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I've asked Cazimbo Casino several times to close my account due to addiction issues. I have an email confirmation that it was closed on February 18, 2026. I checked today and it was still open. I tried again, playing for $2.5k. I'm requesting a refund.

Ho chiesto più volte al casinò Cazimbo di chiudere l’account per problemi di dipendenza,ho la conferma della mail che è stato chiuso in data 18/02/2026. Oggi ho controllato ed era ancora aperto,ci sono ricascato giocando 2.5k. Chiedo un rimborso

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Dear Tommi272727,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cazimbo Casino. To better understand the situation and assist you effectively, could you please provide us with some additional details? Here are a few questions that would be helpful:

• Were you able to access the casino immediately after the closure confirmation on February 18, 2026?
• Could you provide any screenshots or correspondence related to the recent activity on your account?
• Have you reached out to Cazimbo Casino's customer support regarding this matter? If so, what was their response?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Good morning, actually since 02/18/2026 after the confirmation I have not logged in anymore because I had confirmation of the definitive closure.

On March 26, 2026, I received an email from Cazimbo crediting me with a €7.00 bonus. I logged back into my account with my credentials and discovered it was still open. I tried again, making deposits of €2,500. I don't understand why they told me it was closed but left the account open afterward.

which I specifically asked to close due to gambling problems. I've attached everything you need.

I can't access my account today because it's under review.

Buongiorno,in realtà dal 18/02/2026 dopo la conferma non ho più effettuato accessi perché avevo la conferma della chiusura definitiva.

in data 26/03/2026 mi arriva una mail da Cazimbo dove mi accreditano 7.00€ di bonus,allora sono rientrato nel mio account con le credenziali ed ho scoperto che era ancora aperto. Ci sono ricascato facendo depositi per 2500€. Non capisco perché mi avevano detto che era chiuso ma hanno lasciato aperto l’account dopo

che ho specificamente chiesto di chiudere per problemi di gioco d’azzardo. Allego tutto quello che serve.

In data odierna non riesco ad accedere all’account perché in fase di revisione.

I attach more photos here

Allego qui altre foto

Here is today's response from the casino

while I attach again the confirmation of the closure dated 02/18/2026

Ecco la risposta in data odierna del casinò

mentre ti allego nuovamente la conferma della chiusura in data 18/02/2026

Good morning, are there any updates?

Buongiorno,ci sono aggiornamenti?

Update:

They offered me a refund of €1250

I want to ask when it will arrive

Aggiornamento:

Mi hanno offerto un rimborso di 1250€

voglio chiedere quando arriverà

Dear Tommi272727

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear Tommi272727,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Cazimbo Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Cazimbo Casino representative to join this conversation and participate in resolving this complaint.

Dear Cazimbo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Additionally, upon reviewing the communication with the player, I would like to point out one important detail.

The player should never be "threatened" that their balance will be voided upon a self-exclusion request.

This is contradictory to the basic idea of self-exclusion and responsible gambling — to protect vulnerable players from gambling their money away.

Thanks Igor 💪🏻

Grazie Igor 💪🏻

Hi Igor, update:

I received a refund of €1250. I would like to know the amount of my deposits after receiving confirmation of my account closure on February 18. I have €2500 in deposits (I don't understand the refund of half of them).

Ciao Igor,aggiornamento:

Ho ricevuto il rimborso di 1250€,chiedo gentilmente di sapere la somma dei miei depositi dopo che il 18/02 ho avuto la conferma della chiusura dell’account. A me risultano 2500€ di depositi (non capisco il rimborso della metà)

Update:

They asked me to close the complaint, but I don't understand why I should only be refunded half of my losses considering that the Casino has acknowledged the error.

Aggiornamento:

Mi hanno chiesto di chiudere il reclamo,ma non capisco perché devo essere rimborsato solo della metà delle mie perdite visto inoltre che il Casinò ha riconosciuto l’errore

Is it possible to have updates?

