Cazeus Casino - Račun igrača je u pregledu i sredstva kasne.

Hello, I won around £10,000, from which I was allowed to withdraw a portion. However, my account was later blocked with a remaining balance of £5,400. I have contacted them multiple times via email and live chat, and they kept telling me that they need to get in touch with the relevant department.

I have been waiting for 20 days now. Last week, they told me the money had been transferred and that I should receive it within 3–5 days. However, after waiting an entire week, no money was received.

When I contacted them again, they said that my account is still under review and that no transfer was actually made. I have not even been given a clear explanation of why the withdrawals were cancelled and why my account was blocked.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cazeus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked? Did the casino justify your account closure by citing any particular rules?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Have you passed account verification? Have you submitted any documents required for verification recently or in the past?
• Could you please share with me your communication with the casino regarding the account closure? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello,

I register with cazeus around 6 months ago but I dont remember exact date

I dont have acces to my account since 8th of may 2025

When I woke up that morning and tried to login into my account, I saw that my account was already blocked, without any explanation.

I wrote email to support and contacted the live chat and the only response I had was ADMINISTRATOR BLOCKED ACCOUNT WITHOUT A CHANCE TO REOPEN IT

and after no more explanations why exactly its been blocked they just keep repeating the same,last week two assistants told me that withraval been done but after a week I contact them again and they said that my case is still rewieving and transfer actually wasnt done

I play slot

I did not play with a bonus. The money I deposited was my own, without any bonuses involved.

Also, I didn’t need to verify my account — it was clearly stated that no verification was required at the time.

Please look into this and let me know why my account was blocked.

Hello,i want to ask if there are any updates about my complains

Thank you very much, Ieva23, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Ok thank you

Hello, Ieva23!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Dear Pavel,

We’ve just sent you an email regarding an important matter.

Kindly check your inbox when you have a moment.

Thank you!

Cazeus team

Hello, Ieva23.

We have received proof from the casino that you have made multiple chargebacks. We consider chargebacks a seriously unfair behavior. Therefore, I must now reject your complaint.

We have decided to reopen this complaint by the request from the player so we can investigate circumstances of this case and make them more clear to all parties.

Cazeus Casino, please, tell us if player's account was closed only once, and, if possible, send us all live chat transcripts of all player's conversations to my e-mail: pavel.k@casino.guru.

Dear Pavel,

The player’s account was previously closed upon their own request, but was later reopened as part of a reactivation initiative.

We kindly ask for a bit of time to gather and send all live chat transcripts to your email as requested.

Thank you for your patience.

Best regards,

Cazeus Casino Team

Of course, we will be waiting patiently. Also, please, tell us when the closure by the player's request occurred, when the first chargeback was done and when the closure of the account fur to chargeback fraud was done.

Dear Pavel,

Thank you for your continued support and clear communication.

Please kindly note that all relevant live chat transcripts have already been sent to your email.

We will be sharing the additional requested information shortly.

In the meantime, and purely to help us better align our internal follow-up, we would highly appreciate it if you could share a bit more context regarding the specific reason for the reopening of the case. This would allow us to make sure we address all open questions as clearly and effectively as possible from our side.

Thank you once again for your cooperation.

Best regards,

Cazeus team

Thank for the provided evidence! Will be waiting for further information!

The reason for the reopen is that we want to build an entire timeframe of closures and reopens of player's account to be sure we did not miss anything.

Dear Pavel,

Thank you for your response and for explaining the reason for reopening the case.

As requested, we have shared all available information in our previous email, including the timeline of account closures and reopens, along with the full live chat transcripts.

Please kindly check the email, and let us know if anything is missing or if you have any further questions — we’ll be happy to assist.

Best regards,

Cazeus team

Hello, Ieva23,

we have carefully examined all chat transcripts we have received an the full timeline of account closures. According to the information from the casino, you have requested the closure of your account multiple times (10+, maybe 20+) and have mentioned the addiction (not gambling addiction) only once. Also, you have been recommended to request the closure via e-mail every time, but kept coming back to chat. Please, if you have gambling addiction, do not play anywhere anymore, but if you will, send self-exclusion requests accordingly, mentioning that you are a problem gambler and the reason for the closure is gambling addiction.

Regarding the reason for the first closure on 15.4.2025: the casino has told us that they had closed your account on that date by your request, nor because of the gambling addiction, neither because of the chargebacks. They they had reopened your account later in April, and the closed it again in May because they have learned about chargebacks just then.

The most important part in all this is the fact that you have made chargebacks. Even if you would have made the proper self-exclusion request, in normal situation the casino mustn't reopen your account, and if were to happen, we would request the whole amount of your deposits after the reopen to be refunded. However, even in such case, the fact that you have made chargebacks would make you ineligible to such refunds.

All mentioned above, unfortunately, I must reject your complaint again. Please, exclude yourself where you can and consider seeking help if you feel that your gambling is out of control. You can check out some resources here:

https://casino.guru/global-self-exclusion-initiative/assistance-tool

https://casinoguru-en.com/problem-gambling-help-centers

Respectfully,

Pavel K

Casino Guru Team