Cazimbo Casino - La cuenta del jugador ha sido cerrada injustamente.

I am claiming the payment of my winnings at Cazimbo Casino for approximately 11,600 soles (PEN), which is around 3,000 USD.

I registered on cazimbo.com on August 20, 2024, and I have used the account according to the terms and conditions of cazimbo.com.

- On August 20, I made my first deposit of 500 PEN (I have the bank receipt from my own account), but I did not gain any profits.

- On August 24, I made a deposit of 100 PEN and requested a withdrawal of 208.50 PEN, which was processed and paid on August 27 (I have the bank receipt of the deposit and a screenshot from Cazimbo.com stating that the withdrawal was successfully processed).

- On September 4, I made a deposit of 2,400 PEN and requested a withdrawal of 72 PEN, which was processed and paid on September 5. Additionally, I requested another withdrawal of 500 PEN, which was processed and paid on September 6 (I have the bank receipt from my own account and screenshots from Cazimbo.com indicating that both withdrawals were successfully processed), and I did not receive any other profits.

- On September 7, I made a deposit of 2,400 PEN (I have the bank receipt from my own account) and unfortunately did not receive any profits, only losses.

- On October 9, I made a deposit of 1,000 PEN (I have the bank receipt from my own account).

Then I made three withdrawal requests for the following amounts: 1,130.22 PEN, 1,374.50 PEN, and 1,631.34 PEN.

It was after making these withdrawal requests that Cazimbo.com asked me to verify my account, requesting I upload a selfie holding my ID (identity document) with the Cazimbo.com screen in the background, along with my ID, which I complied with precisely (I have screenshots of what Cazimbo.com requested and the selfie I uploaded to the Cazimbo.com website as well as my ID - DNI).

On October 14, Cazimbo.com informed me that they had proceeded to close my account and nullify my winnings, alleging that I did not pass the verification process and did not comply with their terms and conditions 9.1.

They also proceeded to cancel the withdrawal requests (I have screenshots).

As can be seen in the chronology of events, when I had losses, Cazimbo.com did not register any objections to my account. It is only when I requested withdrawals that Cazimbo.com requested verification of my account, which I strictly complied with, and then they used an untrue argument like point 9.1 of their terms and conditions, which refers to participating in fraudulent use activities or using funds that do not belong to me – things I have not done at any point.

I used my Cazimbo.com account knowing the inherent risks of sports betting and casino games, aware that I could either win or lose. When I experienced losses, I accepted them, and only when I obtained winnings did Cazimbo.com proceed to close my account and nullify my winnings, clearly using a false excuse not to pay the earned winnings. At the time of closing my account, I had a total balance of approximately 11,600 PEN.

As can be verified, I have evidence supporting my claim for the fair payment of the balance (approximately 11,600 PEN) that was in my Cazimbo.com account on the date they closed it using a false argument.

I sent these same arguments to Cazimbo.com, and on 12/05 they replied with the following: "Please note that, by the decision of the management, your account was closed."

Reclamo el pago de mis ganancias en cazimbo casino por 11,600 soles (PEN) aproximadamente unos 3,000 USD,

Me registré en cazimbo.com el 20 de agosto 2024, y he utilizado la cuenta bajo las consideraciones de los términos y condiciones de cazimbo.com

- el 20 de agosto realicé mi primer depósito de 500 PEN (Tengo el comprobante bancario de mi cuenta propia), no obtuve ninguna ganancia.

- el 24 de agosto realicé un deposito de 100 PEN y solicité un retiro de 208.50 PEN que si fue procesado y pagado el 27 de agosto (tengo comprobante bancario del deposito y captura de pantalla de Cazimbo.com informando que el retiro fue procesado exitosamente)

- el 04 de setiembre realicé un deposito de 2,400 PEN y solicité un retiro de 72 PEN, fue procesado y pagado el 05 de setiembre, además solicité otro retiro por 500 PEN, fue procesado y pagado el 06 de setiembre ( tengo el comprobante bancario de mi cuenta propia y capturas de pantalla de Cazimbo.com informando que ambos retiros fueron procesado exitosamente) y no obtuve alguna otra ganancia

- El 07 de setiembre realicé un depósito de 2,400 PEN ( tengo comprobante bancario de mi cuenta propia) y no obtuve ninguna ganancia lamentablemente para mí y sólo tuve pérdidas

