Cazeus Casino - O jogador ainda não recebeu os seus prémios.

I deposited money on Cazeus Casino using a deposit bonus.

I completed the required wagering, and the funds were successfully converted into real balance.

On October 3rd, 2025, I requested a withdrawal of 6,000 PLN (which is the limit for active withdrawals). I still have about 4,000 PLN remaining in my balance.

On the live chat, the support keeps replying with the same copy-paste message saying that my funds are "safe" and that I should "please wait," but nothing is actually happening.

It’s been a very long time, and none of my withdrawals have been processed yet.

They haven’t asked me for KYC verification either.

Are such practices acceptable?

Does Guru Casino really consider this casino safe when giving it such a high rating?

I’m using a VPN to write this post.

Dear Dominik1205,

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 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

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.

Dear Dominik1205,

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.

Dear Dominik1205, please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at attila.g@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.

The first withdrawal of 6k arrived after 15 days.Now I've requested another 4k, I hope it also arrives but much faster.Communication with the casino is almost non-existent, and these are my first withdrawals.I played in the casino, I did not place sports bets

Dear Dominik1205, could you please confirm whether you have contacted that casino in regards to the KYC process and whether it is needed for the completion of the withdrawals?

Additionally, could you please share your communication with the casino?

Thank you in advance for your cooperation.

I've contacted the casino but they only send me standard responses (literally: 'formulations') saying we have a delay, which is ridiculous. Depositing money happens instantly, but then withdrawing takes a month - it just doesn't make any sense. If I had won 50,000, I wouldn't be able to withdraw it in a year.

I don't think KYC is needed, which is a plus, because they paid out 6k without it, but it's also possible that I've already done KYC at their other casinos.

Robocat, Pistolo, it's all the same thing.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Igor (igor.p@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.

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.

Dear Dominik1205,

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 Dominik1205,

We regret to learn about your situation.   

We would like to inform you that we are currently investigating this matter in response to your concerns. 

We will make every effort to assist you with your pending withdrawal and will provide you with an update at the earliest opportunity.

Thank you for being so patient with us! We really appreciate it.

Kind regards,  

Cazeus team.

Dear Cazeus Casino,

Thank you for your response and for informing us that you are looking into this case.

Please reply when there is any update regarding this complaint.

Dear Dominik1205,

We are pleased to inform you that your withdrawal has been successfully processed, and the funds were dispatched from our end on October 30, 2025.

The funds may take between 3 to 5 business days to reflect in your account, however, this timeframe is contingent upon the payment method utilized and the standards of your bank.

We would also want to inform that at this moment, we do not observe any pending withdrawals or an active balance associated with your account. 

We hope this helps clarify the matter for you.

Our team wishes you all the best for your future activities!

Best regards, 

Cazeus team.

Dear Dominik1205,

According to Cazeus Casino, your withdrawal has been processed, and you can expect to receive your funds within the next few days.

Please inform us once the balance has been credited to your account.

Dear Dominik1205,

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