The player from Switzerland had been waiting three months for his withdrawals after fulfilling the wagering requirements on a bonus. Despite successfully completing various verification steps, including providing bank statements and identification, he experienced ongoing delays and a lack of communication from the casino, which prevented him from requesting further withdrawals. The complaint was marked as resolved after the player confirmed the issue had been addressed, though specific details of the resolution were not provided. We closed the case with the player's cooperation and offered further assistance if needed.
Cazeus Casino - Player's withdrawal has been delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: 1,000 CHF
Cazeus Casino
Safety Index:Above averageCase summary
Discussion
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2 months ago
Translation
Good day,
I had received a bonus of 350 CHF at this casino and after fulfilling the wagering requirements, I had a profit of 3240 CHF and wanted to withdraw it.
I was able to withdraw a maximum of CHF 500 per day. A maximum of CHF 1500 could be pending for withdrawal. This was all requested within 3 days. The first withdrawal took place on September 19, 2025, after daily inquiries via live chat.
Since I can now request the next ones, I did this on September 19-21, 2025.
These last withdrawals were cancelled and I was forced to complete a verification process. That's okay with me.
Now we come to the problem. Since this point, the verification process has been going in circles. First, send all bank deposits (accepted) -> upload bank statement (successful) -> submit proof of address (successful) -> selfie with passport for your website (successful) -> upload bank statement (successful) -> send all bank deposits
There is sometimes a processing time of 1-3 weeks between each step. In some cases, I had to contact support via email because the status on the website was constantly "pending".
Regarding the final step of providing proof of deposits, I've been waiting since December 9th, 2025, for them to verify my documents. I also can't request a withdrawal because the verification is pending.
Since then I've inquired several times, but there's been complete radio silence from them. No processing, no email replies, simply nothing.
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2 months 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 months ago
Dear dr_aynz,
Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.
Please understand that verification is a very important and essential process. During this time, the casino ensures that funds are sent to their rightful owner. As casinos cannot physically see players or verify their identification in person, this process is the only way gambling establishments can properly complete verification procedures. No serious or licensed casino takes KYC lightly, and this thorough process may take a few working days to complete.
To help clarify your case, could you please confirm the following:
- Are you currently able to access the casino and log in to your account?
- Could you confirm whether all the requested KYC documents have already been provided, and specify the exact date when you submitted them?
- Could you please share a screenshot showing your verification status?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petra
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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2 months ago
TranslationAre you currently able to access the casino and log into your account?
- Yes I can.
Could you confirm whether all requested KYC documents have already been submitted, and provide the exact date of submission?
- My account is constantly being asked for/displayed with verification requests. After several weeks, when this is finally processed, I receive another single verification request, which has already been repeated. There's no history on this page showing when each verification was completed or uploaded. You only ever see the status of your current verification. Currently, it's "Transaction History," which I now have to upload for the third time, even though it was accepted. The current status has been "Under Review" for 5-6 weeks.
Could you please share a screenshot of your verification status?
- Screenshot attached
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1 month ago
TranslationWhat comes to mind is that I could check my backups to see when I took which screenshot or photo of myself for the verifications, in order to narrow down the time period.
Would that help?
Greetings and thank you
Jan
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1 month ago
Dear dr_aynz,
Thank you for your reply and for providing the previous details.
- Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You may either send all the documents to petra.h@casino.guru or post your screenshots directly in this thread.
- Also, regarding your previous reply, that sounds like a good approach. Could you provide a timeline of your verification process, showing when each document or screenshot was submitted? This would help us better understand the sequence of events and clarify the situation.
Thank you again for your cooperation.
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1 month ago
Dear dr_aynz,
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.
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1 month ago
TranslationI was also able to find out the following:
December 14, 2025 Verification with passport selfie in front of Cazeus website
January 15, 2026: Verification of all bank transactions within a 3-month period
I have attached my existing email correspondence. There was never a transcript of the live chat sent via email.
I'm forwarding the traffic to the email address.
Thank you
Edited
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1 month ago
Translation28.1 14:01 Verification request in live chat 
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1 month ago
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Although it shows me that something is pending during verification, it isn't.
I was just able to request the first 500 (daily limit). The rest will be processed tomorrow. However, the payout will probably take weeks again.
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1 month ago
Dear dr_aynz
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 Romi (romana.r@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,
Petra
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1 month ago
Hello,
My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.
Dear Cayeus Casino,
Could you possibly provide additional information regarding the withdrawal and clarify the situation?
Thank you in advance.
Respectfully,
Romi
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1 month ago
Translation
Once again, the same answer from their abysmal customer support. I get the same response every time. The last few payouts have dragged on for months, and I received the exact same answer, yet nothing changes.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear dr_aynz,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Romi
