Cazimbo Casino - O jogador ainda não recebeu os seus prémios.

Good morning,

thanks for your attention, I'm very worried. I played on Cazimbo and I won 2,000€

Being at level 2 I can withdraw a maximum of €500 every 24 hours up to a maximum of 3 active withdrawals and so I did.

I sent a support email the day before yesterday because live chat does not exist and they confirmed that my withdrawals were in queue and that in three days they would process the requests. MAGICALLY TODAY, or 72 hours later, I find the withdrawal requests back on my gaming account. I sent an email of explanation and no one dares to answer me. Please help me.

Buongiorno,

grazie dell’attenzione, sono molto preoccupata. Ho giocato su Cazimbo e ho vinto 2.000€

Essendo a livello 2 posso prelevare massimo 500€ ogni 24h fino ad un massimo di 3 prelievi attivi e così ho fatto.

Ho mandato una mail di supporto avantieri poiché live chat inesistente e mi hanno confermato che i miei prelievi erano in coda e che in tre giorni avrebbero elaborato le richieste. MAGICAMENTE OGGI, ovvero 72h dopo, mi ritrovo le richieste dei prelievi di nuovo sul mio conto gioco. Ho inviato una mail di spiegazione e nessuno osa rispondermi. Vi prego aiutatemi.

Dear marimanna,

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,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

The problem is that in the initial email they sent that I will attach without problems, they told me that after inspecting my profile, my withdrawals were in queue. Today I find the amount in my account, so they have canceled them!

Il problema è che nella mail iniziale inviata da loro che allegherò senza problemi, mi dicevano che dopo aver ispezionato il mio profilo, i miei prelievi erano in coda. Oggi mi ritrovo l’importo sul mio conto, dunque li hanno cancellati!

Good morning, I correct. The second payment was also charged to my game account again

Buongiorno, rettifico. Anche il secondo pagamento mi è stato addebitato nuovamente sul conto gioco

Dear marimanna, do I understand correctly that you currently do not have any pending withdrawals in your account because your previous requests were canceled and the funds were returned to your gaming balance?

Could you please confirm that you have passed the KYC verification?

Could you please share your communication with the casino regarding the canceled withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

Exactly,

I attach the emails we exchanged:

I later contacted them again to say that they also deleted the other one and they never responded to me again.

out of anger though I played with the available balance and I got to 4k so now the amount I have to withdraw is this.

Esattamente,

ti allego le mail scambiateci:

successivamente ho contattato loro un’altra volta per dire che mi hanno cancellato anche l’altro e non mi hanno mai più risposto.

dalla rabbia però ho giocato con il saldo disponibile e sono arrivata a 4k quindi adesso l’importo che devo prelevare è questo.

Dear marimanna, have you received any update from the casino regarding the technical error that caused your withdrawals to be returned to your account?

Have you tried submitting a new withdrawal request since then, or contacted them to ask whether you can use a different payment method?

Dear marimanna,

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.

Hi, they cancel them after 3 days. Could you contact them so they can make a manual withdrawal and close this matter?

Ciao, me li annullano dopo 3 giorni. Potreste contattare loro in modo che mi facciano un prelievo manuale e si chiude questa faccenda?

Thank you very much, marimanna, for providing the necessary information. I will now transfer your complaint to my colleague Jana (jana.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.

Dear marimanna,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Cazimbo Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

Jana I would like to send you the documentation privately, please.

Jana vorrei inviarti la documentazione in privato gentilmente.

Dear marimanna,

do not hesitate to contact me at jana.k@casino.guru

Done.

Fatto.

Did you read? Why does it seem to me that you have not received my email?

Hai letto? Perché mi dà che non hai ricevuto la mia mail

Dear marimanna,

I haven´t received the email so far. Please try again to send it to jana.k@casino.guru

It tells me you don't receive it. Where can I send it to you?

Mi dice che non la ricevi. Dove posso inviartela ?

Dear marimanna,

I received all messages sent to this email address.

Great. Now do you understand why I'm black?

Ottimo. Ora capisci perché sono nero?

Dear marimanna,

We are really sorry for what you encounter when trying to withdraw.

We would like to kindly inform you that the processing of withdrawal requests generally takes at least 3 working days, counting from the day after the request was made or the day of the last withdrawal processed.

Please note that this time frame excludes Saturdays, Sundays and public holidays.

The withdrawal status will be updated in the balance history once processed.

Also, please note that should you decide to cancel a withdrawal in progress, the withdrawal process will start over with a future request.

Kind Regards,

Cazimbo Casino Team

It's the same answer you ALWAYS give me, pre-filled, too bad that after 3 days you always cancel them! I wrote you by email maybe 40 times. Same thing in chat! I kindly ask you to close this pathetic scenario. Whoever is responsible has the screens of your game because I documented everything. Let's find a solution together or you can make a manual transfer of my entire balance and I will not play with you anymore

È la stessa risposta che mi date SEMPRE, pre compilata, peccato che dopo i 3 giorni me li annullate sempre! Vi ho scritto tramite mail forse 40 volte. Stessa cosa in chat! Vi chiedo gentilmente di chiudere questo scenario patetico. Chi di competenza ha gli screen del vostro giochetto perché ho documentato tutto. Troviamo insieme una soluzione ovvero mi fate un bonifico manuale di tutto il mio saldo e con voi non giocherò più

What nerve you have, it's incredible!

