Cazeus Casino - Player's account is mismanaged with exclusion violations.

Venho por este meio apresentar uma denúncia formal relacionada com uma grave falha de jogo responsável e proteção de dados, envolvendo o Cazeus Casino e o Funbet Casino, que parecem operar sob o mesmo grupo ou rede de afiliados.

Informo que já tinha solicitado autoexclusão na Funbet por motivo de vício em jogos de azar, tendo recebido confirmação do encerramento da conta. No entanto, apesar disso, fui posteriormente contactado e incentivado a jogar novamente através de comunicações promocionais do Cazeus Casino, onde inclusive me foi oferecido um bónus de 100 € com wagering.

Este comportamento demonstra:

Falha em aplicar a autoexclusão cruzada entre casinos do mesmo grupo (cross-exclusion);

Violação das boas práticas de jogo responsável internacionalmente reconhecidas;

Possível utilização indevida dos meus dados pessoais, contrariando o Regulamento Geral sobre a Proteção de Dados (RGPD), uma vez que os meus dados foram usados para fins de marketing após o pedido de exclusão.

Estou a anexar todas as provas relevantes, incluindo:

Prints do e-mail de autoexclusão confirmado pela Funbet;

Prints das ofertas e comunicações do Cazeus Casino;

Histórico de depósitos efetuados após a exclusão.

Solicito que o caso seja analisado com prioridade e que o casino apresente explicações claras sobre:

Por que motivo a exclusão na Funbet não foi aplicada ao Cazeus;

Como foi possível receber novas ofertas promocionais após declarar vício;

Se existe partilha indevida de dados pessoais entre ambas as marcas.

Considerando a gravidade da situação, peço a revisão de todos os meus depósitos realizados no Cazeus após a exclusão na Funbet e a possibilidade de reembolso total ou parcial, conforme os princípios de jogo responsável.

Agradeço desde já o vosso apoio e aguardo atualização sobre o andamento desta denúncia.

Cordialmente,

J**** M***** d* J**** B**** d** S*****

O*******, P*******

j***************@gmail.com

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Joaobsousa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://cazeus-4930.com/ca/responsible-gaming:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@cazeus.com, and we will close your account as soon as practicable. It is the player’s responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player’s sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

Unfortunately, there’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites. 

Could you please advise if you have requested a self-exclusion from Cazeus Casino directly? 

Looking forward to hearing from you. 

Best regards, 

Katarina

Cara Catarina,

Agradeço o seu contacto.

Posso confirmar que enviei sim um e-mail diretamente ao Cazeus Casino no dia 07/06/2025, solicitando o encerramento definitivo da minha conta e a eliminação total dos meus dados pessoais, conforme o RGPD.

Apesar desse pedido formal, nunca obtive resposta nem confirmação por parte do Cazeus, o que demonstra uma falha clara de responsabilidade do operador.

Em contrapartida, outros casinos que receberam o mesmo pedido na mesma data responderam prontamente e efetuaram a exclusão, o que prova que o procedimento era perfeitamente possível e foi apenas ignorado pelo Cazeus.

Assim, considero que a falta de resposta e de execução do pedido resultou diretamente na continuação indevida da minha conta e nos depósitos realizados, situação pela qual o operador deve ser responsabilizado.

Cara Catarina,

Agradeço a sua mensagem.

Gostaria de reforçar que já apresentei todas as provas necessárias relativamente ao meu caso com o Cazeus Casino, incluindo o comprovativo do pedido formal de encerramento e eliminação de dados enviado em 07/06/2025.

O prazo dado ao casino está agora a terminar, e continuo sem qualquer resposta ou ação da parte deles. Esta total ausência de comunicação demonstra claramente a negligência do operador e o incumprimento das suas obrigações ao abrigo do RGPD e do jogo responsável.

Peço, por gentileza, que esta situação seja tida em conta na conclusão da reclamação, uma vez que a responsabilidade recai inteiramente sobre o casino.

Mais uma vez, agradeço toda a atenção e apoio ao longo deste processo.

