Cazeus Casino - El jugador cree que el reintegro se ha retrasado.

Hello, I requested a withdrawal on April 13, 2025, and it hasn't been processed yet. The customer chat doesn't help either; I always get the same answer: I have to wait. Since today, April 22, 2025, they've suddenly said it's my bank's fault; nothing's happening. I'm just being kept waiting.

Hallo ich habe am 13.04.25 eine Auszahlung beantragt und es wurde bis heute nicht bearbeitet. Der Kundenchat hilft einen auch nicht weiter man bekommt immer die selbe Antwort das man warten muss. Seit heute dem 22.04.25 heißt es auf einmal es läge an meiner Bank es geht nichts voran man wird immer nur hingehalten

Dear dennislabajo,

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 dennislabajo,

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 still haven't received any money

Hallo habe leider immer noch kein Geld erhalten

Thank you dennislabajo for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear dennislabajo,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Cazeus Casino representative to join this conversation.

Dear Cazeus Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova

We’ve reopened this complaint at the request of Cazeus Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

We've received the following e-mail from the casino:

Dear dennislabajo,

We are truly sorry about the delay in handling your case. Thank you for your patience.

I can see that you made two withdrawals on the 13.04.2025, both being 500 EUR each. That would be 1000 EUR in total. Can you please confirm if you are referring to these two withdrawals or only one of them.

However, I can confirm that both of these withdrawals have been completed. Please, do let us know if you have received them.

We look forward hearing from you!

Best regards,

Cazeus team

Could you please confirm, you have received the transactions?

Dear dennislabajo,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.