Cazimbo Casino - El retiro del jugador se retrasa.

I have been waiting for the withdrawal for more than 15 days and they always tell me the same thing, that it is in process, that they are sorry and that they have me waiting for more than 15 days and my money has not arrived.

Llevo esperando el retiro mas de 15 días y siempre me dicen lo mismo, q esta en porceso, q disculpa y en eso me tienen esperando mas de 15 dias y no llega mi dinero

Dear omarperiche,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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?

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.

Best regards,

Kristina

First time doing a retreat.

I have never been asked to verify my account.

All my winnings were without bonus.

Primera vez a hago retiro.

Nunca me han pedido verificar mi cuenta.

Todas mis ganancias fueron sin bono.

Thank you for your reply, omarperiche. Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Also, have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

The current status is still pending

I have also sent them emails and they don't respond.

El estado actual sigue siendo pendiente

También le he enviado correos y no me responden

Thank you very much, omarperiche, for your cooperation. I will now transfer your complaint to my colleague Martin (martin.l@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.

Hello omarperiche,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Cazimbo Casino representative to enter the discussion.

Dear casino representative, could you please check the case and explain to us what happened? I understand that there is a possibility of the casino being overwhelmed by a large number of withdrawals, but is there a particular timeframe, in which omarperiche can expect his withdrawal to be processed?

I'm still waiting for a response from the casino. What happens if the casino I'm reporting to doesn't respond?

Todavía estoy esperando respuesta del casino. Y si el casino al q denuncio no responde q pasa?

Hello omarperiche,

Rest assured, we will do our best to contact the casino in any way that is possible for us. On top of this, looking at previous complaints filed against this casino, I can see it has been responsive.

If you want to find out more about our complaint resolution process, you can check out this link https://casino.guru/how-we-resolve-casino-complaints

Dear omarperiche,

We would kindly request to contact us via email in order to receive the ARN code confirmation of the successful completion of your withdrawal request.

We would also like to kindly inform you that we endeavour to complete the pending withdrawal as soon as possible.

Thank you in advance.

Kind Regards,

Cazimbo Casino Team

Dear Cazimbo Casino representative,

thank you for the update. I am confident the issue will be resolved in the near future.

Dear omarperiche,

can you kindly contact the casino as asked?

I already wrote to you to receive my ARN withdrawal code... Now I need you to reply.

Ya les escribí para recibir mi código ARN de retiro.... Ahora hace falta q contesten

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 omarperiche,

We would like to inform you that you've been provided with the ARN code confirmation of the required payment.

We would also kindly request to provide us the documents requested via email in order to complete your account verification and proceed with the pending withdrawal.

Thank you in advance.

Kind Regards,

Cazimbo Casino Team

The withdrawal of 499 USD is also missing, only the old withdrawal is provided... I should also tell you in advance that they are asking me for an invoice that has my name on it and I do not have any household invoices in my name, it is in my mother's name, what I can provide is the ID with the selfie with the website. Give me responsibilities, would that be okay?

Falta el retiro de 499 usd también, solo me proporciona el antigüo retiro.... decirle también de antemano q me están pidiendo una factura a tenga mi nombre y yo no tengo facturas de mi casa a mi nombre, está a nombre de mi madre, lo q le puedo proporcionar es el ID con la selfie con la página web. Denme responsabilidades si estaría bien eso solamente

Good morning everyone,

I would like to thank you both for your updates. Dear casino representative, what are the alternative options for document verification, as the player can not provide the documents you require? Would the ID with the selfie be sufficient?

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 omarperiche,

We would want to inform you that we are checking your request with the relevant department and we will share an update at the earliest as possible. Thank you!

Thank you for being so patient with us! We really appreciate it.

Best regards,

Cazimbo team.

Dear Cazimbo Casino representative,

thank you for the update. Please let us know when the alternative verification option becomes available.

Dear omarperiche,

I appreciate your patience. If you have any updates on the matter, please keep us updated.

Dear omarperiche,

We kindly suggest you to please upload the documents in a PDF format, via verification tab from your profile and please make sure you have not edited or modified the document. Please upload the PDF as it is. Thank you!

We are waiting for your updates.

Best regards,

Cazimbo team.

Dear omarperiche,

are there any updates on your situation?

Dear omarperiche,

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,
Martin
Casino.Guru