Com os melhores cumprimentos,

J****** M****** d** J***** B***** d** S*******

Dear Joaobsousa,

thank you for your messages and screenshots provided.

After reviewing the evidence provided, I was unable to find any mention of a gambling addiction in your initial communication. Unfortunately, this omission may limit our ability to assist you in recovering your lost funds. Due to the high volume of daily emails received by the casino, most of which are processed manually, a self-exclusion request lacking explicit mention of a gambling problem may have been inadvertently overlooked. I regret to inform you of this situation. For future requests, transparency is essential when seeking self-exclusion.

Therefore I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Cazeus Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

Please send another email to casino email support@cazeus.com (you can include me in the copy at katarina.d@casino.guru) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Best regards,

Katarina

Cara Katarina,

Agradeço a sua resposta, mas não posso aceitar a conclusão apresentada.

Reitero que solicitei a exclusão da minha conta mais de uma vez, de forma clara e inequívoca, independentemente de ter ou não usado o termo "vício". O pedido de exclusão, por si só, obriga o operador a proceder ao bloqueio da conta e impedir qualquer atividade posterior.

O Cazeus Casino não respondeu a nenhum e-mail e aceitou novos depósitos, resultando em perdas de após o pedido de exclusão já ter sido comunicado.

A vossa resposta ignora esse ponto central e tenta transferir a responsabilidade para o jogador, quando a falha é claramente do casino.

O próprio Casino Guru reconhece em diversos precedentes que a menção explícita a "vício" não é requisito obrigatório para a aplicação de medidas de autoexclusão. O operador tem o dever de tratar qualquer pedido de bloqueio de conta como uma ação de proteção imediata.

Assim, solicito a reavaliação integral do meu caso, com foco nos seguintes pontos:

A confirmação de que os meus pedidos de exclusão foram enviados e recebidos pelo casino (tenho provas por e-mail).

A verificação de porque o casino não executou a exclusão e permitiu novos depósitos.

A consideração do reembolso das perdas após o pedido de exclusão, conforme prática já reconhecida em casos semelhantes pelo próprio Casino Guru.

obrigado

Dear Joaobsousa,

thank you for your messages.

I would like to clarify that the points mentioned in your response do make sense and are a valued points. However, I believe, the casino support in their direct reply to your self exclusion request, demanded the reason for your wish to close your account. Have you answered this question? If so, what was your reply, please?

Additionally, have you submitted a new self exclusion request as per my example in my last message? Please understand that this step is crucial when moving forward with your complaint.

Looking forward to your reply,

Katarina

Cara Catarina,

Agradeço o seu contacto e esclarecimento.

Gostaria de informar que nunca recebi qualquer tipo de questão por parte do suporte do cassino relativamente ao motivo do meu pedido de autoexclusão. Ainda assim, reenviei recentemente o pedido, incluindo o motivo de forma clara, justamente por compreender a importância desse detalhe.

No entanto, mesmo após esse novo envio, o cassino continuou a ignorar completamente a solicitação, o que demonstra que o problema não está na falta de informação da minha parte, mas sim na ausência de responsabilidade e cumprimento das obrigações por parte da própria plataforma.

Fico ao dispor para quaisquer informações adicionais que considere necessárias.

Bom dia,

Até ao momento, não recebi qualquer confirmação nem resposta por parte do casino.

Recentemente, recebi uma oferta não solicitada de 200 € com requisito de aposta (Wager) 1x, apesar de ter deixado claro que queria encerrar definitivamente a conta.

Considero esta atitude inadequada e potencialmente manipuladora, uma vez que parece ter como objetivo levar-me a interagir novamente com a conta e, assim, anular o meu pedido anterior de encerramento.

se acham isto normal e considerado politicamente correto digam porque eu não vejo.

Dear Joaobsousa,

thank you for your reply.

Unfortunately the screenshot you have sent has arrived blurry and unreadable. Could you please resend it to my email?

Additionally. could you also forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Já enviei e-mail.

obrigado

Dear Joaobsousa, 

We hope you find this message in good health! 

Following a review of your account in relation to your concerns, we would want to inform you that we could not find any email from June 7, 2025, which you were referring to. 

