The player from Greece was denied a bonus, but managed to win without it. However, their withdrawal request has been delayed due to account verification, causing confusion with conflicting information from different casino employees. The complaint was rejected as the player lost all of his casino balance.
Cazimbo Casino - Player's withdrawal delayed due to account verification inconsistencies.
Amount: €310
Cazimbo Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I was denied the welcome bonus, as they stated that the management decided not to grant it to me. I played without the bonus and won. I made a withdrawal request, and after four days, they told me I needed to verify my account. I sent everything they asked for, yet three days later, there is still no progress. I message chat support daily, and each day they tell me something different - one employee tells me I didn't send the documents, despite having already submitted them. Another employee tells me my documents are under review. I sent an email to support and got no reply. It seems like they are trying to eat away at my winnings.
Automatic translation:
Public
Public
1 year ago
Hello Kouratzina,
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 since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Good evening, they only asked me for ID and a selfie photo, which I sent and after three days they tell me that everyone wants it. I didn't get a clear answer
Automatic translation:
Public
Public
1 year ago
Translation
It bothers me that each different employee tells me something different. Today I played all my winnings and lost them as I see that there is no willingness from the casino to pay me back
Automatic translation:
Public
Public
1 year ago
Hello Kouratzina,
Do you wish to keep the complaint open until the verification is processed or you do not wish to continue resolving it as the balance is now lost?
Public
Public
1 year ago
Translation
I want to keep the complaint to be resolved so that no other player has the same problem in the future
Automatic translation:
Public
Public
1 year ago
Hello Kouratzina,
Based on that, the complaint will be rejected as you did lost all the balance you have in the casino but it will still be visible publicly.
Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.
Regards,
Nick
