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On 31/01, I requested a withdrawal of 500€, which was the result of winning a sports bet with a deposit of 200€. Initially, the withdrawal appeared as pending, and because there were holidays involved, I understood that there could be a delay. A few days later, I contacted Cazimbo via email and they said the order had been processed. However, when I checked with my bank, there was no record of it… The other day I logged into my account, and to my surprise, the withdrawal order had disappeared. I sent them another email to find out what happened, and they have not responded yet.

El dia 31/01 solicite el reintegro de 500€ resultado de haber ganado una apuesta deportiva con un depósito de 200€. Al principio salia como pendiente el reintegro y al haber dias festivos de por medio comprendi que se retrasase. Unos dias despues, me puse en contacto con cazimbo via E-mail y ellos dijeron que la orden estaba dada pero al comprobarlo en mi entidad bancaria allí no constaba nada… El otro dia entre en mi cuenta y cual fue mi sorpresa al ver que la orden de reintegro habia desaparecido, les mande nuevamente un E-mail para ver que pasaba y no han dado señales de vida

Dear MRM280,

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?

Have you accumulated 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

Good morning,

I had not made any withdrawals before and the verification issue was not requested, so I don't know for sure.

It was played without a bonus, so the accumulated winnings were from the money that was simply played

Buenos dias,

No habia hecho ningun retiro antes y el tema de verificacion no se me solicitó, asi que no lo sé seguro.

Se jugo sin bono, asi que las ganancias acumuladas fueron del dinero que se jugo simplemente

Thank you for your reply, MRM280. Could you please post a screenshot of your withdrawal history from the casino account here in this thread?

Additionally, 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.

Attached is a screenshot of all the movements that appear, in fact now there is a deposit of €30 that I did not make…

Adjunto captura de todos los movimentos que constan, de hecho ahora hay un depósito de 30€ que yo no realice…

Thank you very much, MRM280, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 MRM280,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I 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 player's withdrawal? Can you please double-check if the payment has indeed been processed on your side?

Thank you.

Best wishes,

Tomas

Casino.Guru

Good afternoon,

Yes, the payment was processed on my part and in fact today, miraculously, a settlement appeared in my favor in Cazimbo for the amount claimed and they sent me an email indicating that they had canceled the refund made on 12/31.

Buenas tardes,

Si, el pago se proceso por mi parte y de hecho hoy milagrosamente aparecio un salgo a mi favor en cazimbo por la cantidad reclamada y me mandaron un email indicando que habian cancelado el reintegro realizado el dia 31/12

I have requested the refund again to see what happens this time...

and this is the proof of today's operation...

He vuelto a solicitar el reintegro nuevamente a ver q pasa esta vez…

y este es el justificante de la operacion de hoy…

Hello MRM280,

Thank you for the information. Can you please update us once you have received the payment so we can consider the case resolved?

Thank you.

It remains pending... let's see between now and Monday...

Sigue como pendiente… a ver de aquí al lunes…

Today, Monday, the payment is still not made and I received this email from cazimbo...

Hoy lunes el pago sigue sin realizarse y recibi este email por parte de cazimbo…

They are doing the same thing as the last time, the movement on the main screen has disappeared. but in the history of movements it continues to appear...

Estan haciendo lo mismo q la ultima vez, ha desaparecido el movimento en la pantalla gral. pero en el historico de movimientos sigue saliendo…

Dear Cazimbo Casino,

Could you please inform us once the payment has been processed on your end? Thank you.

As of today, the requested refund has not been made and nothing is known about it…

A dia de hoy no se ha producido el reintegro solicitado y no se sabe nada de el…

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

I will do it this way... although it had not been requested of me before, otherwise I have to assume that it would have already been resolved.

Asi lo hare… aunque no se me habia solicitado antes sino he de suponer que ya se habria resuelto

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

Thank you, Cazimbo Casino Team, for the clarification.

Dear MRM280,

Please keep me informed about any further developments. Hopefully, everything will be sorted out in no time.

Looking forward to hearing from you.

Well, I don't see it so clearly... they are asking me for the card transactions, I have sent it to them several times and they tell me that it is not correct because not all the transactions can be seen but I am giving them directly from the bank statement, even I attached the details of the account so that we could see entries and exits, and not even for those... so it is not clear to me that they want to return the money when it is still not in my account balance and the operation has been left as pending...

Pues no lo veo yo tan claro… me estan pidiendo los movimientos de la tarjeta, se lo he hecho llegar varias veces y me dicen que no es correcto porque no se ven todos los movimientos pero es que se los doy directamente del extracto bancario, incluso adjunte ls de la cuenta para que vieramos entradas y salidas, y ni por esas… asi q no veo claro que quieran devolver el dinero cuando sigue sin estar en mi saldo de la cuenta y se ha quedado la operacion como pendiente…

Dear Cazimbo Casino Team,

• Can you please furnish a list of the documents necessary to complete the player's account verification?

Thank you in advance.

Now I can't even enter the page...

Ahora ni siquiera puedo entrar en la pagina…

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.