We would also want to inform you that whenever an email is sent to our support - the customer always receives a confirmation email with the "reference number". Therefore, please also share the reference number so we can check and help you accordingly.

Regarding the email from October 7, 2025. We noticed you sent the email correctly to our support team at support@cazeus.com. And before VIP team would know about your closure request (Closure request & VIP loyalty email difference was roughly about 20 minutes) they had credited a loyalty bonus of 100 EUR, because of your account being a VIP status to which you proceeded with the loyalty bonus and played it further. 

If you could had replied to the same VIP loyalty email and had denied the loyalty bonus and informed the VIP that you had already requested for closure. Your VIP manager would had closed your account as per your request. Which could also mean that you chose to not inform your VIP manager and played the loyalty bonus.

Additionally, after your email from October 7, 2025, the only reminder you sent was on November 3, 2025, and we followed your request immediately and your account was closed and a confirmation email was also sent to you on the same day. 

Therefore, we believe, Responsible Gambling procedure were followed.

We also wish to bring to your attention the following aspects of the General Terms and Conditions, which you acknowledged upon the creation of your account on our website:

• 6.6.2 :- No refund can be performed after the deposit in question (or the associated bonus) has been used to place a bet.        

Therefore, according to the aforementioned article, there is no refund available for your account.

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards,

Cazeus team. 

Dear Cazeus Support Team,

Thank you for your response. However, I must respectfully disagree with the conclusions presented.

I have already provided evidence of my original account closure request, including the email address associated with my account, my full registration details, and the attached email showing my initial request dated June 7, 2025. Whether or not your internal system logged this correctly does not change the fact that I did submit the request. The responsibility to ensure proper receipt and processing of customer communications lies with your platform — not with the client.

Furthermore, the Responsible Gaming policy obliges operators to immediately suspend or close an account once a self-exclusion or closure request has been made, regardless of subsequent promotions or bonuses. The fact that my account remained active and I was offered a €100 VIP bonus after my October 7th closure request clearly indicates a procedural failure on your side.

You mentioned that I could have refused the VIP bonus, but the key issue is that my initial closure request should have automatically taken priority over any marketing or promotional communication. Offering further incentives to play after a player explicitly requests exclusion contradicts responsible gaming practices and may be considered negligence under consumer protection and responsible gambling standards applicable to licensed operators.

Therefore, I am formally requesting that you escalate this case to your compliance or legal department for review.

I expect a formal statement acknowledging whether your procedures for handling account closure and responsible gaming requests were correctly followed in this instance.

Please confirm receipt of this message and the escalation of my case

Dear Cazeus Team,

I would like to bring attention to a matter that, in my view, demonstrates a lack of responsibility and proper procedure within your operations.

On June 7th, 2025, I sent a formal email requesting the closure of my account and deletion of my personal data, in full compliance with GDPR standards. This email was sent directly to support@cazeus.com, as clearly shown in the attached screenshot. Despite this, I received no response, no confirmation, and no action was taken to close my account.

Had this initial request been processed or even questioned — for example, had someone contacted me to confirm whether I wished to self-exclude — none of this situation would exist today. I would not be raising any complaint, nor would I be seeking any form of reimbursement.

Instead, my email was simply ignored. Later, on October 7th, 2025, I had to send another closure request, this time explicitly citing gambling addiction as the reason. Yet, even after this, I was still contacted by your VIP department and offered a €100 loyalty bonus, which I used because my account was still active — again, showing clear procedural failure.

If you truly believe this does not demonstrate an internal lack of responsibility, I invite you to review your own Responsible Gaming obligations.

If self-exclusion or closure could have been done directly through your website, none of this would have been necessary. But because players must rely on your internal process, you carry the legal and ethical responsibility to act upon closure requests promptly and seriously.

Mistakes happen — but when those mistakes cause harm, they should be acknowledged and corrected, not dismissed.

It was not for lack of trying that I wasn’t excluded from this casino.

I have clear evidence, with dates and email records, showing that I formally requested the immediate and permanent closure of my account and the complete deletion of my personal data, in accordance with Article 17 of the GDPR (Right to Erasure).

