Frequently Asked Questions

Got a question? You're in the right place. We've compiled a list of the most common queries we receive from our players. Have a quick look below – there's a good chance your answer is waiting right here. If you still can't find what you're looking for, our support team is always ready to help.

Account & Verification

Why do I need to verify my account?

We are legally required by the UK Gambling Commission to verify the age and identity of all our players. This is a crucial step to prevent underage gambling and protect against fraud. It's a hallmark of a safe and licensed operator. You can find out more on our Register page.

How long does verification take?

In many cases, we can verify your details automatically within minutes. If manual document submission is required, our team aims to review and approve them within a few hours. Submitting clear, correct documents will speed up the process.

I forgot my password. What do I do?

Don't worry! Just go to the Login page and click the "Forgot Password?" link. You'll be able to reset it securely via an email sent to your registered address.

Can I change my personal details after registering?

You can update some details like your address or phone number in your account settings. However, you cannot change your name or date of birth. If you've made a genuine mistake, you'll need to contact our support team with proof of the correct details.

Deposits & Withdrawals

What payment methods can I use?

We accept a wide range of popular UK payment methods, including Visa/Mastercard debit cards, PayPal, Skrill, Neteller, and Trustly. All deposits are instant.

How long do withdrawals take?

This is one of the things we're most proud of! We process most withdrawals to e-wallets like PayPal in under 12 hours. Withdrawals to debit cards typically take 1-3 business days to appear in your account, which is standard banking practice.

Why was my withdrawal declined?

The most common reasons are: 1) Your account isn't fully verified yet. 2) You have an active bonus with wagering requirements that haven't been met. 3) You're trying to withdraw to a different payment method than you used to deposit. Check these first, and if you're still stuck, contact support.

Are there any fees for deposits or withdrawals?

No. Cazeus does not charge any fees for depositing or withdrawing funds. Your payment provider might, but we won't.

Bonuses & Promotions

How do I claim a welcome bonus?

You can usually choose your preferred welcome bonus (either for the Casino or Sportsbook) during the registration process or when you make your first deposit. Make sure to opt-in! You can see all our current offers on the Promo page.

What is a wagering requirement?

A wagering requirement is a multiplier that tells you how many times you need to play through a bonus amount before it becomes real, withdrawable cash. For example, a £10 bonus with 40x wagering means you need to place a total of £400 in bets to clear it.

Why didn't I receive my free spins/free bet?

Make sure you met all the qualifying criteria. For a sports bet, this usually means placing a bet of a certain amount at minimum odds. For a casino offer, it might require a specific deposit amount. If you're sure you qualified, please get in touch with our support team.

Technical & Security

Is the Cazeus website secure?

Absolutely. Our entire site, including the App, uses 128-bit SSL encryption to protect your personal and financial data. This is the same level of security used by major banks.

The games aren't loading for me. What should I do?

This is usually a local issue. First, try a 'hard refresh' of your browser (Ctrl+F5). If that doesn't work, try clearing your browser's cache and cookies. Also, ensure you have a stable internet connection and that your browser is up to date.

Are the games fair?

Yes. We only use games from reputable, licensed providers like NetEnt and Microgaming. All games use a Random Number Generator (RNG) to ensure fair and random outcomes, and their fairness is regularly audited by independent testing agencies like eCOGRA. You can read player Reviews for more peace of mind.