The player from Spain had been waiting for a withdrawal for 4 days, which in their opinion was excessive. The casino's customer service had continually assured that the funds were in process. The player had expressed dissatisfaction with the casino's customer service and had doubts about the casino's credibility. After 10 days, the casino requested account verification, but the player had issues with providing the last 2 months of card transactions. The player had lost hope of recovering the winnings, totaling 1495 euros, accusing the casino of being a scam. The Complaints Team had advised the player to provide original bank documents for verification. However, the player insisted the casino should provide alternative payment options. As the player did not respond to the team's request for additional information, the complaint was rejected.
Cazimbo Casino - Player’s withdrawal is delayed.
Amount: €500
Cazimbo Casino
Safety Index:Above averagePlayer stopped responding
REJECTED
Case summary
I have been waiting for a withdrawal for 4 days now, and the customer service at Cazimo keeps putting me off by saying it's still in process. I find this amount of time excessive and I'm starting to question the credibility of this casino.
Dear Peternac66,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Kristina
Yes, but in their information on withdrawals they say that the processing time is 1 to 3 days and starting here one cannot help but have doubts about the credibility of this casino. For me at the moment it leaves a lot to be desired
7 days after the withdrawal request I still have no news from cazimbo, also since I have won another 1000 euros and I have withdrawn them they have reduced my bets to 1 euro, but they still have not made the withdrawal and from the customer service everything They are topics and computerized answers. All of this smells very bad to me.
Thank you for your reply, Peternac66. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Good afternoon. The news now is that after 10 days they ask me to verify my account. I have sent them the required documents, but they have accepted all of them (DNI, residence verification, bank card) except for the transactions of the last 2 months of the card, I have sent them the screenshots but they do not accept it, I do not know why. So I am the same as at the beginning. With the withdrawals pending and blocked. A total of 1495 euros that it is clear that they do not have no intention to pay me
Today I have lost hope of recovering the money because I am almost certain that this casino is a fraud. First, because they never respond to emails. Second, because from the live chat they only respond to you with robotic responses as if it were a machine and no one was behind it, third, because in the verification process I have sent them all the required documents and I don't know why they reject me for the 2 months of the last transactions when it is clearly seen with a pdf file as they ask me all those movements including those of your Casino, and fourth, because given the background they do not inspire any confidence in me. If you could help me I would appreciate it but I have already lost hope that my withdrawals will be paid. I have been doing this for many years, and I know how to recognize when a casino or betting house is reliable and when it is not. Thank you very much for listening to me
Thank you for your reply, Peternac66. Have you made any successful withdrawals before? Do I understand correctly that currently, the only obstacle causing the delay in payment is the problem with bank statement verification?
Did you accumulate your winnings with or without an active bonus?
I have not made any successful withdrawal before with Cazimbo nor used any bonus. I made 2 deposits of 100 euros and 280 more and over time accumulated 1495 euros in profits. I made 3 withdrawals and they asked me for a series of data to verify. My ID (verified ) my used card (verified) and my current residence (verified). In the last transactions with my card on their website "curiously" the data is blocked and they never answer me in their email. In the online customer service there is no They give me no solution other than useless answers without any sense. I have made a screenshot of all the data that I indicate to show you that Cazimbo is a scam
I have lost an afternoon of work to go to the bank to get the statement they needed and they have rejected it for some reason. Any more reason to prove that Cazimbo is a scam and they are scoundrels?
Thank you very much for your reply, Peternac66. Could you 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.
I have already sent you the relevant information to your email. I have told you about Cazimbo's bad faith and its intention not to pay my withdrawals. I have sent you to verify my account my ID, my used card, my residence card and a pdf with the transactions on my card as they requested. Their response has been null.
Thank you very much, Peternac66, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.
Hi Peternac66,
I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply. In the meantime, could you please specify if the document you uploaded to the complaint thread is the bank statement you have been trying to verify? Have you downloaded it directly from your bank account or received it via email from the bank? There's no information about the bank account number, owner, types of transactions, etc., so I doubt it can be used for verification purposes.
Dear Cazimbo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what document is required from the player at the moment? Is the unfinished verification the only obstacle before processing the player's withdrawal request?
