The player from Germany requested a withdrawal of €400, which was approved but never reached his account. He also won €1650 and tried to withdraw €500, but the amount was credited back to his account. When attempting another withdrawal, he faced a message requiring him to turnover the amount before withdrawal. Customer support was unhelpful in explaining the situation. We closed the complaint as resolved since the player confirmed receipt of the payment.
Cazimbo Casino - Player is facing withdrawal issues.
Amount: €2,000
Cazimbo Casino
Safety Index:Above averageSafety Index
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7.8
Cazimbo Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi, I played at Cazimbo without a bonus.
I applied for a payment of 400 euros on 07/19/23.
this was also approved, but has not arrived on my account until today.
on 07/25/23 I played a long time and won 1650 euros. then I applied for a payout of 500 euros again because this is the maximum amount that can be paid out. this was also approved. Today the amount was simply credited back to my player account. When I wanted to request a payout again, I got the message that I should first convert the amount before I can make a payout.
Next I went to Live Support, where I was told that there was a technical problem. When I asked why I should wager the amount again and what happened to my previous payout, the support simply left the chat.
I ask for your help.
Regards MS***
Edited by a Casino Guru admin
Automatic translation:
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1 year ago
Dear k4biz91,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Were both your withdrawals canceled or is the first one still waiting to be processed? Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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1 year ago
Translation
Hello, yes, I am fully verified and have already had a smaller amount paid out to me. The status of the first payment of 400 euros, which has not yet arrived in my bank account, is "completed".
The status of the second payout is also completed. But now the amount was credited to my player account yesterday with the status "deposit". No payout was marked as canceled. I've attached a screenshot.
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1 year ago
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In the meantime, the first payout has also been added back to my player account. If I want to request a payout, I still get the message that the payout amount has to be converted once, which can't be the case. The support always reacts the same and says that the payouts were a technical error. The question why I should wager the money I've already won anyway is simply not addressed at all. So I'm still asking for your help.
Kind regards. Marcel s*** 
Edited by a Casino Guru admin
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1 year ago
Thank you very much for your reply, k4biz91. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Thank you very much, k4biz91, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hi k4biz91,
I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.
I'd like to ask Cazimbo Casino to join this conversation and share more information regarding the case.
Can you please comment on the player's issue? Why is he getting the withdrawals rejected?
Thank you.
Best regards,
Tomas
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1 year ago
Translation
Hello Tomas,
The payout was not declined.
They were only confirmed, a few days later the amount was simply back on the gaming account with the status deposit.
I didn't play with any bonus.
When I asked support, I was told that it was the payment. It is a technical error.
When I wanted to make another withdrawal, I was told I should convert the deposited amount at least once.
The 2 failed withdrawals were simply credited back to my player account as a deposit on my part.
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1 year ago
I agree. It doesn't make sense to turnover the amount that has been credited back to your gaming account.
Let's wait for the casino's reply and see how this issue can be resolved.
Kind regards,
Tomas
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1 year ago
Dear client,
Thank you for reaching out to us!
Kindly note that we will withdraw your funds manually. For these purposes we have requested some additional information from you. You can find it in an email under the subject line "client name".
We thank you in advance for your cooperation!
Best regards,
Customer Support
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1 year ago
Translation
Hello,
I have emailed you the information you need.
Kind regards.
Automatic translation:
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1 year ago
Dear Cazimbo Casino,
Can you please inform us once you have transferred the funds to the player?
Thank you.
Kind regards,
Tomas
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1 year ago
Dear all,
We have received the requested information. We are happy to confirm that the Manual Withdrawal process has been initiated and the customer should receive the funds in the nearest time.
Thank you for cooperation in solving the case.
Best regards,
Customer Support
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1 year ago
Thank you for the information, Cazimbo Casino.
Dear k4biz91,
Can you please update us once you have received the payment? Thank you.
Kind regards,
Tomas
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1 year ago
Translation
I have just received the payment.
Many thanks to the Casino Guru team for the help and effort.
🙂
Automatic translation:
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1 year ago
Dear k4biz91,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Tomas