However, I never received any reply or confirmation, meaning that my request was completely ignored.

I even resent the same request on July 22, as shown in the attached email, and again received no response.

If the casino believes this was not a failure of responsibility on their part, then please explain what it was.

Ignoring a legitimate data deletion and account closure request is not only unacceptable — it’s a clear violation of responsible gambling principles and GDPR compliance.

The issue was never my intention — it was their negligence that kept the account open and allowed further access.

Had the casino acted properly when I first made the request, none of this would have happened.

This was a completely avoidable situation, caused by the casino’s failure to fulfill its basic responsibility.

Thank you very much, Joaobsousa, for your cooperation. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Joaobsousa.

Firstly, I just want to clarify a few things.

You made your first two attempts to self-exclude on 07/06/25 and 22/07/25.

Am I correct in assuming that you had already created an account at Cazeus Casino at that point?

Regarding your request from 07/10/25, did you often receive similar VIP promotions?

And in this case, were you once again left without a response, except for the VIP promotion email?

In the files you sent previously, I can see deposits made between 08/09/25 and 11/09/25.

Did you make all of your deposits only within this timeframe?

Best regards,

Igor

Hello Igor,

Thank you for your message and for reviewing my case carefully. I’ll clarify each point below:

Regarding the deposits, yes — the transactions made between September 8th and September 11th, 2025 are the ones I consider most relevant to this case. These deposits occurred after multiple exclusion requests that were ignored, which means the financial losses during that period were completely preventable if the casino had fulfilled its obligation to act on my initial requests.

✅ Yes, I already had an active account at Cazeus Casino during my first two exclusion attempts, on June 7th and July 22nd, 2025. Both emails were sent to the official support address linked to my registered account, and I received no reply to either of them.

✅ Regarding the October 7th, 2025 email, yes — I regularly received VIP promotional emails and bonus offers from the casino, almost daily. On that specific date, once again, I did not receive any response to my exclusion request — only promotional content from the VIP department.

✅ Concerning the deposits between September 8th and September 11th, those were indeed the transactions made during the period I believe should be reviewed for refund, as they occurred after repeated exclusion requests that were ignored. These losses could have been avoided had the casino fulfilled its duty to act upon my initial self-exclusion requests.

Finally, I would like to highlight a fundamental point that often gets overlooked:

the right to self-exclude is not limited to gambling addiction cases — it is a universal right of the player to withdraw from participation at any time.

In my situation, even when I explicitly mentioned gambling-related issues, the casino still failed to respond or take any action. This represents a serious breach of responsibility and ethical duty, since the player’s decision to be excluded should always take precedence over promotional or commercial activities.

I truly appreciate your attention to detail, Igor, and I trust that with all this information, the overall picture becomes clearer:

the problem was not a lack of initiative from my side, but a failure from the casino to acknowledge and execute a clear player request.

Dear Joaobsousa,

Thank you for your response.

May I ask you to check whether you received a confirmation email with a reference number for any of the four emails you sent to their support — and if so, for which ones?

From your previous messages, I assume that you didn’t receive such an email for your request from 07/06.

Thank you.

Prezado Igor,

Agradeço o seu retorno.

Sinceramente, não tenho a certeza se recebi algum e-mail de confirmação, mas considero que essa questão não é o ponto central aqui.

O essencial é que enviei vários e-mails para o endereço de suporte correto do casino Cazeus, e nenhum deles obteve resposta, mesmo tendo sido enviados com clareza e dentro dos parâmetros normais de contacto.

Tenho provas de envio e, inclusive, respostas de outros casinos enviadas a partir do mesmo e-mail, o que demonstra que o problema não está do meu lado.

Assim, parece-me evidente que há falta de cumprimento e de respeito por parte do casino Cazeus, que não respondeu a nenhum dos pedidos formais de autoexclusão e de apagamento de dados pessoais conforme o RGPD.

Portanto, acredito que o foco deve ser colocado na ausência de resposta do casino, e não na confirmação técnica de envio, que em nada altera o facto de que houve total falta de colaboração da parte deles.

