Cazeus Casino - La cuenta del jugador debe cerrarse debido a autoexclusión.

They let me play at Cazeus Casino even though I was officially self-excluded in Spain (RGIAJ).

This is a serious lack of responsibility

In addition to the frustration and stress caused, I broke my phone screen. I request an immediate refund of my deposits and the permanent closure of my account. I will not comply with this injustice without publicly denouncing it.

Me dejaron jugar en cazeus casino estando oficialmente autoexcluido en españa (RGIAJ)

esto es una grave falta de responsabilidad

ademas de la frustración y el estrés causado me llevaron a romper la pantalla de mi teléfono.Pido el reembolso inmediato de mis depósitos y el cierre definitivo de mi cuenta.No cumpliré con esta injusticia sin denunciar públicamente

Dear llorca1999,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

Please understand that Cazeus Casino does not operate with a license issued by Spain, therefore, they do not have access to the national register. In other words, because Cazeus Casino operates without a necessary license, it is not possible for them to comply with Spain-specific responsible gambling measures, such as the national registry. Unfortunately, for this reason, we are unable to help you claim reimbursement for your losses unless you informed the casino about your gambling problem before depositing.

• Could you please advise if you have ever informed the casino about your gambling problem?
• Also, do I understand correctly that you currently have access to your casino account?

Thank you for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Thank you for your reply.

I confirm that I never informed the casino about my gambling problem before making deposits, as at the time I was not fully aware of the seriousness of the situation.

Also, yes, I currently still have access to my casino account.

I appreciate any additional guidance you can offer, although I understand the limitations due to the lack of a license in Spain.

Gracias por su respuesta.

Confirmo que nunca informé al casino sobre mi problema con el juego antes de realizar depósitos, ya que en ese momento no era plenamente consciente de la gravedad de la situación.

Además, sí, actualmente aún tengo acceso a mi cuenta en el casino.

Agradezco cualquier orientación adicional que puedan ofrecerme, aunque entiendo las limitaciones existentes debido a la falta de licencia en España.

Thank you for your reply, llorca1999. Since you still have access to your casino account, I recommend that you request self-exclusion from this casino as soon as possible. I checked the Responsible Gambling section and I found this:

Self-exclusion request: you can contact Support Service Team via e-mail: support@cazeus.com, and we will close your account within next 24 hours. It's the player's responsibility to notify our Website of any other accounts the player might have and promise not to open any other accounts. Our Website will make reasonable efforts to try to prevent the opening of new accounts but it's the player's sole responsibility to make sure no other accounts are created. Our Website cannot be held accountable for potential losses on other accounts;

When applying for self-exclusion, state clearly the reason why you want your account to be deactivated and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable, as casino support receives many requests per day; hence, if it’s visibly marked, you stand a better chance of having your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to Cazeus Casino (support@cazeus.com) and keep me informed about any further developments. Thank you in advance.

I already sent them an email to close my account yesterday but it's still open.

Ya les envíe un correo para que me cerrasen la cuenta ayer pero sigue abierta

Can you please forward the self-exclusion request to me? If there is any follow-up communication between you and the casino, please forward it too. My email address is kristina.s@casino.guru. Thank you in advance.

Dear llorca1999,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru