Cazeus Casino - O saque do jogador foi atrasado devido a problemas de verificação.

Good day,

I had received a bonus of 350 CHF at this casino and after fulfilling the wagering requirements, I had a profit of 3240 CHF and wanted to withdraw it.

I was able to withdraw a maximum of CHF 500 per day. A maximum of CHF 1500 could be pending for withdrawal. This was all requested within 3 days. The first withdrawal took place on September 19, 2025, after daily inquiries via live chat.

Since I can now request the next ones, I did this on September 19-21, 2025.

These last withdrawals were cancelled and I was forced to complete a verification process. That's okay with me.

Now we come to the problem. Since this point, the verification process has been going in circles. First, send all bank deposits (accepted) -> upload bank statement (successful) -> submit proof of address (successful) -> selfie with passport for your website (successful) -> upload bank statement (successful) -> send all bank deposits

There is sometimes a processing time of 1-3 weeks between each step. In some cases, I had to contact support via email because the status on the website was constantly "pending".

Regarding the final step of providing proof of deposits, I've been waiting since December 9th, 2025, for them to verify my documents. I also can't request a withdrawal because the verification is pending.

Since then I've inquired several times, but there's been complete radio silence from them. No processing, no email replies, simply nothing.

Guten Tag,

ich hatte bei diesem Casino 350CHF Bonusguthaben bekommen und konnte nach dem Wager einen Gewinn von 3240 CHF verzeichnen und wollte diese Auszahlen.

Ich konnte täglich max 500 CHF auszahlen. Max 1500 CHF darf ausstehend sein als auszahlung. Dies wurde innerhalb von 3 tagen alles beantragt. Die erste Auszahlung hat nach täglichem nachfragen im Live chat am 19.9.2025 stattgefunden.

Da ich nun die nächsten anfragen kann habe ich dies am 19-21 September 2025 gemacht.

Diese letzten Auszahlungen wurden storniert und mir wurde eine Verifizierung reingedrückt. Ist ja ok finde ich.

Nun kommen wir zum Problem. Seit diesem Zeitpunkt dreht sich die verifizierung im Kreis. Erst Alle Einzahlungen von der Bank schicken (akzeptiert) -> Bank Statement hochladen (erfolgreich) -> Adressnachweis einreichen (erfolgreich) -> Selfie mit Pass for Ihrer Webseite (erfolgreich) -> Bank Statement hochladen (erfolgreich) -> Alle Einzahlungen von der Bank schicken

Zwischen allen Schritten liegt teilweise 1-3 Wochen Bearbeitung zeit. Teilweise habe ich dies per Mail Support machen müssen weil es durchgänging auf der seite auf pending stand.

Bei dem letzten Schritt erneut die Einzahlungen nachzuweisen warte ich gerade wieder seit dem 9.12 2025 das die meine Dokumente verifizieren. Ich kann auch keine Auszahlung beantragen weil die Verifizierung ausstehend ist.

Seitdem habe ich auch mehrmals nachgefragt aber es herrscht funkstille von denen. Keine bearbeitung, keine Mail antworten einfach nix.

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 dr_aynz,

Thank you very much for submitting your complaint. I’m sorry to hear about the problem you’re experiencing.

Please understand that verification is a very important and essential process. During this time, the casino ensures that funds are sent to their rightful owner. As casinos cannot physically see players or verify their identification in person, this process is the only way gambling establishments can properly complete verification procedures. No serious or licensed casino takes KYC lightly, and this thorough process may take a few working days to complete.

To help clarify your case, could you please confirm the following:

• Are you currently able to access the casino and log in to your account?
• Could you confirm whether all the requested KYC documents have already been provided, and specify the exact date when you submitted them?
• Could you please share a screenshot showing your verification status?

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,

Petra

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Are you currently able to access the casino and log into your account?

• Yes I can.

Could you confirm whether all requested KYC documents have already been submitted, and provide the exact date of submission?

• My account is constantly being asked for/displayed with verification requests. After several weeks, when this is finally processed, I receive another single verification request, which has already been repeated. There's no history on this page showing when each verification was completed or uploaded. You only ever see the status of your current verification. Currently, it's "Transaction History," which I now have to upload for the third time, even though it was accepted. The current status has been "Under Review" for 5-6 weeks.

Could you please share a screenshot of your verification status?

• Screenshot attached

Können Sie derzeit auf das Casino zugreifen und sich in Ihr Konto einloggen?

• Ja, kann ich.

Könnten Sie bestätigen, ob alle angeforderten KYC-Dokumente bereits eingereicht wurden, und das genaue Datum der Einreichung angeben?

• Es wird immer nur nach einer verifizierung gefragt / in meinem Konto angezeigt. Wenn diese nach mehreren Wochen endlich mal bearbeitet wurde bekomme ich wieder eine einzelne Verifizierung die sich schon wiederholt hat. Einen Verlauf, wann welche Verifizierung abgeschlossen oder hochgeladen wurde gibt es auf dieser Seite nicht. Man sieht immer nur den Status seiner aktuellen Verifizierung. Aktuell ist es "Transaction History" was ich jetzt zum 3. hochladen muss obwohl diese aktzeptiert wurden. Status aktuell ist Under Review seit 5-6 Wochen

Könnten Sie bitte einen Screenshot Ihres Verifizierungsstatus teilen?

• Screenshot im Anhang

What comes to mind is that I could check my backups to see when I took which screenshot or photo of myself for the verifications, in order to narrow down the time period.

Would that help?

Greetings and thank you

Jan

Was mir einfällt, ich könnte in meinen backups nach schauen wann ich z.B welchen Screenshot oder Foto von mir für dir Verifizierungen aufgenommen habe um den Zeitraum einzugrenzen.

Würde das helfen?

Grüsse und danke

Jan

Dear dr_aynz,

Thank you for your reply and for providing the previous details.

• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You may either send all the documents to petra.h@casino.guru or post your screenshots directly in this thread.
• Also, regarding your previous reply, that sounds like a good approach. Could you provide a timeline of your verification process, showing when each document or screenshot was submitted? This would help us better understand the sequence of events and clarify the situation.

Thank you again for your cooperation.

Dear dr_aynz,

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.

I was also able to find out the following:

December 14, 2025 Verification with passport selfie in front of Cazeus website

January 15, 2026: Verification of all bank transactions within a 3-month period

I have attached my existing email correspondence. There was never a transcript of the live chat sent via email.

I'm forwarding the traffic to the email address.

Thank you

Ich konnte noch folgendes herausfinden:

14.12.2025 Verifizierung mit Reisepass selfie vor Cazeus Webseite

15.1.2026 Verifizierunger aller Bank Transaktionen im 3 Montas Zeitraum

Meinen vorhandenen Mailverkehr habe ich angehängt. Vom Live Chat gab es nie ein Protokoll per Mail.

Ich leite den Verkehr an die Mail weiter

Vielen Dank

28.1 14:01 Verification request in live chat

28.1 14:01 Anfrage für Verifizierung in Live chat

Although it shows me that something is pending during verification, it isn't.

I was just able to request the first 500 (daily limit). The rest will be processed tomorrow. However, the payout will probably take weeks again.

Es Wird mir zwar angezeigt, dass etwas bei Verification ausstehend ist, ist es aber nicht.

Ich konnte soeben die ersten 500 (Tageslimit) beantragen. Morgen ist der rest dann dran. Auszahlung wird wahrscheinlich aber wieder Wochen dauern

Dear dr_aynz

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Second payment just requested

Zweite Auszahlung soeben beantragt

Hello,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Cayeus Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Once again, the same answer from their abysmal customer support. I get the same response every time. The last few payouts have dragged on for months, and I received the exact same answer, yet nothing changes.

Wiedermal die selbe Antwort vom abgrundtief schlechtem Kundensupport. Jedes mal bekomme ich die selbe Antwort. Die letzten Auszahlungen haben sich über Monate gestreckt und es gab ebenfalls genau diese Antwort und es passiert nichts.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear dr_aynz,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi