Cazimbo Casino - El primer retiro del jugador se retrasa.

Hello,

I've been demanding for days from this casino my first withdrawal I've made with them of 150 euros.

They sent me an email message, informing that they've carried out the operation (attached). However, more than 5 working days have passed and the money still hasn't appeared.

When I request them for a reference number to claim in my bank, they don't provide any information and they just send the same message over and over again, informing that the transaction was made and that it can take 1 to 5 days, and I don't get more information.

In my bank, they inform me that they have received nothing.

Hola,

Llevo días reclamando a este casino mi primera retirada que he generado con ellos de 150 euros.

me enviaron un mensaje al correo electrónico, informando de haber realizado la operación (adjunto). Pero ya han pasado más de 5 días laborables y el dinero sigue sin aparecer.

Cuando les reclamo un número de referencia para poder reclamar en mi banco, no me proporcionan ninguna información y se limitan a enviar el mismo mensaje una y otra vez, informando de que la transacción fue realizada y de que puede tardar de 1 a 5 días, y no obtengo más información.

En mi banco me informan de que no han recibido nada.

Hello Chemina,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cazimbo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello,

I have been registered since January 1st.

I am not verified, and when trying to do so, I am told that it is not necessary. (Attachment screenshot)

Accumulate the winnings with bonus money that was duly converted, as I was informed on the page. The bonus was 10 euros and I managed to win more than 350 euros.

More than 14 days have passed since the withdrawal process began.

I had to make the withdrawal to the same card with which I made the deposit, which is a Corte Inglés credit card, with which I have not had any problems in other online casinos.

Thank you,

Maido.

Hola,

estoy registrada desde el 1 de enero.

No estoy verificada, y al intentar hacerlo, se me informa de que no es necesario. (Adjunto captura de pantalla)

Acumule las ganancias con dinero de bono que fue debidamente convertido, ya que así me informó en la página. El bono fue de 10 euros y llegue a ganar más de 350 euros.

Han pasado más de 14 días desde que inicie el proceso de retirada.

La retirada la tuve que hacer a la misma tarjeta con la que realice el depósito, que es una tarjeta de crédito del Corte Inglés, con la que no he tenido ningún problema en otros casinos online.

Gracias,

Maido.

Dear Chemina,

Is it possible to forward the communication between you and the casino regarding this case to nikolas.b@casino.guru?

Yes, I will send it to you tomorrow without fail.

But they don't contribute anything, they limit themselves to answering that they have sent the funds and that it can take 1 to 5 days. It's been 20 days I think.

thank you

Si, te la envío mañana sin falta.

Pero no aportan nada, se limitan a contestar que ellos han enviado los fondos y que pueden tardar de 1 a 5 días. Ya han pasado 20 días creo.

gracias

Resent 👍

Reenviado 👍

Thank you Chemina for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you.

I have complained again by email and nothing, no response.

Gracias.

He vuelto a reclamar por email y nada, sin respuesta.

Hello Chemina,

I have reviewed your case and will contact the casino to see if I can help.

We 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 payment?

Thank you.

Kind regards,

Tomas

Casino.Guru

Hello Tomas,

Thank you.

To inform you that the account with which I made that deposit where I earned that amount of 150 euros, is an English shopping card. Therefore, the amount should have been returned since it does not belong to any bank. And I should have given another bank account.

Thank you

Hola Tomas,

Gracias.

Comunicarte que la cuenta con la que hice ese depósito donde gane ese importe de 150 euros, es una tarjeta de compras del corte inglés. Por lo tanto, el importe debió de ser devuelto ya que no pertenece a ningún banco. Y yo debería de haber dado otra cuenta bancaria.

Gracias

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.

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

Good morning,

I have contacted the cazimbo casino help chat, since I have no way to upload any documents to verify the account. They told me they will contact me.

Once again, the never-ending story.

Buenos días,

he contacta con el chat de ayuda de casino cazimbo, ya que no tengo manera de subir ningún documento para poder verificar la cuenta. Me han dicho que se pondrán en contacto conmigo.

Otra vez más, la historia interminable.

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

Dear Cazimbo Casino Team,

Are the documents sufficient or is there anything else needed from the player to complete verification?

Thank you.

Nothing, these Cazimbo casino, they are not clean wheat.

Nada, estos de Cazimbo casino, no son trigo limpio.

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.

Hello Petronela,

Cazimbo casino has sent me to my email the statement of the transfer that I have been asking for since the first day and now I have finally been able to locate the transfer.

Everything is correct, you can now close this complaint.

We would have saved all of this if they had responded to me instantly with that document.

Team Guru, you do a great job, thank you very much for your assistance.

Hola Petronela,

Cazimbo casino me ha enviado a mi correo, el extracto de la transferencia que les llevo pidiendo desde el primer el día y ahora por fin, he podido localizar la transferencia.

Todo está correcto, ya podéis cerrar esta queja.

Todo esto nos lo habríamos ahorrado, si ellos me hubiesen respondido al instante con ese documento.

Equipo Gurú, hacéis una gran labor, mil gracias por vuestra asistencia.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Chemina, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Petronela

Casino.Guru