Cazeus Casino - После запроса на закрытие аккаунт игрока остаётся открытым.

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 [email protected]
• 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 [email protected], and at the same time, include me in the copy of the email at [email protected]

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 ([email protected]). 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.

Dear Daniel Pelegrin,

Thank you for your patience during our review.

We are writing to confirm that a refund of 3000 EUR has been authorized.

Please send us the bank details listed below so we may finalize the transfer:

Full Name & Email Address

Bank Account Holder’s Name

IBAN / Account Number

Bank Name & Location (Country)

SWIFT / BIC Code

We will notify you as soon as the payment has been processed.

Best regards,

Cazeus Support

And the previous time, which was under exactly the same circumstances, you don't take that into account, and it's not just that, it's the 5th time you've reopened it under the same circumstances, I'm claiming €3000 from the previous time as well.

Y la vez anterior que es exactamente las mismas circunstancias, esa no la tenéis en cuenta y ya no es esa, esque es la 5 vez que me la reabris en las mismas circunstancias, os reclamo 3000€ de la vez anterior también.

Show me the messages and deposits, and how you've reopened my account countless times, encouraging me to play. I was only claiming €3,000 from the previous incident, and this time the amount exceeded €1,200. I haven't even checked the previous incidents, and if you send the messages and show the account reopenings, the total exceeds €10,000. I request that you refund me, in addition to these €1,300, the €3,000 from the previous incident.

Mostrar los mensajes y los depósitos y como me habéis reabierto la cuenta innumerables veces incitándome a jugar, yo solo os estaba reclamando 3000€ de la vez anterior y lo de esta vez que superaba los 1200 euros, nk e entrado en las veces anteriores que si ustedes mandan los mensajes y muestran las reaperturas superan los 10000 euros. Os pido que me reembolseis aparte de estos 1300€ los 3000€ de la vez anterior

Here are the screenshots again from when you reopened my account. I had only lost €120 and told you to close it again. I confirmed the closure, as you said, and that any positive balance in the account would be lost. Sixteen days passed before you closed it after I spoke with Casino Guru, and in that time I lost well over €3,000. I am claiming €3,000 and want to consider this settled. I have proof on this page that the closure must be permanent because if you reopen my account and tempt me with bonuses, I will claim everything I've lost since you became aware of my problem and reopened it without my consent. I just want to move on.

Aquí os vuelvo a pasar las capturas de cuando me la reabristeis, había perdido solo 120€ y os dije que me la volvierais a cerrar, confirme tal cierre como me dijisteis que el dinero en cuenta que hubiera en positivo se perdaria y pasaron 16 días para que la cerráis a raíz de hablar con casino gurú, y en ese proceso perdí bastante más de 3000€, yo os reclamo 3000€ y quiero dar esto por zanjado y ya tengo la muestra en esta página de que el cierre debe ser definitivo por qué si me la volveis a abrir y me tentais con bonos os reclamaré todo lo perdido desde que sois conocedores de mi problema y me la abrís sin consentimiento. Solo quiero intentar pasar página.

You have now changed it to €3000, but the total for both transactions would be the previous €4300. Please correct this amount and make the transfer.

Ahora habéis modificado a 3000€ pero el total de las dos veces sería los 4300 € pasados, por favor corregir ese importe y hacer la transferencia

The only reason I don't have all the emails from the previous times is because I considered the matter closed and didn't want the possibility of a family member or anyone else seeing them. I've been dealing with this problem for three months now, with medication and therapy, and the first thing he told me was to remove anything that could trigger my gambling. I'm requesting the full amount deposited in the last two unauthorized account openings. You know the total amount, which is even more than the €4,300 I'm claiming, but with that €4,300, I would consider this settled, provided the account isn't reopened and I'm not tempted with bonuses. I look forward to your prompt response.

La única razón por la que no tengo todos los correos de las veces anteriores es por qué lo daba por zanjado y no quería la posibilidad de que un familiar o alguien pudiera ver esos correos. Llevo tres meses tratándome de este problema con pastillas y un psicólogo y lo primero que me dijo que quitara todo lo que pudiera hacerme jugar, os estoy pidiendo el total de lo ingresado en las dos ultimas aperturas sin consentimiento. Ustedes saben el total de ello que es aún más de esos 4300€ que os reclamo pero con esos 4300€ daría esto por zanjado siempre y cuando no se me vuelva a abrir la cuenta ni se me incite con bonos. Espero una pronta respuesta.

