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Casimba: [solved] Casino does not pay out my deposits - played with remaining bonus

Topic created on 21st Jan. 2020 | Page: 1 of 2 | Answers: 14 | Views: 3,132
buba2212
Rookie

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 06:21 pm CET#1
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Hello all,

i deposited 20 € in this casino today. Had 0.35 cents as a bonus on it before. I wanted to cancel this before I start playing. But there was no way to do this. So I asked the support, they refused and said it was not allowed.

I should first convert 1600 €. So I gave an example, if I lose the 0.35 cents and I win with my money 300 €, I can not pay this out? Then she showed me the terms and conditions. And then I said, okay I want my 20 € back and close my account. Then I was directed to the VIP support. This showed me also the AGB's and when I said I want my 20 € back, he just went out of the chat.

What can I do? Chat history I have saved

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Kleinkariert
Expert

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 06:27 pm CET#2
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First tell which casino, if it is listed here then let Caro know and ask if something can be done.

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buba2212
Rookie

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 06:31 pm CET#3
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Kleinkariert wrote on 21.01.2020 at 18:27: First tell which casino, if it is listed here then let Caro know and ask if you can do something.

It is the casino Casimba. The only solution I see here is that I have to gamble away the 20 € and never enter this casino again. Or close my account. I can also gladly later attach the chat history here

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Gonzo
Rookie

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 06:41 pm CET#4
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Why don't you play a few rounds of Book of Dead or something? 1 round on 30 cents and then down to 5 lines. Then you are at 0 and can Deposit normally.
The Whitehat casinos use a terrible live support, write them via support@casimba.com and they will resolve this.

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buba2212
Rookie

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 08:58 pm CET#6
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Gonzo wrote on 01/21/2020 at 6:41 pm: Why don't you play a few rounds of Book of Dead or something? 1 round on 30 cents and then down to 5 lines.... Then you're at 0 and can Deposit normally.
Whitehat casinos use terrible live support, write them at support@casimba.com and they will resolve this.

That's what I did, so again for clarification.

Update: So, I played down my €20 and of course lost it all. I went straight to Live Chat afterwards and wanted to close my account. The support person asked why and I listed a few reasons. She then tried to give me a bonus again, although she knew that my problem was exactly with the bonus. She was the one who told me that if I had a win of 300 €, then I could not pay this out. After all, I am supposed to play up to 1600 €. Attached a few excerpts from the chat:

Me: Hello How do I remove the bonus from my account?
Support: Hello and welcome to Casimba Casino Support 🙂
Support: I would be happy to take a look at your account. Can you please give me the following first for Verification: First/last name Date of birth Full residential address with zip code Email Or your pin.
Support: Thank you for replying. Please allow me a moment to look at your account.
Support: Thank you for your patience. I have looked at your account and you still have a current conversion amount of 1685.25 Euro. Unfortunately, according to the terms and conditions of the contest, this bonus cannot be cancelled.
Me: Why?
Support: Please also read: https://www.casimba.com/de-de/promoterms xml-ph-
Me: It can not be that I have this amount. I have a completely different conversion amount. I just want the bonus not on my account. I just want to play with my real money.
Support: Thank you. The current bonus balance in your account is 0.35 Euro. However, the conversion amount from this is a rollover of 48.15. This must be calculated times 35, then you get the current conversion amount.
Me: What if I spend these 35 cents. Is then the bonus canceled?
Support: This has no influence on the conversion amount. By accepting the bonus you have also entered into the terms and conditions of the competition. The resulting conversion amount must be played through. This is done by playing the relevant games.
Me: So let's say I now win €300 with my current money. Does that mean I can't pay it off?
Support: Here is a little explanation again: In order to unlock wins from your bonus, you must first wager the bonus. The bonus turnover starts from the moment you make your first deposit and goes until the moment you reach 35 times your bonus amount. Please note that the turnover is 35 times the bonus + the deposit only for the first deposit. After that, any remaining wins become real money that can be withdrawn.
Me: That means it is not possible? Okay, then I would like my deposited 20 € back and close the account.
Support: Thank you for your information. May I please refer you to Senior Support regarding this matter?

Chat 2:

Support 2: Hi there, welcome to senior support
Me: OK I wanted to not have my bonus anymore, but somehow it seems to be a problem.
Me: I deposited an amount in this casino, but now I want my 20 € back. Because the support told me I cannot cancel the bonus
Support 2: I have looked into your account and I can see your 20 is still in your account, there are at this time only 0.35 in your bonus wallet.
Support 2: Did you play your bonus amount after you made your deposit?
Me: No
Me: It was before
Me: Because the other support told me, that I have to have 1600 € before being able to withdraw it
Support 2: That is correct yes, that is your wagering amount that you still need to playthrough in order to request your withdrawals. You can track this in your My Account section under the tab: 'Wagering/Playthrough' A
Support 2: As soon as you finish your wagering you will be able to start requesting your withdrawals. At this time we will not be able to cancel your deposit.
Me: Yeah therefore I want my 20 euros back
Me: And close the account

After that he did not answer at all.
I tried to close my account after that, but was also ignored:

Me: I want to close my account
Support: Thank you. I understand your frustration very well. Would you allow me to connect you to our senior support? Maybe we can give another bonus if you wish.

Here I declined. Then three minutes later:

Me: Close my account
Support: Thank you. Too bad. I am really sorry that you are so dissatisfied.

After a short discussion:

Support: Thank you for the information. Please give me a moment while I close your account now.

But it then still did not close my account.

After several times my account has now been deleted.

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Spectral
Experienced

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 09:13 pm CET#7
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Huh, what are those bonus conditions.

So I know that you can cancel the bonus itself or, for example, if you only have 50 cents is automatically canceled.

Also again a bonus to turn on, if you want to close the account, is also cheeky

So it all seems really unserious in the casino

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buba2212
Rookie

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 09:34 pm CET#9
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Spectral wrote on 01/21/2020 at 21:33: Wait, did you Deposit the 20 euros even though the bonus was still active and only asked support afterwards?

Yes I know it in casinos that you have the option. That you can simply cancel the bonus. But here it was not. But it was also about the statement and the implementation. That I should convert from 0.35 cents, 1600 €. That is of course impossible. So my 20 € were virtually a gift to the casino.

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Spectral
Experienced

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 09:55 pm CET#10
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Is also not comprehensible for me. How much are you supposed to Deposit there to implement 1600

Maybe Caro can ask again why they handle it so stupidly

Edit: just found in the terms and conditions

5.11

If you do not wish to use a bonus that we have added to your account, you may request that this bonus be removed from your account if no Siel has taken place since you received said bonus.

Does "Siel" perhaps mean deposit? Then unfortunately they are in the right

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Spectral
Experienced

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 10:10 pm CET#11
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Spectral wrote on 21.01.2020 at 21:55: Is also not comprehensible for me. How much are you supposed to Deposit there to implement 1600

Maybe Caro can ask again, why they handle it so stupidly

Edit: just found in the terms and conditions


Does "Siel" perhaps deposit? Then they are unfortunately in the right

Sorry, should probably be called game 🤣

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Dbac79
Elite

[solved] Casino does not pay out my deposits - played with remaining bonus

21st Jan. 2020, at 11:54 pm CET#12
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normally they have to cancel the bonus on request before you make a Deposit, who will deposit money if they are still bound to the "old" 1600 turnover conditions

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