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

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

Amount: €500

Cazimbo Casino
Safety Index:Above average
Submitted: 15 Jan 2024 | Resolved : 10 Jun 2024
Resolved Our verdict

Case closed

RESOLVED

Case summary

5 months ago

The player from Spain had requested a withdrawal of 500€ from an online casino. The withdrawal initially appeared as pending in her casino account. The casino claimed to have processed the withdrawal, but the player found no record of the transaction at her bank, and the withdrawal order disappeared from her casino account. The casino did not respond to her follow-up inquiries. The player had not made any previous withdrawals and was not asked to verify her account (KYC) before this issue arose. Despite the efforts of the Complaints Team to mediate, the casino did not respond. The issue remained unresolved. The Complaints Team further extended the timer by 7 days for the casino to respond, but received no response. The issue was later officially closed as 'resolved' after the confirmation from the player.

Public
Public
10 months ago
Translation

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.

Automatic translation:
Public
Public
10 months ago

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

Public
Public
10 months ago
Translation

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

Automatic translation:
Public
Public
10 months ago

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.

Public
Public
10 months ago
Translation

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


file

Automatic translation:
Public
Public
10 months ago

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.  

Public
Public
9 months ago

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

Public
Public
9 months ago
Translation

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.

Automatic translation:
Sensitive attachment
Sensitive attachment
9 months ago
Translation

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



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


Automatic translation:
Public
Public
9 months ago

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.

Public
Public
9 months ago
Translation

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

Automatic translation:
Sensitive attachment
Sensitive attachment
9 months ago
Translation

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

Automatic translation:
Public
Public
9 months ago
Translation

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...


file

file


Automatic translation:
Public
Public
9 months ago

Dear Cazimbo Casino,


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

Public
Public
9 months ago
Translation

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

Automatic translation:
Public
Public
9 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

Public
Public
9 months ago
Translation

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.

Automatic translation:
Public
Public
9 months ago

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.

Public
Public
9 months ago
Translation

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...

Automatic translation:
Public
Public
9 months ago

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.

Edited by a Casino Guru admin
Public
Public
8 months ago
Translation

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

Automatic translation:
Public
Public
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.

Public
Public
8 months ago

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.

Edited by a Casino Guru admin
Public
Public
8 months ago
Translation

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

Automatic translation:
Public
Public
8 months ago

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.


Public
Public
8 months ago

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

Public
Public
8 months ago
Translation

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...

Automatic translation:
Public
Public
8 months ago

Hi MRM280,

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

Thank you.


Public
Public
8 months ago
Translation

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

Automatic translation:
Public
Public
8 months ago

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.



Public
Public
8 months ago
Translation

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

Automatic translation:
Public
Public
7 months ago

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.


Public
Public
7 months ago

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

Public
Public
7 months ago

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.


Public
Public
7 months ago
Translation

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

Automatic translation:
Public
Public
7 months ago

Thank you, MRM280, for your email.


Hello Cazimbo Casino Team,

  • Are the documents that were sent okay now?

Thank you.


Public
Public
7 months ago
Translation

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

Automatic translation:
Public
Public
7 months ago

Dear customer,


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


Your patience is appreciated.

Best regards,

Cazimbo Administration

Public
Public
7 months ago

Thank you, Cazimbo Casino Team, for your reply.

Please keep us informed about any further updates.

Looking forward to hearing from you.


Public
Public
7 months ago
Translation

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

Automatic translation:
Public
Public
7 months ago

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

Public
Public
7 months ago
Translation

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

Edited
Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation

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


Automatic translation:
Public
Public
6 months ago

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.


Public
Public
6 months ago
Translation

Ok, with anything I will keep you informed

Automatic translation:
Public
Public
6 months ago
Translation

As of today I have not received anything at all and I am once again unable to enter the page to check the status

Automatic translation:
Public
Public
6 months ago

Dear Cazimbo Casino Team,

  • Could you kindly verify the status of the player's refund and update us on any additional steps required to receive the funds?

Thank you.


Sensitive attachment
Sensitive attachment
6 months ago
Translation

I requested it again because according to what the casino said they had processed it incorrectly and it was returned by my bank...

Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation

And I have already lost count of the times I have requested the withdrawal... again they canceled it... and again I requested it again


Automatic translation:
Sensitive attachment
Sensitive attachment
6 months ago
Translation

Canceled again and ordered again...



We leave on request and daily cancellation…

Automatic translation:
Public
Public
6 months ago

Dear customer,


Unfortunately, the withdrawal attempts are getting rejected by the payment provider.

We encourage you to use an alternative payment method, like a Bank Transfer, E-wallet or a cryptocurrency wallet. We will then do our best to process the withdrawal with the top priority.


Sincerely,

Cazimbo team

Public
Public
6 months ago
Translation

Today I spoke to customer service and they told me that this time it would be processed without problems... I already tried the bank transfer but they said that the iba did not exist

Automatic translation:
Public
Public
6 months ago
Translation

After they denied the withdrawal again, I requested it again... this time as a bank transfer to see if there is more luck



Automatic translation:
Public
Public
6 months ago

HI MRM280,

I firmly believe that the payment via bank transfer will be approved and processed this time, as waiting this long for a withdrawal is becoming unreasonable.

Please keep me informed about any further developments.

Thank you.


Public
Public
5 months ago
Translation

Good afternoon,

As of today, the withdrawal has not yet been made effective since I have not received the transfer.

It appears as pending on the Cazimbo page, but nothing has been received, I spoke with the bank and they told me to give 18 until today a margin to see what would happen... otherwise I would have to claim it

Edited
Automatic translation:
Public
Public
5 months ago
Translation

I have spoken with the bank and there is no transfer made or pending entry or anything... On top of that, when I enter the page there is no longer any indication of the money in my favor nor the transfer as pending

Automatic translation:
Public
Public
5 months ago

Dear Cazimbo Casino team,

  • Could you confirm whether the payment has already been successfully processed?

Thank you.


Public
Public
5 months ago
Translation

Good morning,


Today I finally received the money, they wrote to me from the casino as they did it and I checked my bank account and the deposit has actually been made

Automatic translation:
Public
Public
5 months ago

Dear all,


We are happy to confirm that the customer's withdrawal has been paid on the 2nd of June.

With this we consider the case resolved.


Best regards,

Cazimbo team 

Public
Public
5 months ago

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, MRM280, 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


Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
scamalert_1_alt
Casino Guru employees will never ask for your password or seek access to your casino or bank account.
Follow us on social media – Daily posts, no deposit bonuses, new slots, and more
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news