Cazeus Casino - Player's account remains open after closure request.

Hi there!on 27th january i have email support asking to close my account,they replied and ask befor fore feedback and will be close....i reply and ask again just close my account....yesterday the 10th of february i have been still able to log in and place deposits and course i lost them and i have contacted again to close my account and refund me the deposits as they breaking the responsable gaming rule and as i am aware of my gambling issues i have asked them at 1st instance to close my account twice and they didnt

Dear Dracula506, 

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion: 

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.  

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with a gambling problem). 

Could you please specify the reason for closing your account? Would you be so kind as to forward me the account closure requests that you sent to the casino along with the casino's replies? My email address is veronika.f@casino.guru. 

Thank you very much in advance. 

Best regards, 

Veronika

I have emailed you the proof of conversation

Thank you for your email, and I appreciate your patience as we review your case. Upon reviewing the account closure requests you’ve shared with us, we noticed that the reason for closing your account was not mentioned. Unfortunately, in order to request a refund for lost deposits, we are only able to proceed if the player explicitly informed the casino of a gambling addiction and requested to be self-excluded, but the casino continued to allow deposits and gameplay.

To assist further, could you please provide any emails or chat transcripts where you communicated the reason for wanting to close your account? Specifically, if you mentioned any concerns about gambling behavior or requested a self-exclusion, this information will help us move forward with the request.

I will be honnest with you that i am having those issues but i was soo hungry that i ask tjem only to close my account and they didnt even now after asking them twice still didnt close my account

I have mentioned them that they breaking t&c of responsable gaming and they still not close my account

Thank you for another email that you sent me. You mentioned responsible gaming, but you still have not stated that you wished to close your account due to pathological gambling.

When applying for the self-exclusion, always state clearly the reason why you want your account to be deactivated and specify the time period. Also, 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 to have 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 due to gambling addiction

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 materials for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is 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."

Please fill out the template I gave you, send it to the casino, and add my email address veronika.f@casino.guru to the copy.

Dear Dracula506,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Can i ask you if you contacted them regarding my gambling addiction?cause in moment of weakness last night i had log in to casino and placed 10 more deposits and lot them...contacted them and staight away they closed my account but remember two times has been ignored this request...can i get still the refunds back?

Hi there!i have asked them to close my account on 27th january and got the response from them about terms of closure account and details and if i am still happy to proceed...i have been stated clearly yes i want to delete my account and hasn't been done...after that on 10th february i jave asked the.m Again to delete my accout and that they are not respecting the gambling rules and still not closed my account..i have gambling addiction and on 14th march i have still gone to the casino and been placed few more deposits and lost them all..i have contacted them again to close my account and requested the deposits back as they have already ignored my request twice...straight away they have closed but they said i will not get any refund as on casino rules they are not responsable for gambling addiction...can i still get my deposits back?thank you

Have you submitted a self-exclusion request to the casino explicitly stating your gambling addiction using the template I provided in my previous reply?

Please let me know so we can determine the next steps in your case.

They have closed finnaly on 14th but i still want my deposits back from period that i have request the closure my account till when they actually close it from jan27th to 14th march

Thank you for your response. Unfortunately, based on the information provided so far, we do not have evidence that you explicitly requested self-exclusion due to gambling addiction before placing the deposits in question. As previously mentioned, a general account closure request does not hold the same weight as a self-exclusion request under responsible gambling policies.

If you have proof that you clearly informed the casino of your gambling addiction before making these deposits and they still allowed you to play, please forward this evidence to me at veronika.f@casino.guru. Without such proof, it is unlikely that we can successfully argue for a refund.

Dear Dracula506,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.