Cazeus Casino - Pelaajan tilin sulkeminen ja hyvityspyyntö ratkaisematta.

Hi,

I would like to make a complaint regarding Cazeus casino.

On 5th of November after a big deposit and loosing everything I send an email to Cazeus support and I requested the self-exclussion and the closure of my account.

That never happend and this bring me in the situation to deposit more and more. on 4th of December I spoke with Live chat agent and I let them know that they allowed me to deposit after my request of self-exclussion and they apologise and they said that they send the request to the relevant departament.

After that they send me an email that my request has been updated which was nit.

They closed my account only on 5th of December if I remember well.

I requested all my deposit back which I made after my request și this happened on 5th of December around 6pm unti when they closed my account which the amount is 2935 pounds.

I need help as I don't think they will refund me back as they failed to implement the self exclusion request and they failed to implement players protection and regulatory compliance.

Please, if is something you can do to help as my stress level is really high. If needed I ha e screen shot with my deposits after the request.

Thank you

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Dear Anna8,

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 specify the reason for closing your account? Additionally, would you be so kind as to 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

Hi Veronika, thank you for your reply.

On 5th of November after I send my request I didn't received anything back from them untill 4th of December When I spoke with an live chat agent and I expouse my concerns with him. Please let me know if you need anything else

I requested the self exclusion and the closure of my account because I knew that only în this way I will not spend anymore on the platform.But this didn't happend.

I never withdraw, so i m asking to have the refund which i deposited from the day and time when i made the request until the day of the closure of my account.

Thank you in advance

Hi,

do you have any update regarding my complaint, please?

Thank you for the screenshots.

In the email dated 5 November, no specific reason for the self-exclusion request was mentioned. Please note that we are able to assist with refund requests for lost deposits only in cases where the player explicitly states gambling addiction or gambling-related problems as the reason for requesting account closure. Since no such reason was specified, we cannot consider the casino to have breached its responsible gambling obligations.

To continue with the investigation, kindly forward the full email communication between you and the casino from December 4 onwards to my email address at veronika.f@casino.guru.

Additionally, please let me know whether your account has been closed in the meantime and, if so, when exactly this occurred.

Thank you for your cooperation.

Dear Anna8,

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.

Hi Veronika,

I did response but for some reason the email was not sent.i will try to send you the email again, if not I will respond here.

Regards,Ana

Hi Veronika

I don't know why my emails are not reach to you.

I was saying în the email that even if I didn't put the reason in to the email for my self exclusion, my request was clear.

if you request the conversation though the live chat, there was the reason for my request.

By the time when they received my email they should have the reason as well if they take this request seriously as the live agent which I talk said that he will forward my request to the relevant departament. And this happened on 5th of November.

please see the attached of the emails.

Hello Anna8,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I appreciate it.. Thank you so much.

Kind regards,Ana

Dear Anna8,

Thank you for your patience and for the additional explanation.

After carefully reviewing all the information and evidence provided, we must clarify an important point regarding responsible gambling procedures and refund eligibility.

While you state that you requested self-exclusion on 5 November, the email you sent to the casino did not include any explicit mention of gambling addiction, loss of control, or gambling-related problems. From a responsible gambling standpoint, this distinction is crucial. Casinos are obligated to act immediately and apply strict measures (including refund consideration) only when a player clearly communicates gambling-related harm or addiction.

A general request for account closure or self-exclusion without stating a gambling problem is treated as a standard account management request. In such cases, the casino is not considered to be in breach of responsible gambling obligations if the account remains accessible until the request is properly processed.

Regarding the live chat conversation in December, this took place almost one month after your original email and therefore cannot be considered proof that the casino was aware of a gambling problem at the time when the subsequent deposits were made. Unfortunately, retrospective explanations cannot be applied to earlier deposits.

Since no gambling problem was explicitly stated in the original self-exclusion request and the casino was not clearly informed of responsible gambling concerns at that time, we are unable to consider the casino responsible for the losses incurred, and a refund cannot be requested on your behalf.

We understand that this situation has been stressful, and we do not doubt your current distress. However, based on our rules and the evidence available, the complaint does not meet the criteria for a successful outcome. For these reasons, the complaint will be rejected.

Best regards,

Veronika

Casino.Guru Team

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