Ma che faccia tosta che avete, allucinante!

Good morning yes another unpleasant thing happened. I received an email with "withdrawal completed" I am very happy to start receiving my money. I check. NOTHING. They tell me that the problem is the bank, but I work there and there is no transfer pending.

I now kindly ask @JANA or whoever to impose on me so that they make a MANUAL WITHDRAWAL OF MY ENTIRE BALANCE ON THE SITE.

Buongiorno sì è verificata un’altra cosa spiacevole. Mi è arrivata una mail con "prelievo completato" io molto felice di iniziare a ricevere i miei soldi. Controllo. NIENTE. Mi dicono che il problema è la banca, ma io lavorandoci non c’è nessun bonifico in attesa.

io ora però chiedo gentilmente anche a @JANA o chicchessia di imporsi con me al fine che facciano un PRELIEVO MANUALE DI TUTTO IL MIO SALDO NEL SITO.

they are keeping the money saying they paid the withdrawal but it's not true!!!!!

si stanno tenendo i soldi dicendo che hanno pagato il prelievo ma non è vero!!!!!

I called the bank. They said there is no pending transfer and they have not received an instant transfer. THEY ARE STEALING MY MONEY.

Ho chiamato la banca. Mi hanno detto che non c’è nessun bonifico in attesa né hanno pervenuto un bonifico istantaneo. MI STANNO FREGANDO I SOLDI .

Dear Cazimbo Casino representative,

Why hasn't the player received her funds?

Dear all, to be fair I tell you that only €500 has been credited. I would keep my position open because the winnings are long and we keep in touch.

Gentilissimi, per correttezza vi dico che è stato accreditato solo 500€ . Terrei la mia posizione aperta perché la vincita è lunga e ci teniamo in contatto.

Dear marimanna,

thank you for an update. Please keep us informed when you receive more funds.

Absolutely. Thank you!

Assolutamente. Grazie!

Dear marimanna,

We are pleased to inform you that your withdrawal requests have been successfully completed.

Thank you for your cooperation.

Kind Regards,

Cazimbo Casino Team

Dear marimanna,

please keep us informed when you receive your funds.

Dear marimanna,

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.

Good morning, still nothing. But I think it's for the bridge and weekend. I'll update you during the week, hoping everything goes well

Buongiorno, ancora nulla. Ma credo sia per il ponte e weekend. Vi aggiorno in settimana, sperando vada tutto bene

Dear marimanna,

is there any development? Have you received the rest of your funds?

Hi, no.

I asked via chat but they can't provide me with anything.

Ciao, no

ho sollecitato tramite chat ma non sanno fornirmi niente.

Dear Cazimbo Casino representative,

the player still hasn´t received her winnings. Could you clarify the issue with the withdrawal?

But can we do this war? Dear Representative Cazimbo

why don't you make me a single transfer and stop poisoning me every day since it's money spent and won on my part?

Thank you

Ma possiamo fare questa guerra? Gentile rappresentante Cazimbo

perche non mi fate un bonifico unico e la smettete di farmi avvelenare ogni giorno essendo soldi spesi e vinti da parte mia?

grazie

Dear marimanna,

We would like to confirm that your previous withdrawal requests have been successfully completed.

We would kindly request to inform us if you haven't received any funds until now or if you are referring to the last withdrawal requests.

Thank you for your cooperation.

Kind Regards,

Cazimbo Casino Team

I am referring to the latter because, for the sake of fairness, I wrote everything. I don't understand why you must insist on always paying after days and days. Why don't you make me, given the myriad times of canceled withdrawals, a bank transfer with my entire balance?

Io mi riferisco infatti alle ultime perché, per correttezza infatti, ho scritto il tutto. Non capisco perché dovete ostinarvi a pagare sempre dopo giorni e giorni. Perché non mi fate visti le miriadi volte di prelievi annullati, un bonifico con tutto il mio saldo?

In fact I've been waiting for a week today I contacted the service and they didn't tell me anything!! Only answers already made

Infatti sto attendendo da una settimana oggi ho contattato il servizio e non mi ha detto nulla!! Solo risposte già fatte

all lies!!!! You have to transfer the entire amount to me!

tutte falsità!!!! Dovete farmi un bonifico per intero!

nothing today either, they give me ready-made answers.

anche oggi nulla, mi danno risposte già fatte.

Cazimbo Casino representative,

was the player´s withdrawal processed from your side?

Absolutely NOT. I have 3 withdrawals pending since 6/06

Assolutamente NO. Sono 3 prelievi che ho in attesa dal 6/06

@jana can you help me? I don't know what to do anymore

@jana mi puoi aiutare? Non so più che fare

I just read that the Greek player got the money, why didn't I?

