Cazimbo Casino - A conta do jogador foi encerrada injustamente.

I am claiming the payment of my winnings at Cazimbo Casino for approximately 11,600 soles (PEN), which is around 3,000 USD.

I registered on cazimbo.com on August 20, 2024, and I have used the account according to the terms and conditions of cazimbo.com.

- On August 20, I made my first deposit of 500 PEN (I have the bank receipt from my own account), but I did not gain any profits.

- On August 24, I made a deposit of 100 PEN and requested a withdrawal of 208.50 PEN, which was processed and paid on August 27 (I have the bank receipt of the deposit and a screenshot from Cazimbo.com stating that the withdrawal was successfully processed).

- On September 4, I made a deposit of 2,400 PEN and requested a withdrawal of 72 PEN, which was processed and paid on September 5. Additionally, I requested another withdrawal of 500 PEN, which was processed and paid on September 6 (I have the bank receipt from my own account and screenshots from Cazimbo.com indicating that both withdrawals were successfully processed), and I did not receive any other profits.

- On September 7, I made a deposit of 2,400 PEN (I have the bank receipt from my own account) and unfortunately did not receive any profits, only losses.

- On October 9, I made a deposit of 1,000 PEN (I have the bank receipt from my own account).

Then I made three withdrawal requests for the following amounts: 1,130.22 PEN, 1,374.50 PEN, and 1,631.34 PEN.

It was after making these withdrawal requests that Cazimbo.com asked me to verify my account, requesting I upload a selfie holding my ID (identity document) with the Cazimbo.com screen in the background, along with my ID, which I complied with precisely (I have screenshots of what Cazimbo.com requested and the selfie I uploaded to the Cazimbo.com website as well as my ID - DNI).

On October 14, Cazimbo.com informed me that they had proceeded to close my account and nullify my winnings, alleging that I did not pass the verification process and did not comply with their terms and conditions 9.1.

They also proceeded to cancel the withdrawal requests (I have screenshots).

As can be seen in the chronology of events, when I had losses, Cazimbo.com did not register any objections to my account. It is only when I requested withdrawals that Cazimbo.com requested verification of my account, which I strictly complied with, and then they used an untrue argument like point 9.1 of their terms and conditions, which refers to participating in fraudulent use activities or using funds that do not belong to me – things I have not done at any point.

I used my Cazimbo.com account knowing the inherent risks of sports betting and casino games, aware that I could either win or lose. When I experienced losses, I accepted them, and only when I obtained winnings did Cazimbo.com proceed to close my account and nullify my winnings, clearly using a false excuse not to pay the earned winnings. At the time of closing my account, I had a total balance of approximately 11,600 PEN.

As can be verified, I have evidence supporting my claim for the fair payment of the balance (approximately 11,600 PEN) that was in my Cazimbo.com account on the date they closed it using a false argument.

I sent these same arguments to Cazimbo.com, and on 12/05 they replied with the following: "Please note that, by the decision of the management, your account was closed."

Reclamo el pago de mis ganancias en cazimbo casino por 11,600 soles (PEN) aproximadamente unos 3,000 USD,

Me registré en cazimbo.com el 20 de agosto 2024, y he utilizado la cuenta bajo las consideraciones de los términos y condiciones de cazimbo.com

- el 20 de agosto realicé mi primer depósito de 500 PEN (Tengo el comprobante bancario de mi cuenta propia), no obtuve ninguna ganancia.

- el 24 de agosto realicé un deposito de 100 PEN y solicité un retiro de 208.50 PEN que si fue procesado y pagado el 27 de agosto (tengo comprobante bancario del deposito y captura de pantalla de Cazimbo.com informando que el retiro fue procesado exitosamente)

- el 04 de setiembre realicé un deposito de 2,400 PEN y solicité un retiro de 72 PEN, fue procesado y pagado el 05 de setiembre, además solicité otro retiro por 500 PEN, fue procesado y pagado el 06 de setiembre ( tengo el comprobante bancario de mi cuenta propia y capturas de pantalla de Cazimbo.com informando que ambos retiros fueron procesado exitosamente) y no obtuve alguna otra ganancia

