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

They said this withdrawal was completed on 19 April. This has never been received by my bank I have repeatedly emailed them and they are ignoring me totally

Dear Millie19,

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 Millie19,

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.

I still don’t have iti have also sent them copies of my bank account showing it’s not went in and they have totally ignored my emails

Dear Millie19,

Can you please advise if your account has been fully verified and if you have accumulated your balance with real money balance or a bonus?

Additionally, please forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review.

Looking forward to hearing from you.

Regards,

Nick

Dear nikolas

i have sent you an email of our recent conversations but I have many emails that has just been ignored. I also attach a screenshot of my bank showing this never went into my account. No the winnings were not from bonus money but from my money I deposited

Hi I have sent you another email they contact me last night as you will see. Still don’t have anything in my bank

Thank you Millie19 for all the information provided so far. The casino should definitely respect their own terms and pay out according to them. I will now forward your complaint to my colleague Romi (romana.r@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you nick I really appreciate this they keep saying it’s fault at my end and it’s not I’ve checked with my back several times and they have not received anything. It’s so frustrating

Hello Millie19,

My name is Romi, and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Cazeus Casino,

Could you possibly provide additional information regarding the withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Yes that’s fine thank you

No they are still unable to locate this payment

No they can’t locate it and said it is up to whoever sends the payment to retrieve it not myself. So can your end not retrieve this back and then send it again ??

Hi

i have again checked with the head office of the bank. They cannot check with an RNN code. They need an ARN number which is 23 digits long and again they confirmed you can check transactions from your end quicker than 1 can because you sent the payment

Dear Cazeus team,

Could you please reply to the user's post above?

Thank you in advance.

Kind regards,

Romi

Dear Millie19,

Our provider only provides us with the RRN code.

Therefore, we would kindly ask you for bank statement from 18.04.2025 until 10.05.2025. We can then pass it to the provider for a further check.

Please, remember to send this in PDF form.

Best regards,

Cazeus team

Dear Millie19,

You sent us a screenshot of your bank account. We would kindly ask you for bank statement from 18.04.2025 until 10.05.2025.

Please, remember to send this in PDF form.

Best regards,

Cazeus team

Thank you, Cazeus Casino, for the update.

Dear Millie19,

Could you do as requested and inform us whenever there is an update to your case, please?

Thank you.

Respectfully,

Romi

It won’t let me upload on this chat can you help me here

Rome I have emailed the bank statements to you could you pass this on to cazeus. I am unable to do so in this chat it won’t let me attach them

I have also sent my statements to cazeusby email

Dear Millie19,

I am glad you managed it.

Please let us know whenever there is any new information from the casino side.

Thank you in advance.

Respectfully,

Romi

No new information or correspondence

Dear Millie19,

I have some new information from the casino for you. I will paste the message here, as there have been some technical issues they're experiencing and are not able to post anything to the thread.

I hope soon everything will be resolved.

The message from the casino:

"Dear Millie19,

Thank you for providing us with the bank statement. This has been sent to our provider.

We will contact you again as soon as we have an update from them!

We appreciate your cooperation.

Best regards,

Cazeus team"

Please let us know whenever there has been some development.

Thank you in advance.

Best regards,

Romi

Thank you

Dear all,

We are still awaiting an update from our provider.

Your patience, understanding and co-operation in this situation are truly appreciated!

Best regards,

Cazeus team

Dear all,

We are truly sorry about the waiting time. Unfortunately, we are still waiting for an update from our provider.

We have resubmitted our request to them once again.

Thank you so much for your patience! It really means a lot.

Best regards,

Cazeus team

Dear Cazeus Casino,

Please inform us whenever there is an update regarding the situation.

Thank you in advance.

Best regards,

Romi

Dear all,

Your patience is truly appreciated. Sadly, we are still awaiting an update from them. We hope to get one soon!

Best regards,

Cazeus team

Dear Millie19,

We are truly sorry for the inconvenience with the waiting time. We can confirm that your withdrawal has been returned to your balance.

Best regards,

Cazeus team

I would prefer it to go into my bank account please as I would need to spend this before I could withdraw again

Dear Millie19,

We have sent you an email. Please provide us with your bank details there.

Best regards,

Cazeus team

I have sent you details now

Has this been put in my bank yet I have provided all the details ?

Dear Millie19,

We have received your details and they have been forwarded to the relevant department. We will let you know as soon as we have an update from them.

Thank you for your patience.

Best regards,

Cazeus team

I have now received my missing payment. Should I not be entitled to some conpensarion for my wait and the distress this has caused ?

Dear Millie19,

Thank you for providing us with an update. We are glad to hear that you have received your withdrawal.

We are so sorry to hear that this caused you distress. Unfortunately, we will not be providing any compensation.

Our team wishes you all the best for your future activities!

Kind regards,

Cazeus team

Shocking

Thank you, Millie19, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are 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, 

Romi

Casino.Guru