The player from Spain had deposited money at Cazimbo Casino to claim a promotion but did not receive the bonus. Despite numerous attempts, the player's assigned account manager had not responded. The player had spent the deposited funds and claimed misleading advertising as the casino had failed to honor the promised bonus. After submitting the complaint, the player had eventually received an offer related to the claimed bonus and accepted it. The issue had been successfully resolved, and the complaint was closed.
Cazimbo Casino - Player not receiving promised bonus.
Amount: €290
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
6 months ago
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6 months ago
Translation
Hello, I wanted to file a complaint against Cazimbo Casino. I received a promotion and made the corresponding deposits to get my bonus. Now, the casino is not giving it to me and the account manager assigned to me is not responding to my emails. I want to report this as false advertising.
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6 months ago
Dear tatianaskachkova90,
Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.
Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.
It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice. If you haven't placed any bets using your last active deposit, you should be entitled to a full refund.
Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.
Best regards,
Petronela
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6 months ago
Translation
Hello good Morning. I contacted the live chat asking for the bonus to be added. They told me that my VIP manager that I have associated with my VIP account will contact me as soon as possible. Which has not happened. And then they told me that the bonus had expired and that is impossible because I received it Tuesday afternoon and it clearly said 100% bonus for 4 deposits. I have all the screenshots where I ask my VIP manager to contact me to fix this issue and he doesn't. My indignation is that I deposit money and then always have problems receiving the promised bonus
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6 months ago
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What I want to claim is that if they offer a bonus for us to deposit, they have to comply and pay said bonus. Because if not, I consider I have been a victim of misleading advertising. If they did not send the promotions there would be nothing to complain about but if they do they have to be responsible and pay the bonus
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6 months ago
Hi tatianaskachkova90,
- Could you please advise if your deposited funds are still untouched inside your casino account or if you placed any bets already?
Thank you.
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6 months ago
Translation
The funds have already been spent. And supposedly the bonuses were added to my available bonuses section once I made the corresponding deposit. Which never happened. And since my VIP manager does not answer my emails related to this matter, I cannot do anything to claim it.
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6 months ago
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I just received an email from the manager saying that they had made me an offer about this promotion and that I declined. And that is not true since I have all the conversations and at no time is an offer made to me
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6 months ago
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Hello. I wanted to inform you that I have finally received an offer on the bonus I am claiming. I accepted the offer and everything was cleared up between me and the casino.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, tatianaskachkova90, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
