Cazeus Casino - Os ganhos do jogador foram confiscados.

Good afternoon! Cazeus Casino sent me an email with a 50-spin bonus! In total, I've won €47.74, which they acknowledge they see, but it doesn't appear in the account! Half an hour after checking the chat! They tell me it won't be credited by management's decision! They're keeping it by their own decision! I have photos of the chat acknowledging everything I explained! Thanks!

Buenas tardes! Cazeus casino me envía un correo con un bono de 50 giros gratis! En total he ganado 47,74 e que ellos reconocen que lo ven pero que no aparecen en la cuenta! Media hora después de consultarlo en el chat! Me dicen que no será abonado por decisión de la gerencia! Que se los quedan por decisión propia! Tengo fotos del chat reconociendo todo lo que explico! Gracias

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cazeus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please forward the email with the bonus offer you received to my email at tomas@casino.guru?
• Is your account in the casino verified?
• Have you made any previous deposits in the casino?
• Have you activated and played any other bonuses in the casino?
• Share any supporting evidence, including your communication with the casino regarding the issue, with me here, or send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thanks for your patience and the information you provided.

• Could you please share the original email offer of the 50 free spins from the casino with me? Forward the email to my email at tomas@casino.guru
• Were you able to complete the wagering of the bonus, or was the bonus removed before the wagering of the bonus was complete?
• Could you please share the communication where the support tells you the reason the bonus was removed was an administrative decision?

Looking forward to your reply.

Good morning! Email resent! The bonus was played, but the winnings aren't transferred to the account! I've attached the requested documentation! Thank you.

Buenos días! Reenviado correo! El bono se jugó pero las ganancias no las pasan a la cuenta! Anexo la documentación solicitada! Gracias

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you bastias77 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Cazeus Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear all,

We appreciate your patience.

We would like to inform you we are working on the request with the highest priority,

Best regards,

Cazeus Team

Dear all,

We appreciate your understanding in this matter.

bastias77 , please note that we have contacted you via email regarding your request. Kindly respond at your earliest convenience.

Best regards,

Cazeus Team

Dear bastias77,

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.

Good morning! You guys are awesome! I just got my money! Thanks!

Buenos días! Sois unos cracks! Me acaban de ingresar el dinero! Gracias

Dear bastias77,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter