The player from Kazakhstan won 4,000,000 rubles at IZZI Casino but faced issues when the casino requested a video selfie and documents for verification, which she successfully submitted. However, despite passing verification, the casino denied her payout and blocked her account, citing specific rules.
IZZI Casino - Player’s account has been closed after a payout denial.
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IZZI Casino
Safety Index:HighCase summary
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6 days ago
Translation
I won and withdrew 4,000,000 rubles at IZZI Casino. The casino management requested a video selfie and my documents, which I submitted and passed video verification. After that, they denied my payout and blocked my account under Rules 10.5.2 and 10.5.3 (parts 2 and 3).
Automatic translation:
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5 days 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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5 days ago
Hello,
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 advise which games you focused on - slots, live casino, sports betting, etc.?
- Did you lose access directly after the video verification?
- Did you accumulate your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
