Frequently Asked Questions

How do I claim my Casino Welcome Bonus?

Once you successfully submit your first deposit you will be able to choose to opt-in or not to claim the welcome bonus from the “Banking" page.

The Casimba welcome bonus consists of a 3-step offer. You have the option to opted out from 1, 2 or all offers if you wish to play with your cash balance:

1st Bonus: 100% Match up to £500 Bonus PLUS 50 Free Spins and a kick start on your loyalty program with 500 FREE Loyalty Points...
2nd Bonus: 25% Match up to £1000 Bonus PLUS an Extra 50 Free Spins
3rd Bonus: 50% Match up to £500 Bonus on your third deposit PLUS a further 25 Free Spins

A minimum deposit of £20 will automatically trigger the welcome Bonus to your Casimba gaming account once you opted-in.

The Casino welcome bonus is subject to standard play-through requirement. Any bonus plus qualifying deposit money must be wagered 35 times on real money games before any winnings can be transferred or withdrawn. The Welcome Bonus is strictly for new players. The Welcome Bonus is credited automatically once a player chooses to opt-in. Click here for full terms and conditions.

How do I withdraw my win?

Bonus amounts credited to a player's bonus account are subject to thirty-five (x35) times wagering requirements before they are converted to your Cash Balance and can be withdrawn (unless explicitly stated otherwise).

In addition: Each individual promotion will come with its own set of specific promotional terms and conditions in addition to these Standard Promotional Terms and Conditions (“Standard Promo Terms"). You should therefore read these Standard Promo Terms in combination with the applicable promotional terms for any competition, bonus or promotion (referred to as a “promotion" or “bonus" interchangeably throughout these terms) you wish to enter.

I have forgotten my username/password.

If you have forgotten your Username, please contact our 24/7 support team which will assist you to access your account again. Simply visit LiveChat and start chatting instantly with our friendly Support team.

For any Password issues visit our Forgotten Password link that will guide you step by step to retrieve your logins: https://www.casimba.com/resetpassword.

How long will it take for me to receive my withdrawal?

All cash out requests are reviewed manually by our team to ensure that they are valid and will remain pending for a minimum period of 2 working days. Cash Outs to Bank Accounts made from midnight on Sunday to midnight on the following Saturday are paid on Tuesdays. All other cash outs options will take a maximum of 3 business days to reach your account.

Can I reverse my withdrawal?

If you wish to reverse any Withdrawals just tick the ones you wish to reverse and Submit. The funds will be instantly transferred back to your Casino Cash Account.

What withdrawal options are available to me?

To view your withdrawal option please click on “My Account – go to the withdraw tab"

Your Withdrawal options are:

Bank Transfer
SOFORT
MC
Moneybookers (Skrill)
Neteller
Sepadirectdebit
Visa

Withdrawal will always be processed using the same method with which you deposited. If this is not possible, we will use your selected preferred method of payment.

Why am I unable to withdraw my winnings?

Possible winnings connected to the bonus will be locked to the casino account until the wagering has been completed.

Each individual promotion will come with its own set of specific promotional terms and conditions in addition to these Standard Promotional Terms and Conditions (“Standard Promo Terms"). You should therefore read these Standard Promo Terms in combination with the applicable promotional terms for any competition, bonus or promotion (referred to as a “promotion" or “bonus" interchangeably throughout these terms) you wish to enter.

Account Verification (Non-UK/ Ireland)

To remain compliant under the MGA licence and to protect all our customers, Casimba reserves the right to request document from registered and active customers to verify the identity of the account holder. Please note that Verification Checks include checks on your identity, age and place of residence.

Documents we accept to verify Proof of Identity: Valid ID card OR Valid photo driving licence OR Valid passport
Documents we accept to verify Proof of address: Address on valid driving licence OR Utility bill (no older than three months) OR Bank or savings account statement

You can email your documents directly to support@casimba.com to speed up the verification process if you wish to do so before you submit a withdrawal.

I have made a deposit, but my balance has not updated

Please refresh your Casino account. If your balance doesn’t reflect your deposit, then we suggest contacting your issuing bank to verify if the funds have left your account. If you continue having the same issue we advise to try another payment option, we offer on our banking page.

How do I become a VIP?

Your account Status is reviewed daily and players that are upgraded to Silver, Gold, Platinum or Elite will be contacted straight away on email or a friendly phone call from their new dedicated account manager.

VIP Fast Track – Are you a VIP elsewhere? If you are you can apply to be part of our VIP program. Just send us an e-mail at VIPapplication@casimba.com and we will review your application immediately.

How can I contact our 24/7 Support Team?

Our friendly and multi-lingual support team are here to assist you 24/7 all year around. LiveChat is our fastest and easiest communication tool we offer to all our customers. If you don’t like to chat today, simply email us and one our experience team member will be Intouch with you to answer all your questions today.