The player from Spain faced a withdrawal issue after requesting funds one month prior, which were initially marked as pending and then denied without notification. Despite providing proof of a valid Skrill account, the casino cited false technical excuses for the denial and stopped responding to communications, leading the player to consider the situation as deliberate non-payment. We investigated the case and requested both parties to provide evidence, including confirmation from Skrill about account restrictions. The player confirmed his Skrill account was fully verified and unrestricted, but the casino claimed multiple failed transaction attempts due to restrictions on the player's account. After repeated requests, the casino ceased communication and refused to cooperate further. Because the casino operated without a valid license and lacked an alternative dispute resolution service, the complaint was marked as unresolved, with no further action possible at that time.
Ezz.Casino - Player's withdrawal request is delayed and denied.
No reaction
Black points: 850
Amount: €1,800
Ezz.Casino
Safety Index 2.4 Very lowCase summary
Translation
This case has clearly escalated to a situation of non-payment.
The withdrawal was first marked as pending and subsequently denied without any email notification.
Later, the casino claimed "No verified Skrill account," which is false. A valid Skrill account exists, and screenshots were sent as proof. After requesting documentation that had already been provided, the casino stopped responding altogether.
Key facts:
Deposits of approximately €1,800 were made by credit card.
The casino does not allow withdrawals by card.
The casino requires withdrawals to be made exclusively via Skrill or cryptocurrencies.
Skrill's withdrawal was denied using a false technical excuse.
No verification issues were ever reported before allowing deposits and play.
Support ignored the emails and only offered automated responses in the chat.
A human agent was contacted, but no solution was offered.
Finally, the casino conditions payment exclusively on the use of cryptocurrencies, an option I rejected.
The casino allowed deposits and losses without any restrictions, but blocked withdrawals using contradictory and retroactive excuses.
This demonstrates a clear pattern of deliberate delay, imposition of cryptocurrencies, and refusal to pay.
I consider this case UNRESOLVED and a CASE OF NON-PAYMENT.
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Dear alliure,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.
It's important to understand that the casino doesn't have complete control over the payment methods that are offered. There are several factors that can affect this, such as the licensing authority, geographical location, contracts with payment providers, and bank restrictions. Just because a payment method is available for deposits, it doesn't necessarily mean it will be offered for withdrawals as well. Additionally, payment methods can be discontinued at any time, and unfortunately, casinos may be limited in their ability to offer certain payment options to their customers.
- Could you please specify if you passed the full KYC verification at this casino?
- Have you made any deposits with Skrill?
- Has the casino customer support offered you only crypto as an alternative method to withdraw your winnings?
- Have you made any successful withdrawals from this casino before?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
TranslationDear Veronica,
Thank you for your response and for your attention to the case. Below, I will answer your questions clearly:
KYC Verification:
Yes, I completed the KYC verification process requested by the casino. At no point was I informed of any verification issue preventing me from withdrawing funds before I requested the withdrawal.
Deposits with Skrill:
No, I haven't made any deposits with Skrill. The deposits were made by credit card.
It is important to note that the casino does not allow withdrawals by card, so it forces the player to use alternative methods (Skrill or cryptocurrencies) only at the time of withdrawal.
Withdrawal methods offered:
Yes, the casino's customer service has only offered cryptocurrencies as an alternative, after denying the withdrawal via Skrill citing technical reasons that I consider incorrect (Skrill account supposedly invalid).
I declined the use of cryptocurrencies, as it was not the method used to deposit and was not presented as the only option before playing.
Previous withdrawals at this casino:
No, I have not made any successful withdrawals at this casino before.
I consider it relevant to point out that:
The withdrawal was initially marked as pending for several days.
It was subsequently denied without email notification.
The reason given ("No verified Skrill account") was only communicated afterwards, even though deposits and unrestricted play were permitted.
After providing the requested documentation, the casino stopped responding.
From my point of view, the problem is not the generic availability of payment methods, but rather the casino:
accepted deposits without warning of actual withdrawal limitations,
It did not allow withdrawals using the same method.
and finally conditioned the payment exclusively to cryptocurrencies.
I am available to provide any additional documentation you may deem necessary.