We regret to inform you that, despite our efforts, we have not received any response from the casino regarding the issue at hand. Consequently, we are compelled to officially close the complaint as 'unresolved'. It's important to note that the casino retains the option to revisit and reopen this complaint at any point in the future.

We understand the frustration and disappointment this may cause, and we sincerely apologize for not being able to offer more assistance in resolving the matter. Should there be any developments or if you require further support, please do not hesitate to reach out to us.

Dear MRM280,

If you wish to contact the Licensing Authority, here's how you can do it. Please let me know at petronela.k@casino.guru if you need any assistance.

Don't worry, they have done everything they could to resolve it amicably but as has become clear the casino has not done its part at any time and that is why a few days ago I contacted consumer to file the corresponding complaint

No se preocupen, han hecho todo lo que han podido por solucionarlo amistosamente pero como ha quedado claro el casino no ha puesto en ningun momento de su parte y es por eso que hace unos dias contacte con consumo pasa presentar la correspondiente denuncia

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Cazimbo Casino Team,

• Could you kindly provide a list of the required documents for completing the player's account verification process?

Thank you in advance.

Dear all,

Please be informed that we require the transaction history document to be unedited.

As we see in the provided document, several details have been concealed.

For the time being, the full unedited transaction history for the period 15.12.2023-15.01.2024 in PDF format is the only document that we are expecting.

Best regards,

Cazimbo Administration

I have sent them several times documents with the card transactions, the bank ones and always unedited, I sent them as I downloaded them from the bank's website and they still do not accept it...

And to make matters worse, I haven't even been able to access the website for a while now...

Les he mandado diversas veces documentos con los movimientos de la tarjeta, los bancarios y siempre sin editar, se los enviaba tal cual los descargaba de la página del banco y siguen sin aceptarlo…

Y para más inri hace ya un tiempo que ni siquiera puedo entrar a la página web…

Hi MRM280,

Could you please forward those documents to petronela.k@casino.guru for our review?

Thank you.

Ok, I am sending you the documentation that you requested.

Ok, les hago llegar la documentacion que me solicitaron

Hi MRM280,

Please ensure that you do not conceal or mask any information on the documents you provide to the casino. I noticed that on several documents you forwarded to me, certain information was covered. Documents in this condition will not be accepted by the casino, and your KYC process will not be completed.

Ok, but the problem is that now I can't get it to you because I can't enter the website

Ok, pero el problema es que ahora no puedo hacerselo llegar pq no puedo entrar en la pàgina web

Dear Cazimbo Casino Team,

• Could you please advise an email address where the documents should be sent since the player's account is blocked?

Thank you very much.

Dear all,

We are expecting the customer to provide the documentation to the support email address - support@cazimbo.com.

Reminder: we are waiting for the full unedited transaction history for the period 15.12.2023-15.01.2024 in PDF format.

Thank you in advance.

Sincerely,

Cazimbo Team

Thank you so much, Cazimbo Casino Team, for your assistance.

Dear MRM280,

Please send all the requested documents and keep me informed about any further developments.

Thank you in advance.

I have sent the documentation with a copy to you so that we can see if this is resolved once and for all.

He enviada la documentacion con copia a ustedes para que a ver si de una vez se solventa esto

Thank you, MRM280, for your email.

Hello Cazimbo Casino Team,

• Are the documents that were sent okay now?

Thank you.

At the moment I have not received a response from the casino nor have I received the refund

De momento ni he recibido respuesta del casino ni he recibido el reintegro

Dear customer,

Please be informed that we are currently reviewing the provided documents.

Your patience is appreciated.

Best regards,

Cazimbo Administration

Thank you, Cazimbo Casino Team, for your reply.

Please keep us informed about any further updates.

Looking forward to hearing from you.

As of today, they still haven't shown up... they didn't even respond to the email when I sent it to them.

A fecha de hoy siguen sin manifestarse… ni siquiera contestaron al email cuando se lo mande

Dear all,

We are happy to inform you that the customer's account has been verified!

Let us know if we can be of more help.

Sincerely,

Cazimbo Team

I understand then that there will be no problem with them refunding me as I requested at the time... since I cannot request it again because I cannot enter their page

Entiendo entonces que ya no habra problema con que me hagan el reintegro tal y como solicite en su momento… ya que no puedo volver a solicitarlo porque no puedo entrar en su pagina

I have requested the refund again to see if this time there is better luck...

He vuelto a solicitar el reintegro a ver si esta vez hay mejor suerte…

Hi MRM280,

Since you requested a refund on the 28th of April, I will set the timer for an additional 7 days and hopefully by that time, you will receive your funds.

Please keep me informed about any further developments.

Thank you.

Ok, with anything I will keep you informed

Ok, con cualquier cosa yo les mantengo informados

As of today I have not received anything at all and I am once again unable to enter the page to check the status

A dia de hoy no he recibido nada de nada y vuelvo a no poder entrar en la pagina para comprobar el estado

Dear Cazimbo Casino Team,

• Could you kindly verify the status of the player's refund and update us on any additional steps required to receive the funds?

Thank you.