Cazeus Casino - El retiro del jugador se retrasa y no se aborda.

I requested a withdrawal for the indicated amount, and it took a week for them to send me an email stating the withdrawal was complete, but I never received the credit in my account.

They insist they made the transfer, but I've requested proof in more than 20 email and chat contacts.

The answer is always the same, that they will send it to me shortly, but I haven't received anything yet.

Now they've stopped answering my emails, and the chat is a waste of time, since the bot's responses are always the same.

I can't think of any mechanism to use to demand my money back.

Solicité el retiro del monto indicado y tardaron una semana en enviarme un correo que decía retiro completado, pero nunca recibí el abono en mi cuenta.

Ellos insisten en que hicieron la transferencia, pero les he solicitado el comprobante en más de 20 contactos que he hecho por correo y chat.

La respuesta siempre es la misma, que me lo enviarán a la brevedad, pero no he recibido nada aún.

Ahora dejaron de contestar mis correos, y el chat es una pérdida de tiempo, ya que en todas las ocasiones las respuestas del bot son las mismas.

Ya no se me ocurre que mecanismo usar para exigir la devolución de mi dinero.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Cazeus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot of what the transaction looks like in the withdrawal history found in your player's account? Be sure to include the status of the transaction and time on the screenshot if available.
• Have you ever withdrawn winnings from the casino successfully?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your most recent communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear CPBRAVO101,

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.

Hi Tomás, I sent you an email with the background information you requested.

Thank you so much,

CPBRAVO101

Hola Tomás, te envié correo con los antecedentes que me solicitas a tu correo.

Muchas gracias,

CPBRAVO101

Thanks for your reply and the submitted information.

• Could you please share the bank statement from May 2025 as evidence that the payout hasn't yet reached your bank account?
• Did the casino request similar evidence from you to investigate the missing payout?
• My email is tomas@casino.guru

Dear CPBRAVO101,

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.

Hi Tomás, I sent the requested information by email.

Greetings and thanks,

Hola Tomás, envié por correo lo solicitado.

Saludos y gracias,

Thanks for your patience.

Do I understand correctly that the payout from the casino reached your bank account on June 6th in an amount of less than 50% of the expected amount?

Did you ask the casino for an explanation?

Hello, I asked the casino for an explanation from the start. The first thing I wanted to be assured was that I would be paid in my local currency, which they confirmed was true. But that wasn't the case.

My bank tells me that since I received the money in another currency, fees and other costs may have been applied.

Hola, desde un comienzo le pedí explicación al casino. Lo primero que quise que me aseguraran es que me pagarían en mi moneda local, lo que ellos me confirmaron afirmativamente. Pero eso no fue así.

Mi banco me dice que es probable que al haber recibido el dinero en otra moneda pueden haber aplicado comisiones y otros costos.

Thanks for your explanation.

I understand your concern; however, I'm not quite sure how we could assist you. Transaction fees and conversion rates are not something that we or the casino can influence.

If the payment was made but the fees were subtracted, and the exchange fees were applied, we can't intervene.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to close your complaint.

I wish I could be of more help. Thank you in advance for your reply and understanding.

It's important to note that the casino informed me they paid winnings in the local currency, the same currency I used to deposit. I would never have deposited if I had known they paid with a different exchange rate. If you ask them, they guarantee they'll pay you in your currency. Therefore, I demand that they cover the amount charged by the bank, because they didn't deliver on their promises. If I had deposited in Chilean pesos, the bank wouldn't have charged anything.

Es importante resaltar que el casino me informó que ellos pagaban las ganancias en la moneda local, con la misma que yo aboné. Nunca hubiera depositado si hubiese sabido que ellos pagaban con otro tipo de cambio. Si tu les preguntas te garantizan que te pagarán en tu moneda. Por tanto yo exijo que ellos asuman lo cobrado por el banco, porque ellos no cumplieron con lo que ofrecen. Si me hubiesen depositado en pesos chilenos el banco no aplicaría ningún cobro.

I understand this must be disappointing for you. Sadly, we are unable to confront the casino regarding this particular issue.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.