Cazeus Casino - A retirada do jogador é atrasada e não é creditada.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation:

• Have you made any successful withdrawals from this casino so far?
• Did you use the same payment method for requesting this withdrawal as you used for making a deposit?
• After your bank informed you that the payment could not be found, did you contact the casino? If so, what was their reply?

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

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Although it took a long time, I have made a successful withdrawal.

My payment method was different.

I contacted the casino twice by email and they didn't reply.

Si bien demoraron bastante , pero si he hecho retiro exitoso.

Mi método de pago fue distinto.

Me comuniqué dos veces por email al casino y no contestan.

Please forward me the communication between you and the casino regarding the lost withdrawal at veronika.f@casino.guru. Thank you for your cooperation.

Dear juank196410,

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.

Email reply, I have sent 5 requests for an explanation to Casino Cazeus, and they simply do not reply.

respuesta contestada a email , he enviado 5 solicitudes de alguna explicacion a Casino Cazeus, y simplemente no contestan.

Thank you for keeping me updated. Have the funds reached your bank account yet, or are you still waiting for your winnings? Please let me know.

As of now, at 12:55 PM on 02/09/2025 in my country, nothing has arrived.

Hasta este momento, siendo 12:55 PM del dia 02/09/2025 en mi pais, no ha llegado nada.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear juank196410,

I am so sorry to hear about your problem with the Cazeus Casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Cazeus Casino representative to join this conversation and participate in resolving this complaint.

Dear Cazeus Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear juank196410,

Following a review of your account in relation to your concerns, we kindly request that you provide your bank statement for the period from June 19, 2025, to July 4, 2025. This information will assist us in conducting a more thorough investigation and subsequently providing you with an update.

Kindly ensure that you provide us with the bank statement corresponding to the same bank details from which you attempted the withdrawal.

We also respectfully request that you upload the bank statement in PDF format, ensuring that it has not been edited or modified. It is essential for us to view all transactions within this period. Kindly upload the PDF in its original form. Thank you.

We have also dispatched an email requesting your bank statement. Therefore, we kindly ask that you attach the bank statement in the same email.

We are waiting for your update. 

Kind regards, 

Cazeus team.  

Hello Cazeus Casino,

Thank you for joining the conversation!

Dear juank196410,

Could you please provide the requested documents to Cazeus Casino?

Once you have done so, kindly inform us.

Kind regards,

Igor

CAN YOU SEND ME AN EMAIL TO WHERE I CAN SEND THE REQUESTED DOCUMENT, THANK YOU.

ME PUEDEN HACER LLEGAR ALGUN CORREO DONDE ENVIAR DOCUMENTO SOLICITADO, GRACIAS.

igor.p@casino.guru I SENT YOU BANK DOCUMENTS REQUESTED BY THE GENTLEMEN OF CASINO CAZEUS.

igor.p@casino.guru  , LE HICE LLEGAR DOCUMENTOS BANCARIOS SOLICITADOS POR LOS SEÑORES DE CASINO CAZEUS.

Dear juank196410,

Casino Cazeus has asked you to send the documents via email directly to them. According to their previous reply, they have already sent you an email with this request.

Could you please confirm whether you have received the email from Casino Cazeus?

And if it's possible, please contact the casino this way.

Kind regards,

Igor

I have not received any email from Casino Cazeus

no he recibido correo alguno de casino cazeus

Dear Cazeus Casino,

Could you please inform us which email addresses you used to contact juank196410. Both yours (as the casino) and the player’s?

Don’t worry, the message will be automatically marked as private, and no information will be made public.

Kind regards,

Igor

Dear juank196410,

We can confirm we had sent the email on September 4, 2025, on your registered email address.

However, we kindly suggest you to please attach and share the bank details to us via email : support@cazeus.com

We will wait for your update.

Best regards,  

Cazeus team.

Dear juank196410,

Please check all folders in your email account, including spam.

If you still can't find email from Cazeus Casino, you can send required bank statement to: support@cazeus.com.

We will wait for your next update.

Best regards,

Igor

I just forwarded the bank statements to support@cazeus.com

Thank you very much, greetings

acabo de reenviar las cartolas bancarias a support@cazeus.com

muchas gracias, saludos

Dear Juank196410,

Thank you for your cooperation and for sending the email to Cazeus Casino.

Dear Cazeus Casino,

Could you please confirm that you have received the email with the bank statement?

Best regards,

Igor

When I contacted my bank, the response was the one I had already sent them.

In the end I am left in the middle of everything and without a solution.

Anyway, I'll keep trying with my bank.

That money was left there without a solution.

I want to thank Casino Guro for their management. You guys are amazing. I'll recommend your site to every gambler I know. Thank you very much.

Al realizar consulta a mi banco, la respuesta fue la que ya les hice llegar.

Al final yo quedo en medio de todo y sin solución.

En fin, seguiré intentando con mi banco.,

Ese dinero quedó por ahi sin solución.

Quiero agradecer a Casino Guro, por su gestión, ustedes son expectaculares, recomendaré la pagina a cada uno de los apostadores que conozco., muy agradecido.

Dear Cazeus Casino,

I need some clarification regarding your bank statement.

First, the player’s withdrawal request and disputed amount is 150,000 Chilean pesos (roughly €135). However, the amount on your bank statement is €364.

Second, the player requested the withdrawal on the 19th of June, while the one you provided was processed on the 16th of June, which also does not line up.

The player has also informed us that he made a successful withdrawal before. Could it be that you have provided us with the wrong bank statement?

Dear Juank196410,

I’m sorry that you still haven’t received your money.

However, we will not close this complaint and will continue helping you until it is resolved to our satisfaction — which, for now, it is not.

As the next step, could you please provide me with a bank statement covering the period from the 16th of June until today?

You can either send it to my email address (igor.p@casino.guru) or post it in this conversation as an attachment. Don’t worry, all messages are automatically marked as sensitive, and no personal information will be made public.

Best regards,

Igor

Dear juank196410,

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,
Igor
Casino.Guru