Cazeus Casino - Ο παίκτης ζητά βοήθεια σχετικά με το πρόβλημα επιστροφής χρημάτων.

I would like to contact one of your moderators as I have been unable to reach an agreement with Cazeus Casino regarding a refund issue. Despite several emails, after informing them of my gambling vulnerability and documented pathological gambling disorder (supported by a psychiatric report), they ignored my concerns and abused my deposits. Please contact me via email.

Me gustaria contactar con uno de vuestros moderadores ya que no he llegado a un acuerdo con el casino cazeus mediante varios emails para un problema de devolucion despues de avisarle de mi problema de vulnerabilidad ante el juego y trastorno por juego patologico demostrado con informe psiquiatrico hicieron caso omiso y abusaron de mis depositos. Ponganse en contacto conmigo via email por favor

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Dear Franciscojesusrod,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at [email protected].

Thank you in advance for your cooperation.

Best regards,

Veronika

Hello, I have sent the emails to the email address you sent me, but I haven't received a response from you.

Hola le he mandado los emails a l direccion de correo q me envio pero no he obtenido respuesta por su parte

?

Thank you for your emails.

Could you please specify when you first contacted the casino’s customer support to inform them about your gambling addiction and request self-exclusion?

In particular, was this request made before you deposited and lost funds, or only after the funds were lost during regular gameplay?

The self-exclusion request was submitted after losing a lot of money. I explained my problem and sent them documents clearly showing my addiction issues, signed by my psychiatrist. After not receiving a response for several days, I gambled a lot of money again, losing everything due to my impulsiveness. That's why I'm complaining, because requesting my exclusion was a way for me to take responsibility for my actions, and they ignored it, causing me psychological and financial harm.

La solicitud de autoexclusion se mando después de mucho dinero perdido les comenté mi problema les envié los documentos donde claramente se podían ver bajo la firma de mi psiquiatra mis problemas de adicción y tras no obtener respuesta en varios días volví a apostar mucho dinero siendo todo pérdidas por mi impulsividad por eso reclamo ya que solicitar mi exclusión fue una forma de responsabilizarme de mis actos y hicieron caso omiso haciendo daño psicológicamente y económicamente a mi persona

Thank you for the clarification. I received communication between you and the casino starting on January 3, which you sent to the casino after you lost your deposits.

Is your account currently closed, or are you still able to access it?

Did you make any new deposits after January 3?