To be precise, the amount lost in the last two account openings has been €4,499.29, a figure you can verify yourselves. Please refund this amount, which represents the loss in the last two account openings by you without my consent. If necessary, I will show you my bank statement with these amounts. But I ask you to please put an end to this once and for all, as it is driving me to despair.

Para ser exactos la cantidad perdida en las dos últimas aperturas a sido de 4499,29 €, cuenta que pueden corroborar ustedes mismos. Por favor hagan el reembolso de esa cantidad que es la perdida en las dos últimas aperturas de cuenta por vuestra parte sin consentimiento. Si fuera necesario mostraría mi cuenta bancaria con dichos importes. Pero os pido por favor zanjar esto de una vez que es algo que está acabando conmigo

Dear Dpelegrin,

I kindly request that you avoid posting multiple consecutive messages in the thread, as it can make the conversation unnecessarily lengthy and may lead to confusion. I understand you are frustrated, but this will not help the case in any way whatsoever. Thank you for your understanding.

Dear Cazeus Casino,

Would you be able to provide your thoughts on the player's proposal of €4500? Also, why was the player's account allegedly reopened multiple times?

Okay, excuse me, if you accept the proposal I would consider this settled and I promise not to take any further action against them, as long as my account remains completely closed and I am not further enticed with bonuses.

Vale disculpe, yo si aceptan la propuesta ya daría esto por zanjado y me comprometo a no realizar ninguna acción más contra ellos, siempre y cuando se me mantenga la cuenta totalmente cerrada y no se me incitará más con bonos.

I know I shouldn't overload this with messages, but I need a quick response so we can get this over with. I need that money.

Ya se que no debo sobrecargar esto de mensajes, cazeus casino necesito una respuesta temprana y poder zanjar esto. Necesito disponer de ese dinero.

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.

I want to resolve this peacefully and I believe I've taken steps to do so. I'm suffering from severe depression and anxiety attacks because of this situation, and I need a quick resolution. I've been dealing with this for over a month.

Quiero resolver esto de forma pacífica y creo que e puesto los medios para eso, cazeus casino colaborar, estoy con una fuerte depresión y ataques de ansiedad por esta circunstancia, necesito una resolución temprana llevo más de un mes con esto

I'm at zero and I need the refund. It's been 10 days since the casino's last response, and I'm devastated. I'm having terrible thoughts because if I don't get it soon, my life will fall apart. Please process the refund you approved 10 days ago. You reply to emails sent from other accounts, but not to those from my own account. Today I told you about my worries, and you finally responded via email, even though you're ignoring the other emails. Please, I need to resolve this; it's a matter of life and death for me.

Estoy a 0 y necesito el reembolso, hace 10 días de la última respuesta del casino, y estoy fatal, estoy teniendo malos pensamientos por qué de no llegarme pronto mi vida se derrumba, por favor atender el reembolso que hace ya 10 días aprobasteis, me responden a correos enviados por otras cuentas, pero a los de la propia cuenta no me responden, hoy les e contado mis malos pensamientos y me an contestado mediante correo cuando los demás correos los están ignorando, por favor necesito zanjar esto me supone la vida.

I contacted them from a different email address because I think mine is blocked. They tell me my email isn't in their database and that they closed my account because they have no record of it. Casino-guru, can you help me resolve this? They don't respond to my emails, so when I create a new one, they reply to the second email and say they know nothing about the claim, even though it's been 10 days since they said they would issue the refund and I haven't received anything. Please help me. I know I shouldn't overwhelm you, but I'm desperate because of this situation.

Les he hablado desde otro correo por qué creo que al mío lo tienen bloqueado, me dicen que no consta mi correo en sus bases de datos el que me cerraron la cuenta ya que no les consta nada, casino-guru podéis ayudarme a resolver esto, no responden mis correos y me creo un correo y responden al segundo y dicen no saber nada de la reclamación cuando hace ya 10 días que dijeron que iban a hacer el reembolso y no e recibido nada, por favor ayudarme se que no debo sobrecargar pero estoy desesperado por esta circunstancia

Dear Dpelegrin,

I have reached out to the casino representative outside this thread, and I am hopeful that we will receive an answer soon. I will keep you updated.

Okay, thank you very much. It's been 12 days since they said they were going to refund my account, and they haven't done it or responded at all. I really need that money.

Vale muchas gracias, esque hace 12 días desde que dijeron que iban a hacer el reembolso en cuenta y no lo han realizado ni respondido más, y esque necesito ese dinero muchísimo

Dear Dpelegrin,

Please accept our sincere apologies for the delay in processing your request.

We confirm that your bank details have been forwarded to the relevant department to proceed with the refund of 4,500 EUR. You should receive a further update regarding the status of this transaction as soon as possible.

We sincerely appreciate your patience, understanding, and cooperation. Thank you very much. 

Kind regards,

Cazeus Casino team.

Okay, but I've been dealing with this for a month and a half and I have some payments to make, I need it quickly

Vale, pero eauqe llevo un mes y medio con esto y tengo que atender unos pagos, lo necesito rápido

Dear Cazeus Casino,

Thank you for the reply. We are waiting to hear from you.

Please expedite this process, as receiving this money is vital. I currently have no funds and have been without them for a week. I would be very grateful if you could complete the transfer.

Por favor a acelerarlo ya que es de vital importancia recibir ese dinero, no dispongo actualmente de nada y llevo así una semana. Les agradecería que pudieran consolidar la transferencia.

Looking at the data, I saw that the BIC is incorrect, if necessary.

The correct one is BSABESBBXXX

Everything else is correct. Please process this urgently because, as you can see in the photo, I have absolutely nothing. It's a real need; I need money until I get paid around the 5th. I don't even have enough for a loaf of bread, and they're already demanding payment. Please, I need this urgently. It's been almost two months since I started this process.

Observando los datos vi que está erróneo el BIC si fuera necesario

El correcto es BSABESBBXXX

El resto está correcto, por favor tramitarlo de forma urgente que como pueden ver en la foto no dispongo de nada, esque es una necesidad de verdad necesito disponer de dinero hasta que cobre el día 5 o así no tengo ni para una barra de pan y me están reclamando deuda. Por favor lo necesito urgente voy para dos meses desde que inicie el proceso.

Not receiving this money is causing me a lot of expenses. I'm asking you to make the transfer. My account has gone into overdraft, and all of this is incurring fees and other costs. Please make the payment. I just don't understand why I'm waiting so long. I've been dealing with this for almost two months, and I really need it. This is causing me expenses, anxiety, and stress that only you are creating by not processing the transfer.

Me está generando muchos gastos el no recibir ese dinero, os pido que hagáis efectiva la transferencia, me an puesto la cuenta en negativo ahora mismo y todo eso me acarrea unas comisiones y unos gastos, hacer efectivo el pago por favor. Esque no entiendo tanta espera, llevo casi dos meses con el proceso y esque lo necesito de verdad me está acarreando gastos y una ansiedad y estrés que solo ustedes están provocando por no ejecutar la transferencia

I don't understand why the transfer hasn't been made; I really need that money.

No entiendo el por qué no se a hecho la transferencia, necesito mucho ese dinero.

But how long does it really take to make a transfer? Don't you understand that I urgently need it and I've been in this situation without money for a long time?

Pero que tiempo se tarda en realizar una transferencia de verdad, no entiendes que lo necesito urgentemente y llevo mucho tiempo esta circunstancia sin dinero

Dear player,

Please be advised that your details have been forwarded to the relevant department. We are still awaiting their response, but we are doing everything possible to resolve this for you as quickly as possible.

Kind regards,

Cazeus

I really need it; it can't take so long to make a transfer.

Esque lo necesito no puede ser que conlleve tanto tiempo hacer una transferencia

Please make it happen, because I won't get paid until the 5th and I have absolutely nothing.

Por favor hacerlo efectivo que hasta el día 5 no cobro y esque no tengo nada, absolutamente nada

They asked for my bank details 17 days ago, and I'm desperate. I understand it's a process, but it feels like it's taking too long. And it's a necessity.

Hace 17 días que me pidieron los datos bancarios, esque estoy desesperado, comprendo que lleve un proceso pero esque lo veo demasiado. Y es una necesidad

Not receiving that money is costing me a lot of money; I've already paid over €100 in late fees. I need to receive that money. I don't understand the delay or the reason for postponing the transfer; I need it to be processed.

Me está acarreando muchos gastos el no recibir ese dinero, llevo más de 100€ en intereses por demora. Tengo que recibir ese dinero. No comprendo la tardanza ni la razón por la que se está posponiendo la transferencia, hacerla efectiva.

Dear Cazeus Casino,

I am hopeful that the payment will be carried out as soon as possible. Could you give us an update on the situation?

The wait is causing me anxiety, because I need it now, they've had plenty of time, make it effective today, I need it because I have more than a week left to get paid and I need that money.

Esque me está creando una ansiedad la espera, por qué esque lo necesito ya, que ya an tenido tiempo de sobra, hacerlo efectivo hoy que lo necesito que me falta más de una semana para cobrar y necesito ese dinero.