Cazeus Casino - Pelaajan voitot viivästyvät.

The casino hasn't paid out my winnings for over two weeks – see screenshots. In the support chat, I receive nothing but canned replies with empty promises. Meanwhile, my withdrawals remain in the same "Pending" status.

What's particularly strange is that withdrawals were processed in the past. But now it seems that this is no longer working – I've apparently been waiting for my money for over two weeks.

Please support me so that the payouts can be processed.

Das Casino zahlt meine Gewinne seit über 2 Wochen nicht aus - siehe Screenshots. Im Support Chat erhalte ich nichts als vorgefertigte Antworten mit leeren Versprechungen. Meine Auszahlungen verharren derweil im selben Status „Pending".

Besonders seltsam ist, dass in der Vergangenheit schon Abhebungen verarbeitet wurden. Nun scheint das aber nicht mehr zu funktionieren - ich warte seit über 2 Wochen vermeitlich auf mein Geld.

Bitte unterstützen Sie mich, damit die Auszahlungen bearbeitet werden.

Dear MaxbetHunter,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have made successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Did I understand correctly that you have already made successful withdrawals before?—> Yes, you understood that correctly!

Could you please confirm that you have passed the KYC verification?

—> The casino only required proof of identity, which I submitted. The casino system now shows the status that "my account does not need to be verified."

Have you accumulated your winnings with or without an active bonus?

—> No bonus!

Habe ich das richtig verstanden, dass Sie bereits zuvor erfolgreiche Abhebungen vorgenommen haben?—> Ja, das haben Sie richtig verstanden!

Könnten Sie bitte bestätigen, dass Sie die KYC-Verifizierung bestanden haben?

—> Das Casino benötigte lediglich einen Identitäsnachweis, den ich übermittelt habe. Das Casino System zeigt nun den Status, dass „mein Konto nicht verifiziert werden muss".

Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus angesammelt?

—> Ohne Bonus!

Thank you for your reply, MaxbetHunter. Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed? Did you use the same withdrawal method in the past?

Could you please clarify when exactly you made the last successful withdrawal, and how many days it took to be processed?

—> Last withdrawal completed on 25th of March. Dont know the exact number of days, but it took a few days only.

Did you use the same withdrawal method in the past?

—> Yes.

The casino now started an account verification process 25 days (!!😂) after I issued the first withdrawal. Great for players having to wait for an account verification nearly 4 weeks, despite the fact that withdrawals were paid without any verification in March, right?😂

Thank you very much for your reply, MaxbetHunter. Have you contacted the casino regarding this issue? What was their response? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

This Casino is very funny - they started a verification three weeks after my withdrawals have been requested by me in the casino system and gave no answer at all to any question in the meantime. They received all documents they wanted (ID, selfie, bank statement, address proof) and verified them. After that they requested another bank statement from last december, and I gave it to them days ago. Today in the chat they explained that the payments are not done because they are missing that document. When I told them that this is wrong because they have the document already for days, they talked about „technical issues" and wanted me to send the document again to their support address who never answers any mail. I have done that, but as you can guess I do not believe a single word of what they are saying. It is pure fraud behaviour…

I have sent you the screenshots from the chat via mail.

For the record: the casino did not manage to reply to this complaint over a timeframe of two weeks, although their response time was extended by casinoguru by 7 more days after they failed to reply for a whole week. That says everything about their customer service other players need to know before making their decision to play in this casino.

Thank you very much, MaxbetHunter, for your cooperation. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, MaxbetHunter!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Then the casino can come up with a nice "violation" - practical if allegations that prevent the player from getting his money are not shared with the player 😉

Dann kann das Casino sich ja einen netten „Verstoß" ausdenken - praktisch, wenn Vorwürfe, wegen denen der Spieler sein Geld nicht bekommt, nicht mit dem Spieler geteilt werden😉

MaxbetHunter, I assure, we reject complaints only when there is a reason behind it and explain all to the players when we can. However, evidence usually contains player's private information which cannot be shared directly on the website, which is why we always ask to send it to our e-mails.

Anyway - the casino won't respond to this complaint anyway😉

Wie auch immer - das Casino wird auf diese Beschwerde sowieso nicht antworten😉

Dear MaxbetHunter,

After checking your request, we noticed that your withdrawal requests that you are refering to were cancelled by you and played after.

Please, keep in mind that in order to proceed with withdrawal requests in the future time, the appropriate verification is needed otherwise the requests can not be approved from our side. You may check also your Verification Tab regarding that.

Thank you for your understanding on the matter.

Kind regards,

Cazeus Casino Team

MaxbetHunter, can you confirm that there is no funds left in your account?

Dear MaxbetHunter,

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,
Pavel
Casino.Guru