The player from Germany faced delays with his withdrawals requested two weeks prior, including payments from July 10th and 11th that had not been processed. He repeatedly received the same explanation regarding high volume and sought assistance. His KYC verification had not been performed, but he confirmed that he won with his own money. The issue was resolved when he received his money, and the complaint was marked as 'resolved' in the system.
Cazeus Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
Cazeus Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
6 months ago
Translation
Hello, I'm having the same problem again: my payout from July 10th and 11th isn't being processed. I keep hearing the same thing in the chat. Too many requests have come in at the same time, and I'm not supposed to worry. But maybe you could help me again. Best regards.
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Cazeus Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
- Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
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,
Katarina
Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.
All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.
If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Sensitive attachment
Sensitive attachment
6 months ago
Translation
KYC verification was not performed.
I won with my money.
Automatic translation:
Public
Public
6 months ago
Hello,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Katarina
Casino.Guru
