The player from Brazil, a VIP at IzziCasino, faced account blockage and cancellation of winnings after he requested withdrawals. He was informed that the account was under suspicion, with no further details, and he claimed that the closure and loss of winnings due to a 'provider error' were unfair and lacked transparency. The Complaints Team clarified that a confirmed glitch in Amatic slots had caused unusually high winnings for multiple players, including him, and this had been acknowledged by the game provider. Consequently, the winnings credited were deemed incorrect and the complaint was rejected. The player’s account was unblocked but the disputed funds remained confiscated due to this provider error.
IZZI Casino - Player’s account is closed, leading to confiscated winnings.
Closed
Our verdict
Unjustified complaint
Amount: 400,000 R$
IZZI Casino
Safety Index 7.3 Above averageCase summary
Discussion
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3 months ago
Translation
I am an old player at IzziCasino, VIP account, fully verified, I have already bet thousands of reais, I have also received high prizes, I have won tournaments and everything else, it happens that on Friday April 17, I entered the platform and checked the hot games of the last hours and also live winners with games paying a lot, I entered the games and got big winnings, nothing different from normal, I requested some withdrawals and they were pending, after that on saturday i went to access and could no longer log in to my account, i insistently contacted the chat for clarification and they simply said that the payment sector was doing an extra analysis, without further details or deadlines, until on sunday support replied that my account had been blocked for suspicion and would not give more data, i kept asking for clarification, i sent an email and they replied that it was under analysis. I contacted the chat and they said it was a technical problem with the provider "amatic" and they canceled all my winnings and there was nothing I could do.
It's not fair for a player like me to simply lose out because of a "supposed provider error", because at no point did they mention analyzing the provider or anything like that, they simply blocked my access and took my winnings.
This calls into question IzziCasino's credibility in dealing with a customer like me in this way.
I didn't just win at Amatic and if it was a one-off problem they could have at least contacted me and been transparent.
I always took care of everything, I didn't do anything wrong and at no time did they show any transparency in saying that it was a mistake on the part of the provider, so I don't think it's fair for them to just disappear and cancel my winnings, that's not the right thing to do.
I have proof of the balances and withdrawals that have been annulled.
Automatic translation:
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2 months 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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2 months ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you noticed any unusual behaviour while playing Amatic games, such as no losing bets, unusually high wins, or an unusually high frequency of bonus features?
- Which game did you play to accumulate your high winnings?
- Have you experienced any similar issues at this casino before?
- Has the casino adjusted your balance to the amount you had before you started playing the game where the glitch allegedly occurred?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
TranslationThere was no strange behavior in the games, they were games that were listed as "hot games of the last few hours" and I also saw them paying other users in the "current winnings" on the main Izzi! page.
there were no high payouts that were out of the ordinary, one of the games was "Lucky Jocker 10"
they regained access to my account, but without the balance, only the initial balance that I had won in a tournament and informed me that due to a system error after it was an amatic failure, and then the payments were canceled, they refused to inform the reason for the error, id of the failure, Log and history of the matches.
the total was BRL209,999.00 in canceled and confiscated withdrawal requests in addition to the balance of BRL260,094.00 that was in the account also confiscated, totaling BRL470,093.00
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2 months ago
Dear guiguariento
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, Igor (igor.p@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
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2 months ago
Dear guiguariento,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the IZZI Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a IZZI Casino representative to join this conversation and participate in resolving this complaint.
Dear IZZI Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
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2 months ago
Dear Igor,
Player's account is not blocked. We can also confirm that all withdrawals made by this user currently show a successful status.
Regarding the deduction of the winnings, we will send you a detailed response via email igor.p@casino.guru.
Best regards,
Izzi Casino
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2 months ago
TranslationDear all, good morning!
Yes, they unblocked my account and it is working "normally", but the funds were confiscated and they simply said it was due to a "provider error" and I was unable to withdraw the winnings, I have proof of all canceled withdrawal requests and my balance before the confiscation.
No proof or plausible reason has been provided.
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2 months ago
Dear guiguariento,
I would like to inform you that on the 17th and 18th of April 2026, some Amatic slots experienced a glitch, resulting in huge winnings for dozens of players.
This issue was confirmed by the provider themselves, and this confirmation was also directly shared with us. Additionally, numerous articles about this event can be found across the internet.
Therefore, unfortunately, the winnings credited to your account were not correct. I hope this clarifies the matter.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best regards,
Igor
