The player from Germany had been waiting for a withdrawal for 21 days, despite previous withdrawals being processed within three to five days. He consistently received the same response regarding the processing time but lacked clarity on when he could expect his winnings. The issue was resolved after the player marked the complaint as resolved, indicating that he had received the necessary clarity and assistance regarding his withdrawal. We confirmed that the player's cooperation facilitated the resolution of the matter.
Cazeus Casino - Player’s withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: €500
Cazeus Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Translation
I have been waiting for my payout since July 9, 2025. I have already made three payouts, all of which were in my account after about three to five days. This time I have been waiting for 21 days and I get the same answer every time. Everything is fine with my winnings, the processing time will just take a little longer, then they congratulate me on my winnings, but no one can tell me how long that will take, and the status remains the same.
Automatic translation:
Public
Public
7 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.
- Which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with or without an active bonus?
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.
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
Public
Public
7 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear elmendorf463,
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,
Katarina
