Cazeus Casino - Player claims that payment has been delayed.

Hello good,

I'm trying to withdraw €1,400 from the casino. I've had to do it in three withdrawals because of a €500 limit per withdrawal (level 1). On the website, in the chat, it says a maximum of 3 business days "not counting the day of the withdrawal," which is a total of 4 business days. The same old response: "Everything is fine and we're sorry for the delay, we have a problem." But when it comes to logging into the casino, everything is advantageous. Let's see how this can be resolved.

Greetings

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I will continue to report on the process.

I complained today but they always say the same thing in the chat.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good morning, we're still waiting for verification to be accepted. The response is always the high volume of requests and the verification time, "we're in the final phase" since day one. I'm taking a mobile phone.

Greetings

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Did you accumulate your winnings with or without an active bonus?

Have you received any updates regarding the verification?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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.

Good evening, here I answer your questions:

Have you made any successful withdrawals before?

-I have NOT withdrawn any withdrawals before.

Did you accumulate your winnings with or without an active bonus?

- They are WITHOUT bonus

Have you received any updates regarding verification?

-I have not received any updates regarding verification of funds or documentation.

Could you share your communication with the casino?

-Yes, I share information.

I will send more capture photos to your email.

" "

Greetings

Good morning,

Today I received 2 of the 3 withdrawals, I will wait for the third one to be received and we will resolve this case.

Dear player, thank you for the update. Could you please confirm whether you have already received the third and final withdrawal?

Good morning, after reading on this forum that someone had changed the withdrawal method, I switched from card to bank transfer. Now I'll have to wait longer.

We'd also like to inform you that Cazeus has changed its withdrawal policy. Only €500 can be withdrawn per day and a maximum of €7,000 per month.

I will inform you as soon as I have news.

greetings

Dear player, could you please let us know if there have been any changes or progress since you switched your withdrawal method?

Also, it would be helpful if you could share when exactly you requested the withdrawals and what the withdrawal amounts are.

Dear player,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.

However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,

Dominika

Casino.Guru