Cazeus Casino - La cuenta del jugador permanece abierta después de la solicitud de cierre.

I've had problems with gambling. I closed my account, and when I did, they were aware of my issues. I told them, since they had done this before, to close it permanently. They opened it for me without any consideration and sent me bonuses to encourage me to play. After losing a small amount, I asked them to close it, and they told me that the entire positive balance would be canceled. I agreed, but a few days later, my account was still open, and I've lost a lot of money. I need to recover that money.

E tenido problemas con el juego, la cuenta la cerré y cuando la cerré eran conocedores de mis problemas y les dije por qué ya anteriormente lo habían echo que me la cerrarán de forma definitiva. Me la abrieron sin son sentimientos y me mandaron bonos para invitarme a jugar, al perder una pequeña cantidad les pedí que me la cerrarán y me mandaron que todo el saldo positivo de la cuenta se cancelaría y les dije que si , pasados unos días mi cuenta seguía abierta y e perdido mucho dinero. Necesito recuperar ese dinero

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Hello,

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 we can better determine how to assist you.

• Is your account currently accessible to you?
• Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps if available, to my email at tomas@casino.guru
• When was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again with a new self-exclusion request via email at support@cazeus.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Cazeus Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

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

Here I show you the previous closings and how I requested the permanent closing, and also the last closing and the current closing that will not be closed and cause me losses.

Aquí les muestro los cierres anteriores y como solicitaba el cierre permanten, y tb el último cierre y el conforma el cierre actual y que no se me cerrará y me ocasionará perdidaa

Thanks for your patience.

• Did you disclose suffering from gambling addiction earlier than January 29th 2026?
• Would you be able to share with me any supporting evidence of that with timestamps available?
• Is your player's account accessible to you?

Looking forward to your reply.

These are the last ones I have, but they were aware of my problem, and I asked them to close it permanently. At that time, I had only lost €120 in these emails. They replied saying that the money in the account and so on wouldn't be worth anything, and I immediately told them to close it.

After several days I continued to receive bonuses and it wasn't closed, which led me to lose a lot of money. If it had been closed permanently the previous time as I told you, it wouldn't have happened. If this time, when I had lost €120, they had closed it as I confirmed, it wouldn't have happened.

My account was closed after I spoke with you. I need help; I need to recover some of that money, as that amount isn't even half of what I lost. And I don't want my account reopened, as they've been doing for the past few months.

Estás son lo ultimo que tengo pero ellos eran conocedores de mi problema, y les solicité por ello que me la cerrarán de forma permanente, en ese momento se estos correos solo había perdido 120€ me contestaron diciendo que el dinero en cuenta y tal y tal no valdría y enseguidas les dije que si que la cerrarán.

Al paso de varios días seguía recibiendo bonos y no se me cerraba lo cual me llevo a perder muchisimo díneor, si se me hubiera cerrado la vez anterior de forma permanente como les dije no hubiera pasado, si está vez cuando llevaba perdidos 120€ la hubieran cerrado como les confirme no hubiera pasado.

Me la a an cerrado a raíz de hablar con ustedes . Necesito ayuda, necesito recuperar parte de ese dinero ya que ese dineorn no es ni la mitad de lo perdido. Y que no me reabran más la cuenta como me llevan haciendo en los últimos meses.

They just sent me this; they've reopened my account and are sending me bonuses again, enticing me to play. They're laughing in my face. This is the fifth time they've done this. Please help me get my money back and have them close my account once and for all.

Me acaban de mandar esto me an vuelto a reabrir la cuenta y mandándome bonos otra vez incitándome a jugar, se ríen de mi en mi cara, es la 5 vez que me lo hacen por favor ayudarme a recuperar el dinero y a qué me la cierren de una vez por todas

I'm attaching these so you can see that after telling me two weeks ago or less that they were closing my account because of my gambling problems, they reopened it and keep offering me bonuses to tempt me.

Le adjunto estás para que vean que después de decirme hace dos semanas o menos que me la cierran por mis problemas con el juego me la reabren y me siguen ofreciendo bonos para tentarme

Dear Dpelegrin,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.v@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Dpelegrin,

My name is Michal, and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

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 issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

Thank you very much. I requested the account closure again since they reopened it and sent me bonuses, but I haven't received a response yet.

