Karamba Casino - Der Spieler hat ein undefiniertes Problem.

https://ibb.co/C7MrSrh

Dear Marcel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events and I will need definitely more information. Could you please elaborate? Additionally, clarify the disputed amount.

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

Hello I have a full video from the game session

win 26,000 coins

coin value 0.10

Coins 4

Lines 10

Stake 40

2600 euros

can it be so

Hallo ich habe ein komplettes Video von der Spiel Session

gewinn 26000 Münzen

münzwert 0,10

Münzen 4

Linien 10

Einsatz 40

2600 Euro

kann das so stimmen

Could you please advise why your winnings have been cancelled? Or they have never been rewarded in the first place? Thank you.

The profit was 2600 euros

is that the correct profit amount

with a stake of 4 euros?

2600 euro war der Gewinn

ist das der richtige Gewinn Betrag

bei einem Einsatz von 4 Euro ?

Could you please advise why your winnings have been cancelled, or they have never been rewarded in the first place?

I was rewarded but the winnings don't seem right to me .....

2600 euros with a stake of 4 euros

Ich wurde belohnt aber die Gewinnsumme kommt mir nicht richtig vor .....

2600 Euro bei einem Einsatz von 4 Euro

Hello Marcel,

Could you please advise if the win was accumulated during Free Spin feature? Have you tried to get some clarification from the casino? If there's any relevant communication, please forward it to petronela.k@casino.guru.

Thank you very much, Marcel, for forwarding the video. I’ve analyzed carefully, and this is what I found (I do apologize for my drawing skills).

Your bet of €4 is displayed in the game as 40 (since you play 4 coins per 10 lines)

If your bet of €4 is shown as 40, you need to subtract zero from every displayed win and that would be your actual profit.

Your winnings were counted correctly.

I hope my explanation is satisfactory. Please let me know if there’s anything else we could help you with. Looking forward to hearing from you. 

Well, that doesn't seem correct to me. !

and why is Karamba.com website down. ? and a redirection to https://www.hopa.com/wp-signup.php?new=de.hopa.com active ??????

I will therefore find out more from the MGA.

Also mir kommt das nicht korrekt vor. !

und warum ist Karamba.com internetpräsenz down. ? und eine Weiterleitung auf https://www.hopa.com/wp-signup.php?new=de.hopa.com aktiv ??????

Ich werde mich deswegen bei der MGA informieren.

I have checked the website just now and it's working perfectly.

Could you please advise how you wish to proceed with this case? Thank you.

I will forward the video to the Mga

Ich werde das Video an die Mga weiterleiten

Dear Marcel,

Could you please advise how much do you believe should have been the correct payout? Thank you very much.

definitely more than 2600 euros ...

Her calculation would also add up to more than 2600 euros

auf jeden Fall mehr als 2600 Euro ...

auch ihre Rechnung würde mehr als 2600 Euro ergeben

I truly believe that your winnings have been counted correctly. Please let me know if you need any assistance when filing an official complaint with the Licensing Authority. Thank you in advance.

win 26000 coins

coin value 0.10

Coins 4 (Euro)

Lines 10

Stake 40

Please calculation method / ex.

gewinn 26000 Münzen(coins)

münzwert 0,10

Münzen 4 (Euro)

Linien 10

Einsatz 40

Bitte Berechnungsmethode/ bsp.

Exactly. You have won 26,000 coins and coin value was €0,10

26,000 x €0,10 = €2,600

But I played with a stake of 4 euros so the bill should look like this

26,000 x € 0.40 = € 10,400

Ich habe aber mit 4 Euro Einsatz gespielt also müsste die Rechnung so aussehen

26.000 x 0,40€ = 10400 Euro

As I mentioned earlier, I truly believe that your winnings have been counted correctly. Please let me know if you need any assistance when filing an official complaint with the Licensing Authority. Thank you in advance.

Dear Marcel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I want to make a complaint.

Ich möchte eine Beschwerde einreichen.

I understand. You can do so here:

https://www.mga.org.mt/support/online-gaming-support/

Please let me know if you need any assistance.

Dear Marcel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I think the link wasn't for a complaint

Ich glaube der link war nicht für eine Beschwerde

Why do you think so?

"ONLINE GAMING SUPPORT

The below form is the formal channel enabling players to lodge a complaint against MGA-licensed Online Casinos."

Dear Marcel,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

After a closer examination, we ended up rejecting this complaint as unjustified. 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.