The player from Germany won €193.82 on February 5th, 2025, from a bonus purchase, but her winnings had not yet been credited. She had been waiting for a response for almost two weeks, despite having prior successful bonus purchases. After nearly 30 days of follow-up, the winnings were credited to her account, resolving the issue. We marked the complaint as 'resolved' upon her confirmation.
Cazeus Casino - Player’s winnings are delayed.
Amount: €194
Cazeus Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Cazeus Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Hello,
On February 5th, 2025, I won €193.82 on Starlight Princess 1000 from Pragmatic Play through a bonus purchase worth €40. But this winnings have not been credited to me, which is extremely strange. It says in my profile that verification is not necessary. I have been told for almost two weeks that someone would get in touch, but to date, nothing has happened.
Important to know, I had also made several bonus purchases before and the winnings were credited. (The money was also without a bonus, so it was RAW cash.
I have also heard several times that this casino is known for nothing happening and is possibly a scam casino.
as we are already well over 7 working days and have reached day 12 today.
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1 month ago
Dear mishechkinanatalya32,
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 support your case with screenshots and other evidence regarding the issue?
- Could you please specify the date of the incident?
- Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 month ago
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I sent them an email.
The support is always the same. And I don't think it takes 2 weeks to credit a free spin win.
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1 month ago
Thank you very much, mishechkinanatalya32, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.
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1 month ago
Hello there,
Thank you mishechkinanatalya32 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Cazeus Casino for their help in resolving this complaint. We would like to know what is the issue with the player's winnings and what can we do to help the player receive them.
Thank you!
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3 weeks ago
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I still haven't received any response from the casino, and it's been almost 30 days now. Please help.
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3 weeks ago
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.
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2 weeks ago
Dear all,
Thank you for reaching out!
Please be informed that the withdrawals in question have been canceled by the customer themselves, and, subsequently, played down by the customer.
Currently there are no pending withdrawals or withdrawable balance on the customer's account.
Thank you for your understanding.
Best regards,
Cazeus team
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2 weeks ago
Translation
Not correct. It's about a free spin win that hasn't been credited. It's 100% clear that it hasn't been credited.
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2 weeks ago
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The winnings were credited to my account today, so this case is resolved. Thanks for your help.
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2 weeks ago
Dear mishechkinanatalya32,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