- El 07 de setiembre realicé un depósito de 2,400 PEN ( tengo comprobante bancario de mi cuenta propia) y no obtuve ninguna ganancia lamentablemente para mí y sólo tuve pérdidas

- el 09 de octubre realicé un deposito de 1,000 PEN ( tengo el comprobante bancario de mi cuenta propia)

Y luego realicé tres solicitudes de retiro por los siguientes montos: 1,130.22 PEN, 1374.5 PEN y 1631.34 PEN

Es entonces que después que realicé las solicitudes de retiro que Cazimbo.com me solicita la verificación de mi cuenta, pidiendo que suba una foto selfie sosteniendo mi DNI (documento de identidad) teniendo de fondo la pantalla de Cazimbo.com por detrás mi persona y subir mi documento de identidad, lo cual cumplo con realizar estrictamente ( tengo las capturas de pantalla de lo que Cazimbo.com solicitó y el selfie que subí a la página web de Cazimbo.com asi como también subí mi documento de identidad - DNI)

Es el 14 de octubre que Cazimbo.com me informa que ha procedido a cerrar mi cuenta y anular las ganancias obtenidas y aduce que no se pasó el proceso de verificación y que no he cumplido con los términos y condiciones 9.1

Y también procede a cancelar las solicitudes de retiro ( tengo capturas de pantalla)

Como se puede apreciar en la cronología de hechos, cuando tuve pérdidas Cazimbo.com no registró ninguna objeción a mi cuenta.. es sólo cuando solicité los retiros es cuando Cazimbo.com procede a solicitar la verificación de mi cuenta y cumplí estrictamente con la solicitud de verificación y después Cazimbo.com utiliza un argumento carente de veracidad como es el punto 9.1 de los términos y condiciones, que es el de participar en actividades de uso fraudulento, o utilizar fondos que no me pertenecen, y otros hechos que no he realizado en ningún momento,

Utilicé mi cuenta de Cazimbo.com sabiendo los riesgos propios de apuestas deportivas y de casino, sabiendo que podría obtener ganancias o pérdidas.. cuando tuve pérdidas acepté los hechos, y sólo cuando obtuve ganancias es cuando Cazimbo.com procede a cerrar mi cuenta y anular las ganancias, claramente utilizando una excusa falaz para no pagar las ganancias obtenidas, al momento de cerrar mi cuenta tenía un total de saldo aproximado de 11,600 PEN

Como se puede verificar, tengo las pruebas que respaldan mi reclamo del pago del saldo justo (11,600 PEN aproximadamente) que dejé en mi cuenta de Cazimbo.com a la fecha que cerraron mi cuenta utilizando un argumento falaz.

Estos mismos argumentos les envié a Cazimbo.com y el 05/12 me respondieron lo siguiente; " Tenga en cuenta que, por decisión de la administración, su cuenta fue cerrada"

Dear Mbm2019,

Thank you very much for submitting your complaint.

I’m sorry to hear about the issues you’ve faced with Cazimbo Casino regarding your account closure and withdrawal. To help us better understand the situation and proceed with the case, I have a few questions:

• Can you please confirm if you have received any further communication from Cazimbo Casino since their last response on December 5th?
• Do you have any documentation or additional details related to the verification process that they claim you did not pass?
• Could you please clarify whether the deposits you made, as well as the winnings, were used exclusively from your own funds?
• Have you checked their terms and conditions to see if any specific rules were violated regarding your deposits, withdrawals, or account usage?

Your cooperation is essential to move forward with this case. Without your input, we won’t be able to proceed with an investigation or attempt to resolve the issue effectively.

If you have any relevant screenshots, communication, or other supporting documents, please feel free to forward them to petronela.k@casino.guru.

