Cazeus Casino - Player's account closure request is ignored.

I have attempted multiple times to contact Cazeus Casino via email to permanently close my account and self-exclude due to responsible gambling concerns. They have not responded to any of my emails, and there is no visible way to close my account manually.

I am concerned that this lack of response is intentional, and it puts vulnerable players at risk. I have screenshots of my attempts to contact them. I am now requesting that Casino.Guru intervenes to help me get my account closed and ensure I am self-excluded.

Please escalate this to the casino and help me enforce this action. Thank you.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Dear Clshaw1,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of the player. We would like to allow this case one more chance to be resolved and help both parties involved reach a satisfactory conclusion.

Dear player,

Could you please forward me the original self-exclusion request you sent to the casino’s customer support team? I have received an email from you, however, it looks like it was addressed directly to me and not sent to the casino before.

yes sorry I sent my response directly to you. I am desperate for this self exclusion. I have attached the email I sent. I also have other emails asking to close my account but the others besides the attached do not mention self exclusion - all my emails have been ignored.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example: 

 Email subject: Self-exclusion due to gambling addiction

Player’s info: 

First name: 

Last name: 

DOB: 

Casino login: 

Email address: 

"Greetings Cazeus Casino, 

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime). 

The reason that preceded my decision is gambling addiction. 

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period." 

  

Please send another email to Cazeus Casino (support@cazeus.com), add my email address to the CC (veronika.f@casino.guru), and keep me informed about any further developments. Thank you in advance. 

Good morning, I wrote and sent the email this morning at 7.03 and tagged you in the same as per your request. How long do you think it will be before cazeus action my request please.

Thank you for your response. I can confirm that I received your self-exclusion request. Please note that such requests are usually processed manually by the responsible department, which means it may take a few working days for the casino to close your account.

In the meantime, could you please let me know if you have received any reply from the casino regarding your request?

Dear Clshaw1,

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.

Good afternoon,

cazeus the casino have been in touch and closed my account thank you for all your assistance.

Claire Shaw.

Dear Clshaw1,

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,

Veronika Fritz

Casino.Guru