) Caxton: Thank you for providing those details, Angeleen. You may contact the casino via email at [email protected] and we can escalate this matter off to the relevant team.

(02:42:27) Caxton: Please provide your email address and mobile number so that I can review your account?

(02:42:37) (Visitor): and I am tired of playing the email game

(02:42:51) (Visitor): this has been on going for 2 months now

(02:43:28) (Visitor): ******­***­***­***­***­**@­gma­il.com

(02:43:40) (Visitor): ******­***­***­***­***­***­******

(02:44:07) Caxton: Thank you for confirming your details, please do hold while I review your casino account. I would like to advise that we currently experiencing high levels on volumes on Live Chat, please do bear with me.

(02:44:21) (Visitor): fine

(02:45:36) Caxton: Thank you for holding, Angeleen. Please confirm your date of birth as well please?

(02:45:49) (Visitor): June 1 1970

(02:48:06) Caxton: Thank you for holding, Angeleen. Kindly allow me to transfer you through to senior support so that you may be better assisted with your query.

(02:48:13) (Visitor): ok

(02:48:18) *** Caxton left the chat ***

(02:48:18) *** Tim joined the chat ***

(02:48:57) Tim: Hi there, Angeleen. I have been following your chat with Caxton and will be assisting you further.

(02:49:10) (Visitor): ok

(02:50:39) (Visitor): So i have heard from complaints and

(02:50:56) Tim: You have received a response?

(02:51:58) (Visitor): no just that they will be resolving my issue of my complaint within 10 days

(02:52:12) (Visitor): However I want my withdrawal

(02:52:18) (Visitor): ASAP

(02:52:27) Tim: Please allow me a moment to look into your account.

(02:53:49) (Visitor): ok

(02:55:57) Tim: Thank you for holding. I do see that a request to have your funds manually withdrawn was escalated and you have been advised on the timeframes for feedback on your request. As your query is currently under review and we are still within the 10 day period, please do allow some time for the relevant department to revert back to you with feedback.

(02:56:34) (Visitor): 10 day period is actually more like 2 months

(02:57:45) Tim: I understand that this can be frustrating. However, your query is still under review and we will need to wait for feedback from the relevant department.

(02:58:58) (Visitor): feedback I cant even get an answer to any of the numerous emails i have sent to accounts

(03:00:41) Tim: As support is not part of the review process, I am only able to advise you to wait for further correspondence from the relevant department.

(03:01:00) (Visitor): ok

(03:02:09) (Visitor): i will be waiting and counting the days

(03:02:27) Tim: Noted, Angeleen.

(03:02:39) (Visitor): great thanks

(03:02:46) Tim: You're most welcome.

(03:12:40) Tim: As there has not been any activity for some time, the chat will be ended by Support. You are welcome to contact us again both here in chat and via email at [email protected] should you have any further questions.

(03:12:45) *** Tim left the chat ***

(03:38:49) *** (Visitor) left the chat ***

AskGamblers
Veröffentlicht am 10. August 2020

Dear @Twisted49,

Intensive usage of Caps Lock is considered yelling online and, therefore, not allowed. Please keep in mind that following all AGCCS Guidelines is mandatory. Also, please mask all your sensitive and personal information prior posting.

To find more on how to use the AskGamblers Casino Complaint Service /AGCCS/, please visit our Knowledge Base.

Veröffentlicht am 10. August 2020

Hi TWISTED49,

please allow me to look in to this again for you as I know our relevant teams were reviewing this recently.
Kind regards,

Casimba Casino Team

Twisted49 Kanada
Veröffentlicht am 11. August 2020

Wow! A reply that means very little to me I have been playing this back and forth email with Casimba since June. I also know that this is the first reply here that has been given in a long while. The problem that I have is that I personally have now spoken to at least 4 different teams! How many teams does it really take to send a withdrawal.
The complaints team contacted me and told me that they will hopefully resolve my complaint in 10 days, which one; the one about them not only blocking me from their site but publicly assuming I am a gambling addict; or the one regarding my withdrawal of my previously approved $2000.

Twisted49 Kanada
Veröffentlicht am 12. August 2020

so this is the latest email I received from Casimba today

Complaints Team (Casimba)

Aug 12, 2020, 4:57 PM UTC

Dear Ms Charpentier,

We reference your recent dispute regarding your withdrawal of CA$2,000.

We apologize for the delay in this regard, and further thank you for your patience and understanding whilst we reviewed the matter.

Kindly note that the funds have been submitted to your account and should clear within 2 - 5 business days.

Regards

Complaints Team

Veröffentlicht am 13. August 2020

Hello TWISTED49

We ask you to kindly be mindful of the complaints and disputes procedure, as outlined in clause 21 of our terms and conditions https:­//w­ww.c­as­imb­a.c­om/­en/­terms

Please note that this matter has been reviewed internally by our Complaints Team and they have since responded to your query.

Should you have any further queries in this respect, we encourage you to respond to the email they sent you, in order to liaise directly with them.

Kind Regards

Casimba Casino

Twisted49 Kanada
Veröffentlicht am 14. August 2020

Hello
Yes I finally received my funds August 13 into my account. I am still blocked from Casimba but that is of no consequence to me at this time. I would like to thank all the dedicated people that work here; at Ask Gamblers for all of your dedication and hard work. It is a good thing that people like you are willing to help people like myself

Again please know that your hard work is greatly appreciated

Thank you

Angeleen

AskGamblers
Veröffentlicht am 14. August 2020

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.