Cazeus Casino - Player’s account has not been closed.

Hi,

I have had no luck in closing my account with Cazeus casino. I emailed and chatted to live support asking for a deposit limit to be added to my account on the 1/05 and explained I don’t feel comfortable without one, they responded via live chat explaining they don’t offer this option. So I decided I need to close my account as it had gotten out of control. I emailed the casino multiple times in May asking for my account to be closed. They emailed me back on the 6th of May to confirm and I said yes close my account, which still hasn’t been done. I emailed and informed them I had a gambling addiction and to permanently close my account around the 8th of May, all requests have been ignored and my account is still active as of today.

Dear Zzzoy,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@cazeus.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

I reviewed your screenshots, and you didn't mention on May 8 that you personally have a gambling addiction. The first time I saw you indicate you have a gambling addiction was in the email you sent on May 12.

If you saved any messages in which you informed the casino that you have a gambling addiction before May 12, please forward them to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hi Kristina,

I did read that email again and can see how it wasn’t directly pointed that I have the gambling addiction but that’s what I was referring to. Regardless they haven’t replied to any of my emails since the 6th of May. If they checked and replied this would have been resolved last week.

Thank you for your reply, Zzzoy. Do I understand correctly that you still have access to your casino account?

Yes, that’s correct. I have also tried contacting live support but it’s still open

Update - as of today 21/05 Cazeus casino has replied and closed my account. They still have not acknowledged any of my refund requests though.

I am happy to hear that your account was finally closed. Could you please clarify when exactly you made the last deposit into your Cazeus Casino account?

Last deposit was made on 12/05

Hi, is anymore information required?

Thank you for your reply, paulmcewan05. I understand how frustrating it must be to feel like a casino has failed to protect you, but we won't be able to assist you further in this matter. Since you made the last deposit on the same day you clearly informed the casino about your gambling addiction, we are not in a position to request a refund. As your account has already been closed, I can only recommend how to request self-exclusion properly in the future if you feel like gambling has become challenging for you.

When applying for self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have a valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

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 xxx (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."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.