Cazeus Casino - Ο λογαριασμός του παίκτη βρίσκεται υπό έλεγχο και η πρόσβαση σε αυτόν είναι περιορισμένη.

Hello, it's been about two months since I made my first deposit at Cazeus, and something strange has happened at this casino. They offered me a welcome bonus, but when I made the deposit, the bonus disappeared, and to my surprise, they wouldn't let me place any bets either. I thought, "That's weird, what's going on?" I contacted customer support, and they told me they reserve the right to grant the welcome bonus and to decide who can play at their casino. I said, "Okay, then I'll proceed to withdraw the money," and boom, my account is under review. They've asked me to verify my account and have requested documents to send. I sent all the documents except one, and I'm asking for explanations on how to do it. They haven't given me any explanation or help on how to do it, and on top of that, they've given me an ultimatum: if I don't submit it by a certain date, certain things could happen.

It's a selfie with my ID and the Cazeus website in the background. Since I accessed Cazeus from my mobile phone, I asked for instructions on how to take the selfie so that the Cazeus website is visible, but also so that I and my documents are visible at the same time, and I only have one phone for this. I contacted customer service several times, and they didn't know what to do and referred me to an email address where they sent me the following: Dear Nicusor,

We hope you find this email in good health!

We inform you that we initially asked you to provide us with a selfie in which you appeared holding your official identity document, with our website in the background, on April 2, 2026.

We are informing you that the 30-day period for compliance has expired. Therefore, you are in breach of clause 5.3 of our Terms and Conditions.

If we do not receive the required documentation by May 18, 2026, we will be obliged to proceed in accordance with clauses 5.3 and 9.4, which includes deducting the remaining balance due to non-compliance with our terms and conditions.

In addition, we would like to draw your attention to the following aspects of the General Terms and Conditions, which you accepted when creating your account on our website:

5.1 - You must provide us with all the information we request to manage your account, verify your identity, or the origin of the funds deposited into it. This includes (but is not limited to) a duly certified identity document, proof of address, proof of ownership, and transaction history of the payment methods used, including bank or credit/debit card statements, etc.

5.3 - You must provide these documents and information within 30 (thirty) days of the request. We reserve the right to withhold payment and/or suspend your account until you provide the requested documents and information, and to permanently close your account if you fail to do so within this timeframe. We will generally verify your documents and information within 10 (ten) days of receiving your complete response to our request; however, depending on the circumstances and complexity of each case, additional time and/or verification may be required to complete the process.

9.4: - If we have reasonable suspicion that you have engaged in fraud, any illegal or improper activity, or have otherwise breached the Terms, we reserve the right to take any of the following actions, at our sole and absolute discretion, with or without prior notice:

<...>

Void any profits earned, cancel any pending withdrawals, and confiscate the real money balance in your account;

Hola, hace aproximadamente 2 meses que hice el primer deposito en cazeus y ha pasado algo raro en este casino, me ofrecian un bono de bienvenida pero cuando hice el deposito el bono de bienvenida ha desaparecido y sorpresa tampoco me dejaban apostar, digo que raro, que esta pasando? contacto a atencion al cliente y me dicen que se rezervan el derecho a dar el bono de binevenida y se reservan el derecho a quien deja jugar en su casino y digo bien entonces voy a proceder a retirar el dinero y bum cuenta en revision y me han pedido verificar la cuenta y me han pedido documentos que enviar y envie todos los documentos excepto uno que estoy pidiendo explicaciones de como hacerlo y no me da ninguna explicacion o ayuda de como hacerlo y encima vienen a dar ultimatum que si no lo entrego hasta tal fecha pueden pasar x cosas.

Se trata de selfie con mi documento de identidad y con el sitio de cazeus de fondo, dado que he accedido a cazeus desde el movil he pedido explicaciones como hacer la selfie desde el movil y que se vea el sitio de cazeus pero que tambien me vea yo y mis documentos al mismo tiempo y que solo tengo un movil para esto.Contacte varias veces a atencion al cliente y estos no saben que hacer y me derivan a un correo electronico donde me envian lo siguente:Estimado Nicusor,

¡Esperamos que encuentre este correo electrónico con buena salud!

Le informamos que inicialmente le solicitamos que nos proporcionara una selfie en la que apareciera sosteniendo su documento de identidad oficial, con nuestro sitio web de fondo, el 2 de abril de 2026.