Dear Joaobsousa,

I kindly asked you to check whether you received a confirmation email with a reference number for any of your emails.

Please cooperate on this matter — it’s currently our main focus and essential for moving forward with the next steps.

Dear Igor,

I would like to clarify a few points.

I have indeed sent several emails to Cazeus Casino before and after 07/10, all to the correct support address. None of those messages were ever answered.

On 07/10, I sent a message specifically requesting exclusion due to gambling addiction, and I have the reference number 36531960 confirming that this message was received by the casino.

This clearly proves that my exclusion request was properly submitted and officially registered in their system.

The problem is not about missing confirmation emails — it is about the casino’s complete failure to act on a legitimate exclusion request and their lack of response to multiple prior messages.

Such behaviour shows a pattern of negligence and non-compliance, both with responsible gambling duties and with GDPR data protection obligations.

Dear Casino Guru team,

I am submitting this complaint because I have repeatedly contacted the casino to request the closure of my account and deletion of my personal data, but I have received no reply. I have already sent several emails on different dates, and the casino has failed to acknowledge any of them.

Furthermore, the casino appears to be operating without a valid license for Portugal, where I reside. This raises serious concerns about its legitimacy and compliance with European consumer protection and data privacy laws. Therefore, I am requesting a refund of my deposits, as these transactions were made under misleading and unlawful conditions.

I would also like to point out that the casino does not perform any identity verification (KYC) before allowing players to register, deposit, or play. This lack of verification is highly irregular, especially for financial operations, and violates the standards of responsible and legal gaming practice.

Under Article 17 of the General Data Protection Regulation (EU 2016/679), every data subject has the right to request the erasure of their personal data and to have this executed without undue delay. The casino’s silence directly violates this legal obligation.

Additionally, there are precedents of similar cases resolved through Casino Guru, such as the Winstler Casino case, where a player received a refund after proving that the casino was not licensed to operate in their country. I believe my case follows the same principle and therefore deserves equal consideration.

I kindly ask Casino Guru to assist in resolving this matter and ensuring that both the refund of my deposits and the erasure of my data are carried out as required by law.

Dear Joaobsousa,

Thank you for your response.

I would like to ask you to reply only to specific questions or share necessary information.

Writing long messages without added value makes the thread less clear and actually makes my work more difficult.

Dear Cazeus Casino,

I would like to ask why the player didn’t receive any message from your side after requesting self-exclusion on the 7th of October.

The fact that he decided to play with bonus funds should not be a reason for leaving his request unanswered.

Dear Igor,

We have sent an email to you attached with few evidences.

We would like to bring this to everyones attention, as per the attachment (sent via email) after October 7, 2025, player has only deposited 200 EUR. Therefore, we are willing to refund the amount as earliest as possible.

We are looking forward for further updates.

Kind regards,

Cazeus team.

Olá Igor,

Gostaria de esclarecer um ponto absolutamente essencial, porque a resposta do casino contém uma informação que não corresponde à verdade.

O Casino Cazeus afirma que eu "depositei 200 €" após 07/10/2025.

Quero deixar claro que não fiz qualquer depósito após essa data.

Tenho extratos bancários completos que comprovam isso de forma objetiva.

Para evitar qualquer dúvida, peço que o casino apresente:

Data e hora exata do suposto depósito

Método utilizado

Comprovativo emitido pela entidade de pagamento

ID da transação

Se não conseguirem apresentar estes elementos, fica demonstrado que esta afirmação é incorreta.

Relembro também que eu já tinha solicitado o encerramento da conta, e ainda assim a minha conta permaneceu ativa sem que o meu pedido fosse respeitado. Isto é um ponto grave, especialmente porque continuaram a permitir atividade na conta após solicitações de encerramento.

Aguardo que o casino apresente provas concretas do que afirma, porque neste momento os meus extratos mostram claramente: zero depósitos após 07/10.

Obrigado.

Dear Cazeus Casino,

Thank you for your email.

However, my question was why the player did not receive any message from your side after requesting self-exclusion on the 7th of October.

According to the player’s previous messages, he only received a bonus offer, but no official response regarding his self-exclusion request.

