The player from the United Kingdom struggled with gambling addiction after recently completing rehab. Despite his requests for account deletion and self-exclusion from Lizaro, he continued to receive promotions that led him back to gambling. The player failed to respond to the Complaints Team's inquiries and requests for additional information needed to investigate the issue. Consequently, the complaint was closed due to lack of communication. The player was informed that he could reopen the complaint if he chose to resume contact.
Lizaro Casino - Player is struggling with self-exclusion issues.
Closed
Our verdict
Player stopped responding
Amount: £10,000
Lizaro Casino
Safety Index 1.7 Very lowCase summary
Discussion
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3 weeks ago
I am a problem gambler. I am ill. I am not long back from a residential rehab in England called Gordon moody..this is the 2nd time in my life I went to a residential gambling rehab. Everything was in place for my life to be good and gamble free. Lizaro changed all that. Within 2 weeks of me getting back from my the rehab I had gambled again. Constant messages and emails with bonuses etc. I thought i would be able to block it. I am now in a bad place again because of gambling g afte
r trying to change my life. Lizaro have kept calling me in. I've asked to delete my account and self exclude e
tc but they keep feeding me
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3 weeks 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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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lizaro Casino.
Please allow me to ask you a few questions so we can better determine how to assist you.
- Is your account currently accessible to you?
- Could you please share the communication in which you informed the casino about your gambling issues? Please share the information with timestamps, if available, to my email at tomas@casino.guru
- When was the last time the casino allowed you to deposit?
- Has the casino responded to your refund request already? What did the casino reply?
In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide
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,
Tomas
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2 weeks ago
Dear Pmckee71979,
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.
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1 week ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
