Cazeus Casino - Player's account has been closed.

Hello

So, classic situation with this company, they close the account and ask for verification, I provided everything they asked for, super selfies with backgrounds and dates, there was no bonus in the account, but they never return my deposit and stopped answering my questions. The same thing happened to a friend but under a different name they returned the deposit.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly was your account blocked, and what reason did the casino state for the closure of your account?
• Have any of your documents been approved for verification?
• What types of games did you play shortly before your account was closed?
• When was the last time the casino communicated with you, and what was your conversation about?

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

Veronika

Hei tämä oli ainut kommunikaatio mitä sain sieltä ja lähetin kaikki tiedostot sinne, eivät vaan koskaan laittaneet rahoja minulle.

Dear H. T.,

We would like to request the following documents and information in order to verify your account:

- A photo of your passport or any other government ID (i.e. driving license).

- Selfie 

- Screenshots (x4) of your MiFinity wallet (pages with your personal data, account number (usually starts with 5001) ,email address and address.

- A selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license) against the background of our site.

- The transaction history of your MiFinity account from 04.10.25 to 04.11.25 which should prove the source of the funds in your gaming account. All information on the screenshots (dates, transaction details, browser address bar, browser window) should be clearly visible.

We kindly ask you to make sure that the photos or screenshots you send are of good quality and readability, all four corners of any documents are fully visible, and that documents are sent in the format of photos, not scan copies. Thank you in advance!

Please send all necessary documents to support@Cazeus.com, indicating your login in the of the e-mail.

You can rest assured that any information you share with us will be treated confidentially and will not be disclosed to anyone outside of our Casino.

If you have any additional questions, please do not hesitate to contact us via email support@Cazeus.com or via Live Chat.

Best Wishes,

Cazeus.com Financial Department

----

Ja mitä kaverilta kysyin näistä firmoista sanoi että tietää niiden sulkevan tilit siinä kohtaa kun heidän mielestään olet voittanut liikaa heidän alustalla. Eli NovaForge Ltd ja vastaavat eivät halua minua sinne. Eivät antaneet mitään syytä minulle henkilökohtaisesti, ainut palvelu on ollut tuo varmistus ja sen jälkeen täydellinen "ghostaus"

Tein käteisellä ihan vaan 195e edestä vetoja ja sen jälkeen vähän kasinolla jos muistan oikein ja yritin nostaa 195e, mitkään tervetulo bonukset ei toiminut enää.

Mitä yrittänyt kysellä milloin laittavat mulle mun rahat vastaust on ollut tämä:

,,,,,,

Hei H.,

Kiitos yhteydenotostasi asiakaspalveluumme.

 

Tiimimme käsittelee asian kymmenen arkipäivän sisään käyttöehtojemme mukaisesti.

 

Jos sinulla on lisäkysymyksiä, ota rohkeasti yhteyttä takaisin sähköpostitse support@cazeus.com tai LiveChattiin ja autamme sinua mielellämme.

 

Parhain terveisin,

Cazeus.com

,,,,,,,,,,,,

Really, that 195 euros in cash is still stuck with these robbers

Thank you for your reply. Just to clarify, did you accumulate your winnings from sports betting, and has the casino indicated that they will only refund your deposit after you complete the account verification?

The deposit was wagered 1x in sports and casino and they said they would deposit the money once the account was verified. The account was verified, but no money has appeared.

Hello hannukki,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear hannukki,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

okay

Hi hannukki,

I’m sorry to hear about your experience, especially since you mentioned that you completed the verification process but have not received your funds.

To better understand the situation and proceed with the investigation, I would like to clarify a few important points:

• In your initial message, you mentioned that a similar situation happened to your friend "under a different name." Could you please clarify what you meant by this?
• After submitting all the requested documents, did you receive any confirmation from the casino that your account was successfully verified?
• When was the last time the casino responded to you, and did they explicitly confirm that the funds would be paid after verification?

If you have any additional communication or confirmation emails regarding your verification, please feel free to share them here or forward them directly to petronela.k@casino.guru.

Thank you.

So, an acquaintance had the same problem with the same company's website, same company, different website address, i.e. sister casino. But they paid the money as they were supposed to, now they haven't paid me even though they said they would.

The account has been verified and the payment was supposed to come, but for some reason they decided to steal my money.

Hi hannukki,

Thank you for your reply and for the additional information provided.

In order for us to proceed further with your case, I would like to kindly ask you to provide a bit more supporting evidence.

Could you please forward:

• the confirmation that your account was successfully verified, and
• any related communication with the casino where they confirmed that the payment would be processed after verification?

These documents are very important for us to properly assess the situation and to present your case to the casino.

You can upload them here or send them directly to petronela.k@casino.guru.

Thank you.

Dear hannukki,

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.

Hi, I can't confirm this with the Casino as they are not responding to my contact requests, they have Ghosted me and stolen my deposit

Hi hannukki,

Thank you for your reply. I’m sorry to hear that the casino has stopped responding to your requests.

I have now also reviewed the screenshot you shared from your email communication with the casino. According to the screenshot, I can see that the casino requested several verification documents, including selfies, MiFinity screenshots, proof of funds, and a selfie with your ID in front of the casino website. I can also see that you replied with multiple attachments and stated that all requested documents had been sent.

In order for me to better assess the situation, could you please forward the exact selfies, screenshots, and documents that you sent to the casino directly to petronela.k@casino.guru?

I would specifically like to review whether the documents and selfies were of sufficient quality and whether everything requested by the casino appears to have been provided correctly and clearly.

I would also like to clarify a few additional details:

• When exactly did the casino request these verification documents and selfies? The email screenshot appears to be dated November 2025, so I would like to confirm the timeline.
• Did you send all requested documents shortly after receiving the request, or was there any longer delay?

Thank you in advance.

Dear hannukki,

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.

Soorge didn't reply, it's in your email now. It took a while to reply, but not such a long time that there should be a problem with it

Hi hannukki,

Thank you for your reply and for the additional information.

• However, you still have not answered one of my important questions — when exactly was your account blocked/closed by the casino?
• I would also still appreciate clarification regarding approximately how long it took you to provide the requested verification documents after the casino initially requested them.
• Lastly, when was the last time you were in contact with the casino, and have you received any response from them since submitting the requested documents?

Thank you in advance for your clarification.

I sent the documents again too, it took a couple of weeks to send, the account was already closed when I sent them. This company works so that when they no longer want a person as a customer, they close accounts without any notice.

• Other times I've only received a generic response from e.g. live chat, but when I try to get to step 2, e.g. to make sure the account verification is ok, they ghost me.
• I've made about a hundred of these pages, so there's no problem with my actions, or that I don't know how to send documents.

Could you finally try to get Cazeus to communicate, or unfortunately I will have to review you and say that your service is useless...

Dear hannukki,

Thank you for your cooperation and for finally providing the additional information requested. I appreciate it.

I would, however, like to point out that it took approximately 2 months to receive clear answers to several important questions regarding your case and verification timeline. Based on the information provided, it also appears that there was a delay of a couple of weeks before the requested KYC documents were submitted to the casino after the request was made.

It is therefore possible that these delays may have also contributed to complications with the verification process itself.

Nevertheless, we will still do our best to help you and further investigate the situation with the casino.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I hope your case will be resolved to your satisfaction soon.

Dear hannukki,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Cazeus Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Cazeus Casino representative to join this conversation and participate in resolving this complaint.

Dear Cazeus Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority.

Once there is any update you will be informed immediately.

Best regards,

Cazeus Team

Dear Cazeus Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear all,

Thank you for the patience.

Please be assured that the relevant team is working on the case. We will inform you immediately once we have an update.

Best regards,

Cazeus Team

Dear Cazeus Casino,

As I mentioned in my previous message, thank you for informing us that you are reviewing this case.

If there is anything the player or I can assist you with, please let us know.

Also, please let us know if there are any updates regarding this complaint.

I'm looking forward to getting my deposit back.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hannukki,

Thank you for the patience.

We would like to inform you that we have contacted you via email in order to request the transaction history. Please check it when possible.

Best regards,

Cazeus Team

Hello

I have made a request to Mifinity's customer service about this because I cannot retrieve it from their website myself; I can only retrieve transfers from history going back 3 months.

• I will attach this bank statement document when I receive it from you via email in response.

Kind regards

Hans

Dear hannukki,

Please let us know once you receive the bank statement from MiFinity and forward it to Cazeus Casino.

Thank you very much for your cooperation.

Hello,

They had updated the page and you could request a bank statement via email, and I sent this to cazeus earlier today in response.

Dear Cazeus Casino,

According to the player's last message, they have sent you the bank statement.

Please let us know once there is any update regarding this case.

Dear all,

Thank you for the patience.

We would like to inform you that the verification has been completed, and we are working on the request with the highest priority.

Once there is any update we will inform you immediately.

Best regards,

Cazeus Team

Dear Cazeus Casino,

Thank you for confirming that the verification was successful.

Please do not hesitate to let us know once there is any update regarding this request.

Dear all,

Thank you for your patience while we investigated this case.

We would like to clarify that the player's account closure and the withholding of funds are strictly due to a breach of our verification timelines, as outlined in our Terms & Conditions:

5.3 You must provide these documents and information within 30 (thirty) days after the request is made. We reserve the right to withhold payment and/or suspend your account until you provide the documents and information we requested, and to permanently close your account if you fail to do so in time. We will usually verify your documents and information within 10 (ten) days after our request is answered in full, however, depending on the circumstances and complexity of a given case, additional time and/or checks may be required to complete verification.

In this specific case, the player failed to provide the necessary verification materials (including the requested selfies) within the mandatory 30-day window.

Best regards,

Cazeus Team

Dear Cazeus Casino,

Could you please clarify the current status of this case and explain what will happen to the player's account and balance?

You initially requested a bank statement from the player, which was provided. However, you are now stating that the funds were withheld due to a delayed KYC verification.

So the account was closed without any notice, and KYC was submitted when requested on schedule. This has already been discussed before.

• If that's their official answer, then you can put this company and all 170 clones on the blacklist.

Here's a screenshot from the big screen, so even the dumbest person can see that the answers were made well in advance.

Blacklist these casinos... and their sister casinos, I knew very well that it's not just about recognition, but the dishonesty of the industry that's the problem.

Dear Stefan,

Thank you for your response.

To clarify the situation, the player's account will remain closed, and in accordance with our Terms & Conditions, the withheld funds cannot be recredited.

Because the player failed to provide the full, necessary verification materials within the mandatory 30-day window, a terminal breach of section 5.3 of our Terms & Conditions occurred. As a result, the account closure is final, and the funds are forfeited due to the expiration of the verification timeline.

Thank you for your understanding.

Kind regards,

Cazeus Team

Dear hannukki,

Earlier, you mentioned several times that the requested documents were eventually submitted, but that it took a couple of weeks before they were sent.

Could you please clarify what caused this delay and explain why the requested documents were not provided within the timeframe requested by the casino?

I was on a work trip and life happens, like that would be a concern of casino why it took few days longer than usual, and documents were provided within 23 days from the request made. So this 30-days nonsense from them is incorrect.

Can you see the attachment that I provided earlier and today again with the message?

It proofs that email was sent back in time and within the time-window necessary, and like I said not my first casino that I have used I know their tricks well.

You can non publish this message will not take offense, but In my opinion, the Casino should provide selfie with the proof if they somehow find this over 30 day connection with all the emails that I sent and they sent. I bet 195 that they don't have any proof, they just don't want to give me my money back. 😀

These KYC procedures are ridiculous so time for them to bend over.

And in the emails I already provided the proof of the ownership of this Mifinity account with screenshots, so this extra file they now asked is not any reason to say that it took too long.

Dear Cazeus Casino,

From the player's screenshot, it appears that the original reply was sent 23 days after the initial request.

Could you please clarify which documents were missing and when they were eventually provided?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Igor,

Thank you for the patience.

We would like to inform you that one of the requested documents was the Mifinity transaction history which was provided as screenshots, however we request this document in PDF.

The relevant document in the right format was sent on 20.06.2026.

Best regards,

Cazeus Team

Dear Cazeus Casino,

Could you please send me any evidence that the bank statement was initially requested in .pdf format?

Additionally, please note that the complaint timer should be respected. If responses continue to be provided only close to the deadline, we will shorten the response time.

I was ghosted by the Cazeus like previously stated after sending them the KYC files they requested. If they would have needed something else, casinos ALWAYS send email back and request it, if there is no email files are sufficient until further notice. This is normal the practise. Now they asked in June 2026 more details and these were promptly provided. There is no basis for the 30 days doesn't matter how they try to stretch it. There are many 1-3 rated casinos that behave way better than Cazeus.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear hannukki,

Regrettably, due to the casino's lack of response in this case, I have no choice but to close this complaint as unresolved. Even though there was an initial response, without the casino's cooperation, a thorough investigation is simply not feasible. I understand this is not the resolution you were hoping for.

Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

However, the decrease in the casino's rating due to unresolved complaints may encourage them to change their approach. Should the casino decide to cooperate in the future, we will reopen the complaint and notify you via email.

Thank you for your understanding.

Best regards,

Igor