Cazeus Casino - La cuenta del jugador ha sido cerrada.

Hello

So, classic situation with this company, they close the account and ask for verification, I provided everything they asked for, super selfies with backgrounds and dates, there was no bonus in the account, but they never return my deposit and stopped answering my questions. The same thing happened to a friend but under a different name they returned the deposit.

Hei

Eli klassinen tilanne tän firman kanssa, sulkevat tilin ja pyytävät varmistuksen, toimitin kaikki mitä pyydettiin super selffiet taustoineen päivineen, mitään bonusta ei tilillä ollut, mutta eivät koskaan palauta talletustani ja lopettivat vastaamisen kyselyihini. Tutulla kävi sama mutta eri nimisen sivun alla palauttivat talletuksen.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• When exactly was your account blocked, and what reason did the casino state for the closure of your account?
• Have any of your documents been approved for verification?
• What types of games did you play shortly before your account was closed?
• When was the last time the casino communicated with you, and what was your conversation about?

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

Best regards

Veronika

Hei tämä oli ainut kommunikaatio mitä sain sieltä ja lähetin kaikki tiedostot sinne, eivät vaan koskaan laittaneet rahoja minulle.

Dear H. T.,

We would like to request the following documents and information in order to verify your account:

- A photo of your passport or any other government ID (i.e. driving license).

- Selfie 

- Screenshots (x4) of your MiFinity wallet (pages with your personal data, account number (usually starts with 5001) ,email address and address.

- A selfie photo of yourself holding in hands your passport or any other government ID (i.e. driver license) against the background of our site.

- The transaction history of your MiFinity account from 04.10.25 to 04.11.25 which should prove the source of the funds in your gaming account. All information on the screenshots (dates, transaction details, browser address bar, browser window) should be clearly visible.

We kindly ask you to make sure that the photos or screenshots you send are of good quality and readability, all four corners of any documents are fully visible, and that documents are sent in the format of photos, not scan copies. Thank you in advance!

Please send all necessary documents to support@Cazeus.com, indicating your login in the of the e-mail.

You can rest assured that any information you share with us will be treated confidentially and will not be disclosed to anyone outside of our Casino.

If you have any additional questions, please do not hesitate to contact us via email support@Cazeus.com or via Live Chat.

Best Wishes,

Cazeus.com Financial Department

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Ja mitä kaverilta kysyin näistä firmoista sanoi että tietää niiden sulkevan tilit siinä kohtaa kun heidän mielestään olet voittanut liikaa heidän alustalla. Eli NovaForge Ltd ja vastaavat eivät halua minua sinne. Eivät antaneet mitään syytä minulle henkilökohtaisesti, ainut palvelu on ollut tuo varmistus ja sen jälkeen täydellinen "ghostaus"

Tein käteisellä ihan vaan 195e edestä vetoja ja sen jälkeen vähän kasinolla jos muistan oikein ja yritin nostaa 195e, mitkään tervetulo bonukset ei toiminut enää.

Mitä yrittänyt kysellä milloin laittavat mulle mun rahat vastaust on ollut tämä:

,,,,,,

Hei H.,

Kiitos yhteydenotostasi asiakaspalveluumme.

Tiimimme käsittelee asian kymmenen arkipäivän sisään käyttöehtojemme mukaisesti.

Jos sinulla on lisäkysymyksiä, ota rohkeasti yhteyttä takaisin sähköpostitse support@cazeus.com tai LiveChattiin ja autamme sinua mielellämme.

Parhain terveisin,

Cazeus.com

,,,,,,,,,,,,

Really, that 195 euros in cash is still stuck with these robbers

Tosiaan edelleen tuo 195 e käteistä jumissa näillä rosvoilla

Thank you for your reply. Just to clarify, did you accumulate your winnings from sports betting, and has the casino indicated that they will only refund your deposit after you complete the account verification?

The deposit was wagered 1x in sports and casino and they said they would deposit the money once the account was verified. The account was verified, but no money has appeared.

Talletus oli kierrätetty sen 1x urheilussa ja kasinolla ja sanoivat että laittavat rahan kun tili on varmistettu. Tili on varmistettu, rahaa ei ole näkynyt.

Hello hannukki,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear hannukki,

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. In the meantime, if there have been any updates since your last message, please feel free to share them here in the thread or via email at petronela.k@casino.guru. You can also forward any relevant communication directly to me.

Thank you for your understanding.

okay

okei

Hi hannukki,

I’m sorry to hear about your experience, especially since you mentioned that you completed the verification process but have not received your funds.

To better understand the situation and proceed with the investigation, I would like to clarify a few important points:

• In your initial message, you mentioned that a similar situation happened to your friend "under a different name." Could you please clarify what you meant by this?
• After submitting all the requested documents, did you receive any confirmation from the casino that your account was successfully verified?
• When was the last time the casino responded to you, and did they explicitly confirm that the funds would be paid after verification?

If you have any additional communication or confirmation emails regarding your verification, please feel free to share them here or forward them directly to petronela.k@casino.guru.

Thank you.

So, an acquaintance had the same problem with the same company's website, same company, different website address, i.e. sister casino. But they paid the money as they were supposed to, now they haven't paid me even though they said they would.

The account has been verified and the payment was supposed to come, but for some reason they decided to steal my money.

Siis tutulla tuli sama ongelma saman firman sivun kanssa, sama firma eri nettisivuosoite eli sisar kasino. Mutta ne maksoi rahat niin kuin pitikin, nyt mulla ne ei ole maksanut vaikka sanoivat maksavan.

Tili on vahvistettu ja se maksun piti tulla mutta jostain syystä päättivät varastaa rahani.

Hi hannukki,

Thank you for your reply and for the additional information provided.

In order for us to proceed further with your case, I would like to kindly ask you to provide a bit more supporting evidence.

Could you please forward:

• the confirmation that your account was successfully verified, and
• any related communication with the casino where they confirmed that the payment would be processed after verification?

These documents are very important for us to properly assess the situation and to present your case to the casino.

You can upload them here or send them directly to petronela.k@casino.guru.

Thank you.

Dear hannukki,

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, I can't confirm this with the Casino as they are not responding to my contact requests, they have Ghosted me and stolen my deposit

Hei, en pysty varmistamaa Casinolta asiaa kun eivät vastaa yhteydenotto pyyntöihini, ovat Ghostaneet minut ja varastaneet talletukseni

Hi hannukki,

Thank you for your reply. I’m sorry to hear that the casino has stopped responding to your requests.

I have now also reviewed the screenshot you shared from your email communication with the casino. According to the screenshot, I can see that the casino requested several verification documents, including selfies, MiFinity screenshots, proof of funds, and a selfie with your ID in front of the casino website. I can also see that you replied with multiple attachments and stated that all requested documents had been sent.

In order for me to better assess the situation, could you please forward the exact selfies, screenshots, and documents that you sent to the casino directly to petronela.k@casino.guru?

I would specifically like to review whether the documents and selfies were of sufficient quality and whether everything requested by the casino appears to have been provided correctly and clearly.

I would also like to clarify a few additional details:

• When exactly did the casino request these verification documents and selfies? The email screenshot appears to be dated November 2025, so I would like to confirm the timeline.
• Did you send all requested documents shortly after receiving the request, or was there any longer delay?

Thank you in advance.