Cazimbo Casino - El reintegro del jugador se ha retrasado.

I won 21500 euros, the first 2 payouts went smoothly.

Verification successful

Exam passed

No problems.

Since I can only withdraw €500 per day and a maximum of €1500 at a time, I immediately requested the next withdrawals after the first ones (2 x €500).

Unfortunately, these have been in processing for over 8 business days. When I inquire, I'm only told to be patient, it's still being reviewed.

Ich habe 21500 Euro gewonnen, die ersten 2 Auszahlungen haben reibungslos funktioniert.

Verifizierung erfolgreich

Prüfung erfolgreich

Keine Probleme.

Da ich nur 500€ Pro Tag und Max 1500 Euro gleichzeitig auszahlen kann habe ich nach den ersten Auszahlungen (2x 500€) direkt die nächsten beantragt.

Leider sind diese seit über 8 Werktagen in Bearbeitung. Auf Rückfragen kommt nur ich solle Geduld haben es wird noch geprüft.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Yannikcaz,

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

Dear Yannikcaz,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Yannikcaz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla

We’ve reopened this complaint at the request of Yannikcaz. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Yannikcaz,

In order for us to better understand the current status of the issue, could you please clarify how much money has already been successfully paid out by the casino and how much still remains unpaid from the original amount of €21,500?

If possible, please also share screenshots of your completed and currently pending withdrawals from your casino account.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

Almost €3,500 was paid out within two months. It's unacceptable that every payment is delayed for so long, and that I get ten different answers in ten chats. One person says it's being reviewed, another says it's about to be paid out, and yet another says there are delays due to high demand.

My payout is delayed so much that, according to my calculations, it will take me almost 7 months to receive my money...

Es wurden innerhalb 2 Monaten knapp 3500 Euro ausgezahlt. Das kann ja nichts eit das jede Auszahlung so lange rausgezögert wird und ich bei 10 chats 10 verschiedene Antworten erhalte. Der eine sagt es wird geprüft der andere es ist kurz vor der Auszahlung der nächste sagt es gibt Verzögerungen wegen zu hohem aufkommen.

Meine Auszahlung wird so verzögert das ich nach meiner Berechnung knapp 7 Monate benötige mein Geld aus zu zahlen...

Dear Yannikcaz,

Thank you for sharing your feedback. We completely understand your frustration regarding the waiting times and the conflicting information you received during your chat inquiries.

Please be assured that we are closely monitoring your withdrawal requests. We have already contacted our financial department to get an official update and to see how we can expedite your pending transactions.

We are actively following up on this matter and will provide you with a clear update here as soon as we receive the necessary information from our team.

Thank you for your patience and cooperation in the meantime.

Best regards,

Cazimbo Casino Team

Dear Yannikcaz,

We would like to provide you with a new update regarding your transactions.

We can confirm that three additional withdrawal requests were successfully processed and completed from our end on May 20th. Furthermore, we are continuing to closely monitor the processing of your remaining requests submitted between May 20th and May 22nd to ensure they are handled as efficiently as possible.

Thank you again for your ongoing patience and cooperation.

Best regards,

Cazimbo Casino Team

Dear Yannikcaz,

Thank you for your patience.

The casino has informed us that three additional withdrawal requests were successfully processed and completed from their side on May 20th.

Could you please confirm whether you have already received these funds?

If yes, please let us know whether they were received within a reasonable time frame and how much has now been paid out in total.

Thank you in advance for your update.

Karla

Hello,

Yes, 3 arrived. 15,000 are still missing.

The next 3 payouts have been in processing since the 20th.

It generally takes 10-15 days for a payout to change its processing status. Add to that the contradictory statements from the supposedly human support staff (always the same texts... clearly mostly AI).

Hallo,

Ja 3 Kamen an. Es fehlen noch 15000

Die nächsten 3 Auszahlungen sind seit dem 20. In Bearbeitung.

Es dauert Grundsätzlich immer 10- 15 Tage bis eine Auszahlung den bearbeitungsstand wechselt. Dazu die widersprüchlichen Aussagen der angeblich menschlichen Supportmitarbeiter (immer die selben Texte.. eindeutig Großteil KI

Dear Yannikcaz, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Karla

Hello,

As the history here shows, I have already successfully received payouts.

Unfortunately, almost every payout is stretched out over 10-15 days due to "excessive volume".