Muchas gracias, mes volví a solicitar el cierre de la cuenta desde que me la han reabierto mandándome bonos y no e recibido respuesta de momento

They still have my account open, I haven't deposited anything but I haven't received either the closure or a response.

They just want me to lose my money. They know about my problem and they're reopening my account just so I lose everything.

Aún me mantienen la cuenta abierta, no e ingresado nada pero esque no e recibido ni el cierre ni contestación.

Solo buscan que pierda mi dinero. Son conocedores de mi problema y me la reabren solo para eso para que lo pierda todo.

Dear  Dpelegrin,

We are sorry to hear about this situation.

Please inform us the email associated to your gaming account so we can find it and solve it as soon as possible.

The email provided is not registered with us.

Cazeus

I sent this complaint by email and received no response from you. Even now, my account remains open, despite having requested its permanent closure for months due to my issues with the game.

Está reclamación se las mandé por correo y no obtuve respuesta por vuestra parte, incluso ahora mismo tengo la cuenta abierta cuando llevo meses diciendo que se me cierre d forma permanente por mis problemas con el juego

I've lost another 400-something euros. Why don't you close my account if you know about my problem? Why is the only thing you care about taking money from those of us who have this disease?

E vuelto a perder 400 y pico euros, por qué no me cerráis la cuenta si saben de mi problema, por qué lo único que os importa es sacar dinero a los que tenemos está enfermedad

This is what they sent me last time; I don't have the ones from previous months because I deleted them.

Esto me mandaron la ultima vez, los de meses anteriores no los tengo por eliminarlos.

What I don't understand is why the account is still open. On February 28th, I requested that it be closed again, I haven't received a response, and I continue to lose money. Please, Casino Guru, intervene so that I don't continue losing money.

Lo que no entiendo que siga abierta la cuenta, el día 28 de febrero solicité que se cerrada otra vez, no e recibido respuesta y sigo perdiendo dinero, por favor casino gurú mediar para que no siga perdiendo dinero

I keep losing money, please close my account

Sigo perdiendo dinero, por favor cerrarme la cuenta

I've lost another €1200 since they reopened my account with the screenshots I sent them. I keep sending them emails asking them to please close it, return my €4200, and close my account permanently.

E perdido 1200€ más desde que me la reabrieron con las capturas que les mandé, no paro de mandarles correos de que me la cierren por favor devolverme mis 4200€ y cerrarme la cuenta de forma definitiva

Dear Cazeus Casino,

Could you inform us about the situation? Why was the player's account not yet closed?

They just closed it on me

Thank you

Me la acaban de cerrar

Gracias

Dear Daniel,

Thank you for reaching out. We are sorry to hear about the situation you have described.

Please be advised that your account has been permanently closed and will not be eligible for reopening.

Regarding the specific concerns you raised, we have escalated this matter to our Management Team for a formal review. We will get back to you with a final update as soon as a resolution is reached.

Kind regards,

The Cazeus Team

If by chance there is any doubt about the previous €3000, which there shouldn't be because it's the same situation, the last €1200 shows that it was you. I have this damn disease that I can't stop; I lose €100 and I don't know how to stop until I lose everything, and you knew it. I have lost more than €25,000 in your casino since I first opened the account. I am only requesting what I lost in the last two unauthorized account openings, after having specified that the account should be permanently closed, knowing my problem.

I just want to put this matter to rest and try to change this mindset and this harm I've done to myself for so long.

Si por casualidad hay algún ápice de duda en los 3000€ anteriores que no debe haberlo por qué es la misma circunstancia, en la últimos 1200€ se muestra que han sido ustedes, tengo esta mierda de enfermedad que no puedo parar que pierdo 100€ y no se parar hasta que lo pierdo todo y ustedes lo sabían, llevo perdido en su casino más de 25000 euros desde que abrí la cuenta por primera vez, solo les solicito lo perdido en las dos ultimas aperturas sin permiso y habiéndoles especificado que la cuenta fuera cerrada de forma permanente conocedores de mi problema.

Solo quiero zanjar este asunto e intentar cambiar esta mentalidad y este mal que me e echo Ami mismo durante tanto tiempo.

Dear Dpelegrin,

I understand your frustration. I am sincerely hopeful that together, we will be able to come to a successful resolution of this complaint. Your patience is greatly appreciated.

Dear Cazeus Casino,

Please keep us informed. We are looking forward to your reply.