The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn't been obtained up to that day. We had advised the player that withdrawal processing could take up to 14 days and could be delayed due to KYC verification or high volume of requests. We had extended the timer for response by 7 days, but the player failed to provide further communication. As a result, we could not proceed with the investigation and had to reject the complaint.
Cazimbo Casino - Withdrawal of player's winnings has been delayed.
Amount: €800
Cazimbo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I requested a withdrawal of 800€ on 30.09.2023. According to the website, withdrawal processing should take 1-3 business days. Today is already the third business day and my withdrawal still hasn't been processed. I only get standardized responses from the support, sadly, not any real help.
Automatic translation:
Public
Public
1 year ago
Dear galeron,
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,
Complaints Resolution Center
