The player from Spain faced 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 was then put under review pending verification, yet he struggled to provide the required selfie with his ID due to a lack of guidance from customer support. The Complaints Team investigated and found that the player had failed to provide the requested selfie verification within the mandatory 30-day timeframe despite multiple clarifications and opportunities from the casino. The player’s lack of timely and full cooperation with the casino’s KYC and AML procedures led to the casino permanently deducting his account balance in accordance with their terms. Consequently, the complaint was rejected due to insufficient cooperation by the player in regards the KYC and AML procedures, and the casino’s actions were deemed not unfair.
Cazeus Casino - Player’s account is under review and access is restricted.
Unjustified complaint
Amount: €100
Cazeus Casino
Safety Index 7.2 Above averageCase summary
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;
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 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?
- 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
TranslationHello,
I have a computer, but I can't access Casino Cazeus from it; it seems to be blocked by geolocation and phone number. I was able to access Casino Cazeus from my mobile phone.
I sent all the documents they asked for, ID, selfie, card, etc., but they're asking for a selfie with my documents in my hand and that shows Casino Cazeus. I've asked several times, both by chat and email, how I could do this and they haven't given me any explanations, however they have given me ultimatums.
I haven't played anything at the casino, neither slots, nor roulette, nor betting.
I will forward the email conversation with the casino representative to the email address you provided.
Thanks for your patience and for the information you provided.
Could you please explain what is the meaning of this photo you provided to the casino during verification on May 13th? 
Looking forward to your reply.
TranslationHello,
The photo shows the back of my ID card.
TranslationHello,
I just received a new email from the Cazeus representative and I've forwarded the conversation to you.
Dear ceausescu,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@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 wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
Hello ceausescu,
My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.
We would like to invite Cazeus Casino to join the conversation.
Dear Cazeus Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.
Thank you in advance.
Dear Michal,
Thank you for your cooperation.
We have forwarded the details to the relevant department, so that they look into this further. As soon as there is an update, you will be notified immediately.
We sincerely apologize for the inconvenience caused. Rest assured we are doing our absolute best to resolve the matter as soon as possible.
Best Regards,
Cazeus Casino Team.
Dear Michal,
Thank you for bringing our attention to this matter.
Please note that we have sent you an email. When you have a moment, please review its contents and respond at your earliest convenience.
Thank you for your cooperation.
Kind regards,
Cazeus Casino Team.
Dear Cazeus Casino Team,
Thank you for your email. I have responded back and am awaiting your reply.
Dear ceausescu,
I have a few questions. As you appear to have experience playing at various casinos and undergoing verification on multiple occasions, you should have a reasonable understanding of the usual verification procedures. Could you please clarify why you did not, for example, ask a relative or friend to assist you in taking a picture of you while holding your ID and your phone displaying the open casino webpage? I would like to understand why this option did not come to your mind at the time, as a matter of common sense.
Additionally can you please elaborate on this:
I haven't played anything at the casino, neither slots, nor roulette, nor betting.
What funds are we talking about here, please?
TranslationHello,
Regarding the photograph: The reason I didn't use third parties for complex photo shoots is irrelevant. What's important is that I've already provided the standard official identification documents.
Regarding the funds and the reason for my withdrawal: They ask what funds we're talking about and why I haven't played. The answer is very simple:
I signed up attracted by their welcome bonus.
As soon as I made my deposit, the welcome bonus mysteriously disappeared from my account.
When I tried to place a bet with my real money, I discovered that my account had been immediately limited, preventing me from betting anything at all.
Seeing that they had withdrawn the promised promotion and, furthermore, restricted my access to the game, I decided, purely out of common sense, to request the withdrawal of my initial deposit (100). Their response to that request was to put my account under review and, subsequently, confiscate my deposited funds.
We're not talking about withdrawing winnings from a bonus; we're talking about them keeping the money I transferred from my own pocket after limiting my account without me having placed a single bet.
I request that you stop diverting attention with questions about my family members and clarify why you are withholding a deposit from a user whom you yourselves have prevented from playing.
Dear ceausescu,
Thank you for your response.
Please understand that our ability to assess and clarify this matter, as well as provide any meaningful assistance, depends entirely on the information and cooperation provided by both parties. It is also important to bear in mind that you approached us for assistance, not the other way around.
Based solely on the information available thus far, and looking strictly at the casino rules, your complaint could already have been rejected, as you have not provided the casino with the requested evidence in the expected time, which they are fully entitled to request as part of their verification procedures.
If you expect us to assist you effectively, your full cooperation is not only appreciated but frankly required.
Additionally, after reviewing your complaint history on our forum, it appears that you have encountered issues related to KYC and AML procedures on multiple occasions in various casinos. Given this, one would reasonably expect you to already be familiar with standard verification requirements and industry practices.
I hope you understand the point I am trying to convey.
Regarding your statement:
"Regarding the photograph: The reason I didn't use third parties for complex photo shoots is irrelevant. What's important is that I've already provided the standard official identification documents."
I must respectfully disagree.
While providing standard identification documents is typically the first standard step in the verification process, submitting a selfie in the format as requested by the casino team or similar identity confirmation is also a very common and widely used industry requirement under KYC and AML requirements. Players are generally expected to comply with such requests at their earliest convenience as part of this process.
It is worth noting that, had the requested selfie been provided promptly, there is a strong possibility that this matter could have been resolved directly with the casino without the need for escalation through a formal complaint.
As the requested verification materials have not yet been provided, your KYC/AML verification remains incomplete. Under these circumstances, the casino is under no obligation to process any payments until the verification process has been successfully completed.
This being said, and to be able to move this case further, I kindly request your clarification on why you did not, for example, ask a relative or friend to assist you in taking a picture of you while holding your ID and your phone displaying the open casino webpage? I would like to understand why this option did not come to your mind at the time, as a matter of common sense.
