The player from Gibraltar, a registered gambling addict, had expressed frustration over his account being allowed to remain active at Casino Cazeus despite his repeated requests for closure due to his addiction. After relapsing and incurring significant losses totaling over €29,000 in 2025 and 2026, he sought support from Casino Guru to address the issue and expected compensation from the casino for exploiting his situation. The casino acknowledged a technical error that had temporarily reactivated his account but confirmed the account was permanently closed per his request and removed him from promotional communications. The complaint was escalated, and after ongoing communication, the casino offered a settlement which the player accepted. The case was resolved with the player's acceptance of the settlement offer.
Cazeus Casino - Player claims account was exploited despite self-exclusion.
Case closed
Amount: €14,000
Cazeus Casino
Safety Index 7.3 Above averageCase summary
Translation
Hello Casino Guru,
I urgently need your support in my case.
I have been a gambling addict for years and live in Germany (I have been banned and registered with OASIS for gambling addiction since 2022 and have repeatedly informed all authorities in Malta and Curacao, as well as numerous casinos, of my addiction in writing). Despite this, I still receive invitations from casinos and bonus offers, and thus I have relapsed. I played at Casino Cazeus in 2025 and lost a lot of money. I emailed the casino requesting that I be banned due to my gambling addiction. I also contacted the VIP manager. This is all documented. Nevertheless, I was able to register and play at Cazeus again starting in April of this year. I then emailed the VIP manager requesting that my account be closed due to my gambling addiction, but this was not done, and I continued to gamble away several thousand euros. The casino was certainly aware of my gambling addiction and exploited it, which led to severe financial difficulties for me. I have all the emails as evidence, which I do not wish to upload publicly. However, I would be happy to share them with the Casino Guru staff.
I request the Casino Guru team to provide support and contact the casino to find out why this is being done deliberately to the detriment of gambling addicts. Furthermore, I expect compensation from the casino. I am certainly one of thousands of people this has happened to.
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Dear Brandyy111, thank you very much for submitting your complaint. I am truly sorry about your negative experience with Cazeus Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise when was the last time you had access to your casino account? Additionally, when was your last deposit?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your 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
TranslationHello Attila,
I replied to your email and attached the documents, or rather, I forwarded my emails to Cazeus requesting account closure due to gambling addiction. In 2025, I lost €15,731.00, and in 2026, another €14,000.00. All because there is no protection in place and players are constantly lured in with bonuses, etc. I sincerely hope for your support and compensation from the casino.
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Munya (munya.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Attila
Dear Brandyy111,
I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly. However, could you kindly clarify the following for me:
- Prior to playing in 2025, had you previously registered and played at this casino?
- Did you have a previous self-exclusion request enforced at this casino and, if so, could you kindly share any related communication?
- I noted your email to the casino sent on 5 May 2026, in which you mention that you had informed the casino several times about your gambling addiction. Do you have any earlier communication regarding this?
If you have any other communication with the casino apart from what you have already shared with Attila, please forward all emails you have sent to the casino to my email: munya.s@casino.guru. You may attach any screenshots in this thread or send them via email as well.
At this point, I would like to invite a representative from Cazeus Casino to join this conversation and assist in addressing the complaint.
Dear Cazeus Casino,
Could you please provide your comments regarding this matter?
Thank you in advance for your cooperation and for sharing any relevant information.
TranslationDear Munya,
Thank you very much for taking on my case.
Regarding question 1, I can say that I first registered and played at this casino in 2025.
Regarding question 2, I can't comment. I know that the VIP manager at Cazeus is exactly the same as the one at Wazamba, Rabona, and Casinia, where I also played and informed this manager about my problems. This VIP manager was aware of my gambling addiction and still gave me a bonus at Cazeus. This incident was also described by me on Casino Guru and can be found among my complaints. The VIP manager's name is Vasil, and he had the same phone number at Cazeus as at the other casinos. Therefore, he must definitely be aware that I suffer from gambling addiction. I will send you the relevant documents.
