Cazimbo Casino - Аккаунт игрока был закрыт.

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 kyc@cazimbo.com 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.

Hello 11march2005,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Cazimbo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you register into the casino? Did you accumulate your winnings with real money or did you use a bonus? Was any of your documents already verified? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. I registered on November 21, 2022.

I made a deposit, then received a bonus. And with the help of the bonus, I managed to win money. I asked support about the possibility of verification, but they wrote that verification can only be requested by the financial service. The last time I wrote to them was on November 26th asking "why did they close my account without explaining why I only got my deposit back". The last letter I received was November 27th where they replied to my letter. The text of the letter is attached to my message. I didn't write to them again.

Dear Eldar,

Thank you for contacting our Customer Support Team.

Unfortunately theaccount cannot be reopened and your money as stated will be transferred.

Administration have the final decision in relation to terms and condtions.

If you have any additional questions, please, do not hesitate to contact us via email support@Cazimbo.com or via Live Chat. 

Hello 11march2005,

If the casino promised to pay you out, I would recommend to wait only for the money to arrive. Since when are you waiting for it?

Please also note that once you will have no remaining balance on your casino account, the casino has right to close your account forever.

The casino promised to return only my deposit, but not my winnings. My deposit was approximately 38 euros and my winnings were 318 euros. And when I tried to withdraw my winnings, they closed my account and only refunded my deposit. They kept my winnings and are not going to return it to me. They did not explain the reason for closing my account and why they do not want to give my winnings. I am attaching two letters from them, where you can read the information that my account is being closed, and in the letters there is no information why my account is being closed and why they do not give my winnings. As of today they closed my account and only refunded my deposit. They won't do anything else.

Thank you 11march2005 for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi 11march2005,

I've just reviewed your case and fully understand your concerns. I will contact the casino to help you with your complaint.

I'd like to invite a representative from Cazimbo Casino to join the conversation and participate in the resolution of the complaint. Can you please provide more information regarding the reasons for closing the player's account and why the player's winnings have been confiscated?

Thank you.

Kind regards,

Tomas

Hello Tomas

I would ask you, if the casino sends only you, any evidence of their words, I ask you not to close my complaint without listening to my words. Please feel free to ask me any questions if you have any information.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear 11march2005,

I tried to contact the casino repeatedly but without success. I am afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this is not 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 that you contact the responsible gaming authority - Antillephone N.V. (Curacao) and submit a complaint to them (certria@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help.

Best regards,

Tomas

We’ve reopened this complaint at the request of Cazimbo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello. I would like to express my gratitude to the casino for deciding to consider this complaint. In connection with this, I wanted to tell you, just in case, if the casino decides to return the money, then it would be a joke not to return it to my crypto wallet since this crypto wallet does not work. In this case, please request my new crypto wallet address

Hello Thomas. As I see it, the casino has not decided to answer for the blocking of my account and the reason for the theft of my money ((((

Dear 11march2005,

I would like to bring your attention to the fact that the investigation is currently running internally. Therefore, I'm now extending the timer by another 7 days.

We will keep you updated on any developments. Thanks for your patience.

Kind regards,

Tomas

Dear 11march2005,

Let me extend the timer again for the casino. I am still waiting for the information regarding your case, and I am confident that we will come to a successful resolution in the end.

Thanks for your patience.

Kind regards,

Tomas

Hello, Tomas. No problems)))

Hello Thomas

I think the casino doesn't want to respond to my complaint

Hello, Tomas

I was right))) the casino doesn't want to respond to my complaint

Dear Tomas,

Thank you for reaching out.

Please be informed that we have sent an email to tomas.k@casino.guru. 

Looking forward to your reply.

Best regards,

Cazimbo.com

Dear 11march2005,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions. The reason for this is that multiple accounts were created across the casino's platforms, with false personal information provided, thereby taking advantage of bonuses to which you would not normally be entitled.

The casino acted correctly and within its terms and conditions.

Sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, Cazimbo Casino, for providing information and your cooperation.

Best regards,

Tomas

Casino.Guru