Cazimbo Casino - Player’s withdrawal has been delayed.

Hello Casino Guru Team,

Im having an issue with this casino from February this year. I made one deposit that happend to be a lucky one and win 5045 euro ( Yes, I won with an active bonus but I met the requierments and followed all the rules, so no problem here). After requesting the first withdrawal and 2 days of waiting they asked for my ID and proof of address. All good, I sent them the documents and waited another 2-3 days. After they requested another documents needed.. proof of deposit, of course, I sent them that ( screenshots from my mifinity account showing my personal details and all the things to see that is mine and the screenshot with my transaction to their casino), all good 🙂, again.. waited 2-3 days and kept asking me to send again or redo some of the screenshots ( without explanation, I asked the chat what they meant and they just repeted the phrase I saw in my verification tab without explanations).

Fast forward one week ago, they asked for screenshots with all my transactions in february ( not just theirs, but all the transactions I made, seem a bit strange and feeling like I have no privacy now, but I went into the account to take them, but I no longer have the transaction history for february ) I requested an email to mifinity tyo give me the transactions in a pdf format and they gave it to me.

PS: I understand all these procedures about verifying my idenity, my proof of address/deposit and all the extra steps.

Now I went to explain to them. On chat support they said they will get back to me in an email. In the following email they just said to go and see the veirifcaiton tab ( where it was the exact thing as before) and I emailed them again, receiving a day after an email saying

" Dear customer,

Thank you for contacting Cazimbo KYC Department.

Please note, that we do not process e-mail requests at the moment. If you wish to check your verification status, please visit https://cazimbo.com/en/account/verification.

Best Regards,

Cazimbo casino"

Which seems like a joke at this point, I have the pdf to send them but feels like they just messing with me and my money, they do everything just to keep it delayed and thats why I made this complaint, 1. to help me get my money and 2. for everyone wanting to make an account at them to think twice before doing that since they treat me ( a customer ) in a disrespectful way.

Hello ivador05,

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 is your account fully verified? Isn't it possible to request the payment statement from you provider? When was the last time you spoke to the casino and what was it about?

Please note that it is a common request for KYC and you should be able to get it from your payment provider.

Looking forward to your answer.

Regards,

Nick

Hello! Im glad to see you responded this fast!

I have my account fully verified from months ago ( id front/back, selfie with it, proof of address and also screenshot with their transaction).

As I stated before, I understand the common request for KYC. I attached the transactions also in my first response, the one I asked Mifinity for, and there can be seen all the transactions for the month february.

Last time I talked with them few days ago, you can also see it in the image attached above.

Note that they didnt accept my screenashot with the transaction to them, saying they want to see all my PERSONAL transactions from month february.

Hello ivador05,

It is a common request in many casinos so please forward them the requested information as soon as possible and let us know the outcome.

I requested from mifinity the transactions from february and they provided me with this pdf ( I ll upload it below) , I uploaded on Cazimbo site and they declined it...

Thank you ivador05 for all the information provided so far. I will now forward your complaint to my colleague Natalia (natalia.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi ivador05,

I've just reviewed your case and am sorry to hear about your struggles with the casino. I will try to help you by contacting Cazimbo and 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 resolving the player's complaint. Could you please share more information regarding the case? Would you please specify the reason for rejecting the document the player has uploaded?

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

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.

Dear all,

Thank you for reaching out. We would like to inform you that upon further review, the document was accepted. The account is now verified.

Best regards,

Cazimbo.com

Thank you for the updates, Cazimbo Casino.

Dear ivador05, please, let me know if the issue with the verification is solved. Also, specify what is the status of your withdrawal requests now.

72 hours later they still didnt send my money yet... Requested 500 euro since this is the maximum... Its gonna take months to withdraw the money

Dear Cazimbo Casino, let us know the current status of the player's withdrawal request. When can the player expect it to be processed from your side?

Dear all,

Thank you for reaching out.

We would like to inform you that the customer does not have any pending withdrawal requests at the moment.

Best regards,

Cazimbo.com

Dear ivador05, have you already received the withdrawal? According to the casino, your account has no more pending withdrawals.

First withdrawal came on 15/07/2024. Made another one and waitied from then and I see it got cancelled. ( max 500 euro / withdrawal)

I would like to know the REAL time frames for processing the withdrawals from casino, because in this way seems it will take months to get the money out.

Dear ivador05, could you please specify how much was already received and how much remains in your balance at the moment? What exactly was the payment method you used for withdrawal? Can you try to make a new request? Or are there any options for other payment methods?

Dear ivador05,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.