- el 09 de octubre realicé un deposito de 1,000 PEN ( tengo el comprobante bancario de mi cuenta propia)

Y luego realicé tres solicitudes de retiro por los siguientes montos: 1,130.22 PEN, 1374.5 PEN y 1631.34 PEN

Es entonces que después que realicé las solicitudes de retiro que Cazimbo.com me solicita la verificación de mi cuenta, pidiendo que suba una foto selfie sosteniendo mi DNI (documento de identidad) teniendo de fondo la pantalla de Cazimbo.com por detrás mi persona y subir mi documento de identidad, lo cual cumplo con realizar estrictamente ( tengo las capturas de pantalla de lo que Cazimbo.com solicitó y el selfie que subí a la página web de Cazimbo.com asi como también subí mi documento de identidad - DNI)

Es el 14 de octubre que Cazimbo.com me informa que ha procedido a cerrar mi cuenta y anular las ganancias obtenidas y aduce que no se pasó el proceso de verificación y que no he cumplido con los términos y condiciones 9.1

Y también procede a cancelar las solicitudes de retiro ( tengo capturas de pantalla)

Como se puede apreciar en la cronología de hechos, cuando tuve pérdidas Cazimbo.com no registró ninguna objeción a mi cuenta.. es sólo cuando solicité los retiros es cuando Cazimbo.com procede a solicitar la verificación de mi cuenta y cumplí estrictamente con la solicitud de verificación y después Cazimbo.com utiliza un argumento carente de veracidad como es el punto 9.1 de los términos y condiciones, que es el de participar en actividades de uso fraudulento, o utilizar fondos que no me pertenecen, y otros hechos que no he realizado en ningún momento,

Utilicé mi cuenta de Cazimbo.com sabiendo los riesgos propios de apuestas deportivas y de casino, sabiendo que podría obtener ganancias o pérdidas.. cuando tuve pérdidas acepté los hechos, y sólo cuando obtuve ganancias es cuando Cazimbo.com procede a cerrar mi cuenta y anular las ganancias, claramente utilizando una excusa falaz para no pagar las ganancias obtenidas, al momento de cerrar mi cuenta tenía un total de saldo aproximado de 11,600 PEN

Como se puede verificar, tengo las pruebas que respaldan mi reclamo del pago del saldo justo (11,600 PEN aproximadamente) que dejé en mi cuenta de Cazimbo.com a la fecha que cerraron mi cuenta utilizando un argumento falaz.

Estos mismos argumentos les envié a Cazimbo.com y el 05/12 me respondieron lo siguiente; " Tenga en cuenta que, por decisión de la administración, su cuenta fue cerrada"

Dear Mbm2019,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve faced with Cazimbo Casino regarding your account closure and withdrawal. To help us better understand the situation and proceed with the case, I have a few questions:

• Can you please confirm if you have received any further communication from Cazimbo Casino since their last response on December 5th?
• Do you have any documentation or additional details related to the verification process that they claim you did not pass?
• Could you please clarify whether the deposits you made, as well as the winnings, were used exclusively from your own funds?
• Have you checked their terms and conditions to see if any specific rules were violated regarding your deposits, withdrawals, or account usage?

Your cooperation is essential to move forward with this case. Without your input, we won’t be able to proceed with an investigation or attempt to resolve the issue effectively.

If you have any relevant screenshots, communication, or other supporting documents, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

- I have not received any communication from Cazimbo Casino since December 5th, in which Cazimbo Casino responds to my claim for payment of winnings: "Please note that, by order of the administration, your account was closed without the possibility of reopening it"

- if I have additional details and documentation with the verification process, the screenshots where Cazimbo states that "Your account requires verification" and requests that two documents be uploaded: a selfie photo with my identity document and its website in the background, as well as that I upload my identity document on both sides to confirm and legitimize my identity; I have a screenshot after uploading the requested documents, where it can be seen that it appears that both documents are pending approval (and the upload date of both documents appears 10/12/2024)

- Regarding the deposits made to Cazimbo Casino, I was strictly careful to keep the bank receipts of the deposits I made in order to consequently demonstrate the rigorous compliance that the funds used were my own and therefore made from my own savings bank account, and I also have the bank statements and monthly movements that truly demonstrate that I used my own funds; as well as the withdrawals successfully approved by Cazimbo Casino were by bank transfer and for this they asked me to fill out the form with my bank details such as the CCI interbank account number and the type of account (my savings account), I have the withdrawal emails successfully approved by Cazimbo

