Cazimbo Casino - Player's withdrawal has not been processed.

On 31/01, I requested a withdrawal of 500€, which was the result of winning a sports bet with a deposit of 200€. Initially, the withdrawal appeared as pending, and because there were holidays involved, I understood that there could be a delay. A few days later, I contacted Cazimbo via email and they said the order had been processed. However, when I checked with my bank, there was no record of it… The other day I logged into my account, and to my surprise, the withdrawal order had disappeared. I sent them another email to find out what happened, and they have not responded yet.

Dear MRM280,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Good morning,

I had not made any withdrawals before and the verification issue was not requested, so I don't know for sure.

It was played without a bonus, so the accumulated winnings were from the money that was simply played

Thank you for your reply, MRM280. Could you please post a screenshot of your withdrawal history from the casino account here in this thread?

Additionally, 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.

Attached is a screenshot of all the movements that appear, in fact now there is a deposit of €30 that I did not make…

Thank you very much, MRM280, 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.  

Hello MRM280,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I 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 player's withdrawal? Can you please double-check if the payment has indeed been processed on your side?

Thank you.

Best wishes,

Tomas

Casino.Guru

Good afternoon,

Yes, the payment was processed on my part and in fact today, miraculously, a settlement appeared in my favor in Cazimbo for the amount claimed and they sent me an email indicating that they had canceled the refund made on 12/31.

I have requested the refund again to see what happens this time...

and this is the proof of today's operation...

Hello MRM280,

Thank you for the information. Can you please update us once you have received the payment so we can consider the case resolved?

Thank you.

It remains pending... let's see between now and Monday...

Today, Monday, the payment is still not made and I received this email from cazimbo...

They are doing the same thing as the last time, the movement on the main screen has disappeared. but in the history of movements it continues to appear...

Dear Cazimbo Casino,

Could you please inform us once the payment has been processed on your end? Thank you.

As of today, the requested refund has not been made and nothing is known about it…

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

I will do it this way... although it had not been requested of me before, otherwise I have to assume that it would have already been resolved.

I apologize for the delayed response. I'll be handling this complaint for now. I regret any inconvenience this may have caused.

Thank you, Cazimbo Casino Team, for the clarification.

Dear MRM280,

Please keep me informed about any further developments. Hopefully, everything will be sorted out in no time.

Looking forward to hearing from you.

Well, I don't see it so clearly... they are asking me for the card transactions, I have sent it to them several times and they tell me that it is not correct because not all the transactions can be seen but I am giving them directly from the bank statement, even I attached the details of the account so that we could see entries and exits, and not even for those... so it is not clear to me that they want to return the money when it is still not in my account balance and the operation has been left as pending...

Dear Cazimbo Casino Team,

• Can you please furnish a list of the documents necessary to complete the player's account verification?

Thank you in advance.

Now I can't even enter the page...

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.

Dear MRM280,

If you wish to contact the Licensing Authority, here's how you can do it. Please let me know at petronela.k@casino.guru if you need any assistance.

Don't worry, they have done everything they could to resolve it amicably but as has become clear the casino has not done its part at any time and that is why a few days ago I contacted consumer to file the corresponding complaint

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Cazimbo Casino Team,

• Could you kindly provide a list of the required documents for completing the player's account verification process?

Thank you in advance.

Dear all,

Please be informed that we require the transaction history document to be unedited.

As we see in the provided document, several details have been concealed.

For the time being, the full unedited transaction history for the period 15.12.2023-15.01.2024 in PDF format is the only document that we are expecting.

Best regards,

Cazimbo Administration

I have sent them several times documents with the card transactions, the bank ones and always unedited, I sent them as I downloaded them from the bank's website and they still do not accept it...

And to make matters worse, I haven't even been able to access the website for a while now...

Hi MRM280,

Could you please forward those documents to petronela.k@casino.guru for our review?

Thank you.

Ok, I am sending you the documentation that you requested.

Hi MRM280,

Please ensure that you do not conceal or mask any information on the documents you provide to the casino. I noticed that on several documents you forwarded to me, certain information was covered. Documents in this condition will not be accepted by the casino, and your KYC process will not be completed.

Ok, but the problem is that now I can't get it to you because I can't enter the website

Dear Cazimbo Casino Team,

• Could you please advise an email address where the documents should be sent since the player's account is blocked?

Thank you very much.

Dear all,

We are expecting the customer to provide the documentation to the support email address - support@cazimbo.com.

Reminder: we are waiting for the full unedited transaction history for the period 15.12.2023-15.01.2024 in PDF format.

Thank you in advance.

Sincerely,

Cazimbo Team

Thank you so much, Cazimbo Casino Team, for your assistance.

Dear MRM280,

Please send all the requested documents and keep me informed about any further developments.

Thank you in advance.

I have sent the documentation with a copy to you so that we can see if this is resolved once and for all.

Thank you, MRM280, for your email.

Hello Cazimbo Casino Team,

• Are the documents that were sent okay now?

Thank you.

At the moment I have not received a response from the casino nor have I received the refund

Dear customer,

Please be informed that we are currently reviewing the provided documents.

Your patience is appreciated.

Best regards,

Cazimbo Administration

Thank you, Cazimbo Casino Team, for your reply.

Please keep us informed about any further updates.

Looking forward to hearing from you.

As of today, they still haven't shown up... they didn't even respond to the email when I sent it to them.

Dear all,

We are happy to inform you that the customer's account has been verified!

Let us know if we can be of more help.

Sincerely,

Cazimbo Team

I understand then that there will be no problem with them refunding me as I requested at the time... since I cannot request it again because I cannot enter their page

I have requested the refund again to see if this time there is better luck...

Hi MRM280,

Since you requested a refund on the 28th of April, I will set the timer for an additional 7 days and hopefully by that time, you will receive your funds.

Please keep me informed about any further developments.

Thank you.