Complaint #24 Cazimbo Casino

Account not closed self exclusion

By Riko92

11 months ago

Hello, I'm here because I'm having a problem with the Cazimbo website and I'm filing a complaint before the situation gets any worse. I'm an addicted and sick gambler. I emailed the casino to close my account due to my addiction and to keep the small balance, as stipulated in the terms and conditions. Despite my emails and chat requests, the service hasn't responded. My account is still open, and I'm afraid to continue betting. In fact, since August 4th, the date of my request, I've lost €81, which I'm requesting a refund of today because I would never have bet if the site had closed my account. I forwarded the request to three of their recipients. Thank you to the casino for closing my account and refunding €81. Sincerely,

Disputed Casino Cazimbo Casino

Reason Self-exclusion

Amount €81

Discussion

AskGamblers

• Support Team

4 days ago

Dear @Riko92,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Cazimbo Casino

• Representative

4 days ago

Dear All,

We hope this message finds you well.

We are pleased to inform you that our support Team has already handled all the new complaints of the player and the Refund requested was successfully completed.

Thank you for your patience and understanding, and should you have any further questions, please don’t hesitate to contact us.

Best Regards,
Cazimbo Casino Team

AskGamblers

• Support Team

1 week ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

10 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Cazimbo Casino Complaint Stats

Resolved 13 / 13

Avg. Amount $1,867

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Cazimbo Casino Complaints

See all complaints for this casino

Refund issue with Cazimbo

Hello, i wanted to raise a complaint and ask whether I am in the right or not about an issue with Cazimbo casino.
I was a frequent user of Cazimbo casino, but due to my gambling addiction, i decited to permanently block my account, and therefore any communications regarding available bonuses etc.

I messaged the casino as they always ask to do before closing the account and clearly stated that reason of closure is my gambling addiction and me being unable to control my actions.

The support responded to my request and had confirmed that my account is successfully closed.
Though, some time later I received an email from them, saying that i have received a casino bonus. Due to my gambling addiction, I took the bonus and logged in the website. Losing the bonus, i deposited more of my money and lost around 1000 EUR, which again, shows that i do have an addiction. Though, what was odd to me is that the account should have been closed and all communications stopped, which clearly did not happen. My account was not closed, i had full access to it and kept receiving promotions that triggered my addiction.

I sent a message regarding this issue to the support and asked them to provide details about my account closure, asked why the account was not closed, why I was receiving promotional emails and requested a refund of my losses. Some time later, I got an answer from them: " If you think that you need a break from gambling, you can contact the support team and we will exclude you for a while;". Though, this all doesnt make any sense as they did not answer to my questions and just stated that i should ask support to close my account even though thats exactly what i had done before and it was confirmed by them.

I sent them another email where i requested all the information about my initial account closure and whether I can be refunded my losses because of their errors, but they have not responded to me for multiple weeks now.

I am not sure if this is a legit case and I can get my money refunded, therefore, i wanted to ask anyone who would know more about this situation and whether I am in the right.

If needed, I can provide the emails between me and the casino. I did not do that now, in case it can somehow impact my case.

Thank you in advance,
Ray

Resolved

€1,105

Still waiting 400

The withdrawal request I submitted on June 8 has still not been approved or processed as of today. I have been waiting for more than five days without receiving any clear explanation regarding the delay. Every time I contact support, I receive the same response apologizing for the inconvenience and asking me to continue waiting. This situation is becoming increasingly frustrating, as I have not been given any estimated processing time or specific reason for the delay. I would appreciate an immediate update on the status of my withdrawal request and a clear explanation of when I can expect the funds to be released.

Resolved

zł400

Payment delayed still waiting for withdrawals

Hello I have pending withdrawals from 24,25th and 26th February today is past 5 business days for oldest one still not received.

Even tho support live chat told me last night i would receive any moment now and that it was in final stages..., no update on other withdrawals either just same response from customer service.

Over and over, have been more then enough patient, total withdrawal amount is 972, one of them is 115, other is 357, other is 500, please would like to get this paid out and resolved.

Taking so long hope u can help have good day.

Resolved

$972

Delayed withdrawal on verified account

Hello AskGamblers,

The reason for my contact today is because Cazimbo Casino is not paying my 500EUR withdrawal after 6 bussiness days, when I try to contact their support team through Live Chat, it's always the same robotic answer that tells me to keep waiting without any updates, and when I contact their email I get no answers at all.

My Withdrawal ID: 9ad4379a-32a8-49a0-ba6d-68b26417d922 (500EUR)

I'm afraid I will not receive my money, so I contact you guys as my last option to help me in this case.

Resolved

€1,500

Payouts delayed for two weeks

I have two €500 withdrawals made on 15/09 and 16/09.

