Cazeus Casino - Das Spielerkonto wurde entgegen der Anfrage nicht geschlossen.

Ladies and Gentlemen

After writing 4 times

Account permanently closed. Reason: addiction, family problems due to gambling. My account is still open. Please help. I contacted the casino four times on January 27, 2026. Please see screenshot.

refund

Sehr geehrte Damen und Herren

Nach 4 mal anschreiben

Account schließen dauerhaft Begründung süchtig Familien Probleme wegen Spiel ist mein Account immer noch offen bitte um hilfe und habe das casino am 27.01.2026 angeschrieben 4 mal bitte Screenshot entnehmen

Rückerstattung

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.

• Have you previously communicated with the casino’s customer support via email?
• Have you tried reaching out to the casino regarding your self-exclusion request through other communication channels, such as live chat?
• Have you completed the full KYC verification at this casino?
• Have you sent multiple self-exclusion requests via email after your initial request went unanswered?
• Did you make sure to use the correct email address for your self-exclusion requests?

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

I tried everything.

Habe alles versucht

I've written to them several times without a response.

Please help, it's now 600 euros, total loss is over 2000 euros.

Mehr mals angeschrieben ohne Reaktion

Bitte um Unterstützung jetz sind es 600 Euro schon gesamt verlust liegt über 2000 euro

Please forward me the entire emails between you and the casino customer support regarding your account closure requests at veronika.f@casino.guru. I appreciate your patience and cooperation.

Hi Veronika, I've forwarded all the emails to you.

Hallo Veronika habe dir alle Email weitergeleitet

Dear besarion

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, Munya (munya.s@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,

Veronika

Dear besarion,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from Cazeus Casino to join this conversation and assist in addressing the complaint.

Dear Cazeus Casino,

Could you please provide your comments regarding this matter?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear all,

We truly appreciate your patience.

We would like to inform you that we are working on the request with the highest priority. Once there is any update, we will inform you immediately.

Best regards,

Cazeus team

Cazeus Casino

Thank you for your response and for your willingness to address this matter. A timely update would be greatly appreciated.

Dear all,

Thank you for your patience.

We kindly inform you that we reviewing your case with the relevant department.

Moreover, we would like to assure you that we will notify you promptly once there is an update.

Kind regards,

Cazeus

Cazeus Casino

I look forward to your update and the prompt resolution of this matter.

Dear besarion,

We truly appreciate your patience.

We would like to inform you that we have contacted you via email. Please check it when possible.

Best regards,

Cazeus Team

Dear All,

I acknowledge the private communication that took place between the casino and the player. I would be grateful if the player could provide an update following this exchange. Thank you.

Hello Mundart, I haven't received anything. What should I reply to?

Hallo Mundart habe nichts erhalten auf was soll ich antworten

besarion

Have you not received any email from the casino?

besarion

Thank you for sharing. Kindly update once you receive the funds.

Naturally

Natürlich

I haven't received anything yet.

Habe bis jetz nichts erhalten

Cazeus Casino

An update from your side would be greatly appreciated. Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear besarion,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Munya