Cazeus Casino - El jugador afirma que el pago se ha retrasado.

Hello, 

I made a withdrawal request from Casino Cazeus on 21/09. The casino clearly stated that withdrawals would be processed within 3 business days. However, today is the 5th business day, and the status of my withdrawal is still showing "under review."

I have contacted support several times. Each time, I receive the same generic response: "We apologize, your request is being processed, please wait." Yesterday, I was told it was a "priority" and I would receive my funds in the next few hours. Today, nothing has changed.

I am very frustrated and disappointed. I need my funds urgently. Please if you could help me resolve this and receive the money that is rightfully mine.

Dear player,

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 the 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

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Stay safe.

Im sorry but it's clearly stated that the waiting time for processing is up to 3 days, which is already too much! I've been playing in many other platforms and the processing time is maximum 24h. Some platforms process the withrawals in minutes. And looking at our conversations with Cazeus support team ( which I can leave you attached ), it's clear that there is actually 0 problem, they are just trying to extend the waiting time maybe hoping that I cancel my withdrawals.

I have read as well so many bad reviews about the same problem with the same casino. And guess what? All these people are sharing exactly the same stories, same excuses and same answers from Cazeus support team. So Im not an exception.

I understand that delays may happen, but when it's repeating for everyone, and every single time... Something is wrong out there.

 I kindly ask you to intervene and help me receive my funds as soon as possible.

Thank you for your support.

Update: I received half of my withdrawals , let's see...

Hello again,

We are 03/10 already and i still didn't receive the full amount. I'm sending emails to their customer support but I got 0 answer. That's very very annoying seriously. If you could do something please

Thank you

Dear Taharlo,

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.

Hello,

Unfortunately I'm still waiting for the rest of my whidrawals. I'm sending emails and texting their customer support but it's always the same robotic answers... they say sometimes there can be delays but what's annoying is that this happens every single time and not "sometimes" as they mentioned.

Thank you for your help

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

Could you please confirm that you have passed the KYC verification?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawals? Send emails or chat transcripts to my email at dominika.l@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.

Dear player,

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.

Hello,

I finally received all my withdrawals after about 25 days which is tooooooo much.. I will definitely never come back to this casino.

Thank you very much for your help

Dear player,

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,

Dominika

Casino.Guru