Regarding question 3, I can say that I first informed Casino Cazeus about my gambling addiction via email on May 28, 2025. I sent this email to the following addresses: support@cazeus.com and at vip@cazeus.com as well as at plaint@cazeus.com I have written to you. Enclosed are my identity card, medical certificates and reports regarding my gambling addiction and the OASIS gambling ban from 2022. This ban is still active and has not been lifted by me. On June 4, 2025, I wrote to Casino Cazeus again, reminding them of my email from May 28, 2025. There was no response or reply from the casino. However, at that time, my account was under review and I was unable to log in.
I will send you all the correspondence from back then.
Brandyy111
Thank you for providing the additional information and for your willingness to share supporting documents and correspondence. I appreciate your cooperation and understand the seriousness of the matter.
Your case will be carefully reviewed, and I will do my best to assist in reaching a fair resolution. In the meantime, I will wait for the casino’s response and any relevant information they may provide.
Kind regards,
Munya
Dear Brandyy111,
First of all, we would like to offer our most sincere and humble apologies for any inconvenience that may have caused.
We have observed a temporary reactivation, which is most likely due to a technical problem with the system. However, we would like to inform you that we have re-checked your account and your account has been permanently and irrevocably closed, in accordance with your request.
Additionally, your email and phone number have been removed from the promotion and advertising list you should not receive any further communication from us.
Regarding your refund request following the reopening of your account, we are currently consulting with the relevant team. We will provide you with an update at the earliest opportunity.
We sincerely appreciate your patience during this time. Thank you for your understanding.
Kind regards,
Cazeus Casino team.
TranslationHello Cazeus Casino,
Unfortunately, I am severely addicted to gambling, and for my own protection, I have been disclosing this to every casino and public authority worldwide for years. Most casinos don't even allow me to register, as I have reported myself to the relevant authorities in Germany, Malta, and Curacao and permanently banned myself. However, advertising and bonuses lure people in, and they lose a lot of money very quickly. Millions of people worldwide suffer from this gambling addiction, and the resulting problems for the individual and their family are devastating and very serious. Therefore, I contacted Cazeus Casino by email in May and June 2025 and pointed this out. Furthermore, on May 4, 2026, I wrote to the VIP manager, Matthias, requesting that my account be closed due to my gambling addiction. This was not done. The VIP manager, Vasil, already knew me and in 2025 was still unwilling to take any action and allow me to continue playing. As a result, I lost a lot of money again, even though I disclosed my gambling addiction very early on. This is unfair, and therefore I expect compensation from the casino, as there is clear contributory negligence on my part. I have sent Munja from Casino Guru all the relevant documents and correspondence from that time, which confirm that I should not have been playing at Cazeus in the first place.
Cazeus Casino
Thank you for your response and, most importantly, your proactive approach. I greatly appreciate the measures you have taken and your consideration of a refund, which is not only fair to the player but also speaks highly of your brand. I look forward to a timely update regarding the consultation for a refund.
Dear Brandyy111,
We can only try to understand the level of frustration you would have felt. As we explained in our previous message that we recently observed a temporary reactivation, which was most likely due to a technical problem with the system.
We assure you we have already escalated this to our relevant team. We kindly ask for your continued patience as we await an update from the relevant department regarding your request.
Please be assured that we are working to ensure compliance with all necessary protocols. We are making every effort to resolve this matter as expediently as possible.
We expect to provide you with a final update in the near future.
We sincerely appreciate your patience during this time. Thank you for your understanding.
Kind regards,
Cazeus Casino team.
Cazeus Casino
Looking forward to your update soon. Thank you for cooperation.
TranslationCazeus Casino,
I would also appreciate an update from you soon.
Please consider once again my considerable EURO gambling losses in 2025 and 2026, which resulted from the many technical and human errors of your staff (my emails and letters to Cazeus Casino).
Dear Brandyy111,
We sincerely apologize for the delay in our response. We assure you it is not our intention to keep you waiting.
Unfortunately! Our internal team requires additional time to finalize the necessary details before we can proceed with your request.
We anticipate providing a further update as soon as possible. Thank you for your continued patience and understanding.
Kind regards,
Cazeus Casino team.
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.
TranslationHello Casino Guru,
Hello Munya,
Cazeus Casino contacted me and offered a settlement. I accepted this offer and would therefore like to close my complaint.
I would like to thank everyone for their support.
Dear Brandyy111,
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,
Munya Shumba
Casino.Guru