Le informamos que el plazo de 30 días para cumplir con lo estipulado ha expirado. Por lo tanto, usted se encuentra incumpliendo la cláusula 5.3 de nuestros Términos y Condiciones.

Si no recibimos la documentación requerida antes del 18 de mayo de 2026, nos veremos obligados a proceder de conformidad con las cláusulas 5.3 y 9.4, lo que incluye la deducción del saldo restante debido al incumplimiento de nuestros términos y condiciones.

Además, deseamos llamar su atención sobre los siguientes aspectos de los Términos y Condiciones Generales, que usted aceptó al crear su cuenta en nuestro sitio web:

5.1 :- Debe proporcionarnos toda la información que le solicitemos para gestionar su cuenta, verificar su identidad o el origen de los fondos depositados en ella. Esto incluye (pero no se limita a) un documento de identidad debidamente certificado, comprobante de domicilio, comprobante de propiedad e historial de transacciones de los métodos de pago utilizados, incluidos extractos bancarios o de tarjetas de crédito/débito, etc.

5.3 :- Debe proporcionar estos documentos e información dentro de los 30 (treinta) días posteriores a la solicitud. Nos reservamos el derecho de retener el pago y/o suspender su cuenta hasta que proporcione los documentos e información solicitados, y de cerrar su cuenta de forma permanente si no lo hace a tiempo. Generalmente, verificaremos sus documentos e información dentro de los 10 (diez) días posteriores a la respuesta completa a nuestra solicitud; sin embargo, según las circunstancias y la complejidad de cada caso, podría ser necesario tiempo adicional y/o verificaciones para completar la verificación.

9.4 : - Si llegamos a tener una sospecha razonable de que usted ha participado en un fraude, cualquier actividad ilegal o indebida, o ha incumplido de otro modo los Términos , nos reservamos el derecho de tomar cualquiera de las siguientes medidas, a nuestra entera y absoluta discreción, con o sin previo aviso:

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Anular cualquier ganancia obtenida, cancelar cualquier retiro pendiente y confiscar el saldo de dinero real de su cuenta;

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 your complaint. I’m sorry to hear about your negative experience with Cazeus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have other devices where the casino's website can be accessed from, such as a different phone, a personal computer, or a smart TV?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please forward the communication with the casino regarding the verification requirements? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Hello,

I have a computer, but I can't access Casino Cazeus from it; it seems to be blocked by geolocation and phone number. I was able to access Casino Cazeus from my mobile phone.

I sent all the documents they asked for, ID, selfie, card, etc., but they're asking for a selfie with my documents in my hand and that shows Casino Cazeus. I've asked several times, both by chat and email, how I could do this and they haven't given me any explanations, however they have given me ultimatums.

I haven't played anything at the casino, neither slots, nor roulette, nor betting.

I will forward the email conversation with the casino representative to the email address you provided.

Hola,

Dispongo de ordenador pero no se puede acceder a casino cazeus desde el ordenador, parece que esta bloqueado por geolocalizacion y telefono. Yo accedi a cazino cazeus desde el movil.

Envie todos los documentos que me han pedido, dni, selfie, tarjeta,etc pero me piden selfie con mis documentos en la mano y que se vea casino cazeus , he pedido varias veces tanto por chat como por correo como podria hacer esto y no me han dado explicaciones sin embargo me han dado ultimatums.

No he jugado a nada en el casino, ni tragaperras, ni ruleta ni apuestas.

Voy a reenviar la conversacion por correo electronico con el representante del casino al correo que me has indicado.

Thanks for your patience and for the information you provided.

Could you please explain what is the meaning of this photo you provided to the casino during verification on May 13th?

Looking forward to your reply.

Hello,

The photo shows the back of my ID card.

Hola,

En la foto es la parte trasera de mi dni.

Hello,

I just received a new email from the Cazeus representative and I've forwarded the conversation to you.

Hola,

Acabo de recibir un nuevo correo del representante de cazeus y te he reenviado la conversacion

Dear ceausescu,

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 magoman,

My name is Michal, and I have taken over handling your complaint. I have reviewed the case and will be reaching out to the casino to gain further clarity on the situation and explore whether I can assist in resolving it.

We would like to invite Cazeus Casino to join the conversation.

Dear Cazeus Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] for an independent review.

Thank you in advance.