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

- I have not received any communication from Cazimbo Casino since December 5th, in which Cazimbo Casino responds to my claim for payment of winnings: "Please note that, by order of the administration, your account was closed without the possibility of reopening it"

- if I have additional details and documentation with the verification process, the screenshots where Cazimbo states that "Your account requires verification" and requests that two documents be uploaded: a selfie photo with my identity document and its website in the background, as well as that I upload my identity document on both sides to confirm and legitimize my identity; I have a screenshot after uploading the requested documents, where it can be seen that it appears that both documents are pending approval (and the upload date of both documents appears 10/12/2024)

- Regarding the deposits made to Cazimbo Casino, I was strictly careful to keep the bank receipts of the deposits I made in order to consequently demonstrate the rigorous compliance that the funds used were my own and therefore made from my own savings bank account, and I also have the bank statements and monthly movements that truly demonstrate that I used my own funds; as well as the withdrawals successfully approved by Cazimbo Casino were by bank transfer and for this they asked me to fill out the form with my bank details such as the CCI interbank account number and the type of account (my savings account), I have the withdrawal emails successfully approved by Cazimbo

- I have been careful to strictly comply with the terms and conditions in all aspects, that is why the conduct of Cazimbo Casino is questionable, since if Cazimbo had detected any indication of fraud or violation of the terms and conditions, then why did not close the account at that time (so I would not have been able to make the deposits, or use my account), because according to the chronology of events, only at the moment after requesting the three (03) withdrawals of profits, delays the payment process by requesting verification of my account (and I strictly comply with the request) and then sends me a response of the account closure and cancellation of profits (Cazimbo had even classified my account as Level 2 VIP), it is seen in the chronology of events that I mostly only had losses and only with the last deposit made, is that I was able to make profits and there the conduct of Cazimbo casino is questionable because I strictly complied with the T. and C. and the evidence shows it, and at the time of requesting the profits it is clearly using a fallacious excuse not to pay me the profits obtained.

Dear Petronela, I will send you the evidence I have mentioned by mail to cooperate with the investigation and thus move forward with the case.

- No he recibido ninguna comunicación de Cazimbo Casino desde el 05 de diciembre, en la cuál Cazimbo Casino me responde al reclamo de pago de ganancias: "tenga en cuenta que, por disposición de la administración, su cuenta fue cerrada sin posibilidad de volver a abrirla"

- si tengo detalles y documentación adicionales con el proceso de verificación, las capturas de pantalla donde Cazimbo dispone que "Su cuenta requiere verificación" y solicita que se suba dos documentos: una foto selfie con mi documento de identidad y de fondo su sitio web, además también que suba mi documento de identidad por ambos lados para confirmar y legitimar mi identidad; tengo una captura de pantalla después de cumplir con subir los documentos solicitados, en donde se puede apreciar que aparece que ambos documentos están en aprobación pendiente (y aparece la fecha de subida de ambos documentos 12/10/2024)

- Con relación a los depósitos realizados a Cazimbo Casino, fui estrictamente cuidadosa de guardar los comprobantes bancarios de los depósitos que realicé para así en consecuencia demostrar el cumplimiento riguroso que los fondos utilizados fueron propios y por lo tanto realizados desde mi propia cuenta bancaria de ahorros, y también tengo los estados bancarios y movimientos mensuales que demuestran verazmente que utilicé mis fondos propios; así también los retiros aprobados exitosamente por Cazimbo Casino fueron mediante transferencia bancaria y para ello me solicitaban llenar el formulario con mis datos bancarios como el número de cuenta interbancario CCI y el tipo de cuenta (mi cuenta de ahorros), tengo los correos de retiro aprobados exitosamente por Cazimbo

- he sido cuidadosa de cumplir estrictamente con los términos y condiciones en todos los aspectos, por eso es cuestionable el proceder de Cazimbo Casino, ya que si Cazimbo hubiese sido detectado cualquier indicio de fraude o violación de los términos y condiciones, entonces porqué no cerró la cuenta en ese momento (así no habría podido realizar los depósitos, ni utilizar mi cuenta), porque según la cronología de hechos, sólo al momento después de solicitar los tres (03) retiros de ganancias, demora el proceso de pago mediante la solicitud de verificación de mi cuenta (y cumplo estrictamente con lo solicitado) y después me envía una respuesta del cierre de cuenta y anulación de ganancias (inclusive Cazimbo había catalogado mi cuenta a Nivel 2 VIP), se aprecia en la cronología de hechos que mayormente sólo tuve pérdidas y sólo con el último depósito realizado, es que pude obtener ganancias y ahí es cuestionable el proceder de Cazimbo casino porque cumplí estrictamente con los T. y C. y así lo demuestran las pruebas, y en el momento de solicitar las ganancias es que claramente utiliza una excusa falaz para no pagarme las ganancias obtenidas.

