Complaint #3 Cazimbo Casino

Closed account without reason

By elmingazov

3 years ago

Hello. I want to file a complaint about the theft of my money. Please take a look at my story.

On the Internet, I found a mention of the cazimbo.com. I searched the internet for negative reviews but I couldn't find any. It calmed me down. On the cazimbo.com website, I was interested in good promotions. I decided to register there. Registration completed successfully. I then wrote to dive support about the possibility of passing verification. Cazimbo.com support replied that this is not necessary, if necessary, they will notify me about it. I made a deposit. After the next wins, my balance has increased several times.

Yesterday I decided to withdraw money from my account. Everything was fine until today. I receive a letter from [email protected] in which they notify me that my account is closed and only the deposit is returned to me, and they will cancel my winnings. I thought it was a dream. I didn't understand why they closed my account!!! I did not understand why they do not give my winnings? They didn't give me any explanation!! If necessary, I was ready to pass any verification, any verification of my identity, ready to provide any document, ready to pass video verification, I am ready to explain every action on this site, I was ready to answer any question from the support service, but there were not even any questions. They just closed my account without any explanation!!! I am attaching screenshots of a letter from the support service to this letter, I am ready to provide screenshots of my personal account, where my data is indicated, I am ready to provide screenshots of my winnings, where you can see how I won my money. I ask you to help me deal with the current problem, since such unprofessional actions on the part of the casino are unacceptable. I have played in many casinos, but I have never met such an attitude towards myself.

My login is <removed data>

They kept my money - 318 euro.

Disputed Casino Cazimbo Casino

Reason Account closure

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Cazimbo Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Cazimbo Casino

• Representative

2 years ago

Dear all,

Thank you for contacting us. We would like to inform you that the customer was spotted creating accounts on other sites of our network with different contact details, while using his phone number / email address. Therefore, the account did not pass verification according to the following articles from our Terms and Conditons:
6.9 You agree that the Company reserves the right to cancel any withdrawal in the event of you being suspected of fraud, collusion or illegal activity.
9.4 Should we arrive at a reasonable suspicion that you have engaged in a fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any number of the following action, at our sole and absolute discretion, with or without notice void any winnings obtained, cancel any pending withdrawals and refund the last deposit made into the account.

Best regards,
Cazimbo.com

AskGamblers

• Support Team

3 years ago

Dear Cazimbo Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

elmingazov

3 years ago

Hello, support of cazimbo
Why you did not provide evidence and reasoning me? Why i must to get your answer after compliant in this website? Also i ask you send me your evidence. I am ready to refute all your evidence and accusations.
I want to ask support askgamblers to ask me questions here and if I can not answer I will apologize to the site cazimbo

Cazimbo Casino Complaint Stats

Resolved 11 / 11

Avg. Amount $2,082

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

Cazimbo Casino Complaints

See all complaints for this casino

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

Account not closed self exclusion

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,

Resolved

€81

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

Casino owes me 1495 euros

I requested 3 withdrawals from Cazimbo Casino in the amount of 1,495 euros, which are blocked because, in the verification process, the transaction history with my card is not accepted without giving any reason.

They do not answer my emails, the live chat is automated, and there is no person who can give me a solution.

I sent them the 3 screenshots of the 3 withdrawals and the information that I want to transmit to them about the last transactions and that they do not accept me.

Rejected

€1,495