Casimba Casino - El jugador tiene dificultades para retirar sus ganancias.

I requested the withdrawal almost two months ago, I sent everything requested, and they do not even explain what happened. My account is still pending withdrawal and they inform me that they have already done it ,,, are they false casino excuses?

Solicité el retiro hace casi dos meses, envié todo lo solicitado, y ni siquiera me explican qué es lo que pasó. En mi cuenta figura aún como pendiente de retiro y me informan que ya lo hicieron,,,son excusas de casino falso?

Dear Ricardo,

Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. Could you, please, confirm that this was your first attempt for a withdrawal? Did you complete KYC verification successfully in the past? I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

I made a single withdrawal request on May 8, and from there excuses began to follow. I sent the documentation they asked for and lately they already told me that the transfer had been completed. My bank never confirmed it to me. I asked for a copy of the transfer receipt and I am still waiting for it.

I hope you can help me

Thank you

Hice un único pedido de retiro el 8 de mayo y a partir de ahí empezaron a sucederse las excusas. Envié la documentación que me pedían y últimamente ya me comentaban que la transferencia se había concretado. Mi banco nunca me lo confirmó. Pedí copia del comprobante de envío de la transferencia y todavía lo estoy esperando.

Espero que Uds me puedan ayudar

Gracias

Thank you very much Ricardo for your reply. I will now transfer your complaint to my colleague Zuzana who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Ricardo,

I am very sorry to hear about your withdrawal problem. 

In this case, I would invite Casimba Casino to join this conversation. I would like to ask how does the situation with Ricardo's withdrawal look like?

Thank you for taking care and Casimba deigns to answer, but except for a miracle, I believe that this small robbery is already accomplished. I can't find any valid explanation for the situation. I hope Susana can solve something

Gracias por ocuparse y que Casimba se digne responder, pero salvo un milagro, creo que este pequeño robo ya está consumado. No encuentro ninguna explicación valedera a la situación. Ojalá Susana puedas resolver algo

We would like to ask the Casimba Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I don't think they can solve anything, because they are very cheeky. I thought you guys could offer some more pressure. In the end I opted to have my money returned to my casino account because it was impossible to be reasonable with them anymore. They are true thieves. I will lose what they give me back (they don't even know if they will) and I will forget about this game option. Too bad because in times of pandemic it is reasonable entertainment.

No creo que puedan resolver nada, pues son muy caraduras. Creí que ustedes podían ofrecer algo más de presión.Al final opté por que me devuelvan el dinero a mi cuenta del casino porque ya era imposible ser razonable con ellos. Son verdaderos ladrones. Perderé lo que me devuelvan ( que incluso no saben si lo van a hacer ) y me olvidaré de esta opción de juego. Lástima porque en épocas de pandemia es un entretenimiento razonable.

In case you are interested, I tell you that you do not even want to credit my bank account with MY MONEY. May I receive some opinion from you, who theoretically are dedicated to mediating and solving problems with casinos?

Por si les interesa, les comento que ni siquiera quieren acreditar en mi cuenta del banco MI DINERO. Puedo recibir alguna opinión de parte de ustedes, que teóricamente se dedican a intermediar y solucionar problemas con los casinos?

In the previous message, where it says bank account must say the casino ...

En el mensaje anterior, donde dice cuenta del banco debe decir del casino...

Hello Ricardo,

Thank you for your review and we are sorry to hear about your experience.

We have had the matter reviewed by our Accounts Team, who confirmed that we attempted to pay your withdrawal on 8th May 2020, having followed up on said transaction with the payment provider, it turns out that the transaction failed.

That being said, we are pleased to confirm that we successfully re-processed the withdrawal on 3rd July 2020, our Accounts Team have also confirmed that they have since been in contact with you to advise.

Although this matter extended beyond our control, we are sorry that you have had this experience and apologise for any inconvenience or frustration caused as a result thereof.

Kind Regards

Casimba Casino

Thank you for the update.

Dear Ricardo, could you please confirmed here once you receive your withdrawal. Hopefully, we can close this complaint soon.

Still without news to date ... do you think they will comply?

Aún sin novedades a la fecha...uds creen que cumplirán?

Dear Ricardo,

I would suggest you to wait one more week as the payment can sometimes take longer for many reasons. Please stay patient and give us the update. Hopefully, this will be solved soon. 

Hello Ricardo,

We encourage you to refer to the email from our Accounts Team dated 6th July 2020.

Please do allow some time for the payment to clear, as Zuzana advised.

Should you have any further concerns/ queries in this regard, please do feel free to respond to the email they sent.

Kind Regards

Casimba Casino

We will wait until Monday because it will be 5 business days ... likewise, and not to repeat mistakes, I would like to know what happened so that it took so long to solve an issue that could take minutes to solve. But two months ...

I also appreciate your willingness to always respond ...

Aguardaremos hasta el lunes pues se cumplira´n los 5 días hábiles...igualmente, y para no repetir errores, me gustaría saber qué es lo que pasó para que se tardara tanto en solucionar un tema que podría demandar minutos en solucionarse. Pero dos meses...

Agradezco igual vuestra buena voluntad para responder siempre...

The 5 business days passed and there was no news ... as you will see, they have never kept their promises. Even in my casino account the process is in process ... I hope you can do something ...

Pasaron los 5 días hábiles y no hubieron novedades...como verán, no han cumplido nunca con sus promesas. Incluso en mi cuenta del casino figura como en proceso el trámite...espero que ustedes puedan hacer algo...

Transaction completed ... thanks for your intervention

Transacción finalizada...gracias por vuestra intervención

Thank you for your confirmation, Ricardo. I am glad to hear that this complaint got resolved.