The player from Italy had made three withdrawal requests of 500 euros each from the casino. However, repeated attempts to verify the bank statement had been unsuccessful even though the bank's name was clearly indicated on the document. All inquiries to the assistance service had failed. We had sought to clarify the situation by asking the player for the document that was rejected by the casino, which was promptly provided. We then contacted the casino to facilitate a resolution. The casino later confirmed that the player's account had been verified and the pending withdrawals were paid. Despite our efforts to confirm the receipt of payment with the player, we received no response, leading to the rejection of the complaint.
Cazimbo Casino - Player faces repetitive bank statement verification issues.
Amount: €1,500
Cazimbo Casino
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7.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
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9 months ago
Translation
I made three withdrawals of 500 euros each at the beginning of January 2024, and I was asked to verify my documents.
After numerous attempts, I am left with only my bank statement left to verify.
Every time I upload it in the designated area, it gets rejected, saying that the name of the bank is not indicated, when it is indeed displayed both in the header and on the second page.
Obviously, no live chat operator is able to assist me, let alone the email support that unrelentingly continues to ask me for the document with the visible name of my bank.
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9 months ago
Dear notry98,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Cazimbo Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Have you sent your bank statement for the month of February in the original PDF format with all the necessary details fully visible? Please forward me the document you sent to the casino and got rejected. My email address is veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
Translation
Perfect, I'll turn the document over immediately
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9 months ago
Thank you very much, notry98, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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9 months ago
Hi notry98,
I've just reviewed your case and will try to help you by contacting the casino. We'll see what can be done when they reply.
Dear Cazimbo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify if the name of the bank is the only problem with the provided bank statement?
I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.
Kind regards,
Natalia
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9 months ago
Translation
Of course, I am repeatedly told that that is the problem, but as you can see from the pdf file I sent you, the name can be seen both in the header and on the second page
I made a request for three withdrawals of five hundred euros maximum withdrawal amount, in January and since then I have been trying to verify my account to ensure that the withdrawals go to the amount
The last document to verify is the bank statement but there is no way to obtain information in chat other than that provided regarding the missing name of the bank despite it being reported twice
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9 months ago
Dear Customer,
Thank you for your patience.
We would like to inform you that your account on Cazimbo was verified on 20.03.2024, and your pending withdrawals for 1500 EUR were paid on 21.03.2024-22.03.2024.
Best regards,
Cazimbo.com
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9 months ago
Thank you for the updates, Cazimbo Casino!
Dear notry98, please let us know as soon as you receive the payout from the casino. I hope it won't take long until the money reaches your account.
