Cazeus Casino - Player requests clarification on winnings removal.

I am requesting a full written explanation regarding the removal of my winnings.

I received a 7 EUR registration bonus and won approximately 650 EUR. After winning, I was informed that the maximum withdrawal was limited to 2x the bonus amount (14 EUR). However, this restriction was not clearly visible in the bonus message or presented in a transparent way before using the bonus.

I request:

the exact bonus term that was applied to my case

proof that this condition was clearly visible before I accepted or used the bonus

a copy of the relevant bonus terms and my bonus activity log

your official complaint process and license information

I believe the promotion was misleading because the withdrawal restriction was not clearly communicated.

I expect a proper written response instead of a generic explanation.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link to the bonus you activated and played with?
• Have you activated the promotion with a deposit or was it a free bonus?
• Have you made any deposits or withdrawals in this casino before?
• Could you please share how you discovered the bonus? Was it communicated via email?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila