Cazeus Casino - Pelaaja pyytää selvennystä voittojen poistamisesta.

I am requesting a full written explanation regarding the removal of my winnings.

I received a 7 EUR registration bonus and won approximately 650 EUR. After winning, I was informed that the maximum withdrawal was limited to 2x the bonus amount (14 EUR). However, this restriction was not clearly visible in the bonus message or presented in a transparent way before using the bonus.

I request:

the exact bonus term that was applied to my case

proof that this condition was clearly visible before I accepted or used the bonus

a copy of the relevant bonus terms and my bonus activity log

your official complaint process and license information

I believe the promotion was misleading because the withdrawal restriction was not clearly communicated.

I expect a proper written response instead of a generic explanation.

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.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link to the bonus you activated and played with?
• Have you activated the promotion with a deposit or was it a free bonus?
• Have you made any deposits or withdrawals in this casino before?
• Could you please share how you discovered the bonus? Was it communicated via email?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Hello! They don't even answer me!!! I filed a complaint and asked for help from them via chat, no one wanted to help. I read the reviews and they do shady things and a lot of it.

https://u46363299.ct.sendgrid.net/ls/click?upn=u001.RwaCaTC-2FoFhzucqZvWPEm01MlTTqNXmtnD3XlpmKa-2BeKvpCJrHxKkcoDkREwN70CDgjg_b-2BTvzGoCot69w5CrUH-2FS1WgDG3QQBHqyaVgYzcp8ckNBWjUKgyblfdn8sW1fszIgxZTZoZbq-2FrQwJspK9wZ5W9o0ZpRW9cLvwEZXH-2F5Aytbr3i-2Bfyr5SyfGYu Q7S5HQ10YSPQUWLXTdnMOmfLwYWTLoaONa6hvPsqG4adz3nJFs-2BRvgB1oiOW5ENFU0fVGsD-2FwIm6G7EnupFWRHuzmX2oqSJvFTR-2BOYhAI8WCSvSVpD5PbhTCB XRExXOCbx6XfGPWnDdlzFMP061GMYnWIfYdhUJY8saFRIQn5ahaJokG-2FoTyRvVDmtWzeZhltiWXjAxgLkAkn32-2BbQaGr52jT-2Bjh6xddfBNFJ765rd1l8eTd8-3D

It was a free bonus. I have sometimes received withdrawals. I have also made deposits. And it came to me via email! Will a criminal report help in this situation?

Moikka! He eivät edes vastaa minulle!!! Laitoin reklamaation ja pyysin apua heiltä chatin välityksellä kukaan ei halunnut auttaa. Luin arvosteluja niin he tekevät hämärää ja paljonkin.

https://u46363299.ct.sendgrid.net/ls/click?upn=u001.RwaCaTC-2FoFhzucqZvWPEm01MlTTqNXmtnD3XlpmKa-2BeKvpCJrHxKkcoDkREwN70CDgjg_b-2BTvzGoCot69w5CrUH-2FS1WgDG3QQBHqyaVgYzcp8ckNBWjUKgyblfdn8sW1fszIgxZTZoZbq-2FrQwJspK9wZ5W9o0ZpRW9cLvwEZXH-2F5Aytbr3i-2Bfyr5SyfGYuQ7S5HQ10YSPQUUWLXTdnMOmfLwYWTLoaONa6hvPsqG4adz3nJFs-2BRvgB1oiOW5ENFU0fVGsD-2FwIm6G7EnupFWRHuzmX2oqSJvFTR-2BOYhAI8WCSvSVpD5PbhTCBXRExXOCbx6XfGPWnDdlzFMP061GMYnWIfYdhUJY8saFRIQn5ahaJokG-2FoTyRvVDmtWzeZhltiWXjAxgLkAkn32-2BbQaGr52jT-2Bjh6xddfBNFJ765rd1l8eTd8-3D

Se oli ilmainen bonus. Olen saanut joskus kotiutettua rahoja. Myös olen tehnyr talletuksia. Ja se tuli sähköpostin kautta mulle! Auttaako rikosilmoitus tässä tilanteessa?

Hello,

Thank you for the additional information. Unfortunately, the link you attached directs us only to the casino's website.

To properly assess whether the casino applied the correct maximum cashout rule, we need to verify exactly how the promotion was presented to players. Could you please provide either:

• a direct link to the promotion,
• a screenshot/landing page showing how the offer was advertised before you claimed it, or
• the email in which you have received the offer

You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

Best regards,

Attila

Dear Kristian1,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru