Karamba Casino - プレイヤーのアカウントがロックされ、資金が遅延します。

The casino locked my account to discuss the amounts I’d been depositing as they had increased. This is fair enough, however they have not been in contact with me in over a week despite me emailing daily. I have £600 in my account they are not paying out.

Ive had one email in a week saying to discuss your account please contact live chat as it will be more personal. The issue here is that live chat gets disconnected every single time and I’ve tried multiple times over hours.

i would like my money returning and someone to contact me to discuss unlocking my account.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me the email communication between you and the casino customer support regarding the request for a discussion about your deposits? My email address is veronika.f@casino.guru.
• When was the last time you attempted to contact live chat about this issue?
• Have you passed the full KYC verification at this casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hi,

I will forward you all the emails now.

I have tried every day for the past few days at different times and get disconnected every time from live chat, last try was one hour ago.

I am fully verified.

thanks

Thank you for your emails. Could you kindly clarify why you requested a refund from this casino?

I didn’t ask for a refund. I had an open bet I wanted to cash out but couldn’t because they had locked my account. The bet lost and I asked for my stake back.

I don’t want a refund i just asked about if that was possible.

I want my balance and account opening nothing else.

Also either way my balance I want returning of £600 has nothing to do with the bet I asked about.

still haven’t received my balance and still no communication from karamba

Thank you for your emails.

Have you ever initiated a chargeback for any of your deposits at this or any other online casino through your bank?

Dear Bigdogbella,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru