Cazeus Casino - Player’s account is closed while awaiting a refund.

Subject: Request for Resolution – Incorrect Blackjack Deal / Missing Refund (€840)

Hello,

I am submitting a formal complaint regarding an unresolved issue with a blackjack game on your platform.

During a live blackjack round, the dealer dealt both of her cards last, which is an incorrect procedure. The game itself acknowledged the error and informed me that I was due a refund of €840, and that I needed to contact my provider to receive it.

I followed all instructions and provided every piece of information requested, including:

Game ID / round details

Screenshots

Timestamp

Account information

After I submitted everything, my account was closed and I have still not received the €840 refund. It has also been several days with no response, despite the game clearly indicating that I was owed the refund.

This is a straightforward technical issue where the game malfunctioned, and I am simply requesting the refund that the system itself confirmed.

Thank you,

sean D***

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.

Dear Sean_donnelly,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that A$840 was the value of your bet that was supposed to be refunded?
• Could you please clarify whether you had any active remaining balance in your casino account before you lost access to it?
• Have you received any explanation from the casino regarding the account closure?

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

Best regards,

Kristina

Hi Kristina. The bet ammount was 1240 if im correct. But i was to be refunded 840 of that. Due to a side bet winning. Which added up to the full ammount when adding the 840. I had no remaining balance when losing access to account. I myself had to close my account due to problems. But i had been trying to get this redund long before i had to stop the account. And still have been trying. But they cut me from love chatting then(before account closure) and wont reply to emails

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.