Thank you so much for your help.
Sincerely,
Alliure
Have you contacted the casino’s live chat support to ask whether your Skrill withdrawal would be approved if you first made a verification deposit? When a payment method is used for the first time, players are usually required to make a small deposit to verify ownership of the payment method.
Additionally, please forward all communication between you and the casino’s customer support regarding the issues with your withdrawal to veronika.f@casino.guru. Thank you for your cooperation.
Dear alliure,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
TranslationThank you for your message.
At no point did the casino inform me beforehand that a "verification deposit" via Skrill was required in order to withdraw. This requirement only appeared after I requested a withdrawal and after I had already deposited and played, without any prior warning.
If that verification had been mandatory, it should have been communicated before allowing deposits or at the time of adding the withdrawal method, not after denying the withdrawal.
Furthermore, the casino did not clearly propose this procedure as a real solution; in practice they insisted on the use of cryptocurrencies as the only alternative after claiming that the Skrill account was not valid.
As requested, I will forward to the indicated address all conversations held with casino support where the following is shown:
the withdrawal marked first as pending,
subsequently denied,
the excuse about Skrill,
and the insistence on cryptocurrencies.
I remain at your disposal should you require any further information.
Sincerely,
Hello alliure,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
Thank you for your reply and for the clarification.
As I already explained in one of my previous replies, casinos are allowed to change or restrict their available payment methods at any time. The availability of deposit and withdrawal methods depends on multiple factors, and these options can differ between deposits and withdrawals. Even if a method was available at one stage, the casino is not obligated to keep it permanently available. As a player, you must select from the payment methods that are currently offered in the cashier for withdrawals.
Since you deposited by credit card and card withdrawals are not supported by the casino, the remaining available withdrawal methods are those displayed in your account (such as Skrill or cryptocurrencies). If Skrill requires prior verification through a deposit to confirm ownership, this is a standard anti-fraud procedure used by many operators.
Therefore, I need to ask you clearly:
- Have you made a small verification deposit using a method that is currently available for withdrawals in order to verify it?
If you are not willing to use any of the currently available withdrawal methods, including completing a verification deposit where required, then unfortunately, we will not be able to assist you further in this case. The casino cannot be forced to process a withdrawal via a method that is not supported in their system.
Please let me know how you wish to proceed.
TranslationDear Veronica,
Thank you for your response.
I understand that casinos can change the available payment methods. However, the problem in this case isn't simply the availability of withdrawal methods, but rather how the casino handled my withdrawal request.
I would like to clarify the following points:
Verification deposit with Skrill
The casino only mentioned the need for a verified Skrill account after my withdrawal was marked as pending for several days and subsequently denied. This requirement was not communicated before I started playing or when I requested the withdrawal.
Furthermore, when I tried to use Skrill, the casino indicated that my Skrill account was invalid, so in practice this option was not really offered as a functional solution.
Use of cryptocurrencies
After rejecting Skrill, customer service insisted that I use cryptocurrencies as the only alternative, a method I did not use to deposit and which was never presented as a necessary condition before playing.
For this reason, I do not consider it reasonable that the payment be conditioned exclusively on cryptocurrencies.
Account closure
Additionally, the casino subsequently closed my account, which now prevents me from accessing the cashier or performing any further verification within the platform.
Therefore, even if I wanted to complete a supposed verification deposit, I currently do not have access to my account to do so.
In summary, the problem is not the availability of payment methods itself, but rather:
Deposits were accepted without warning of actual withdrawal limitations,
The withdrawal was initially marked as pending and then denied,
Skrill was rejected as a valid method,
The focus was solely on cryptocurrencies,
and finally my account was closed.
I would appreciate it if the casino could provide a reasonable solution that allows the pending withdrawal to be processed.
I remain at your disposal for any further information.
Sincerely,
Alliure
When exactly was your account closed? Please forward me the communication between you and the casino regarding the closure of your account.
What was the real-money balance in your account at the time the casino closed it?
TranslationDear Veronika,
Thank you for your message.
My account was closed shortly after I requested a withdrawal. This occurred around the beginning of February 2026. I received no prior notification or explanation regarding the account closure.
