Cazimbo Casino - Spelaren är missnöjd med uttagspolicyn.

For about three weeks I have been paid exactly 2000€. After waiting so long and losing a lot again. I said to myself I want a lock at 87000€. As a result, my account access was blocked so that I cannot make any further payments.

Last week Tuesday, so exactly 7 days ago, they wanted documents for verification. You have received everything you need within 15 minutes. I can't make any more withdrawals, only €500 per day is allowed even though I had to wait more than a week for you to withdraw.

I tried contacting support several times and each time the only answer was that I should be patient.

87000€. If it goes that far, I still don't have the money in 5 years!!!

Seit ca. drei Wochen wurden mir genau 2000€ ausgezahlt. Nachdem ich so lange warten musste und ich wieder viel verloren habe. Habe ich mir gesagt, ich möchte eine Sperre bei 87000€. Darauf hin wurde mein Kontozugang gesperrt, sodass ichkeine weiteren Auszahlungen tätigen kann.

Letzte Woche Dienstag, also genau vor 7 Tagen, wollten sie Dokumente für die Verifizierung. Sie haben innerhalb 15 min alles nötige erhalten. Ich kann keine weiteren Auszahlungen tätigen, es sind nur 500€ pro Tag erlaubt obwohl ich auf dir Auszahlungenmehr als eine Woche warten musste.

Mehrmals den Kontakt gesucht zum Support und jedes Mal nur die Antwort, ich solle geduldig sein.

87000€. Wenn es soweiter geht, habe ich das Geld in 5Jahren immer noch nicht!!!

Hello Maximilian,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the General T&Cs and I found this:

Do I understand correctly that you have received €2,000 so far? Could you please advise what VIP status your account has right now?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru.

Looking forward to hearing from you.

Best regards,

Kristina

I have VIP status 2. That's right, 500€ per day and 10000€ per month. But how should 10000€ per month be paid out if I can apply for a maximum of 500€ per day, a maximum of 3 should be in the queue for payment and I have to wait around 7 days per payment!? We get a maximum of 3000€ when my account is verified. A month has 4 weeks -> i.e. €500 would have to be paid out on each day of the week so that we get to €10,000. And not €500 every 7 days.

If I won €87,000, I would have to wait almost 9 months. Which I would agree with, but there were now 4 payouts of €500 each in 3 weeks.

I've been waiting for my verification for a week. I can't log in as I didn't want to gamble anymore and wanted a break. How should I request further withdrawals without account access?

Ich habe den VIP Status 2. Das ist richtig, 500€ pro Tag und 10000€ pro Monat. Aber wie sollen 10000€ pro Monat ausgezahlt werden, wenn ich Max 500€ pro Tag beantragen kann, Max 3 in der Warteschlange sein dürften zur Auszahlung und ich pro Auszahlung um die 7 Tage warten muss!? Da kommen wir auf Max 3000€ wenn mein Konto verifiziert ist. Ein Monat hat 4 Wochen -> sprich es müsste an jedem Wochentag 500€ ausgezahlt werden, damit wir auf die 10000€ kommen. Und nicht alle 7 Tage mal 500€.

Bei einem Gewinn von 87000€ müsste ich knapp 9 Monate warten. Womit ich einverstanden wäre aber es waren jetzt 4 Auszahlungen a 500€ in 3 Wochen.

Seit einer Woche warte ich auf meine Verifizierung. Ich kann mich nicht einloggen, da ich nicht mehr verspielen wollte und eine Pause haben wollte. Wie soll ich weitere Auszahlungen beantragen ohne Kontozugriff?

They can give me access to the account again so that I can request further payments. I don't want to keep playing, I just want to be able to pay out! €500 per working day would be fine. A 10000€ per month but not 3000€ per month because I might get 1-2 payouts per week. At €87,000 I would have to wait several years for that

Die können mir ja den Kontozugang wieder ermöglichen, damit ich schonmal weitere Auszahlungen beantragen kann. Möchte ja nicht weiter spielen, möchte nur auszahlen können! 500€ pro Werktag wär ja in Ordnung. Eine 10000€ pro Monat aber doch keine 3000€ pro Monat weil ich evtl 1-2 Auszahlungen pro Woche kriege. Bei 87000€ müsste ich dafür mehrere Jahre warten

Thank you very much Maximilian for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I say thank you for the first Kristina. Hopefully Peter can achieve something.

Ich sage danke fürs erste Kristina. Hoffentlich kann Peter etwas erreichen.

Hi Maximilian,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Cazimbo Casino to the conversation to participate in the resolution of this complaint.

Thank you Peter

As I said, no access to my account to make further payments.

And a very long waiting time until the €500 is paid out. In the past have to wait between 4-7 days. If you win €87,000, it would take several years to pay out. Since there will be over 170 transactions of €500.

And either you say €500 every working day -> you get a payout of €10,000 per month. Or once on the 1st of each month 10000€ at once. You have to find a compromise there.

Dankeschön Peter.

Wie gesagt, kein Zugriff auf mein Konto um weitere Auszahlungen zu tätigen.

Und sehr lange Wartezeit bis mal die 500€ ausgezahlt werden. In der Vergangenheit zwischen 4-7 Tage warten müssen. Bei einem Gewinn von 87000€ würde die Auszahlung mehrere Jahre dauern. Da es über 170 Transaktionen von 500€ werden.

Und entweder man sagt, 500€ an jedem Werktag -> da kommt man auf 10000€ pro Monat Auszahlung. Oder einmalig am 1. jeden Monats 10000€ auf einmal. Da muss man halt ein Kompromiss finden.

We would like to ask Cazimbo 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Maximilian,

I tried to get in touch with the casino repeatedly but didn't have much success. I got a short reply on Skype but when I mentioned the complaint, the casino rep stopped responding. I’m afraid, there is not much that can be done without cooperation from their side. You should be able to withdraw at least €10,000 per month as stated in the casino's T&Cs. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter

We’ve reopened this complaint as per the casino's request. We received the following message:

"The client's account was temporarily blocked for the verification purposes. After the documents were received and thoroughly checked, the account was reopened on 06.05.2022. According to our records, the client successfully logged in on the same day. Since then the client played down their winnings and requested the account closure. Account was therefore closed on 09.05.2022 per the client's request."

Dear Cazimbo Casino team,

Does this mean the player spent all his funds? Why did the player have to wait for 3 weeks to be able to withdraw €2000?

We received an email from Maximilian. Unfortunately, he confirmed that he played all his funds down. Even though there is a big chance he wouldn't lose all his funds if the withdrawal limits weren't so low, we can't really punish the casino for this complaint.

Dear Maximilian,

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. I wish I could be of more help.

Best regards,

Peter