The player from Austria is facing issues with a withdrawal of $3,649.72 from EZZ Casino due to suspicions of having a duplicate account, which he denies. Despite multiple attempts to reach customer service through various channels, he only receives automated replies and no assistance from a human representative, leaving him without answers regarding his pending payouts.
Ezz.Casino - Player’s withdrawals are delayed due to account suspicions.
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6d 14h 46m 20s
Ezz.Casino
Safety Index 1.4 Very lowCase summary
Discussion
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3 days ago
Translation
Dear Casino Guru Team,
I would like to file a complaint against EZZ Casino and request your assistance in resolving my case.
I've been playing at EZZ Casino for quite some time now and have generally had good experiences with the casino. I've also received several successful withdrawals. However, there's now a problem with my current withdrawal.
The total amount in question is $3,649.72, which is currently outstanding in several payments. The first payment was requested on September 7, 2026, and has not yet been completed.
The casino apparently suspects that I have a duplicate account. I expressly deny this. I do not have a second account with EZZ Casino and have not created a duplicate account. I am, of course, prepared to confirm my identity and provide all necessary documentation so that this suspicion can be clarified.
I suspect this suspicion might be related to the fact that my girlfriend and I live in the same household and each use our own account and payment methods. However, we are two different people and each have our own account. I exclusively use my own account and payment methods.
To try and resolve the issue myself, I've made several withdrawal attempts. I cancelled one withdrawal and then tried a different method. Unfortunately, that didn't change anything either.
Currently, several payouts are simultaneously in "Pending" status. The total amount of pending payouts is $3,649.72.
My withdrawal history also shows several previously interrupted or canceled withdrawals. I've tried various methods to get my money paid out correctly. Currently, I don't want to cancel any further withdrawals, as I don't want the processing to start all over again.
However, the biggest problem now is customer service.
For over a week now, I've been trying to reach a human support representative via live chat every single day, sometimes multiple times a day. I explicitly request to be connected to an agent in the chat. Despite this, I'm repeatedly only answered by AI support and not connected to a real person.
The AI support tells me every time that my request has been forwarded to the support team and that someone will get back to me. However, to this day, no human representative has contacted me.
As a result, I now feel like I have virtually no access to a human agent. I try daily, several times a day, but am always just referred to automated support.
I also tried to resolve the issue via email, but haven't received a concrete answer yet. Additionally, I tried contacting someone from support through the available Telegram contact options. I haven't been able to get any real help there either.
I have therefore tried to resolve the problem directly with EZZ Casino via various contact options, but I receive neither a concrete explanation regarding my outstanding payouts nor an opportunity to speak to a human employee about my case.
I would like to emphasize that I am fully prepared to cooperate with any review. If EZZ Casino does indeed suspect a duplicate account, I would like to know what specific evidence is required so that I can dispel this suspicion.
What I don't understand is why a total of USD 3,649.72 is outstanding, and yet, despite my daily and multiple daily attempts to contact them, no human employee can be reached.
I therefore ask Casino Guru to review my case and contact EZZ Casino.
Thank you for your support
Kind regards, Jon ***
Edited by a Casino Guru admin
Automatic translation:
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9 hours ago
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.
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9 hours ago
Dear Joki93,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please confirm that you have passed the KYC verification? Does your account require further verification, to your knowledge?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me your recent communication with the casino regarding the delay? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