Terms of Cazimbo are saying that withdrawals should be processed under three business days; however, I'm still being told by support through live chat that they are experiencing a important number of withdrawals, delaying the process.

It seems that Cazimbo is stalling in order to avoid paying.

Could you please help?

Resolved

€1,000

Blocked account with 15500 EUR balance

I had a very big win on the Sugar Rush 1000 slot by Pragmatic Play and accumulated total winnings of €18,000. After a few successful withdrawals, I kept playing and even deposited more funds to remain active.

Suddenly, my account was blocked without warning. The casino claimed there were “multiple failed login attempts” — something I never did — and then said the account was closed because the casino is “shutting down.”

However, this is false. The Cazimbo website is fully functional, accepting new players and deposits. This proves that the given explanation was misleading.

My account currently holds a balance of €14,000, and I have three pending withdrawals of €500 each. I have passed all verifications and did not violate any terms and conditions. I played fair and won legitimately.

It appears that the account was closed simply because of the high amount I won. This is abusive behavior and unacceptable from a licensed casino.

I have sent daily emails to the casino ([email protected], [email protected]) and also to the parent company Rabidi N.V. ([email protected], [email protected]), but I am being ignored.

I kindly ask AskGamblers to intervene and help me recover my rightful winnings. I am attaching screenshots to support my complaint.

Thank you.

Resolved

€15,500

Casino has had some issues with their cashier

I have made my first and only deposit at Cazimbo in the beginning of February. I managed to win a little bit, so on 5th of February, I wanted to withdraw my full balance of 270 EUR.

Cazimbo has had some issues with their cashier, which resulted in me not being able to request my withdrawal. There were no withdrawal options available, and there was a false error message saying "a withdrawal is only possible after a deposit". Also my initial deposit was not shown in the account history. It is noteworthy, that my deposit was made via my bank within a PnP system, so it should be a fairly easy thing to follow up on.

I contacted customer support, who advised me and explained that they would pay out my full balance out manually. This request was made on 5th of February.

I have contacted Cazimbo several times, and the answer has always been the same – they are still processing my manual withdrawal request. I have not received any real update on this matter, and Cazimbo has not replied to any of my emails either. The only reply I've gotten has been "there is a slight delay".

I also submitted a complaint according to the casino's terms and conditions, but I have not received any reply. The official complaint was sent on 26th of February.

Resolved

€270

Fifteen days and no withdrawal received yet

Dear AskGamblers team,

I placed a withdrawal of 189.98$ on 2nd January 2025 and haven't received it yet after multiple talks with the live chat.

The live chat is useless as I reached out to them 3-4 times but they always answer the same thing again and again.

All my documents are verified and approved, still, they say there is a queue and keep delaying my payment.

Dear AskGamblers team, please do something about this Cazimbo Casino, this is clearly harassment as my funds are stuck there and I need them, even after all verifications, they keep holding them without a reason.

Kindly look into this matter urgently.

Thank you

Resolved

$190

Withdrawal pending for 11 days

Dear AskGamblers team,

I requested a withdrawal of 134$ on 16th December 2024. And still haven't received the same.

The live chat is useless as I reached out to them 3-4 times but they always answer the same thing again and again.

All my documents are verified and approved, still, they say there is a queue and keep delaying my payment.

Dear AskGamblers team, please do something about this casino OhMySpins.

This is clearly harassment as my funds are stuck there and I need them.

Even after all verifications, they keep holding them without a reason.

Kindly look into this matter urgently.

Thank you

Resolved

$134

Extra long withdrawal time and poor inconsistent CS

To whom it may concern,

I am writing to complain cazimbo casino on their ridiculous withdrawal time and their poor customer service resulting being cut off without any resolution to a problem.

I made a withdrawal request on the 2nd July, as their site stated that it takes three working days for them to process the withdrawal which is fine, so I waited until the 5th, with no updates for 3 days which concerned me, so i asked again, the CS said it was due to server disconnection which reset the date and said will p notification or any information regarding the progress, I went to ask the customer service, the first customer service representative said it's still being processed, but at the end of the conversation, i realized my withdrawal date was increased proceed as usual (shouldb e same day then) 24 hours later I didnt get my withdrawal, so I asked CS again, now they said I cancelled the withdrawal so i gotta wait another 3 days, I gave them until the 11th I still havent got my withdrawal, this time the CS said will do a manual withdrawal if i dont get it by the end of the day, and surprise surprise I contact them at the end of the day they still give me the same answer, and pretend the manual withdrawal option did not exist. They can just continue to stall all payments if they want to this way. with no other options available keeping the issue unresolved and no transparency to follow up the progress. I have kept all transcripts, please let me know if you need. Until this very moment its been more than a week I still haven't got my payment.

Resolved