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
No, of course that is not the document. The document sent to Cazimbo is the pdf sent to his email where the statements are specified with the Bank's letterhead and with my name and surname, but Cazimbo continues to reject it, I don't know why. reason
Dear Customer,
We would like to inform you that the transaction history should be downloaded as an original PDF file from bank’s website or mobile app. Unfortunately, we do not accept screenshots, scanned images or excel files. In case if you have difficulties with it, please contact your bank’s support.
Please let us know in case your bank support states that they cannot provide a PDF file with transactions.
We sincerely appreciate your cooperation on this matter.
Best Regards,
Customer Service
Cazimbo looks in a bad place with that answer because the file is an original PDF and so I am going to send it to casinogurues for them to evaluate it.
Dear Peternac66, I have checked your emails, and one of the documents you sent was edited therefore there are some doubts that these can be original documents. I have also found some examples of CaixaBank statements, and they look different from your document. Please, make sure you download original documents directly from your bank account on the bank's website or from a mobile app and do not modify them in any other program. You can also make a video of how you download such a document from your account and open it to eliminate any possible doubts.
Dear Natalia, my Caixabank manager is sending me all my documentation via website in PDF format without any modification. I will send you this information right now to clear up any doubts. What you should really investigate is why Cazimbo has so many negative reviews and for what reason. They have been owing me 1495 euros for a month now when they already have my ID, bank card used with my name and all its digits, residence certificate, and my transactions in pdf with my card. That's what I can't understand
The document you refer to that is edited was a scanned copy of a jpg image converted to pdf due to my ignorance that this was not valid. From that moment on my documents have been sent to me by my caixabank manager and they are original pdfs and Cazimbo keeps rejecting them over and over again.
Tell me what is modified about this pdf. I don't understand anything.
Dear Customer,
We would like to inform you that the transaction history you provided is a scanned copy in PDF form and unfortunately, this cannot be accepted. We kindly request you to contact your bank’s support and request them to send original PDF transaction history via email. Please let us know in case your bank support states that they cannot provide a PDF file with transactions.
We sincerely appreciate your cooperation on this matter.
Best Regards,
Customer Service
Well, they are the only documents that my bank can provide me with. I would like to propose other payment formulas and this way we avoid always having to think about the same issue: What if the PDF is scanned or original? I need the money for my family so I ask Cazimbo to please formulate other payment alternatives because my Bank only sends me those PDFs and if they are not valid for you, we are discussing the same topic all the time and we are not making any progress. Tell me then what to do
Dear Peternac66, I believe that if you can share screenshots of your communication with your bank representative where they clearly state that they do not provide original PDF transaction history to their clients, then the casino will consider any alternative options.
Hello Natalia. Cazimbo has my ID (verified), my residence address (verified), the details of my credit card where I made the deposits (verified). I don't see why after 4 weeks sending her bank statements with my card transactions They do not accept because they say they are not original PDFs, they are not going to give me an alternative option to the card to pay me the 1495 they owe me and it seems that the criminal is me when the ones who owe me money are them.
Dear Peternac66, nobody calls you a criminal. I understand you're frustrated with the necessity of taking some extra actions, but please keep in mind that the verification procedure is important and the casino needs to verify your payment method, this is why cooperation from your side is crucial. So far the transaction history you provided looks non-standard, I'd agree with the casino that this is a scanned copy. That's why the casino has raised some questions to check the document more thoroughly since they need an original PDF document that is not printed out and scanned. Suppose you share the official response from your bank that this is the only version of the bank statement/transaction history they can provide you with. In that case, I'm sure the casino will consider this information and we'll move forward with some alternative ways of solving your issue.
Here is what my manager tells me about whether it is an official document or a scanned one:
For Casino Guru: I don't care anymore. From your answers I have already realized who you represent. You live off the Casinos and you don't help anyone. A case like mine where we see clear and flagrant negligence on the part of Cazimo ....The responses towards me, offensive. The responses towards Cazimo with the utmost respect and a somewhat suspicious affection. Go and deceive somewhere else
Dear Peternac66, please specify if your last message means you no longer need our assistance. If you find our methods of investigation and communication offensive, we can close your complaint at your request.
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