Cazimbo Casino - A retirada do jogador está atrasada.

I have been waiting for a withdrawal for 4 days now, and the customer service at Cazimo keeps putting me off by saying it's still in process. I find this amount of time excessive and I'm starting to question the credibility of this casino.

Llevo esperando un retiro ya van por 4 días y desde el servicio al cliente de Cazimo no me dan más que largas diciéndome que esta en proceso todo el tiempo pareciéndome un tiempo excesivo ya y dudando de la credibilidad de este casino

Dear Peternac66,

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,

Kristina

Yes, but in their information on withdrawals they say that the processing time is 1 to 3 days and starting here one cannot help but have doubts about the credibility of this casino. For me at the moment it leaves a lot to be desired

Ya,pero en su información sobre retiros dicen que el tiempo de procesamiento es de 1 a 3 días y empezando por aqui uno no puede dejar de albergar dudas sobre la credibilidad de este casino.Para mi de momento deja mucho que desear

7 days after the withdrawal request I still have no news from cazimbo, also since I have won another 1000 euros and I have withdrawn them they have reduced my bets to 1 euro, but they still have not made the withdrawal and from the customer service everything They are topics and computerized answers. All of this smells very bad to me.

7 días después de la solicitud de retirada sigo sin tener noticias de cazimbo,además como he ganado otros 1000 euros y los he retirado me han reducido las apuestas a 1 euro,pero siguen sin efectuarme la retirada y desde el servicio de atencion al cliente todo son topicos y respuestas informatizadas.Todo esto me huele muy mal

Thank you for your reply, Peternac66. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Good afternoon. The news now is that after 10 days they ask me to verify my account. I have sent them the required documents, but they have accepted all of them (DNI, residence verification, bank card) except for the transactions of the last 2 months of the card, I have sent them the screenshots but they do not accept it, I do not know why. So I am the same as at the beginning. With the withdrawals pending and blocked. A total of 1495 euros that it is clear that they do not have no intention to pay me

Buenas tardes.La.novedad ahora es que después de 10 días me piden verificar mi cuenta.Yo les he enviado los documentos requeridos,pero me han aceptado todos (DNI,comprobación de residencia,tarjeta bancaria) excepto el de las transacciones de los últimos 2 meses de la tarjeta,que les he enviado las capturas de pantalla pero no me lo aceptan no se porque motivo.Asi que estoy igual que al principio.Con los retiros pendientes y bloqueados.Un total de 1495 euros que está claro que no tienen ninguna intención de pagarme

Today I have lost hope of recovering the money because I am almost certain that this casino is a fraud. First, because they never respond to emails. Second, because from the live chat they only respond to you with robotic responses as if it were a machine and no one was behind it, third, because in the verification process I have sent them all the required documents and I don't know why they reject me for the 2 months of the last transactions when it is clearly seen with a pdf file as they ask me all those movements including those of your Casino, and fourth, because given the background they do not inspire any confidence in me. If you could help me I would appreciate it but I have already lost hope that my withdrawals will be paid. I have been doing this for many years, and I know how to recognize when a casino or betting house is reliable and when it is not. Thank you very much for listening to me

A día de hoy he perdido la esperanza de recuperar el dinero porque tengo casi certezas que este casino es un fraude.Primero,porque nunca contestan a Los email.Segundo,porque desde el chat en live solo te responden con respuestas robotizadas como si fuera una máquina y no estuviera nadie detrás,tercero,porque en el proceso de verificación les he mandado todos los documentos requeridos y no se por que motivo me rechazan el de los 2 meses de las últimas transacciones cuando se ve claramente con un archivo pdf como me piden todos esos movimientos incluidos los de su Casino,y cuarto,porque visto los antecedentes no me inspiran ninguna confianza.Si pudieran ayudarme se lo agradecería pero ya he perdido las esperanzas de que me paguen los retiros.Son muchos años en esto,y se reconocer cuando un casino o casa de apuestas es fiable y cuando no.Muchas gracias por escucharme

Thank you for your reply, Peternac66. Have you made any successful withdrawals before? Do I understand correctly that currently, the only obstacle causing the delay in payment is the problem with bank statement verification?

Did you accumulate your winnings with or without an active bonus?

