HomeComplaintsCazimbo Casino - Player's withdrawals are delayed and canceled.

Cazimbo Casino - Player's withdrawals are delayed and canceled.

Amount: €1,000

Cazimbo Casino
Submitted: 11 Jan 2025
Case opened Current status

Waiting for casino to reply

6d 7h 28m 43s

Case summary

The player from Germany requests assistance with delayed withdrawals from Cazimbo after winning €1000 on January 6th and 7th. Although he followed the casino's verification process and understands the payout limits, his withdrawals have been canceled without his consent, and customer support provides only generic responses. He seeks a prompt resolution for his payouts.

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Translation

Dear Casino Guru Support Team,


I hope you can assist me with an issue regarding the online casino Cazimbo. On January 6th and 7th, I won €1000 and requested a withdrawal. According to the information and customer support on the casino's website, withdrawal processing time is up to 72 hours, and payments are made to the specified bank account (IBAN) that was used for deposits. However, I have not received any payout so far. I was informed that I can withdraw a maximum of €500 daily, so the payouts are made in two installments. I have provided all the necessary details correctly and verified my identity as required by the casino's terms and conditions. Customer service keeps telling me to be patient. Despite multiple inquiries to customer support, I only receive automated responses without any specific solution or feedback. Additionally, my withdrawals were simply canceled yesterday and the day before, and when I inquired why, they claimed that I had canceled them myself, which is not true. At the times I received the cancellation email, I was asleep. A similar, almost identical problem was already described by another customer on your platform, where the amounts were also not paid out and were instead transferred back to the player's account. I want to avoid my situation being handled in this way and hope for a prompt and correct payout. I now had to request the withdrawals of 2x €500 again, and I am told to wait another 72-hour period. Allegedly, my withdrawals are in the queue, but I am not getting any serious resolution or answers to my messages. It's always the same generic responses. Please help me.













Automatic translation:
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Dear Roboter07,

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, investigation of the gameplay, or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the 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 or if your withdrawal requests get canceled again, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

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Translation

Hello, thank you for the feedback. My main concern is that my withdrawals are repeatedly cancelled by Cazimbo and I have to request them again. According to Cazimbo support, however, they say that I cancel the withdrawal myself, although this is not true. If the money ends up in my player account every time and I have to request the withdrawals again and again, I don't understand the whole point of it? In addition, my account has been successfully verified with Cazimbo. I would kindly ask for help, Veronika, because it looks to me as if they deliberately do not want to pay out the money.

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Hello dear Casino Guru Team,


Now I have waited the 72 hours again and the payment was cancelled by Cazimbo again last night. That can't be true? All the information is correct, I don't know what else I can do. Please finally take action... when I ask, they say again that I cancelled it myself. But that's not true. I really urgently need help

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The whole thing really makes me suspicious. It is not even approved or rejected, but rather the payment is cancelled immediately after 72 hours. When I ask why, I am told that I cancelled it myself and that I should send another withdrawal request. And then the same thing again: waiting 72 hours for the withdrawal to be processed (which I then do). I wait 1 day, 2 days, 3 days... and bang, the request is cancelled, the money is back in the player's account. So it's always the same game.

Automatic translation:
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Thank you very much, Roboter07, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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Dear Roboter07,

I’ve just reviewed your case and I'm sorry to hear about the difficulties you’re facing with withdrawals. I’ll reach out to the casino on your behalf to see how we can resolve this.


Dear Cazimbo Casino,

I’d like to invite you to engage in this discussion to help resolve the player’s complaint. Could you please provide more details regarding this case? Specifically, are there any technical issues that might be affecting the withdrawal requests? Additionally, are there alternative methods available for the player to withdraw their funds?

I look forward to your prompt response. If you have any supporting documentation, please send it to my email at natalia.b@casino.guru.

Best regards,

Natalia

Cazimbo Casino has 6d 7h 28m 43s to reply

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