Estimada Petronela, le enviaré mediante correo las pruebas que he mencionado para cooperar con la investigación y así se pueda avanzar con el caso.

Thank you very much, Mbm2019, for providing all the necessary information. I will now transfer your complaint to my colleague, Michal (michal.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Mbm2019,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Cazimbo Casino to join the conversation.

Dear Cazimbo Casino,

I would appreciate it if you could provide clarification regarding the reasons behind the player's failure to pass the verification procedure. Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. If this information cannot be disclosed publicly, I kindly request that you send it, along with any relevant evidence, to my email at michal.k@casino.guru

Hello there,

We would like to inform that we have attached and shared the evidence related to the case via email.

Best regards,

Cazimbo Team.

Dear Cazimbo Team,

Thank you for your email. I have responded back with some additional questions. I'm looking forward to your reply.

Dear all,

Thank you for your time and patience.

We would want to let you know that we require some more time as we are checking the case with the relevant department and we will give you an update as soon as possible. Thank you!

Best Regards,

Cazimbo Team.

Dear Mbm2019,

Thank you for your time and patience.

We would like to request you to share your transaction history from Monetix from October. This would help us to proceed with your verification and help you further at the earliest.

Waiting for your reply.

Best Regards,

Cazimbo Team.

Dear Cazimbo Team and

Casino Guru:

As requested, I have proceeded to send you the transaction history of my savings bank account at Banco de Crédito del Perú (BCP) for the month of October 2024.

- Please note that it was in October that I made the last deposit (1,000 PEN) to my account at Cazimbo Casino; said deposit was made with my own funds from my own bank account, I attach the following:

* the bank receipt issued by my bank BCP for the amount of 1,000 PEN

* Screenshot of the email sent to me by BCP bank informing me that the deposit operation of 1,000 PEN was successfully carried out through the deposit provider Pago Efectivo

* Screenshot of the email sent by Pago Efectivo informing me of the CIP payment code to make the deposit of the amount of 1,000 PEN

* Screenshot of the email sent by Pago Efectivo informing me that the deposit of 1,000 PEN was successfully made

* Screenshot of bank transactions for the month of October from my bank BCP

* PDF copy of the monthly statement of account for the month of October of my own account at the BCP banking entity

* Original in PDF format of the monthly Account Statement for the month of October issued by the BCP banking entity (for security reasons the bank issues the PDF document with a key, the key is the number of my National Identity Document DNI)

I have sent the documentation to with copy to Casino Guru ( ), so that they can also corroborate the veracity of the information sent.

Sincerely ,

Estimado Equipo Cazimbo y

Casino Guru:

Según lo solicitado, he procedido a enviarles el historial de transacciones de mi cuenta bancaria de ahorros en el Banco de Crédito del Perú (BCP) correspondiente al mes de Octubre 2024

- señalar que fue en el mes de Octubre que realicé el último depósito (1,000 PEN) a mi cuenta en Cazimbo Casino; dicho depósito fue realizado con fondos propios desde mi propia cuenta bancaria, adjunto lo siguiente:

* el comprobante bancario emitido por mi entidad bancaria BCP por el monto de 1,000 PEN

* captura de pantalla del correo electrónico que me envió el banco BCP informándome que la operación de depósito de los 1,000 PEN fue realizada con éxito mediante el proveedor de depósito Pago Efectivo

* captura de pantalla del correo enviado por Pago Efectivo informándome el código de pago CIP para realizar el deposito del monto de 1,000 PEN

* captura de pantalla del correo enviado por Pago Efectivo informándome que el depósito de 1,000 PEN fue realizado exitosamente

