Cazimbo Casino - Igračev nalog je ponovo otvoren bez njegovog pristanka.

Dear Casino Guru Team,

I would like to submit a complaint regarding Cazimbo Casino and the circumstances surrounding the reopening of my previously closed account, which ultimately resulted in significant financial losses.

In August 2024, I repeatedly requested the closure of my account. On 17 August 2024, I received confirmation from the casino that my account had been successfully closed.

After receiving this confirmation, I considered my relationship with the casino to be definitively terminated. I remained under the impression that my account was closed and did not use the account between the closure confirmation in August 2024 and my return to gambling activity in May 2026.

I never submitted any request to reopen my account.

On 22 May 2026, I unexpectedly received a promotional bonus of 230 PLN on what I believed was a previously closed account. After receiving this bonus, I returned to gambling activity and the same night I lost approximately 3300 PLN.

Only after these events, while preparing my complaint and reviewing archived correspondence, did I discover an email dated 29 January 2025 informing me that my account had been reopened. Until that moment, I had been unaware of this email and remained convinced that my account had stayed closed in accordance with the closure confirmation I received on 17 August 2024.

After discovering this correspondence, I contacted customer support and asked why I had received a bonus after such a long period of inactivity. During the conversation, support informed me that the bonus had been granted because of my activity. I found this explanation difficult to understand because, from the closure of the account in August 2024 until May 2026, I had not engaged in gambling activity at Cazimbo.

The key questions in this dispute remain unanswered:

Why was my account reopened after it had been closed on 17 August 2024?

On what basis was the reactivation performed?

Where is my request to reopen the account?

Why was a promotional bonus granted to an account that I believed had been closed?

I can provide evidence including account closure requests, confirmation of account closure dated 17 August 2024, the email informing me that the account had been reopened, marketing and bonus communications, customer support conversations, evidence of the 230 PLN bonus, records of gambling activity and deposits following my return to gambling activity, evidence of losses amounting to approximately 3300 PLN, and the casino's rejection of my refund request.

I requested an explanation from the casino and asked for reimbursement of the losses incurred after my return to gambling activity. The casino rejected my request but did not provide a satisfactory explanation regarding the basis on which the account had been reopened.

I believe that if the previously closed account had not been reopened and if I had not received the bonus granted to that account, I would not have returned to gambling activity and would not have suffered losses of approximately 3300 PLN.

I respectfully ask Casino Guru to investigate this matter, obtain clarification from the operator regarding the reopening of my previously closed account, and assist in the fair resolution of this dispute, including reconsideration of my request for reimbursement of the losses incurred following the account reactivation.

Kind regards,

[Redacted]

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Hello, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Cazimbo Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do you currently still have access to your account?
• Could you please advise when have you last made a deposit in Cazimbo Casino?
• Could you please confirm whether you have passed the KYC verification in this casino?
• Could you please share any additional communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

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

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Dux7777, thank you for the provided evidence. Upon reviewing your emails, it appears that you did not mention your struggle with gambling addiction in your correspondence with the casino, even after the casino asked you to provide reasons for your account closure request. Instead, the reasons cited were long response times and dissatisfaction with bonuses.

I understand how upsetting it can be to feel that a casino hasn’t protected you properly, and I’m sorry for the frustration this situation has caused. However, we won’t be able to assist further in this matter. The self-exclusion request, in which a player clearly states their gambling problem, is the essential evidence that each player must provide for us to proceed with a case like this. You didn't specify the reason for the account closure even after the casino asked you multiple times.

Since you didn't provide sufficient proof to support your case, and your account has been closed, we cannot handle this complaint as a failed self-exclusion and request a refund. I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.