The player from Spain faces issues with his account at Cazeus, where a welcome bonus disappeared after his first deposit, and he was subsequently restricted from placing bets. His account is now under review pending verification, yet he struggles to provide the required selfie with his ID due to a lack of guidance from customer support.
Cazeus Casino - Player’s account is under review and access is restricted.
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5d 6h 54m 29s
Cazeus Casino
Safety Index:Above averageCase summary
Discussion
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4 days ago
Translation
Hello, it's been about two months since I made my first deposit at Cazeus, and something strange has happened at this casino. They offered me a welcome bonus, but when I made the deposit, the bonus disappeared, and to my surprise, they wouldn't let me place any bets either. I thought, "That's weird, what's going on?" I contacted customer support, and they told me they reserve the right to grant the welcome bonus and to decide who can play at their casino. I said, "Okay, then I'll proceed to withdraw the money," and boom, my account is under review. They've asked me to verify my account and have requested documents to send. I sent all the documents except one, and I'm asking for explanations on how to do it. They haven't given me any explanation or help on how to do it, and on top of that, they've given me an ultimatum: if I don't submit it by a certain date, certain things could happen.
It's a selfie with my ID and the Cazeus website in the background. Since I accessed Cazeus from my mobile phone, I asked for instructions on how to take the selfie so that the Cazeus website is visible, but also so that I and my documents are visible at the same time, and I only have one phone for this. I contacted customer service several times, and they didn't know what to do and referred me to an email address where they sent me the following: Dear Nicusor,
We hope you find this email in good health!
We inform you that we initially asked you to provide us with a selfie in which you appeared holding your official identity document, with our website in the background, on April 2, 2026.
We are informing you that the 30-day period for compliance has expired. Therefore, you are in breach of clause 5.3 of our Terms and Conditions.
If we do not receive the required documentation by May 18, 2026, we will be obliged to proceed in accordance with clauses 5.3 and 9.4, which includes deducting the remaining balance due to non-compliance with our terms and conditions.
In addition, we would like to draw your attention to the following aspects of the General Terms and Conditions, which you accepted when creating your account on our website:
5.1 - You must provide us with all the information we request to manage your account, verify your identity, or the origin of the funds deposited into it. This includes (but is not limited to) a duly certified identity document, proof of address, proof of ownership, and transaction history of the payment methods used, including bank or credit/debit card statements, etc.
5.3 - You must provide these documents and information within 30 (thirty) days of the request. We reserve the right to withhold payment and/or suspend your account until you provide the requested documents and information, and to permanently close your account if you fail to do so within this timeframe. We will generally verify your documents and information within 10 (ten) days of receiving your complete response to our request; however, depending on the circumstances and complexity of each case, additional time and/or verification may be required to complete the process.
9.4: - If we have reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any of the following actions, at our sole and absolute discretion, with or without prior notice:
<...>
Void any profits earned, cancel any pending withdrawals, and confiscate the real money balance in your account;
Automatic translation:
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2 days ago
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.
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2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cazeus Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do you have other devices where the casino's website can be accessed from, such as a different phone, a personal computer, or a smart TV?
- Which documents
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please forward the communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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,
Tomas