Ho appena letto che al giocatore della Grecia sono arrivati i soldi perché a me no?

Dear marimanna,

when was your last withdrawal submitted? Please allow some time for processing the payment.

Pending withdrawals are 06/06 …07/06…..09/06

I prelievi in attesa sono 06/06 …07/06…..09/06

Still nothing today!

Ancora oggi nulla!

@cazimbo can you please make me a manual withdrawal of at least 3 thousand euros? I just received your email that is still being processed and what the heck!

@cazimbo mi puoi fare per favore il prelievo manuale di almeno 3mila euro? Ho appena ricevuto la vostra mail che sono ancora in elaborazione e che caspita!

Dear Marianna,

Thank you for your patience.

Please note that the available daily withdrawal limit depends on your account level. At this time, we are unable to proceed with a €3,000 withdrawal request.

However, I have just submitted a request to schedule the pending transactions as soon as possible.

Kindest Regards,

Cazimbo

Dear Marianna,

please keep us informed when you receive your funds.

I said about manual withdrawal only to accommodate myself given the inconveniences. I know the rules very well, but I also know that you should respect them first and foremost.

I hope he gets the money right away, considering that, to date, still nothing. Only pre-filled answers and emails with no explanation.

Io ho detto del prelievo manuale solo per venirmi incontro visti gli inconvenienti. So benissimo le regole, ma so altrettanto bene che dovreste rispettarle in primis voi.

spero che i soldi li riceva subito, considerando che, ad oggi, ancora nulla. Solo risposte precompilate ed email senza alcuna spiegazione.

good morning, this morning they credited me a part, but there are two pending (current) ... and then there are other requests to collect the winnings

Let's stay updated here, hoping sincerely, that we don't have to wait almost a week again

buongiorno, stamattina mi hanno accreditato una parte, ma ne restano due in attesa (correnti) ... e poi ci sono altre richieste per riscuotere la vincita

restiamo qui aggiornati, sperando vivamente, di non dover aspettare di nuovo quasi una settimana

Dear Marianna,

thank you for the update. Please keep us informed of any new development.

Good morning, 3 pending withdrawals. Nothing received today.

Buongiorno, 3 prelievi in sospeso. Oggi non ricevuto nulla.

Good morning, we are late. As expected. The one on the 16th

Buongiorno siamo in ritardo. Come volevasi dimostrare. Quello del 16

Dear marimanna,

We completely understand that you are eager to receive your winnings as soon as possible. Please rest assured that we are doing everything we can to process the transactions steadily, and we are prioritizing any payments we can to speed things up.

At the moment, the three pending withdrawals on your account are being handled with priority, and we hope to finalize them shortly.

Thank you for your patience and understanding.

Best regards,

Cazimbo team

Try to plan because it is not fair that a player has to wait a long time especially if you see how he plays and if he asks for something he always gets the same. The fact is that we are late again.

Cercate di pianificare perché non è giusto che un giocatore debba aspettare molto tempo soprattutto se vedete come gioca e se chiede qualcosa riceve sempre il solito. Fatto sta che siamo di nuovo in ritardo.

nothing today either, 2 out of 3 are late

anche oggi nulla, 2 su 3 sono in ritardo

Good morning, 3 withdrawals pending to date.

Buongiorno, 3 prelievi ad oggi in sospeso.

Good morning, still nothing today

Buongiorno ad oggi ancora nulla

Dear Marimanna,

We are happy to inform you that your referred pending withdrawals have been successfully completed.We would like also to kindly inform you that we endeavour to complete the new submissions as soon as possible.

Thank you for your cooperation.

Kind Regards,

Cazimbo Casino Team

Dear Marimanna,

please keep us informed when you receive your funds.

I'll keep you updated. There are 3 pending items, I'll attach a screenshot

Vi tengo aggiornati. I sospesi sono 3 allego screen

Good morning, two withdrawals are late. Today is the third working day and nothing

Buongiorno, due prelievi sono in ritardo. Oggi è il terzo giorno lavorativo e nulla

Hi this is the email they sent me today saying there is a delay. It is sensitive content, but show it to the casino when they question me!

Ciao questa è la mail che mi hanno inviato oggi in cui dicono che c’è un ritardo. È un contenuto sensibile, però fatelo vedere al casinò quando mi mette in dubbio !

Dear Marimanna,

Thank you for reaching out.

We understand your concerns regarding the withdrawal process and truly appreciate your patience.

We would like to clarify that at the moment, there is only one pending withdrawal request in your account, which was submitted earlier today.

All previous withdrawal requests have already been processed, except for those that were cancelled by you.

Rest assured, we are doing our best to process your current request as quickly as possible.

Should you have any further questions, we remain at your disposal.

Best regards,

Cazimbo team

Dear Marimanna,

please keep us informed when you receive your funds.

Dear marimanna,

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,
Jana
Casino.Guru