Possibile avere aggiornamenti?

Dear Tommi272727,

Thank you for contacting us.

We kindly inform you that we are reviewing the matter with our relevant department and we will have updates for you at the nearest time.

Thank you for your patience and understanding.

Best regards,

Cazimbo Team

Dear Cazimbo Casino,

Thank you for your reply. Please review the case and let us know your findings.

Additionally, I would like to ask you to provide a document showing all of the player’s deposits made after February 18th.

I don't see what there is to look into when the casino has already acknowledged the error, I would just like a full refund.

With all the evidence provided I don't understand what else there is to analyze

Non vedo cosa ci sia da esaminare quando il casinò ha già riconosciuto l’errore,vorrei solo il rimborso completo.

Con tutte le prove fornite non capisco cosa ci sia ancora da analizzare

Hi Igor, sorry to bother you, could you speed things up because I need that money right now? Please.

Ciao Igor,scusa se ti disturbo,riusciresti a velocizzare le cose perché avrei bisogno di quei soldi in questi giorni. Per favore

Dear Tommi272727,

We are writing to officially confirm that the €1,250 refund has been successfully processed and completed, as per our mutual agreement.

This resolution was reached following a thorough review by our management team. We would like to reiterate our sincere apologies for the unfortunate circumstances regarding your account. We appreciate your cooperation and your willingness to reach an amicable agreement with us.

Thank you for your patience throughout this process.

Best regards,

Cazimbo Team

Dear Cazimbo Casino,

You did not provide the information requested by Igor. The amount I deposited was €2,500, not €1,250. Since you acknowledged the error of leaving my account open after sending me the final closure email I requested due to gambling problems, why haven't I been refunded the full amount? I request an additional transfer of €1,250.

@Igor can you kindly help me?

Gentile Cazimbo casinò,

non hai fornito i dati richiesti da Igor. La somma che è ho depositato è di 2500€,non di 1250€. Siccome hai riconosciuto l’errore di aver lasciato aperto il mio account dopo avermi mandato la mail di chiusura definitiva da me richiesta per problemi di gioco d’azzardo,come mai non sono stato rimborsato dell’intera somma? Richiedo un ulteriore bonifico di 1250€.

@Igor gentilmente puoi aiutarmi?

Dear Cazimbo Casino,

I would like to ask how the refund amount was calculated and why the player was refunded half of their deposits.

Additionally, was there any conversation, mutual agreement, or signed waiver regarding this refund?

Thank you for your cooperation.

Hi Igor, I accepted the €1250 refund thinking it was part of the total refund they owed me.

I kindly ask Cazimbo Casino to also refund the amount that remains due to an obvious error on their part.

Ciao Igor,io ho accettato il rimborso di 1250€ pensando fosse una parte del rimborso totale che mi dovevano.

Chiedo gentilmente al Casinò Cazimbo di rimborsare anche la somma che resta per colpa di un loro errore evidente

Furthermore, the casino continues to send me promotions, I attach screenshots and ask both to not receive anything more and the second part of my refund

Inoltre il casinò continua a mandarmi promozioni,allego screen e chiedo sia di non ricevere più niente sia la seconda parte del mio rimborso

Hi @igor, could you kindly request a response from Cazimbo Casino? They haven't responded to my emails for a week, and they haven't provided documents related to my deposits as you requested.

Thank you

Ciao @igor,potresti gentilmente sollecitare una risposta di Cazimbo Casinò? Non rispondono più alle mie mail da una settimana inoltre non hanno fornito documenti relativi ai miei depositi come richiesto da te.

Grazie

Dear Tommi272727,

Since we are waiting for Cazimbo Casino’s reply, could you please forward me the original email in which the casino offered you €1,250, along with your reply?

Thank you.

Any chance of getting some news?

Possibilità di avere qualche news?

Dear all,

We kindly inform you that we will have updates regarding the matter at the nearest time possible.

Thank you for your patience.