I have not made any successful withdrawal before with Cazimbo nor used any bonus. I made 2 deposits of 100 euros and 280 more and over time accumulated 1495 euros in profits. I made 3 withdrawals and they asked me for a series of data to verify. My ID (verified ) my used card (verified) and my current residence (verified). In the last transactions with my card on their website "curiously" the data is blocked and they never answer me in their email. In the online customer service there is no They give me no solution other than useless answers without any sense. I have made a screenshot of all the data that I indicate to show you that Cazimbo is a scam

No he realizado ningun retiro exitoso antes con Cazimbo ni utilice ningún bono.Realice 2 ingresos de 100 euros y 280 más y con el tiempo acumule 1495 euros en ganancias.Realice 3 retiros y me pidieron una serie de datos para verificar.Mi DNI (verificado) mi tarjeta utilizada (verificada) y mi residencia actual (verificada).En el de las ultimas transacciones con mi tarjeta en su web "curiosamente" se quedan bloqueados los datos y en su email nunca me contestan.En el servicio de atención online no me dan ninguna solución más que respuestas inutiles sin ningún sentido.He hecho una captura de pantalla de todos los datos que les indico para demostrales que Cazimbo es una estafa

I have lost an afternoon of work to go to the bank to get the statement they needed and they have rejected it for some reason. Any more reason to prove that Cazimbo is a scam and they are scoundrels?

He perdido una tarde de trabajo para ir al Banco a por el extracto que necesitaban y me lo han rechazado no se por que motivo.Alguna razón más para demostrar que Cazimbo es una estafa y son unos sinverguenzas?

Thank you very much for your reply, Peternac66. Could you 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.

I have already sent you the relevant information to your email. I have told you about Cazimbo's bad faith and its intention not to pay my withdrawals. I have sent you to verify my account my ID, my used card, my residence card and a pdf with the transactions on my card as they requested. Their response has been null.

Ya le he mandado la información relevante a su email.Comentarles con respecto a Cazimbo su mala fe y su intención de no pagar mis retiros.Les he enviado para verificar mi cuenta mi DNI,mi tarjeta utilizada,mi tarjeta se residencia y un pdf con las transacciones de mi tarjeta tal como me pedían.Su respuesta ha sido nula.

Thank you very much, Peternac66, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi Peternac66,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino and we'll see what can be done when they reply. In the meantime, could you please specify if the document you uploaded to the complaint thread is the bank statement you have been trying to verify? Have you downloaded it directly from your bank account or received it via email from the bank? There's no information about the bank account number, owner, types of transactions, etc., so I doubt it can be used for verification purposes.

Dear Cazimbo Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify what document is required from the player at the moment? Is the unfinished verification the only obstacle before processing the player's withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

No, of course that is not the document. The document sent to Cazimbo is the pdf sent to his email where the statements are specified with the Bank's letterhead and with my name and surname, but Cazimbo continues to reject it, I don't know why. reason

No por supuesto que ese no es el documento.El documento enviado a Cazimbo es el pdf enviado a su email donde viene especificado los extractos con el membrete del Banco y con mi nombre y apellidos,pero Cazimbo me lo sigue rechazando no se ya por que motivo

Dear Customer,

We would like to inform you that the transaction history should be downloaded as an original PDF file from bank’s website or mobile app. Unfortunately, we do not accept screenshots, scanned images or excel files. In case if you have difficulties with it, please contact your bank’s support.

Please let us know in case your bank support states that they cannot provide a PDF file with transactions.

We sincerely appreciate your cooperation on this matter.

Best Regards,

Customer Service

Cazimbo looks in a bad place with that answer because the file is an original PDF and so I am going to send it to casinogurues for them to evaluate it.

Cazimbo queda en mal lugar con esa respuesta porque el archivo es un PDF original y así se lo voy a enviar a casinogurues para que lo evalúen.

Dear Peternac66, I have checked your emails, and one of the documents you sent was edited therefore there are some doubts that these can be original documents. I have also found some examples of CaixaBank statements, and they look different from your document. Please, make sure you download original documents directly from your bank account on the bank's website or from a mobile app and do not modify them in any other program. You can also make a video of how you download such a document from your account and open it to eliminate any possible doubts.

Dear Natalia, my Caixabank manager is sending me all my documentation via website in PDF format without any modification. I will send you this information right now to clear up any doubts. What you should really investigate is why Cazimbo has so many negative reviews and for what reason. They have been owing me 1495 euros for a month now when they already have my ID, bank card used with my name and all its digits, residence certificate, and my transactions in pdf with my card. That's what I can't understand

Estimada Natalia me está mandando mi gestor de Caixabank toda mi documentación vía página web en formato pdf sin modificación alguna.Le mandaré ahora mismo dicha información para que salga de dudas.Lo que deberían investigar realmente es porque cazimbo tiene tantas críticas negativas y por que motivo llevan ya un mes que me deben 1495 euros cuando ya tienen mi DNI,Tarjeta bancaria utilizada con mi nombre y todos los digitos de la misma,certificado de residencia,y mis transacciones en pdf con mi tarjeta.Eso es lo que no logro entender

The document you refer to that is edited was a scanned copy of a jpg image converted to pdf due to my ignorance that this was not valid. From that moment on my documents have been sent to me by my caixabank manager and they are original pdfs and Cazimbo keeps rejecting them over and over again.