Dear Igor,

We have sent another email providing you further explanation.

We are looking forward for your update.

Kind regards,

Cazeus team.

Dear Cazeus Casino,

Thank you for your email.

To clarify this discrepancy, I kindly ask you to provide the following:

Does your support system store logs of rejected, filtered, or bounced incoming messages?

Does your system generate a reference number only once an email successfully reaches your support queue, or should a reference number also be generated for rejected emails?

Does your support inbox use spam or security filters that could have prevented the creation of a ticket even if the email was delivered to your mail server?

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,

We are responding to your questions asked on November 20, 2025.

Q) Does your support system store logs of rejected, filtered, or bounced incoming messages?

• A) Yes!

Q) Does your system generate a reference number only once an email successfully reaches your support queue, or should a reference number also be generated for rejected emails?

• A) Any ticket which entered our system has unique ID. If client replies to initial ticket messages stored in the same ticket ID. Yes! Our system generate a reference number for rejected / spam emails as well.

Q) Does your support inbox use spam or security filters that could have prevented the creation of a ticket even if the email was delivered to your mail server?

• A) Yes, there's quarantine folder which is limiting only spams, advertisement emails etc.

However, we were not able to find any email from the player from June 6, or June 7, 2025.

On November 14, 2025, via email at igor.p@casino.guru, we had already provided a screenshot of our system search for players registered email address.

We are looking forward for your update.

Kind regards,

Cazeus team.

Dear Joaobsousa,

I have read this whole complaint again, but could you please clarify:

After those two initial emails, did you contact the casino again about your requests? For example, via live chat or any other method?

Additionally, could you please forward me the email you received on 7/10 as a response to your third request?

Boa tarde, Igor.

Agradeço sinceramente toda a sua disponibilidade e empenho em esclarecer os pontos que mencionei na minha reclamação. Naturalmente, sei que não estamos num tribunal e que o Igor não é o meu advogado; no entanto, como costuma solicitar respostas diretas às questões levantadas, gostaria também de esclarecer o seguinte:

Não me recordo se entrei em contacto ou não através dos e-mails em questão — essa informação deveria ser facultada pelo próprio casino, mas, tal como referi, não foram fornecidos os dois endereços de e-mail correspondentes, o que torna a confirmação difícil.

Relativamente ao terceiro e-mail, apenas recebi a confirmação do ticket, que inclusive já lhe enviei. Quanto aos bónus mencionados, mantenho o que referi anteriormente.

A partir daí, resta analisar o desenrolar das respostas do casino, algo com que imagino que o Igor já esteja bastante familiarizado.

Hello Joaobsousa,

According to our policy and point of view, the player must put in sufficient effort when trying to request self-exclusion.

Since there was no additional communication from your side after sending these two emails, we cannot consider this as a sufficient attempt.

When sending multiple emails to multiple addresses, it can occasionally happen that a casino’s system does not receive or properly process the message. Unfortunately, this is a common issue with email communication.

Therefore, if no other contact or requests were made during this period, you should be eligible only for the deposits made after 7/10.

Dear Cazeus Casino,

Could you please provide us with a complete list of the player’s deposits made after 7/10?

Dear Igor,

We have sent an email to you attached the game history for the month of October and November, 2025.

We hope this helps clarify the matter

We are looking forward for your update. 

Kind regards,

Cazeus team. 

Dear Cazeus Casino,

Thank you for your email, but I requested the deposit history after 7/10, not the game history.

Dear Igor,

We have sent an email with the deposit history attached.

We are looking forward for your update.

Kind regards,

Cazeus Casino team.

Dear Cazeus Casino,

Thank you for your email.

Dear Joaobsousa,

According to the casino's email, your only deposit made after 7/10 was €200.

Could you please confirm or deny this?

Confirmo que o único depósito efetuado após 07/10 foi de 200€.

Não realizei quaisquer outros depósitos nesse período.

Dear Joaobsousa,

According to our policy and point of view, the player must put in sufficient effort when trying to self-exclude.

As I have said before, after the first two emails, there was no additional communication with the casino to confirm whether the requests were received.

