Cazeus Casino - Player seeks help about refund issue.

Me gustaria contactar con uno de vuestros moderadores ya que no he llegado a un acuerdo con el casino cazeus mediante varios emails para un problema de devolucion despues de avisarle de mi problema de vulnerabilidad ante el juego y trastorno por juego patologico demostrado con informe psiquiatrico hicieron caso omiso y abusaron de mis depositos. Ponganse en contacto conmigo via email por favor

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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 [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Hola le he mandado los emails a l direccion de correo q me envio pero no he obtenido respuesta por su parte

?

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?

La solicitud de autoexclusion se mando después de mucho dinero perdido les comenté mi problema les envié los documentos donde claramente se podían ver bajo la firma de mi psiquiatra mis problemas de adicción y tras no obtener respuesta en varios días volví a apostar mucho dinero siendo todo pérdidas por mi impulsividad por eso reclamo ya que solicitar mi exclusión fue una forma de responsabilizarme de mis actos y hicieron caso omiso haciendo daño psicológicamente y económicamente a mi persona

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?

No ya despues de mi ultimo aviso y amenza de denuncia por 3º o 4ª vez despues de perder una buena camtidad de dinero desde la primera vez que avise de mi autoexclusion ya por ultima me cerraron la cuenta me imagino que por miedo a mis amenazas de querer recuperar mi dinero y la desactivaron pero ya el dinero estaba perdido mas de 1500€ despues de mi primer aviso de autoexclusion con informes medicos

When exactly was your account closed? If you received any emails confirming the closure of your account, please forward them to me at [email protected].

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.