Cazeus Casino — player complaints: 5 in English

The player from Germany had his original account closed months ago and was pressured to open a new account with a bonus. After losing over €1000, he requested to close the new account on October 30, but the casino initially refused, resulting in further losses. It was only after multiple contacts that they finally complied with his request.The player from Germany had his original account closed months ago and was pressured to open a new account with a bonus. After losing over €1000, he requested to close the new account on October 30, but the casino initially refused, resulting in further losses. It was only after multiple contacts that they finally complied with his request. Written by AttilaComplaint Specialist Submitted: 01 Nov 2026 | Resolved : 03 Nov 2026Automatic translation:

The player from Hungary requested a withdrawal of his winnings on September 20, 2026, after confirming with Cazeus customer support that withdrawals were processed within three business days. Despite the timeframe, he had not received his funds and only received vague responses from customer support about the status of his withdrawal. We explained that withdrawals could take longer due to KYC checks or a high volume of requests and asked him to wait at least 14 days before escalation. The complaint was then marked as resolved after he confirmed receipt of a solution and closed the case.The player from Hungary requested a withdrawal of his winnings on September 20, 2026, after confirming with Cazeus customer support that withdrawals were processed within three business days. Despite the timeframe, he had not received his funds and only received vague responses from customer support about the status of his withdrawal. We explained that withdrawals could take longer due to KYC checks or a high volume of requests and asked him to wait at least 14 days before escalation. The complaint was then marked as resolved after he confirmed receipt of a solution and closed the case. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 24 Sep 2026 | Resolved : 25 Sep 2026Automatic translation:

The player from Finland had submitted a withdrawal request less than two weeks before contacting us. Winnings had not been obtained up to that day. The delay had been explained as a common occurrence due to KYC verification or high withdrawal volumes, and the player had been advised to wait at least 14 days before filing a complaint. After the recommended waiting period, the player confirmed that the issue had been resolved. The complaint was marked as resolved following the player's confirmation.

The player from Spain faced issues with his account at Cazeus, where a welcome bonus disappeared after his first deposit, and he was subsequently restricted from placing bets. His account was then put under review pending verification, yet he struggled to provide the required selfie with his ID due to a lack of guidance from customer support. The Complaints Team investigated and found that the player had failed to provide the requested selfie verification within the mandatory 30-day timeframe despite multiple clarifications and opportunities from the casino. The player’s lack of timely and full cooperation with the casino’s KYC and AML procedures led to the casino permanently deducting his account balance in accordance with their terms. Consequently, the complaint was rejected due to insufficient cooperation by the player in regards the KYC and AML procedures, and the casino’s actions were deemed not unfair.

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