El documento al que se refiere que está editado fue una copia escaneada de una imagen jpg pasada a pdf debido a mi desconocimiento de que esto no valiera.A partir de ese momento mis documentos me los ha mandado mi gestor de caixabank y son pdf originales y me los sigue rechazando Cazimbo una y otra vez.

Tell me what is modified about this pdf. I don't understand anything.

Dígame que tiene de modificado este pdf.Es que yo no entiendo nada

Dear Customer,

We would like to inform you that the transaction history you provided is a scanned copy in PDF form and unfortunately, this cannot be accepted. We kindly request you to contact your bank’s support and request them to send original PDF transaction history via email. Please let us know in case your bank support states that they cannot provide a PDF file with transactions.

We sincerely appreciate your cooperation on this matter.

Best Regards,

Customer Service

Well, they are the only documents that my bank can provide me with. I would like to propose other payment formulas and this way we avoid always having to think about the same issue: What if the PDF is scanned or original? I need the money for my family so I ask Cazimbo to please formulate other payment alternatives because my Bank only sends me those PDFs and if they are not valid for you, we are discussing the same topic all the time and we are not making any progress. Tell me then what to do

Pues son los únicos documentos que me puede proporcionar mi banco.Quisiera proponer entonces otras fórmulas de pago y así nos evitamos estar siempre con el mismo tema dándole vueltas:Que si el PDF es escaneado u original.Yo necesito el dinero para mi familia así que solicito a Cazimbo que por favor me formule otras alternativas de pago porque mi Banco solo me manda esos PDFs y si no son válidos para ustedes estamos todo el tiempo discutiendo sobre el mismo tema y no avanzamos nada.Diganme entonces que hacer

Dear Peternac66, I believe that if you can share screenshots of your communication with your bank representative where they clearly state that they do not provide original PDF transaction history to their clients, then the casino will consider any alternative options.

Hello Natalia. Cazimbo has my ID (verified), my residence address (verified), the details of my credit card where I made the deposits (verified). I don't see why after 4 weeks sending her bank statements with my card transactions They do not accept because they say they are not original PDFs, they are not going to give me an alternative option to the card to pay me the 1495 they owe me and it seems that the criminal is me when the ones who owe me money are them.

Hola Natalia.Cazimbo tiene mi DNI (verificado),mi domicilio de residencia(verificado) los datos de mi tarjeta de crédito donde hice los ingresos( verificado).No veo por que después de 4 semanas mandándole extractos bancarios con los movimientos de mi tarjeta que no aceptan porque dicen que no son PDFs originales no me va a dar una opcion alternativa al de la tarjeta para pagarme los 1495 que me deben y es que parece que el delincuente soy yo cuando los que me deben dinero son ellos.

Dear Peternac66, nobody calls you a criminal. I understand you're frustrated with the necessity of taking some extra actions, but please keep in mind that the verification procedure is important and the casino needs to verify your payment method, this is why cooperation from your side is crucial. So far the transaction history you provided looks non-standard, I'd agree with the casino that this is a scanned copy. That's why the casino has raised some questions to check the document more thoroughly since they need an original PDF document that is not printed out and scanned. Suppose you share the official response from your bank that this is the only version of the bank statement/transaction history they can provide you with. In that case, I'm sure the casino will consider this information and we'll move forward with some alternative ways of solving your issue.

Here is what my manager tells me about whether it is an official document or a scanned one:

He aquí lo que me comenta mi gestor sobre si es un documento oficial o escaneado:

For Casino Guru: I don't care anymore. From your answers I have already realized who you represent. You live off the Casinos and you don't help anyone. A case like mine where we see clear and flagrant negligence on the part of Cazimo ....The responses towards me, offensive. The responses towards Cazimo with the utmost respect and a somewhat suspicious affection. Go and deceive somewhere else

Para Casino Guru:Me da lo mismo ya.Por vuestras respuestas ya me he dado cuenta a quien representais.Vivis de los Casinos y no ayudáis a nadie.Un caso como el.mio donde se ve una negligencia clara y flagrante por parte de Cazimo....Las respuestas hacia mi,ofensivas.Las respuestas hacia Cazimo con sumo respeto y un cariño un tanto sospechoso.Iros a engañar a otro lado

Dear Peternac66, please specify if your last message means you no longer need our assistance. If you find our methods of investigation and communication offensive, we can close your complaint at your request.

Dear Peternac66,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.