Therefore, if there was indeed no other communication before 7/10, you should be eligible only for deposits made after 7/10.

Dear Cazeus Casino,

Following the previous message, the player’s request made on 7/10 was valid and should have been acted upon accordingly.

Therefore, I kindly ask you to return the player’s deposit made after this date, in the amount of €200.

Dear Igor,

After examining Joaobsousa's account. We noticed and realized that Joaobsousa was correct regarding no deposit was made after October 7, 2025. The player had confirmed this on Casino Guru thread on November 14, 2025. 

Kindly note, before the account was closed on November 4, 2025. Joaobsousa was a VIP player. Therefore, the VIP manager had added a manual deposit cash bonus of 200 EUR on October 23, 2025. 

Once again, we have sent another email attached with few evidences and the deposit history, which was also shared on December 13, 2025 via email.

Even in the deposit history it clearly shows the transaction on October 23, 2025, was a cash casino bonus for 200 EUR. 

Therefore, we believe we should not be liable to refund any amount.

We are looking forward for your update.

Kind regards,

Cazeus Casino team. 

While I understand that the €200 was a manually added bonus and not a deposit,

the way it was repeatedly presented as a deposit caused significant stress,

confusion, and delayed the resolution of my account closure during a vulnerable period.

Given the incorrect information provided, the ignored closure requests,

and the use of retention measures, I believe it would be reasonable

to consider a goodwill compensation to resolve this matter fairly.

My intention is not to dispute bonus terms, but to seek a fair outcome

considering the handling of my case.

This misclassification caused unnecessary confusion, delayed the handling of my closure requests, and placed pressure on me during a financially vulnerable situation.

To be clear:

– I am not requesting reimbursement of any deposit

– I am requesting acknowledgment of the incorrect information previously provided

– And proper recognition that my account closure attempts should have been respected earlier, without retention measures

Given the above, I believe this case is not about refunds, but about responsible gambling obligations and accurate handling of player data.

Dear Cazeus Casino,

Thank you for your clarification regarding the €200 deposit.

Before we proceed to the next step, the player kindly asks if any goodwill gesture from your side would be possible.

Dear Joaobsousa,

We sincerely apologies for the misunderstanding.

However, as we are not liable for any refund, we believe it would be unfair for us to return any kind of amount.

Therefore, unfortunately, we are unable to provide any kind of refund / gesture of goodwill.

We hope this helps clarify the matter for you.

Our team extends its best wishes for your future endeavors. 

Warm regards,

Cazeus Casino team.

Prezados,

Importa esclarecer, de forma definitiva, que não está em causa qualquer pedido de "gesto de boa vontade", nem um reembolso limitado a um valor específico.

O que está em causa é o incumprimento de um pedido válido de autoexclusão efetuado em 7 de outubro, devidamente documentado, e cuja existência não foi tecnicamente refutada pelo operador, mas apenas negada com base em alegada "não receção".

Relembro que, em matéria de jogo responsável, o ónus da prova não pode ser transferido para o jogador, sobretudo quando este apresenta evidências das tentativas de contacto. A ausência de resposta ou confirmação por parte do operador não invalida o pedido, nem legitima a continuação da atividade na conta.

Acresce que, ao longo deste processo, o operador:

apresentou informações contraditórias sobre depósitos inexistentes;

admitiu posteriormente que o valor referido não era um depósito, mas um crédito manual;

não apresentou logs técnicos, registos de servidor ou prova objetiva que demonstre a não receção dos pedidos de autoexclusão.

Solicito igualmente que o mediador não restrinja a análise do caso a um único montante, uma vez que isso não reflete corretamente o objeto da reclamação, que é o reconhecimento do pedido de autoexclusão e das suas consequências legais e operacionais.

Dear Joaobsousa,

Unfortunately, since no deposit was made after 7/10 and the casino is not considering any goodwill gesture, I will have to close this complaint as rejected.

Additionally, as I have mentioned before, the effort in the first two requests from 07/06 and 22/07 was not sufficient. Especially sending a self-exclusion request via 'mass' email is not a reliable way to do it.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor