Cazeus Casino - Player’s winnings have been lost.

I won a prize on this site. At the time of winning, I communicated my problem with the game and requested that my winnings be withdrawn due to my issue. My request has been almost completely ignored these days until I lost it all. I am requesting compensation of that money to my account because I did not receive any help.

Dear Dpelegrin,

Thank you very much for submitting your complaint. I’m sorry to hear about the challenges you faced with the casino and the loss of your winnings due to a lack of assistance. We understand how frustrating this must have been for you.

To better understand and assess your case, could you please provide more details about the situation? Specifically:

• Could you elaborate on the issue you experienced with the game when you won? Was it a technical problem, or something related to the game rules or functionality?
• Did you communicate with the casino about your issue before losing the funds? If so, could you share any relevant correspondence or screenshots of your communication?
• On what basis are you requesting a refund of your winnings? Did the casino confirm that your issue would be resolved before you could access your funds?
• Were there any specific terms and conditions or assurances given by the casino that led you to believe the funds would be safeguarded during the resolution of your issue?

If you have any additional documentation or evidence related to this case, such as chat transcripts, emails, or screenshots, please feel free to forward them to petronela.k@casino.guru.

Your cooperation is crucial for us to proceed with this case. Without your input and supporting evidence, we will be unable to move forward effectively in mediating the issue with the casino.

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

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

All this is already known about my problem and they did not help me, I said it from the first moment I got the prize, you can request the full chat from them, it shows that from the first moment I told them that I had a problem with the game and debts due to said problem

I won a high prize, and as soon as I got it I contacted them and told them about my problem with the game and that I needed to withdraw it to pay debts due to that problem, I managed to withdraw some but the next day it wouldn't let me withdraw it and I contacted them, because of my problem I lost part of that money and I contacted them again making my problem clear again and that I needed that money and they told me that Ivan was going to make a manual withdrawal, they never did and in the end because of my problem and desperation I lost everything, and I am desperate, at no time did they provide me with help or block my balance, I gave them as an example that you can't leave a bottle in front of an alcoholic because he ends up drinking it, they almost ignored all the times I contacted them and no one has contacted me subsequently by email or any other means

Now they have closed my account for that reason, because of my problem with the game, but before that they have not helped me, I am desperate

After spending days telling them everything, from the first moment and seeing that it is always the same messages, I have asked them about the incident and they have no record of anything and they do that to me every time I ask them.

Hi Dpelegrin,

To better understand your case and assist you effectively, I would like to ask for some additional clarification:

• Did you send a self-exclusion request to support@cazeus.com as outlined in the casino’s terms and conditions?
• From the live chat communication you forwarded, it is unclear whether you explicitly mentioned gambling problems as the reason for requesting your account to be blocked. Could you confirm if this was ever communicated to the casino and, if so, provide any supporting details?

Thank you in advance for your reply.

I didn't take a screenshot, as soon as I won the prize I told them that I needed to withdraw it quickly, that I had problems with gambling and that those problems had brought me debts, I don't know if they will give me the history of the conversation since I won it, but it is the first thing I told them, then when I had already spent something I told them again telling them that they would withdraw it because with my problem I would spend it and I was already claiming a refund, they told me that Ivan was going to make a manual refund which they did not do, when the manual refund was done I still had about 3000 euros in my account, but they did not do it and I could not make withdrawals

Hi Dpelegrin,

Thank you for reaching out.

• Could you please confirm if you sent a self-exclusion request to support@cazeus.com, as specified in the casino’s terms and conditions?

I completely understand how challenging this situation must be for you, and I want to assure you that we are here to help as much as possible. However, without any supporting evidence showing that you clearly communicated your gambling concerns to the casino, we may face limitations in assisting you further.

Your cooperation is truly important to move forward, and I’m here to support you every step of the way.

These screenshots are from when I told them about the problem with the game. I don't have a screenshot of telling them that, that's the email they sent me. You can see that it's dated December 14, which was when I got the prize and I had it in full.

The only option they gave me was to cancel the money from the account and return the money I had deposited.

This is the only evidence that I communicated my problem with the game I have, I did not take screenshots. I repeatedly contacted them via live chat but they always kept me waiting and told me they would answer me by email, and they answered me almost 24 hours later.

Hi Dpelegrin,

Thank you for providing the screenshots. We can see that they are from your email communication with the casino, where they informed you that you can only close your account if there is no remaining balance or pending withdrawal. If there is any balance or pending withdrawal, your winnings may be voided, and only your last deposit will be refunded.

To assist you further, could you please forward the original email that you sent to the casino, in which you mentioned your reason for wanting to close the account? This will help us better understand the situation and provide you with the support you need.

We’re here to help, so please don’t hesitate to reach out with any further questions.

When I won the prize, I communicated it via live chat, and then, when I didn't receive a response, I wrote to them. If you could check the live chat history, you would see how I communicated it to them as soon as I won the prize.

I have requested my live chat with them, I don't know if they will provide it to me

Thank you very much, Dpelegrin, for providing all the necessary information. I will now transfer your complaint to my colleague, Kubo (jakub.m@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Ok thank you very much

Dear Dpelegrin,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since Cazeus Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news. 

Thank you for your understanding and patience!

Best Regards,

Kubo

No, I have no news, I asked them for the live chat, and they told me that I could get it in the chat itself, and I have verified that this is not the case, I told them that and they have not answered me again.

Is there any news regarding the case? I am desperate to get out of this situation and be able to pay the debts I have.

Dear Dpelegrin,

Unfortunately, there are no updates on my end as I have not yet received a response from the casino regarding my email. However, we have obtained a new contact for a casino representative, and I have reached out to them in hopes of addressing your issue.

I am hopeful they will respond soon, and I appreciate your understanding and patience during this time.

Ok thank you very much

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 Dpelegrin,

I wanted to inform you that Cazeus Casino has responded to my inquiries and provided further details regarding your case. Could you kindly confirm whether your account was closed on December 17, 2024?

Thank you for your assistance.

Yes, at the time I had nothing left, and I told them that I felt so bad that I was half depressed and had bad thoughts, talking to them via chat, but previously they did not want to close me only if I gave up the prize having told them that I had problems with the game, they even told me when I had 3000 euros left that they were going to make a manual withdrawal which they did not do.

Dear Dpelegrin,

Based on the information and financial breakdown of your account activity provided by the casino representatives for the period between December 13, 2024 (your request date) and December 17, 2024 (the account closure date), I regret to inform you that from our perspective you are not eligible for a refund from the casino.

Below is a summary of the events for clarity:

• On December 13, 2024, you deposited €100. Later that day, you requested account closure while disclosing your gambling problem. The casino informed you of their policy stating that accounts with an active balance cannot be closed immediately. While we find this policy unfair to players, in your case, you requested a withdrawal of €1,500, which the casino manually processed within 16 hours to expedite the process.
• On December 14, 2024, you requested another withdrawal of €1,500, which was again manually processed by the casino within 12 hours.
• On December 15, 2024, you requested a final withdrawal of €1,500, which was processed within 10 hours.
• On December 17, 2024, you made two deposits totaling €200, which were lost, and your account was subsequently closed.

It is important to note that self-exclusion requests in many online casinos are handled manually by dedicated departments. This process, while sensitive and critical, often requires a reasonable timeframe to ensure it is carried out with the necessary care to protect the player. Generally, we consider a few business days as acceptable for processing such requests.

If the casino had refused to close your account after your initial request and allowed further deposits and losses during this period, we would have sided with you and demanded a refund. However, in your case:

1. The casino demonstrated a clear willingness to assist by manually processing your withdrawals promptly, even with their policy regarding active balances.
2. Your deposits were made both prior to your account closure request and during the processing timeframe.
3. The majority of your balance was withdrawn successfully during the period in question, and your current claim seeks a refund for funds that have already been paid out.

Given these circumstances, we must align with the casino's position and reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry we couldn’t provide a more favorable resolution in this instance. If you experience any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo