Cazeus Casino - Withdrawal of player's winnings has been delayed.

Hello Casino Guru team,

I would like to report an issue with Cazeus Casino regarding delayed withdrawals.

I requested three withdrawals from my balance on the following dates:

€400 on July 25th

€500 on July 27th

€500 on July 28th

I won a €12,500 jackpot during a Jackpot Hunt session, without using any bonus funds, and my current balance is €13,500. Despite repeated attempts to contact support, they only tell me to "be patient" and mention a high volume of withdrawal requests – but give no clear timeframe for processing my payments.

No KYC has been requested so far, and I’m willing to fully cooperate if needed. I always played fairly and have not broken any rules.

I would appreciate it if you could look into this matter and help ensure that the casino processes my withdrawals in a timely manner.

Thank you very much for your help!

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

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.

Just a quick update – I still haven’t received any payment from Cazeus Casino.

Dear player,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

No, I still haven’t received any of the requested withdrawals.

Thank you for following up

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Have you contacted the casino to check if they need anything from you regarding your account or the withdrawals?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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.

I have sent everything to your email. Please let me know if you have received all the necessary documents. I have many more pictures and evidence available if needed. Thank you very much.

"I have sent you more information and today’s conversation with Cazeus customer support to your email. I will also send you more screenshots here. I would also like to mention that the withdrawal was requested to the same Revolut account from which the deposit was made. Thank you very much."

I still haven’t received my money. Yesterday I lost everything else, and now I only have €900 left for withdrawal, which I want to cash out. Considering the casino’s policy of delaying withdrawals so that players start thinking they’ll never receive them and end up spending the money, their wish has come true. So, they should at least have some consideration and pay out these €900 on time – €400 from July 25 and €500 from July 28.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

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,

Dominika