Cazeus Casino - El jugador aún no ha recibido las ganancias.

I made two withdrawals on June 16th,

06/15/2025 08:03:33 $ 225,200.- ID 375325829

06/15/2025 22.23.52 $ 392,315.- ID 375965629

When I contacted support via chat, they told me they had already made the transfers, which was my bank's problem. When I checked with my bank, they told me they needed receipts for the transfers. I've requested the receipts from Cazeus Casino on several occasions. They say they'll send them to me, but so far, nothing has happened. I've requested them six times. Meanwhile, I haven't received a proper response. Thank you very much for your help.

Hice dos retiros el dia 16 de Junio,

15/06/2025 08:03:33  $ 225.200.-  IDENTIFICACION 375325829

15/06/2025 22.23.52  $ 392.315.-  IDENTIFICACION 375965629

al contactarme con asistencia, via chat, me dicen que ellos ya hicieron las transferencias, que es problema de mi banco, al consultar en mi Banco, me dicen que necesitan los comprobantes de las transferencias. He solicitado los comprobantes al casino cazeus, en varias oportunidades, dicen que me los harán llegar pero nada hasta este momento. los he solicitado 6 veces. Mientras tanto no tengo una respuesta apropiada. Muchas gracias por su ayuda.

Dear juank196410,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear juank196410,

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.

The funds haven't arrived in my account yet, but this morning I asked again if they would send me the receipts, and they did. While it's true I have the receipts, they haven't been credited to my account yet; they were issued on June 24th.

If you like, I can send them to you. If they are correct, the problem would be the reception of my bank.

Los dineros aun no han llegado a mi cuenta, pero hoy en la mañana volví a insistir si me hacian llegar los comprobantes y me los mandaron. si bien es cierto tengo los comprobantes, aun no salen acreditas en mi cuenta, fueron hechos con fecha 24 de Junio.

si gustan se los hago llegar., de ser correcto, el problemas ya seria la recepcion de mi banco.

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

Dear juank196410,

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,

Veronika