What is the fastest way to reach us?
Live chat is the quickest route for almost every question. You can open it from the Live Chat button at the bottom of the screen on any page, whether you are logged in or not. A support agent reads your message, can see your account once you are identified, and can check deposits, withdrawals, bonuses and bets in real time.
Live chat access around the clock is one of the benefits listed for every VIP Club level, starting at Level 1, so every player can use it. At busy times you may wait a short while in a queue; the chat window keeps your place.
When should you use the Help Centre?
The Help Centre is a searchable library of answers, linked at the bottom of the left menu and in the footer. It is the right place to start when you have a general question, such as:
- How do I change my password or e-mail address?
- Which documents do I need for verification?
- How long does a withdrawal take with my payment method?
- How is wagering counted on a bonus?
- What happens to my bet if a match is postponed?
- How do I set a deposit limit or take a break?
Many questions are answered faster in the Help Centre than in a chat queue, and the articles are available at any hour.
What should you have ready before you contact us?
A few details help our team solve your question on the first try:
- Your username or the e-mail address on the account. Never share your password; we will never ask for it.
- The date and approximate time of the deposit, withdrawal, game round or bet.
- The transaction ID, bet ID or game name, if you have it.
- A screenshot of any error message.
- For crypto payments, the coin, the network and the transaction hash.
Which questions can support help with?
Account and verification
Opening an account, logging in, changing details, uploading documents and checking the status of your verification. If a document was rejected, support can tell you why and what to send instead.
Deposits and withdrawals
Missing deposits, pending withdrawals, limits per method, currency questions and crypto network issues. For crypto, sending to the wrong network can lead to lost funds, so always ask before you send if you are unsure.
Bonuses and rewards
Welcome offers that did not activate, promo codes, wagering progress, free spins, Challenges, coins, Shop purchases, Collections, Tournaments and VIP levels.
Sports betting
Bet settlement, void bets, cash-out questions, booking codes and the rules for specific sports.
Responsible gambling
Setting deposit, loss or session limits, a cooling-off period, self-exclusion or closing your account. These requests are handled as a priority, and we will never try to talk you out of them.
How do we handle complaints?
Most problems are solved in the first conversation. If yours is not, our General Terms and Conditions include a section called Complaints resolution procedure. It explains how to file a formal complaint, what information to include and how long each step takes.
To make a complaint as strong and clear as possible:
- Describe what happened in a few sentences, with dates and times.
- Explain what outcome you expect, for example a refund of a specific deposit or the settlement of a specific bet.
- Attach screenshots and transaction or bet IDs.
- Keep a copy of your message and any reference number you receive.
Please keep your messages polite. Our team wants to fix the issue, and a calm, detailed description helps them do it faster.
How do we protect you when you contact us?
We will never ask for your password, full card number, card security code or crypto wallet seed phrase, by chat, e-mail or any other channel. If someone asks you for these while claiming to be Cazeus, do not reply and report it to live chat. Messages from us will only ever direct you to our own site, never to a different login page.
When you send documents for verification, upload them through your account rather than sending them through third-party messaging apps. This keeps your personal data inside our secure systems.
Which languages do we support?
The site and our Help Centre are available in several languages, and you can switch language from the bottom of the left menu. If you write to live chat in your own language and the agent replies in English, just ask; we try to match your language wherever we can.
Where can you get help with gambling problems?
If you are contacting us because gambling has become difficult to control, you can ask live chat for an immediate self-exclusion or a cooling-off period. You can also reach free and confidential organisations directly:
- GamCare, the National Gambling Helpline on 0808 8020 133, open 24 hours a day.
- BeGambleAware, with advice, self-assessment tools and treatment options.
- Gamblers Anonymous UK, for peer support meetings.
Our responsible gambling page explains every limit and exclusion tool in detail.
How quickly will you get an answer?
Live chat replies as soon as an agent is free, which is usually quick outside peak evening hours. Questions that need a check by another team, such as a payment investigation or a document review, take longer, and the agent will tell you what happens next. If you have not heard back about a review after a reasonable time, reply in the same chat or open a new one with your reference, rather than sending several separate messages.
Is there anything else you should know?
Support can help with your Cazeus account and with how our site works. It cannot give legal advice about whether gambling is allowed in your country, and it cannot change the outcome of a game round or a settled bet. Game results are produced by the studios' certified systems, and bet settlement follows the sports betting rules in our terms.
If you are not yet a player and just want to know more about what we offer, our home page and about page are good places to start.