Best regards,

Cazimbo Team

Dear Cazimbo Casino,

You've been investigating the case for a week now, without providing the evidence Igor requested. The solution is very simple: REFUND ME FULLY OF MY DEPOSITS, NOT JUST HALF. You've already acknowledged your mistake. Why don't you want to help a customer you've wronged?

@igor, can you please give me your conclusion? Could you speed things up?

Gentile Cazimbo Casinò,

ormai è già una settimana che stai esaminando il caso,senza fornire le prove chieste da Igor,la soluzione è molto semplice: RIMBORSARMI COMPLETAMENTE DEI MIEI DEPOSITI NON SOLO DELLA METÀ. Hai già riconosciuto il tuo errore,perché non volete venire incontro ad un vostro cliente a cui avete fatto un torto?

@igor per favore riesci a darmi una tua conclusione? Riusciresti a velocizzare i tempi?

Dear Tommi272727,

The casino is currently reviewing your case and has assured us that they will provide a response shortly. In the meantime, we kindly ask you to remain patient as we await their feedback.

Thank you for your understanding.

Dear Cazimbo Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

I continue to receive promotions even though I asked to close my account due to gambling addiction and not receive anything anymore.

Continuo a ricevere promozioni anche se ho chiesto di chiudere il conto per gambling addiction e di non ricevere più niente

There are now only a few hours left until the casino's response timer expires... and I've never received a concrete answer. They're asking for time to analyze the issue, but there's nothing to analyze. THEY DIDN'T PROTECT ME EVEN THOUGH THEY KNEW FROM EMAILS THAT I HAD A GAMBLING PROBLEM.

@Igor they never provided the evidence you asked for WHILE MINE IS IRREFUTABLE.

I HOPE THAT ANYONE FOLLOWING THIS CASE WILL THINK TWICE BEFORE REGISTERING ON THIS SITE AND THAT CASINO GURU WILL DISTANCE THEMSELVES FROM THIS BEHAVIOR BY PENALIZING THE CASINO.

@Igor, can you speed up the process? Can you be more forceful and get the evidence the casino is using to analyze the case?

@cazimbo casino: Can you give me back my entire deposit after February 18th, the date you took advantage of my situation? I demand the €1250 you still owe me.

Ormai mancano poche ore alla scadenza del timer per una risposta da parte del casinò…senza mai ricevere una risposta concreta. Chiedono tempo per analizzare la questione,non c’è niente da analizzare,NON MI HANNO TUTELATO PUR SAPENDO TRAMITE MAIL INVIATE CHE AVEVO UN PROBLMEA DI GIOCO D’AZZARDO.

@Igor non hanno mai fornito le prove che hai chiesto MENTRE LE MIE SONO INCONFUTABILI.

SPERO CHE CHIUNQUE STIA SEGUENDO IL CASO CI PENSI DUE VOLTE PRIMA DI ISCRIVERSI SU QUESTO SITO E CHE CASINO GURU PRENDA LE DISTANZE DA QUESTI COMPORTAMENTI PENALIZZANDO IL CASINÒ.

@Igor puoi accelerare la questione? Puoi essere più duro e farti dare le prove sulle quali il casinò sta analizzando il caso?

@cazimbo casinò PUOI DARMI INDIETRO L’INTERO AMMONTARE DEI MIEI DEPOSITI DOPO IL 18 FEBBRAIO DATA DALLA QUALE TI SEI APPROFITTATO DELLA MIA SITUAZIONE? CHIEDO I 1250€ CHE ANCORA MI DEVI

Dear Tommi272727,

After an additional thorough review of this case, I would like to point out one important detail.

You reached a mutual agreement with the casino, in which they offered you €1,250. In this message, there is no mention that this amount was only a partial refund/goodwill gesture. Additionally, you agreed to this amount. Therefore, there is not much I can do for you on this occasion.

Thank you for your cooperation throughout the process. If you ever experience any problems with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center — we’re always here to help.

Best regards,

Igor P