Closed account without reason

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

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.

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.

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,

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.

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.