The player from Spain had been waiting for her first withdrawal of 150 euros for over five working days. The casino had confirmed the transaction but it hadn't reflected in her bank and no additional information or reference number had been provided by the casino. The player's account hadn't been verified, which had caused the delay. The casino had been contacted and was asked to join the conversation to resolve the issue. After some communication, the casino had sent the player a transfer statement via email, which helped her locate the transfer. The issue had been successfully resolved and the player confirmed the receipt of her withdrawal.
Cazimbo Casino - Player's first withdrawal is delayed.
Amount: €150
Cazimbo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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9 months ago
Translation
Hello,
I've been demanding for days from this casino my first withdrawal I've made with them of 150 euros.
They sent me an email message, informing that they've carried out the operation (attached). However, more than 5 working days have passed and the money still hasn't appeared.
When I request them for a reference number to claim in my bank, they don't provide any information and they just send the same message over and over again, informing that the transaction was made and that it can take 1 to 5 days, and I don't get more information.
In my bank, they inform me that they have received nothing.
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9 months ago
Hello Chemina,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cazimbo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
Hello,
I have been registered since January 1st.
I am not verified, and when trying to do so, I am told that it is not necessary. (Attachment screenshot)
Accumulate the winnings with bonus money that was duly converted, as I was informed on the page. The bonus was 10 euros and I managed to win more than 350 euros.
More than 14 days have passed since the withdrawal process began.
I had to make the withdrawal to the same card with which I made the deposit, which is a Corte Inglés credit card, with which I have not had any problems in other online casinos.
Thank you,
Maido.
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9 months ago
Dear Chemina,
Is it possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?
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9 months ago
Translation
Yes, I will send it to you tomorrow without fail.
But they don't contribute anything, they limit themselves to answering that they have sent the funds and that it can take 1 to 5 days. It's been 20 days I think.
thank you
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9 months ago
Thank you Chemina for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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9 months ago
Translation
Thank you.
I have complained again by email and nothing, no response.
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9 months ago
Hello Chemina,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Cazimbo Casino to join the conversation and participate in the resolution of this complaint.
Dear Cazimbo Casino,
Can you please provide an update on the status of the payment?
Thank you.
Kind regards,
Tomas
Casino.Guru
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8 months ago
Translation
Hello Tomas,
Thank you.
To inform you that the account with which I made that deposit where I earned that amount of 150 euros, is an English shopping card. Therefore, the amount should have been returned since it does not belong to any bank. And I should have given another bank account.
Thank you
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Dear customer,
Thank you for reaching out!
Please be informed that the account requires verification prior to any withdrawals. In connection to that, we have requested you to provide several documents. You have the ability to check and upload the required documents through the Verification section of your profile.
Sincerely,
Cazimbo Administration
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8 months ago
Translation
Good morning,
I have contacted the cazimbo casino help chat, since I have no way to upload any documents to verify the account. They told me they will contact me.
Once again, the never-ending story.
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8 months ago
I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.
Dear Cazimbo Casino Team,
Are the documents sufficient or is there anything else needed from the player to complete verification?
Thank you.
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8 months ago
Translation
Nothing, these Cazimbo casino, they are not clean wheat.
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8 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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8 months ago
Translation
Hello Petronela,
Cazimbo casino has sent me to my email the statement of the transfer that I have been asking for since the first day and now I have finally been able to locate the transfer.
Everything is correct, you can now close this complaint.
We would have saved all of this if they had responded to me instantly with that document.
Team Guru, you do a great job, thank you very much for your assistance.
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8 months ago
After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Chemina, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Petronela
Casino.Guru