* captura de pantalla de los movimientos bancarios correspondientes al mes de octubre de mi entidad bancaria BCP

* Copia en formato PDF del Estado de Cuenta mensual del mes de Octubre de mi cuenta propia de la entidad bancaria BCP

* Original en formato PDF del Estado de Cuenta mensual del mes de Octubre de emitido por la Entidad bancaria BCP ( por medidas de seguridad el banco emite el documento PDF con una clave, la clave es el número de mi Documento Nacional de Identidad DNI )

He enviado la documentacion a support@cazimbo.com con copia a Casino Guru (michal.k@casino.guru), para que así también puedan corroborar la veracidad de la información enviada.

Atentamente ,

Hello Mbm2019,

We would like to update you that due to Michal, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Michal has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Michal will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Mbm2019,

Thank you for your email with the attached documents, I'm sure the casino team has received it as well. However, the casino has requested your transaction history from Monetix from October 2024 as well. Please provide this to the casino team and to me at your earliest convenience as well.

Dear Michal,

Thanks for the reply,

I don't know what "Monetix" means, so I have no information or history on Monetix,

I have searched the web, and I have not found any relevant information regarding Monetix.. I would appreciate your support if you could send a link to that Monetix website or the link to their application.. so that I can register in Monetix, and thus send the information..

Sincerely,

Estimado Michal:

Gracias por la respuesta,

Desconozco que significa "Monetix", por lo que no tengo información u historial en Monetix,

he buscado en la web, y no he encontrado información relevante con referencia a Monetix.. agradeceré tu apoyo si puedes enviar un enlace hacia ese sitio web monetix o el enlace hacia su aplicación.. para poder así registrarme en Monetix, y así enviar la información..

Atte,

Dear Mbm2019,

Sorry for the confusion. Monetix is a payment method. I thought it was one of the payment methods you used for deposits or tried to request a withdrawal, that's why the casino team has previously requested this from you. So do I understand correctly that you have not used Monetix in Cazimbo casino, right?

Dear Cazimbo team,

Can you please explain why you requested the player to share their transaction history from Monetix from October when it appears the player doesn't recognize Monetix as a payment method at all and doesn't have any Monetix account?

Dear Cazimbo Team and

Casino Guru:

I have never used Monetix under any circumstances, I am Peruvian and residing in PERU, and Monetix is possibly used in other countries.

As Michal has noticed, I am not aware of Monetix as a deposit or payment method.

In October 2024, I only made a single deposit of 1,000 PEN to Cazimbo Casino (and that same deposit was also the last deposit I made to my account at Cazimbo Casino), and the deposit has already been verified with the evidence submitted, that it was made with own funds from my bank account.

Sincerely ,

Estimado Equipo Cazimbo y

Casino Guru:

Nunca he utilizado Monetix en ninguna circunstancia, soy peruana y con residencia en PERU, y posiblemente Monetix se utilice en otros países.

Como bien se ha percatado Michal no tengo conocimiento de Monetix como método de depósito o de pago.

En Octubre 2024, sólo realicé un único depósito de 1,000 PEN a Cazimbo Casino (y ese mismo depósito también fue el último depósito que hice a mi cuenta en Cazimbo Casino), y el depósito ya se ha podido verificar con las pruebas enviadas, que fue realizado con fondos propios desde mi cuenta bancaria.

Atentamente ,

Dear Mbm2019,

Please note we have sent an email to you. We would like to schedule a Skype call so that we can assist you more directly. Please let us know when would be the most convenient time for you within the timings mentioned in the email. We are waiting for your update.

Best Regards,

Cazimbo Team.

Dear Cazimbo Team and

Casino Guru:

I have sent an email, informing you of the availability to make the call within the mentioned times.

Sincerely,

Estimado Equipo Cazimbo y

Casino Guru:

He enviado un correo, informando la disponibilidad para realizar la llamada dentro de los horarios mencionados.

Atte,

Dear Mbm2019,  

I appreciate your reply and the email you sent. I'm eager to see the outcomes of the video verification call, and I hope it will assist us in progressing your case.

