The player from Australia had requested a withdrawal from Cazeus on October 23, 2025, but it had not been processed after nearly one month. Despite being informed that the withdrawal would be expedited, there had been no progress. The issue was resolved after the player confirmed passing KYC verification and that this was his first withdrawal. The Complaints Team facilitated communication with the casino, leading to the successful processing of the withdrawal.
Cazeus Casino - Player's withdrawal is delayed.
Resolved
Our verdict
Case closed
Amount: A$750
Cazeus Casino
Safety Index:Above averageCase summary
Discussion
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3 months ago
I requested a withdrawal on the 23rd of October 2025 from Cazeus, however it still has not been processed and it is approaching one month now. I have been patient as I can and have been told my withdrawal will be 'expedited' when I contacted them 1 week ago, but nothing has changed.
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3 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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3 months ago
Dear rcam21,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you made any successful withdrawals 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Veronika
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3 months ago
Hi, answering your questions:
- No, this is my first withdrawal that I have requested.
- Yes, I have passed the KYC verification. This is a screenshot of their live support saying my request is being looked at (no mention of further KYC).
- I did not choose a bonus at any point.
Thanks
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3 months ago
What types of games did you play at this casino? Were they slots, live casino games, or did you place bets on sports only?
Have you selected the same payment method for your withdrawal as you used for depositing money into this casino?
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3 months ago
Dear rcam21,
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,
Veronika
Casino.Guru
