Casimba Casino - プレイヤーのボーナス賞金はキャンセルされました。

Good evening,

I have a problem with the payout at the online casino Casimba. It's about € 5,000

Start info:

Deposit was € 300

Bonus was also € 300

The bonus money was never touched and the € 300 turned into € 5,300

I wanted to pay out € 5,000, but Casimba received a message straight away. See in italics:

"Your account has been found to be in violation of Section 6 of the Welcome Offer Promotional Terms:

Section 6: The maximum allowed stake while using the welcome bonus is € 5. Should you place a higher bet while using the welcome bonus, the casino reserves the right to withhold all winnings. "

However, as I said, the bonus money was never touched while playing and the stake was not played over € 5 per spin.

In order to be able to pay out at all, I had to convert over € 50,000 in the end, which on the one hand cost me almost 2 days and on the other hand the profit was not even paid out, which is therefore very annoying.

Therefore I ask that you support me here, as Casimba has no right to refuse this payment.

I am looking forward to your reply.

Greetings Markus

Guten Abend,

ich habe ein Problem mit der Auszahlung bei dem online Casino Casimba. Es geht um 5.000€

Startinfos:

Einzahlung war 300€

Bonus war auch 300€

Das Bonus Geld wurde nie angerührt und aus den 300€ wurden dann 5.300€

5.000€ wollte ich dann auszahlen, jedoch kam hier direkt eine Nachricht von Casimba. Siehe in Kursiv:

"Es wurde festgestellt, dass Ihr Konto gegen Abschnitt 6 der mit dem Willkommensangebot verbundenen Aktionsbedingungen verstößt:

Abschnitt 6: Der maximal zulässige Einsatz während der Nutzung des Willkommensbonus beträgt 5€. Sollten Sie während der Nutzung des Willkommensbonus einen höheren Einsatz tätigen, behält sich das Casino das Recht vor, alle Gewinne einzubehalten."

Jedoch wurde wie gesagt, das Bonusgeld nie angerührt während des spielens und auch der Einsatz nicht über 5€ gespielt pro Spin.

Um überhaupt auszahlen zu können musste ich am Ende über 50.000€ Umsetzen, was einerseits mich fast 2 Tage gekostet hat und andererseits wurde der Gewinn nicht mal ausgezahlt, was dementsprechend sehr ärgerlich ist.

Deshalb bitte ich darum, dass Sie mich hier unterstützen, da Casimba kein Recht hat diese Auszahlung zu verweigern.

Ich freue mich auf Ihre Rückmeldung.

Gruß Markus

Dear Markus,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.casimba.com/en/promotions/terms :

"Placing single bets in excess of 20% of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met unless otherwise stated. For example, if you received a bonus of €200, then the maximum bet that can be placed is €40. The 20% rule does not apply if the bet size is less than €5;"

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you’ve accidentally increased your bet, and, as a result, you breached the maximum bet rule.

Could you please forward your game history and any relevant communication to my email address: petronela.k@casino.guru? Please specify which exact bonus you have redeemed and confirm that your last deposit, which activated the promotional offer, was $300. Please understand that all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Markus,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good evening,

I have just sent you all the information to your e-mail address.

Greetings Markus

Guten Abend,

ich habe Ihnen gerade alle Infos auf Ihre E-Mailadresse zukommen lassen.

Gruß Markus

Dear Markus,

I have checked your forwarded game history and the Promotional terms for the Welcome bonus, and this is what I found https://www.casimba.com/en/promotions:

„The maximum bet allowed whilst the welcome bonus is in play is €5. Should you bet higher than this while the welcome bonus is in play, we reserve the right to confiscate all winnings."

"A player's total account balance consists of a cash account balance (‘Cash Balance’) and a bonus account balance (‘Bonus Balance’). All sums which you deposit into your account shall be placed in your Cash Balance. Sums which you receive under a bonus for performing particular tasks are paid into your Bonus Balance."

"For any wagers made, the wager is deducted from the player's Cash Balance. If there is no cash available, then the wager is deducted from the Bonus Balance."

Please understand that your bonus is active from the moment it has been redeemed even if, thanks to wagering order, you completed bonus rollover requirements with real money funds only. The maximum allowed bet rule has been breached on 80+ occasions during bonus wagering.

Sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing, to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please understand that breaching the bonus terms led to confiscating the bonus winnings and it is an irreversible process. I am sorry I couldn’t help you more in this case. Please, if there is anything else, we could do for you, do not hesitate to contact us.

After gathering all the information, we are forced to reject your complaint as unjustified.