Lizaro Casino - Player believes that their withdrawal has been delayed.

Hi,

I have made 3 withdrawals thotal amount 1500£

Agording of the terms and conditions I can only withdraw up to 500£ daily and up to 3 active withdrawals. 

Today is 16th of March and I already contacted through the Live Chat support multiple times since the 07th of March.

The first answer was "we need 3 business days"

the next one "we need 5 business days"

Today’s answer "be patient your money are safe with us"😂😂 sorry that is the only reaction I can get. 

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Dear Krystian77,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Krystian77,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi,

Unfortunately, after every day contact through the Chat and with support team by email I am unable to get any response about how much longer my withdrawals will going to be processed. The only responses I got are multiple explanations that there are many withdrawals and they need more time to processing mine. Nothing has changed since my last update and my withdrawals are still "UNDER REVIEW".

Dear Krystian77, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Hi,

1. first 2 withdrawals was sent to me very quick. It was 500£ each. This happened 07 and 08 of March. The rest of them I have withdrawn between 07-09 of March and still no sing of the progress still UNDER REVIEW.
2. According the information on my account I do not need any more verification and I can enjoy the casino play.
3. I never use a bonuses. It was clean winning.
4. I have played only casino never sports games.
5. the proof of communication I sent to your email.

Thank you for tour support

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Krystian77,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Karla