Account closed due to multiple accounts

[tintin1974]

I joined casimba casino which I didn't know was part of white hat gaming who have multiple sites. I won on casimba and tried to withdraw £600 winnings after I had done all wagering requirements. Sent in proof of id which eventually was verified to be told that I was banned and all winnings confiscated due to me having account on some of there other sites. How are people suppose to know which sites are owned by which company. I play alot of different site which probably have the same owners and never had any problems. But white hat gaming is taking advantage of this with having multiple sites and not paying out to customers. Stay away from this brand. Totally disgusted

[cocopop3011]

Strange because I have accounts with a few of these brands under white hat gaming and never had an issue, but maybe Casimba Casino just don't allow it. Have you checked their terms and conditions because if they don't allow you to have accounts with their sister sites it will state it in there.

[tintin1974]

Yes I checked there terms and conditions and it talks about abusing there promotions and they sent me a list of there sister sites. I've never had a problem with any other site. Just this one unfortunately. I've emailed there complaints department and had no reply. Was on live chat and he said that the decision came from management and wouldn't be overturned. As soon as I mentioned the UK gambling commission then he gave me the complaints email address. It's just very strange. Thanks for the reply though.

[LeoDubbed]

Yes I checked there terms and conditions and it talks about abusing there promotions and they sent me a list of there sister sites. I've never had a problem with any other site. Just this one unfortunately. I've emailed there complaints department and had no reply. Was on live chat and he said that the decision came from management and wouldn't be overturned. As soon as I mentioned the UK gambling commission then he gave me the complaints email address. It's just very strange. Thanks for the reply though.

Emailing their complaint department won't solve it, if you really want to file a complaint, best to contact their license holder, in this case MGA. Or you can file a complaint here via Askgamblers.

[LeoDubbed]

I contacted Casimba regarding this matter and live chat agent told me that they run independently so I think you might have multiple account at their casino, probably you created a second account without knowing you already had one

[cocopop3011]

I contacted Casimba regarding this matter and live chat agent told me that they run independently so I think you might have multiple account at their casino, probably you created a second account without knowing you already had one

 

This is actually what my initial thought was.

 

Because let's take Fruity Casa, SpinStation and Hello Casino aren't they all under White Hat? I've withdrew from 2 of those 3 with no problems and I have no doubt I'd get an accepted withdrawal from Fruity Casa too. 

 

@tintin1974 - Did they mean multiple accounts at their casino? Do you have a copy of the email they sent you?

[cocopop3011]

Tintin1974 - I think you've definitely mis-understood the reasons your withdrawal was refused. See below also my conversation to back up what Leo has said above. Maybe you could have another check and get back to us so we can try and assist further.

 

Sebastian8:08 pm   Hello Visitor. How are you today? I'm here to assist you.

 

Visitor  Hi there

I have an account at a few of your sister casinos and was wondering if I set up an account here os that still okay?

is*

 

Sebastian  Hello there, you certainly may!

 

Visitor  And there'd be no issues with withdrawals (should I be lucky of course)

 

Sebastian  None whatsoever

 

Visitor  Awesome stuff thank you for your help! Have a great evening

[tintin1974]

I'm sure I don't have multiple accounts on casimba but I was on 21prive and goldspins and spinstation. All accounts are closed. I always use same email address to register. I've still not received any reply to my emails that I sent them and there is no phone number to call them. But thanks for all your replys. John

[LeoDubbed]

I'm sure I don't have multiple accounts on casimba but I was on 21prive and goldspins and spinstation. All accounts are closed. I always use same email address to register. I've still not received any reply to my emails that I sent them and there is no phone number to call them. But thanks for all your replys. John

Is there any particular reason why you've closed your account at it's sisters casinos? This reason might the cause of confiscated winnings.

[cocopop3011]

Yep agree with Leo - Did you self-exclude by any chance?

[pinnit2015]

Good luck if you're going through their support for an answer - probably the worst chat support I've ever had to use. 

[cocopop3011]

Good luck if you're going through their support for an answer - probably the worst chat support I've ever had to use. 

 

My chat support was great, what happened?

[pinnit2015]

Spins not credited... CS what spins do you mean? Verification denied...why? We don't know... ad infinitum 

 

In general i found them quite clueless on numerous occasions

 

Not a big deal for me as i rarely, thankfully, have never needed to use much

[cocopop3011]

Spins not credited... CS what spins do you mean? Verification denied...why? We don't know... ad infinitum 

 

In general i found them quite clueless on numerous occasions

 

Not a big deal for me as i rarely, thankfully, have never needed to use much

 

Shame!

[ValDes]

I joined casimba casino which I didn't know was part of white hat gaming who have multiple sites. I won on casimba and tried to withdraw £600 winnings after I had done all wagering requirements. Sent in proof of id which eventually was verified to be told that I was banned and all winnings confiscated due to me having account on some of there other sites. How are people suppose to know which sites are owned by which company. I play alot of different site which probably have the same owners and never had any problems. But white hat gaming is taking advantage of this with having multiple sites and not paying out to customers. Stay away from this brand. Totally disgusted

 

Hello there and welcome to AskGamblers. 

 

Well, considering the situation I would suggest you either providing more details regarding your issue in order to get adequate assistance from the forum community 

 

OR

 

you may also consider the idea of using AGCCS /AskGamblers Casino complaints Service/. More about how to use it here. 

 

Also, don't forget to read carefully all the AGCCS Guidelines and make sure to adhere to them. For more information how to use AGCCS, please visit our Knowledge Base. 

 

Using AskGamblers Casino Complaints Service