I find it sad to delay a customer so much.

Everything is verified. The winnings came from a personal deposit and are therefore completely legitimate.

Of the €21,000 owed, €14,500 is still missing, but unfortunately, nothing has happened for over 13 days. I can gladly send you the chat logs with the same repeated messages; I've screenshotted everything.

Hallo,

Wie der Verlauf hier zeigt habe ich schon erfolgreich Auszahlungen erhalten.

Leider wird so gut wie jede Auszahlung auf 10-15 Tage gestreckt aufgrund "zu hohem Aufkommen"

Ich finde es traurig einen Kunden so dermaßen zu verzögern.

Es ist alles verifiziert. Der Gewinn entstand durch eine eigene Einzahlung und ist somit völlig legitim.

Von 21000 Euro fehlen noch 14.500 nur leider ist schon seit über 13 Tagen nichtsmehr passiert. Ich kann Ihnen gern die Chatverläufe mit den immer wieder selben Nachrichten zusenden ich habe alles gescreenshottet.

Dear Yannikcaz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina, (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Dear Yannikcaz,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cazimbo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Yannikcaz,

We would like to provide you with an update regarding your withdrawals.

Our system shows that your most recent successful withdrawal was processed on June 8th. Please rest assured that your remaining pending requests are being handled and will be completed as soon as possible.

Thank you very much for your continued patience.

Best regards,

Cazimbo Casino Team

Thank you Cazimbo Casino Team, do the good news!

Dear Yannikcaz

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Dear Yannikcaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello.

Three payments of €500 each were received. Nothing has come through since June 11th...

Hallo.

3 Auszahlungen a 500€ kamen wieder an. Seit 11.06. kam wieder nichts...

Dear Yannikcaz,

thank you for the update!

Dear Cazimbo Casino,

Could you please take a closer look at these withdrawals when possible?

We understand that processing times can vary, but we would appreciate any effort to ensure that the withdrawals are handled in line with the stated monthly withdrawal limit of €7,000.

If the actual withdrawal process differs significantly from the information currently published in our review, we may need to update it accordingly. Our goal is simply to provide players with fair, transparent, and up-to-date information based on their real experience.

Please also note that such an adjustment could have a negative impact on your Safety Index.

Thank you very much for your cooperation and understanding. We look forward to your update.

Dear Casinoguru,

Thank you for reaching out and for your cooperation in maintaining accurate information for the players.

We would like to confirm that all previous withdrawal requests for this account have already been successfully processed and completed. The only remaining requests are from June 18th, 19th, and 22nd, which are currently being processed by our financial department and will be settled shortly within this month.

Please be assured that we always make every effort to process as many requests as possible and accommodate our players efficiently. However, we would like to clarify that our stated monthly withdrawal limits represent a maximum allowable ceiling for payouts, rather than a guaranteed timeframe or immediate schedule for processing.

In line with this, we would like to draw your attention to Section 6.14 of our General Terms and Conditions, which states:

6.14: The Company reserves the right to make payments according to individual schedule, set the minimum and maximum amount per one transaction and the time for this transaction, which may differ depending on the withdrawal method, your account level or other relevant factors.

We are actively monitoring these remaining pending requests to ensure they are finalized as swiftly as possible.

Thank you for your patience and understanding, and we will keep you updated once the processing is complete.

Kind regards,

Cazimbo Casino Team

I've been waiting for 11 days already, how can it take so long...?

Ich warte schon wieder seit 11 Tagen wie kann das denn so lange gehen...

Dear Cazimbo Casino Team,

We would greatly appreciate it if you could kindly prioritize this case and provide us with an update on the status of the player's withdrawals.

The player has been waiting for quite some time, so any information regarding the current progress or the expected processing timeline would be very helpful.

Thank you very much in advance for your time and assistance.

Dear All,

We would like to inform you that withdrawal requests are being processed continuously. Most recently, on July 8th, 10th, and 11th, we successfully processed three separate withdrawals of €500 each.

Please rest assured that your current pending requests are being handled with priority. Thank you very much for your patience.

Kind regards,

Cazimbo Casino Team

Thank you Cazimbo Casino for the update!

Dear Yannikcaz,

please let me know, once the money reaches you and you are able to request new withdrawals.

Thank you very much in advance

Dear Yannikcaz,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martina
Casino.Guru