The player from Germany pointed out that despite his account being suspended and closed, the casino allowed him to deposit and play, which he believed violated responsible gambling guidelines. He asserted that he was entitled to a full refund for any losses incurred during that period. The complaint was marked as resolved after the player confirmed the issue had been addressed. No further details on the resolution terms were provided. The Complaints Team acknowledged the resolution and offered ongoing support for future issues.
Cazeus Casino - Player claims violated responsible gambling guidelines.
Resolved
Our verdict
Case closed
Amount: €500
Cazeus Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
This happened to me!
If the operator allows you to deposit and play during this period, even though your account should be suspended and closed, this can be considered a serious breach of the basic responsible gambling guidelines. You are then entitled to a full refund for the specified period if the money has been lost.
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1 month 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.
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1 month ago
Dear John0306,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain the difference between closing an account and self-exclusion:
Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player.
On the other hand, self-exclusion does have an impact. If a player successfully requests self-exclusion, the casino agrees not to reopen the account, or only under particular circumstances (after the cooling-off period, and this cannot be done for players who are addicted/with gambling problem).
- Can you still log in to your account?
- Could you please specify the reason for closing your account? Please forward me the account closure requests that you sent to the casino. My email address is petra.h@casino.guru.
- Can you confirm the dates during which you were allowed to deposit and play?
Thank you very much in advance.
Best regards
Petra
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1 month ago
TranslationSo, I had my account blocked due to gambling addiction! I sent them the emails! After contacting the casino, who told me I shouldn't be playing and that my account should actually be blocked, and that I was demanding my money back, they blocked my account immediately! They wrote that they would forward it to the relevant department for processing! But I haven't received a reply yet! Yes, I can see the deposits in my online banking!
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4 weeks ago
TranslationThe case is closed! The casino has refunded my money 👍
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4 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear John0306,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Petra
