The player from Spain was unable to reach an agreement with Cazeus Casino regarding a refund issue despite multiple emails detailing his gambling vulnerability and pathological gambling disorder. He felt his concerns had been ignored and sought contact with a moderator for assistance. Upon reviewing the timeline and communications, we found that the player had informed the casino about his gambling addiction and requested self-exclusion only after losing his deposits. Since no evidence was provided showing earlier notification to the casino, we determined there were insufficient grounds to claim the casino had failed to protect him prior to his losses. Consequently, the refund request was not pursued further, and the complaint was rejected.
Cazeus Casino - Player seeks help about refund issue.
Insufficient evidence from player
Amount: ??
Cazeus Casino
Safety Index:Above averageCase summary
Translation
I would like to contact one of your moderators as I have been unable to reach an agreement with Cazeus Casino regarding a refund issue. Despite several emails, after informing them of my gambling vulnerability and documented pathological gambling disorder (supported by a psychiatric report), they ignored my concerns and abused my deposits. Please contact me via email.
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Dear Franciscojesusrod,
Thank you very much for submitting your complaint. I'm sorry to hear about your problem.
First, I’d like to clarify the difference between account closure and self-exclusion:
- Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
- Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).
Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at veronika.f@casino.guru.
Thank you in advance for your cooperation.
Best regards,
Veronika
TranslationHello, I have sent the emails to the email address you sent me, but I haven't received a response from you.
Thank you for your emails.
Could you please specify when you first contacted the casino’s customer support to inform them about your gambling addiction and request self-exclusion?
In particular, was this request made before you deposited and lost funds, or only after the funds were lost during regular gameplay?
TranslationThe self-exclusion request was submitted after losing a lot of money. I explained my problem and sent them documents clearly showing my addiction issues, signed by my psychiatrist. After not receiving a response for several days, I gambled a lot of money again, losing everything due to my impulsiveness. That's why I'm complaining, because requesting my exclusion was a way for me to take responsibility for my actions, and they ignored it, causing me psychological and financial harm.
Thank you for the clarification. I received communication between you and the casino starting on January 3, which you sent to the casino after you lost your deposits.
Is your account currently closed, or are you still able to access it?
Did you make any new deposits after January 3?
TranslationNo, after my last warning and threat of legal action for the 3rd or 4th time, after losing a significant amount of money since the first time I announced my self-exclusion, they finally closed my account. I imagine it was out of fear of my threats to recover my money, and they deactivated it, but the money was already lost—more than €1500—after my first self-exclusion notice with medical reports.
When exactly was your account closed? If you received any emails confirming the closure of your account, please forward them to me at veronika.f@casino.guru.
Please note that at the moment we do not have your initial self-exclusion request. Because of this, we are currently unable to determine whether the casino failed to protect you after you stated that you were experiencing gambling addiction or related problems.
Thank you for your understanding, and I look forward to your reply.
Dear Franciscojesusrod,
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.
TranslationDear FJRP,
Thank you for contacting our Customer Support team.
We confirm that your account has been closed. Regarding your refund, we assure you that we have forwarded your request to our specialized department for a thorough review.
Our team will contact you when there are any updates.
Sincerely,
Cazeus Customer Service.
3/01/2026
Dear Franciscojesusrod,
Thank you for your message and for providing the latest communication from the casino.
After carefully reviewing all the information available, we must conclude that you first informed the casino about your gambling addiction and requested self-exclusion only after you had already lost your deposits. Additionally, despite being asked multiple times, you have not provided evidence showing that you informed the casino about your gambling problem before the losses occurred.
Based on the timeline and the communications provided, we do not have sufficient grounds to claim that the casino failed to protect you prior to your losses. For this reason, we are unable to pursue the refund request further and must reject this complaint.
Best regards,
Veronika
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