Dear Guru Team and

Cazimbo Team:

I appreciate the willingness of the Cazimbo Team to help me in a more direct way.

Arrangements have already been made to make the video call via Skype.

Sincerely,

Estimado Equipo Guru y

Equipo Cazimbo:

Aprecio la buena disposición del Equipo Cazimbo para ayudarme de manera más directa.

Ya se han hecho las coordinaciones del caso para realizar la videollamada viaSkype.

Atentamente,

Dear Mbm2019,

I appreciate the update. I look forward to seeing the outcome of the video verification call. I trust this will help clarify any concerns the casino team may have, and I hope we can reach a positive resolution for your case.

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 all,

We would kindly request for more time.

We will try our best to share an update at the earliest as possible. Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

Cazimbo team.

Dear Cazimbo team,  

I would be grateful if you could provide clarification regarding the absence of the scheduled video call with the player from your end. I believe that this discussion could have significantly contributed to resolving the situation.

Dear Michal,

We have shared an email with you. We are waiting for the update. Thank you.

Best Regards,

Cazimbo Team

Dear Cazimbo Team,  

I have responded back and shared my thoughts regarding the current situation. 

I will extend the timer to allow more time to facilitate the scheduling of a new appointment for the Skype call, which should be conducted in Spanish language.  

Given the considerable time that has passed with limited progress, I would like to respectfully remind you of the importance of arranging the Skype call with the player at your earliest convenience. Should this not be addressed within the specified timeframe, we will be forced to consider closing this complaint as unresolved, which could adversely impact the safety index rating of Cazimbo Casino. I remain optimistic that we can achieve a satisfactory resolution to this matter.

Dear Mbm2019,

We are happy to inform your account has been reopened and we kindly suggest you to please proceed with your account. Our team wishes you all the best for your future activities!

Best Regards,

Cazimbo Team.

Dear Cazimbo Team,

I have shared an email, I look forward to the update. Thanks.

Sincerely,

Estimado Equipo Cazimbo,

He compartido un correo electrónico, quedo atenta a la actualización. Gracias.

Atentamente,

Dear Mbm2019,

As we had informed your account has been reopened and we kindly suggest you to please proceed with your account. Once again, our team wishes you all the best for your future activities!

Best Regards,

Cazimbo Team.

Dear Cazimbo Team and

Dear Guru Team

I appreciate Cazimbo Casino's decision to reopen my account,

Today I tried to log into my Cazimbo account again, and when I entered my username and password, the following message appeared at the top:

!Error! User is disabled

I am attaching today's image. I hope you can resolve it quickly, so that once I can log into my account I can continue with the process mentioned by the Cazimbo Team.

Sincerely

Estimado Equipo Cazimbo y

Estimado Equipo Guru

Aprecio la decisión de Cazimbo Casino de reabrir mi cuenta,

Hoy nuevamente he intentado ingresar a mi cuenta en Cazimbo, al colocar mi usuario y contraseña me aparece el siguiente mensaje en la parte superior:

!Error! El usuario está deshabilitado

Adjunto la imagen del día de hoy, espero puedan solucionarlo con prontitud, para así una vez que pueda ingresar a mi cuenta continuar con el proceso que menciona el Equipo Cazimbo.

Atentamente

Hello Mbm2019,

We kindly inform you to please clear cache and cookies from your browser settings and please re-attempt to login as we had informed your account had been reopened. Thank you!

Once again, our team wishes you all the best for your future activities!

Best Regards,

Cazimbo Team.

Dear Cazimbo Team and

Dear Guru Team

Today Monday 02/24/2025, I have been able to log into my account again at Cazimbo Casino, the balance I found is consistent with the balance I had left since the last time I logged in in October 2024,

In the Verification section, the following message appears: "At this time, your account does not require verification", and the selfie photo and the Identity Document appear in the "Accepted" status.

I have tried to place some sports bets, but now you can only bet very small amounts.

