The player from Gibraltar, a registered gambling addict, expresses 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, he seeks support from Casino Guru to address the issue and expects compensation from the casino for exploiting his situation.
Cazeus Casino - Player claims account was exploited despite self-exclusion.
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6d 23h 4m 49s
Cazeus Casino
Safety Index:Above averageCase summary
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2 hours ago
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.
Automatic translation:
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55 minutes ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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55 minutes ago
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