At the time the account was closed, the real money balance in my account was approximately $25 USD.
I'd also like to point out that I sent several emails to the casino requesting clarification and assistance, but none of them were answered. The only responses I received were through live chat support.
Attached is the communication I received from the casino's support team regarding the problem.
Please let me know if you need any further information.
Sincerely,
Xavier
Dear alliure
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, Peter (peter.c@casino.guru). 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,
Veronika
Hello there,
Thank you alliure for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Ezz.Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
Dear alliure, the casino representative has contacted me, stating that they made multiple attempts to process the requested withdrawal via Skrill. However, according to their payment provider, your Skrill account is restricted and unable to receive funds. Despite your claim of having a verified Skrill account, their repeated transaction attempts have all failed on the recipient's end, for which the casino has provided me with a transaction receipt. Have you tried to contact the Skrill support directly about this issue? Despite the account being shown as verified, there might be some internal measure on your account that prevents you from receiving payments.
The casino has also offered a gesture of goodwill, and in the interest of resolving this matter, they are willing to send the $25 USD via cryptocurrency. Let us know if you are satisfied with this resolution, and I can let the casino representative know. Thank you!
TranslationThank you for your response.
Regarding the casino's statement, I want to clarify that my Skrill account is verified and operational, and I have not received any notification from Skrill indicating restrictions that would prevent the receipt of funds.
Therefore, I consider it insufficient for the casino to claim multiple failed attempts without providing verifiable technical evidence or specific details of these transactions (such as attempt IDs, dates, or specific errors). This lack of transparency is concerning.
It should also be noted that the problem lies not only in the payment method, but also in the casino's handling of the case: deposits were accepted without limitations, the withdrawal was subsequently rejected without a clear justification, and the account was blocked without prior formal communication.
Regarding the proposed cryptocurrency payment method, I don't reject it outright, but I believe it doesn't adequately address the identified issues. Before accepting any solution, I request a full and documented explanation of the alleged problems with Skrill.
Therefore, I would appreciate it if the case remained open until the casino provides a detailed and verifiable explanation.
I await your comments.
Sincerely
Dear alliure, would it be possible to obtain confirmation from Skrill customer support that there are no restrictions on your account? You can either post it here or, if needed, forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
TranslationDear Peter,
Thank you for your response.
I can confirm that my Skrill account is fully verified and has no restrictions. As shown in the attached screenshot, my account has no limits, withdrawals are available, and all features are enabled.
Therefore, there is no limitation on my Skrill account that could justify the problems indicated by the casino.
I await your feedback. If necessary, I can contact Skrill support for official confirmation.
Sincerely,
Thank you for your prompt response. I kindly ask that you also reach out to Skrill customer support, as I need to relay that information to the casino, as they have requested. I appreciate your cooperation in advance!
TranslationDear Peter,
I contacted Skrill customer service and, as you can see in the attached screenshot, they confirmed that they do not provide written confirmations for unrestricted accounts, as this information is directly visible in the account control panel.
Furthermore, I have already demonstrated through screenshots that my account is fully verified, without limits and with all functions available, which confirms that there are no active restrictions.
Therefore, I am unable to provide the requested type of confirmation, as Skrill does not issue this type of documentation in these cases.
I would appreciate it if you could tell me how to proceed, taking into account this limitation on the part of Skrill.
Sincerely,
TranslationDear Peter,
I contacted Skrill customer service and, as you can see in the attached screenshot, they confirmed that they do not provide written confirmations for unrestricted accounts, as this information is directly visible in the account control panel.
Furthermore, I have already demonstrated through screenshots that my account is fully verified, without limits and with all functions available, which confirms that there are no active restrictions.
Therefore, I am unable to provide the requested type of confirmation, as Skrill does not issue this type of documentation in these cases.
I would appreciate it if you could tell me how to proceed, taking into account this limitation on the part of Skrill.
Sincerely,
Dear alliure, thank you for providing me with the requested information. I am in contact with the casino representative. I will keep you updated about any new developments. Thank you for your patience during this time!
Dear alliure, unfortunately, I have not received any new response to my inquiries. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Peter