- I have been careful to strictly comply with the terms and conditions in all aspects, that is why the conduct of Cazimbo Casino is questionable, since if Cazimbo had detected any indication of fraud or violation of the terms and conditions, then why did not close the account at that time (so I would not have been able to make the deposits, or use my account), because according to the chronology of events, only at the moment after requesting the three (03) withdrawals of profits, delays the payment process by requesting verification of my account (and I strictly comply with the request) and then sends me a response of the account closure and cancellation of profits (Cazimbo had even classified my account as Level 2 VIP), it is seen in the chronology of events that I mostly only had losses and only with the last deposit made, is that I was able to make profits and there the conduct of Cazimbo casino is questionable because I strictly complied with the T. and C. and the evidence shows it, and at the time of requesting the profits it is clearly using a fallacious excuse not to pay me the profits obtained.

Dear Petronela, I will send you the evidence I have mentioned by mail to cooperate with the investigation and thus move forward with the case.

- No he recibido ninguna comunicación de Cazimbo Casino desde el 05 de diciembre, en la cuál Cazimbo Casino me responde al reclamo de pago de ganancias: "tenga en cuenta que, por disposición de la administración, su cuenta fue cerrada sin posibilidad de volver a abrirla"

- si tengo detalles y documentación adicionales con el proceso de verificación, las capturas de pantalla donde Cazimbo dispone que "Su cuenta requiere verificación" y solicita que se suba dos documentos: una foto selfie con mi documento de identidad y de fondo su sitio web, además también que suba mi documento de identidad por ambos lados para confirmar y legitimar mi identidad; tengo una captura de pantalla después de cumplir con subir los documentos solicitados, en donde se puede apreciar que aparece que ambos documentos están en aprobación pendiente (y aparece la fecha de subida de ambos documentos 12/10/2024)

- Con relación a los depósitos realizados a Cazimbo Casino, fui estrictamente cuidadosa de guardar los comprobantes bancarios de los depósitos que realicé para así en consecuencia demostrar el cumplimiento riguroso que los fondos utilizados fueron propios y por lo tanto realizados desde mi propia cuenta bancaria de ahorros, y también tengo los estados bancarios y movimientos mensuales que demuestran verazmente que utilicé mis fondos propios; así también los retiros aprobados exitosamente por Cazimbo Casino fueron mediante transferencia bancaria y para ello me solicitaban llenar el formulario con mis datos bancarios como el número de cuenta interbancario CCI y el tipo de cuenta (mi cuenta de ahorros), tengo los correos de retiro aprobados exitosamente por Cazimbo

- he sido cuidadosa de cumplir estrictamente con los términos y condiciones en todos los aspectos, por eso es cuestionable el proceder de Cazimbo Casino, ya que si Cazimbo hubiese sido detectado cualquier indicio de fraude o violación de los términos y condiciones, entonces porqué no cerró la cuenta en ese momento (así no habría podido realizar los depósitos, ni utilizar mi cuenta), porque según la cronología de hechos, sólo al momento después de solicitar los tres (03) retiros de ganancias, demora el proceso de pago mediante la solicitud de verificación de mi cuenta (y cumplo estrictamente con lo solicitado) y después me envía una respuesta del cierre de cuenta y anulación de ganancias (inclusive Cazimbo había catalogado mi cuenta a Nivel 2 VIP), se aprecia en la cronología de hechos que mayormente sólo tuve pérdidas y sólo con el último depósito realizado, es que pude obtener ganancias y ahí es cuestionable el proceder de Cazimbo casino porque cumplí estrictamente con los T. y C. y así lo demuestran las pruebas, y en el momento de solicitar las ganancias es que claramente utiliza una excusa falaz para no pagarme las ganancias obtenidas.

Estimada Petronela, le enviaré mediante correo las pruebas que he mencionado para cooperar con la investigación y así se pueda avanzar con el caso.

Thank you very much, Mbm2019, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Mbm2019,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Cazimbo Casino to join the conversation.

Dear Cazimbo Casino,

I would appreciate it if you could provide clarification regarding the reasons behind the player's failure to pass the verification procedure. Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. If this information cannot be disclosed publicly, I kindly request that you send it, along with any relevant evidence, to my email at michal.k@casino.guru