Since the account already shows that the documents requested for verification have been accepted, I have tried to make a withdrawal request, via bank transfer, and it has not been possible because I get an error message (I tried several times to make the withdrawal request and the same error message appears repeatedly)

I would appreciate it if the Cazimbo Team could support me in solving the problem of not being able to make withdrawal requests, and thus be able to make withdrawal requests normally,

Sincerely

Estimado Equipo Cazimbo y

Estimado Equipo Guru

Hoy lunes 24/02/2025, ya he podido ingresar nuevamente a mi cuenta en Cazimbo Casino, el saldo que he encontrado es coincidente con el saldo que había dejado desde la última vez que ingresé en octubre 2024,

En la sección de Verificación, aparece el siguiente mensaje: "En este momento, tu cuenta no requiere verificación", además que aparecen la foto selfie así como el Documento de Identidad en estado "Aceptado"

He intentado realizar alguna apuesta deportiva, sólo que ahora se puede apostar cantidades muy mínimas.

Debido a que la cuenta ya aparecen aceptados los documentos solicitados para la verificación, he intentado realizar una solicitud de retiro, mediante transferencia bancaria, y no se ha podido ya que me aparece un mensaje de error (intenté varias veces realizar la solicitud de retiro y aparece reiteradas veces el mismo mensaje de error)

Apreciaría que el Equipo Cazimbo pueda apoyarme en solucionar el inconveniente de no poder realizar solicitudes de retiro, y así poder realizar las solicitudes de retiro con normalidad,

Atentamente

Dear Mbm2019,

Have you cleared the cache and cookies from your browser as advised by the casino team? If so, please try another browser and let us know if it's still not working for you.

Dear Michal,

Yes, I have proceeded to delete the cache and cookies of my browser as recommended by the Cazimbo Casino team.

I have also tried with another browser, and the situation of not being able to make withdrawal requests continues, the error message continues to appear (I have even tried making a withdrawal request through electronic wallet, in addition to the aforementioned bank transfer)

I hope that the Cazimbo Team can solve the problem of not being able to make withdrawal requests from my account.

Sincerely

Estimado Michal,

Si, he procedido al borrado de la memoria caché y las cookies de mi navegador como me recomendó el equipo del Cazimbo Casino

Tambien he probado con otro navegador, y se mantiene la situación de no poder realizar solicitudes de retiro, continúa apareciendo el mensaje de error ( inclusive he probado también realizar solicitud de retiro mediante billetera electrónica, además de la ya mencionada transferencia bancaria)

Espero que el Equipo Cazimbo pueda solucionar el inconveniente de no poder realizar solicitudes de retiro desde mi cuenta

Atentamente

Hello Mbm2019,

We kindly request you to please share the screenshot of the error message with us so we can check and try our best to help you further accordingly. Thank you!

Best Regards,

Cazimbo Team.

Dear Cazimbo Team

I have shared what was requested by email, I appreciate your willingness to help me solve the problem of not being able to make a withdrawal request by bank transfer or electronic wallet.

Sincerely

Estimado Equipo Cazimbo

He compartido lo solicitado mediante correo electrónico, aprecio su disposición para ayudarme a solucionar el inconveniente de no poder realizar solicitud de retiro mediante transferencia bancaria o billetera electrónica

Atentamente

Dear Cazimbo Team and

Dear Guru Team

I confirm that Cazimbo casino has successfully made the payment of the winnings obtained, and everything is in order.

To the Guru Team, I would like to thank them for their support and assistance. The case could not have been resolved without their great work.

I would also like to thank the Cazimbo Team for their flexibility in resolving the case.

I say goodbye

Sincerely

Estimado Equipo Cazimbo y

Estimado Equipo Guru

Confirmo que Cazimbo casino ha realizado con éxito el pago de las ganancias obtenidas, y todo está conforme.

Al Equipo Guru mi agradecimiento por su apoyo y asistencia, no se habría podido resolver el caso sin su gran labor.

Igualmente mi agradecimiento al Equipo Cazimbo por la flexibilidad mostrada para poder resolver el caso.

Me despido

Atentamente

Dear Mbm2019,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation and that you have finally received your winnings. I have my fingers crossed you will not face any holdback or unexpected complications with your future withdrawals in Cazimbo Casino.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru