Cazeus Casino - La cuenta del jugador está cerrada y el retiro está retrasado.

The problem is that Cazeus1.com has blocked my account, and they still haven't approved my withdrawal, which I requested six weeks ago. I've contacted live chat 30 times and also wrote to the licensing authorities, but they informed me that this casino no longer holds a valid license due to bankruptcy!

On December 14th, the casino told me they would process the withdrawal via cryptocurrency, but I have not received it. I also contacted my bank for a refund of my deposits. The issue is I only have evidence from Revolut of my deposits, but the casino has blocked my account and doesn't send a transaction list! I've never made any withdrawals from this casino!

Das Problem ist das Cazeus1.com mein Konto blockiert hat und sie meine Auszahlung noch immer nicht genehmigen, ich hatte das schon 6 Wochen gemacht, ich habe 30 mal mit den Live-Chat geschrieben und auch den Lizenzgebern geschrieben aber die Lizenzgeber haben mir gesagt das dieses Casino aufgrund von Konkurs keine gültige Lizenz mehr hat!

Am 14 Dezember hat mir das Casino das sie Auszahlung via Kryptowahrung machen würden, aber ich habe nicht erhalten, ich habe auch meine Bank kontaktiert für eine Rückerstattung meiner Einzahlungen das Problem ich habe nur Beweise von Revolut das ich dort eingezahlt aber vom Casino selbst kann ich nicht einsehen, da das Casino mein Konto blockiert hat und keine Einzahlungsliste sendet! Ich habe nie Auszahlungen bei diesem Casino ausgeführt!

Dear Geelee,

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

Could you please specify if you passed the full KYC verification?

Have you received any response from the casino to the email with your payment information for the manual processing of your withdrawal request?

What types of games did you play? Were they slots, live casino games, or did you bet on sports only?

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

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for your reply. Has the casino responded to your email with the Litecoin address? Have they confirmed that the transaction would be processed and sent to you?

Dear Geelee,

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.

Thank you for your reply. Did the casino reply to your email with the Litecoin address? Did they confirm that the transaction is processed and sent to you?

Yes, the casino wrote on January 8, 2025 that I should write a new email regarding a manual withdrawal request!!!

See also screenshot

Dear Adrian G.,

Thank you for contacting our Customer Support team.

We hope you find this email well!

We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.

We truly apologize for any inconvenience this may have caused you, and we appreciate your understanding. To help us process your request smoothly, we kindly ask that you provide a valid cryptocurrency address, as the one currently on file cannot be found.

If you have additional questions, please feel free to contact us via email support@Cazeus.com or via Live Chat.

Yours sincerely,

Customer service

Vielen Dank für Ihre Antwort. Hat das Casino auf Ihre E-Mail mit der Litecoin-Adresse geantwortet? Haben sie bestätigt, dass die Transaktion verarbeitet und an Sie gesendet wird?

Ja das Casino hatte am 08 Januar 2025 geschrieben das ich eine neue Email schreiben soll wegen einer manuellen Auszahlungsanfrage!!!

Siehe auch Screenshot

Dear Adrian G.,

Thank you for contacting our Customer Support team.

We hope this email finds you well!

We sincerely apologize, but at the moment, we do not have any native speakers available to respond to your message. In our effort to respond to you promptly, we will be addressing this reply in English. Thank you for your understanding.

We truly apologize for any inconvenience this may have caused you, and we appreciate your understanding. To help us process your request smoothly, we kindly ask that you provide a valid cryptocurrency address, as the one currently on file cannot be found.

If you have additional questions, please feel free to contact us via email support@Cazeus.com or via Live Chat.

Yours sincerely,

Customer service

Am I correct in understanding that your LTC address was invalid, so you had to provide the casino with an alternative address? Have you provided the casino with the BTC address you sent here? If so, please specify when exactly and if it was approved by the casino.

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

Yes, I hope so too

Ja hoffe ich auch

Hello there,

Thank you Geelee 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 what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

That they should not postpone anything any longer and should finally pay out

Das sie nichts mehr aufschieben sollen und endlich mal auszahlen sollen

The case was resolved and I received my 400CHF

Der Fall wurde geklärt und ich habe meine 400CHF erhalten

Dear Geelee,

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