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Hi ▇▇▇▇▇ - welcome to CasinoReviews.com.

As this report will ultimately be published, your username cannot contain information that could be used to identify you, like parts of your name, your date/year of birth or email address. Could you please pick a new username and we'll change it for you?

Can you please forward all communication you have had with the operator about this matter, including any documents you submitted during the verification process, to complaints@casinoreviews.com?

Have you submitted this complaint to any other dispute management agencies? If so who?

Thanks,

CasinoReviews.com Complaints Team

Hello, please change my username to nunasusa. I previously submitted a complaint to eCOGRA.

Hi nunasusa,

Thanks for that.

Unfortunately there is nothing we can do to assist you with this matter. We do not take on complaints that have already been managed by other ADRs.

Sorry we cannot be of further assistance.

CasinoReviews.com Complaints Team

Hello,

On March 11, 2024, I registered at Casimba Casino. On the same day, I received an email requesting verification, specifically asking me to send documents to verify my address and identity. On the morning of March 12, I sent photos of both sides of my driver's license and an electricity bill by replying to their message and attaching the files. On March 12, I received another email stating that I needed to complete verification. On the same day, I replied to the message, stating that I had already sent the documents in the previous email and mentioned that I could not log into my account because it was locked, hence I couldn't upload the documents there.

On March 13, I received another email from the VIP department stating that they had not yet received the documents and asking me to send them to a specific email address. On March 15, I sent the documents to the provided address and once again mentioned that I had sent the documents earlier, also attaching proof of ownership of my Skrill account as requested, along with a recent utility bill. On March 19, I received an email confirmation that the documents had been received and would be reviewed within two days. I replied to this email, requesting that the review be expedited as it had already been eight days since I first sent the documents, attaching screenshots to confirm this.

On March 22, I received an email requesting a payslip and a Skrill account statement. On March 26, I received an email stating that they had not received any documents from me for more than 15 days and asking me to provide them as soon as possible, otherwise my account would be deactivated. I replied to this email, attaching screenshots of all communications, as well as their confirmations that the documents had been received. On April 1, I sent them an email expressing my concern since even in the live chat they claimed they had not received the documents, although I had sent them multiple times, and at that point, I started worrying about the safety of my personal data. On April 2, I sent another email since I had not received a confirmation or response to my previous message. I had to contact live chat again and finally got some response, and they asked me to send a Skrill statement and payslips. On April 8, I sent these documents to the address provided in the live chat. On April 11, I wrote again to check if they had received my documents, as it had been more than 48 hours. On April 12, I only received a confirmation that the documents were under review. On April 15, without any explanation, I received an email stating that my account was blocked, my winnings were confiscated, and I was banned from the entire group of casinos.

In total, I have made deposits of 9,000 euros, and my account had about 7,000 euros when I last had access to it. The casino does not even allow me to withdraw my deposit! Please help me resolve this situation. The casino is not responding to my messages. Please help me resolve this situation. I am ready to provide all the screenshots and documents that I sent for verification. Thank you.

Casimba Casino - closed my account and seized my winnings without any reason

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