Casimba Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello, I won and the casino asked me for a copy of my expired credit card, which I didn't deposit with, but with the new card. I told them that too, but they insist on a copy of the old card. I have but they no longer and no account of it. Now they have blocked my account and I can no longer get in. What can I do

Hallo, Ich habe gewonnen und das Casino verlangt von mir eine Kopie von meiner abgelaufenen Kredit Karte mit der ich aber gar nicht eingezahlt habe sondern mit der neuen Karte.Das habe ich denen auch mitgeteilt aber sie bestehen auf die Kopie der alten Karte.Ich habe die aber nicht mehr und keine Abrechnung davon.Nun haben die mein Konto gesperrt und ich komme da nicht mehr rein.Was kann ich tun

Dear Blacklabbi1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your old payment method seems to be the only obstacle standing between you and your winnings? Was your account previously verified or this is a first attempt to withdraw winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I only paid in with the old card, never paid out. I paid in with my new card and verified it. The old one has expired and I no longer have it either. I mean, however, that the old one was also verified, because with the Upload documents was a green tick

Mit der alten Karte habe ich nur einbezahlt,nie ausgezahlt.Ich habe mit meiner neuen Karte einbezahlt und die verifiziert.Die Alte ist abgelaufen und ich habe die auch nicht mehr.ich meine aber,das die alte auch verifiziert war,,denn bei den Dokumenten hochladen war ein grüner haken

I only paid in with the old card, never paid out. I paid in with my new card and verified it. The old one has expired and I no longer have it either. I mean, however, that the old one was also verified, because with the Upload documents was a green tick

Mit der alten Karte habe ich nur einbezahlt,nie ausgezahlt.Ich habe mit meiner neuen Karte einbezahlt und die verifiziert.Die Alte ist abgelaufen und ich habe die auch nicht mehr.ich meine aber,das die alte auch verifiziert war,,denn bei den Dokumenten hochladen war ein grüner haken

The old map was certainly verified, because there were green rakes when uploading the documents

Die Alte Karte war sicher verifiziert,denn bei den Dokumenten hochladen waren Grüne Harken

I have now sent the casino a copy of an account statement and the old card. I am still awaiting a reply

Ich habe dem Casino jetzt eine Kopie von einem Konto Auszug und die Alte Karte zugeschickt.ich warte noch auf eine Antwort

Thank you very much, Blacklabbi1, for the update. Please keep me informed about any further developments.

So far I haven't heard anything further. They're making me wait

Bislang habe ich noch nichts weiter gehört.Sie lassen mich warten

Thank you very much, Blacklabbi1, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Casimba Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

I sent them the credit card again because they said it was still missing, so what's the point of complaining if they don't respond to you either?

Ich habe denen noch einmal die Kreditkarte gesendet,weil sie angeblich immer noch fehlte,was bringt also eine Beschwerde, wenn die auch bei ihnen nicht reagieren

Hello, I would like to inform you that the casino pays out. I am happy and thank you

Hallo, ich möchte euch mitteilen dass das Casino auszahlt,. Ich freue mich und danke euch

Hello, Blacklabbi1,

Thank you very much for confirming and for using the Casino Guru complaint resolution centre. I am very glad your problem was resolved.

As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru