Cazimbo Casino - La cuenta del jugador ha sido cerrada sin motivo.

I had a very big win on the Sugar Rush 1000 slot by Pragmatic Play and accumulated total winnings of €18,000. I started withdrawing successfully, and everything seemed fine. After a few completed withdrawals, I continued playing and even made new deposits to show that my account remained active.

At the time my account was blocked, I had €14,000 in balance and three pending withdrawals of €500 each. My account was suddenly suspended without any violation of terms on my part. The reason given was "multiple failed login attempts," which I never made. Later, I was informed that the account was permanently closed due to the alleged "closure of the casino."

However, Cazimbo Casino is still fully operational today, accepting new player registrations and deposits. This proves the explanation given was false.

I have not breached any terms. I played fairly and won this amount legitimately.

It seems clear that this operator only values players when they lose money, not when they win. I am a good customer, making deposits and playing regularly, but the moment I won a significant amount, my account was unfairly closed and my funds withheld. This kind of selective treatment is unethical and unacceptable.

I demand the immediate payment of my winnings, and I urge your platform to intervene. Cazimbo Casino is ignoring all of my emails, which I have been sending daily to both their official addresses and to their parent company, Rabidi N.V.

Thank you for your time and support.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cazimbo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Could you please share communication from the casino containing any justification you received?
• Did you achieve your current balance with the help of a bonus?

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Tomas,

Thank you very much for your message and for reviewing my complaint regarding Cazimbo Casino.

Here are my answers:

How long I was a player and when the account was blocked:

I have been an active player at Cazimbo Casino for over a year. My account was unexpectedly blocked on Wednesday, July 2, 2025.

How I found out about the account being blocked:

When I tried to log in, I received a message saying my account was frozen due to "multiple incorrect login attempts." I want to clarify that I did not make these incorrect login attempts myself.

After contacting live chat, I was told the casino is "shutting down operations" and that my account was closed. They also said my remaining balance would be paid out to my withdrawal method.

Did I use a bonus:

I did not use any bonuses and I generally do not play with bonuses.

Withdrawals and balance update:

Yesterday, I received one of three pending withdrawals, amounting to €500.

Therefore, my new current balance is €14,000, with two remaining pending withdrawals of €500 each.

Despite the casino’s claim it is closing, the Cazimbo website is still fully operational and accepting new players, which is misleading and concerning.

The emails I have received so far do not provide a real solution or explanation and do not help resolve the issue. This communication leaves unresolved matters that need to be addressed urgently.

Please investigate this matter seriously and assist me in recovering my rightful funds.

Thank you in advance for your support.

Thanks for the detailed explanation of the situation.

• Did the casino process the withdrawal of some or all of your winnings?

Please let me know.

Yes, the casino processed three withdrawals of €500 each, totaling €1,500. However, a remaining balance of €14,081 is still unpaid. I have already provided my banking details, and the casino confirmed that the refund will be made in installments. So far, no amount has been received, and I am currently waiting for the payments to begin.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear Cazimbo Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel,

Thank you very much for your support.

I would like to inform you that I have already received some payments from the casino, and the process seems to be moving forward.

I will keep you updated on any further developments.

Best regards,

G**** T***

Dear all,

Please be informed that johnMadaras account was closed as per administration decision. We acted accordingly to our general Terms and Conditions which they agreed on when opening their account on our site:

Clause 3.9:- We reserve the right to deny opening of an account or close an existing account without prior notice or justification.

Furthermore, we would like to clarify that the player's active balance would be returned accordingly, currently the withdrawals have been processing in batches and will be paid in the earliest time.

We hope this has helped clarify the matter for you.

Best regards,

Cazimbo Casino Team.

Thank you, Cazimbo Casino Team!

Dear player, please, let us know when you will receive the whole disputed amount!

Dear Casino Guru team,

Thank you for your continued support.

I would like to inform you that the withdrawals from Cazimbo Casino are still being processed. While I have received several installments, the full amount has not yet been paid.

For this reason, I kindly ask for a little more time before closing the complaint, as I’m still waiting for the remaining balance to be received.

Thank you again for your assistance and understanding.

Of course, I will hold the complaint opened and ask again in 6 days!

Dear Pavel,

I would like to inform you that, unfortunately, the withdrawals have stopped completely right after I submitted my previous message.

I felt it was important to keep you updated on this development.

Thank you once again for your time and support.

Kind regards,

John

Hello, thank you for letting me know!

Cazimbo Casino, could you please let us know what are current limits for player's withdrawals and what is the estimate timeframe for withdrawing the whole balance successfully?

Dear all,

Please be informed that the player’s balance is currently being paid out in scheduled installments, as previously mentioned.

At present, there are 13 remaining payments pending processing. Kindly note that these payments are being executed on a daily basis during business days, excluding weekends.

We hope this helps clarify the matter.

Best regards,

Cazimbo Casino Team.

Dear all,

I’m currently awaiting the completion of the remaining withdrawals.

I trust the process will continue smoothly until the full amount is settled.

Best regards,

John Madaras.

I am extending the timer for 14 more days since the player has not yet informed that they had received their funds.

Dear Casino Guru team,

Thank you for your follow-up.

I would like to confirm that I have not yet received the full amount. I’m still waiting for the remaining withdrawals to be completed.

I will continue to monitor the situation and keep you updated.

Best regards,

johnMadaras

Dear Casino Guru team,

I would like to inform you that the matter has now been fully resolved and I have received the remaining balance from Cazimbo Casino.

I sincerely thank you for your valuable support, guidance, and patience throughout this process, which has been crucial in reaching this resolution.

Kind regards

John Madaras

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

Dear johnMadaras,

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,

Pavel