TranslationHello,
Thank you for your clarification. I understand and respect that KYC and AML procedures are rigorous in the industry to ensure security.
To answer your question about my logistical situation: I live alone and have no family to rely on. As you can imagine, it's physically impossible for me to take a selfie of myself holding the document while simultaneously showing the casino in the background on the phone screen.
For this logistical reason, I have already sent the casino a selfie holding my original identity document next to my face, where it can be perfectly verified that I am the real owner of the account.
Given my technological limitations that prevent me from meeting the exact wallpaper format, and having already proven my identity with the selfie I sent, I request your help as a mediator so that the casino accepts this document or, failing that, offers me a viable alternative, such as a brief verification video call to show my document live.
My intention is to fully cooperate in resolving this misunderstanding and recovering my initial deposit. I remain at your disposal.
Dear ceausescu,
Thank you for your response.
I have received additional and important information and evidence from the casino indicating that you were not specifically required to take the selfie with the casino webpage displayed in the background on your phone.
While I understand that completing certain verification requests may sometimes be inconvenient or challenging, the information available suggests that the primary issue in this case is not the complexity of the request itself, but rather the lack of sufficient cooperation from your side in completing it.
Although I acknowledge that you live alone, this alone does not constitute a sufficient obstacle preventing compliance with the request. It would be reasonable to expect that you would ask for assistance from relatives, friends, acquaintances, neighbours, or any other trusted person, which could have been relatively easily arranged if you really wanted.
Based on all your responses, it suggests that, instead of focusing on finding a practical way to satisfy the casino’s verification requirements, much of your communication has centred on the reasons why the request could not or should not be fulfilled. This creates the impression of reluctance to cooperate with the verification process on your side, rather than the casino.
While we strongly advocate for verification procedures to be reasonable, transparent, and as smooth as possible for players, it is equally important to understand that full and timely cooperation from the player is a fundamental part of standard KYC and AML procedures.
Based on the information currently available, the requested verification has not been completed due to your failure to provide the required evidence. Under these circumstances, I am unable to conclude that the casino has acted unfairly by maintaining its position.
I am currently awaiting the casino team’s response on whether they remain in their position or if there is a possibility to provide you another chance to provide the requested selfie.
Dear Cazeus Casino,
We are looking forward to your response.
Dear Michal,
Thank you for your inquiry. We are writing to clarify our final stance regarding this player's account review.
Please be advised that we remain firmly in our position. Because the requested selfie verification document was not submitted within the mandatory 30-day timeframe, the account balance was permanently deducted in strict accordance with the breach of clauses 5.3 and 9.4 of our General Terms and Conditions.
As the deadline has passed and the compliance requirements were not met, we are unable to provide another opportunity to submit the document or reactivate the balance. This decision is final.
Best regards,
Cazeus Casino Team.
Dear ceausescu,
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.
TranslationHi Michal,
My account was under review for over a month without them doing anything, despite my repeated emails. After that month of silence, they gave me a 15-day ultimatum and then permanently seized my funds, citing a 30-day clause. It's clear the delay was caused by the casino's own inaction, preventing me from verifying my identity in time. I request that they be required to fairly reopen the KYC process.
I'm forwarding you a conversation I had with them from March and some screenshots from April.
I was also required to send a screenshot with the website in the background, and now they're saying no? I sent them the conversation, and I'm also including screenshots here:
Dear Ceausescu,
Thank you for your response. However, the situation and sequence of events appear to differ from how they have been presented by you.
It is correct that you enquired with the casino team regarding how to take the required selfie with the casino webpage in the background while accessing the casino via your phone. However, at no point did the casino state that the photo must be taken using only your mobile phone. You were informed on multiple occasions that:
"The photograph can be taken with any other device. We only require a clear photograph as per the requirement."
This clarification was provided to you on 3 May, 8 May, and again on 12 May, giving you sufficient time to complete the request. Additionally, the initial request for this specific selfie was made on 2 April.
Instead of focusing on a practical way to complete the verification requirement, a significant part of your communication and action appears to have centred on why the request could not or should not be fulfilled. This reasonably gives the impression of a lack of your willingness to cooperate with the verification process, rather than an issue on the casino’s side.
Full cooperation with verification procedures is expected from all players. KYC and AML verification are standard industry processes that licensed casinos are required to apply and treat with due seriousness.
While I understand that verification requests may sometimes be inconvenient, the available information and evidence suggest that the main issue in this case was not the complexity of the request, but your failure to provide the required documentation in the requested form and in the required timeframe.
We strongly advocate for verification procedures to be reasonable, transparent, and as user-friendly as possible. However, it is equally important to note that full and timely cooperation from the player is a standard and necessary part of KYC and AML processes.
Based on the information and evidence available from both sides, the verification process was not completed due to insufficient cooperation on your side. Under these circumstances, we cannot conclude that the casino acted unfairly in maintaining its position.
You agreed to the casino's terms and conditions when you registered your account.
Additionally, after reviewing your complaint history on our forum, it appears that you have encountered similar issues related to KYC and AML procedures on multiple occasions across different casinos. Given this, it is reasonable to expect familiarity with standard verification requirements and industry practices.
Consequently, this complaint will be closed as Rejected due to insufficient timely cooperation with the required KYC and AML procedures.
If you still believe the casino acted unfairly against you, you are free to escalate the case to the casino’s licensing authority or another relevant regulatory body in your jurisdiction. However, we are unable to provide further assistance in this matter.
For future reference, we recommend carefully reviewing casino terms and ensuring timely cooperation with verification procedures to avoid similar situations.
Best regards,
Michal
Casino Guru
