Lizaro Casino - Player’s account closure request has been ignored.

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Dear emersonvalerioxxx,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the Responsible Gambling policy and I found this:

Self-exclusion request: You can contact the Support Service Team via e-mail at support@lizaro.com, and we will close your account as soon as practicable. It is the player's responsibility to notify our Website of any other accounts they may hold and to commit not to open any additional accounts. While our Website will make reasonable efforts to prevent the creation of new accounts, it remains the player's sole responsibility to ensure that no further accounts are opened. Our Website cannot be held responsible for any potential losses incurred on other accounts.

When applying for a self-exclusion, it’s important to clearly state the reason why you want your account to be deactivated and specify the exact time period of the exclusion. Make sure the email subject line is clearly marked and easy to recognize. Casino support teams often receive a high volume of emails daily, so a well-labeled subject line will help ensure your request is noticed and processed more quickly. Additionally, I strongly recommend that you always save a copy of your self-exclusion request—whether it’s a sent email, a chat transcript, or a screenshot. Having valid proof of your request can be extremely helpful in case of future disputes or misunderstandings.

Example:

Email subject: Self-exclusion due to gambling addiction

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Lizaro Casino,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is gambling addiction.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

I have checked your request, but I could not find a specific reason indicating self-exclusion due to gambling addiction. It is crucial that the player's request includes wording that can be clearly recognized as a gambling problem, as this should trigger the self-exclusion process at the casino.

Examples of wording that should trigger the process include:

• gambling problem
• problem gambling
• gambling addiction
• gambling issue
• pathological gambling
• compulsive gambling
• ludomania
• ludopathy
• addiction-related struggles
• suicidal thoughts
• mental health impacts
• loss of control
• inability to control gambling
• urgent need for help

If you are still able to log into your account, please send another email to Lizaro Casino using some of the wording above, and keep me informed about any further developments.

Thank you in advance.

Kind regards,

Petra

Hi Petra,

Thank you for your response.

I would like to clarify that my very first contact with Lizaro Casino was through their webchat. During that chat, I requested that my account be closed, and the operator instructed me to send an email to Lizaro support to request the closure.

Following their instructions, I emailed the casino and clearly expressed gambling‑related harm. In one of my emails, I specifically stated that I had lost a lot of money and that I could not afford to continue gambling. This was a clear indication of loss of control and gambling‑related vulnerability.

Despite this, the casino did not close my account and continued sending promotional offers, which led to further losses. This is why I believe the casino failed in its responsible gambling obligations.

I will now send a new email to Lizaro Casino using the explicit wording you recommended, and I will keep you updated on their response.

Kind regards,

Emerson

Dear emersonvalerio,

Thank you for your reply and for providing the previous details.

• Are there any updates since your last request sent to the casino following my instructions?
• Is your account still under review or closed now?
• Could you please confirm whether the casino has responded to your most recent request?

Once I have this information, I will transfer the complaint to the next step of the resolution process.

Thank you again for your cooperation.

Hi Petra,

Thank you for your message.

There have been no updates from the casino since my last request. My account remains under review, (see screenshot) ,and they have not responded to my most recent communication. This prolonged lack of feedback is causing unnecessary delays, and I have fully complied with all instructions.

Please proceed with the next step of the resolution process.

Kind regards,

Emerson

Hi Petra,

Quick update on my case with Lizaro. They have finally replied and asked me to provide full banking details. Before sending anything, I requested written confirmation of the refund amount and acknowledgment of my account‑closure request from 21/01/2026.

I also want to confirm that I have complete screenshots of every deposit made after that date, with exact times, dates, and transaction IDs, totalling £2,470.00.

I will update you again as soon as they respond.

Regards,

Emerson

Dear emersonvalerio

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 Matej (matej.l@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,

Petra

Hello emersonvalerio, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Lizaro Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Hi Matej, thank you for taking over my case.

To clarify the situation:

I requested my account to be closed on 21/01/2026. Despite this, the casino kept the account open , sent me promotions , free spins and continued accepting deposits from me until 16/03/2026. During this period, I deposited a total of £2,470.00.

I never asked for the account to be reopened or for the closure request to be reversed at any point.

I have complete screenshots of every deposit made after 21/01/2026, including exact dates, times, and transaction IDs. I can provide these if needed.

Please let me know if you require anything further.

Regards,

Emerson

Hi Matej ,

Lizaro offered £768.50 based on my 16 March complaint email, but my original closure request was on 21 January. I have corrected this with them and requested a full breakdown

I have found my earliest closure request, dated 17/01/2026. ( see the attached evidence )

This confirms the full £2,470 was deposited after my first closure request. I have updated the casino and requested a breakdown.

Regards

Emerson

Hi Matej,

I have found another important email I sent to Lizaro, dated 14/03/2026, where I again requested my account to be closed. In this message, I clearly stated that I could not afford to lose money and that I had already requested closure before. I also warned them that I would escalate the matter if they continued ignoring me.

This email shows the level of distress I was in and confirms that I repeatedly asked for my account to be closed well before their proposed refund amount. It also demonstrates that the casino failed to act on multiple closure requests, which allowed further deposits and losses.

I have attached the screenshot for your review.

Regards,

Emerson

Dear emersonvalerio,

I have double-checked the e-mails and screenshots you have uploaded, and seems like all of them are regular account closure requests. There is not a single mention of gambling addiction, or having issues with keeping your gaming activity in check. When the support agent asked for the reason you want to close the account, you even confirmed "isn't specific reason".

As for the statements of "I can't afford spending money with these things" - hope I won't sound rude - even I personally can't afford losing money in casinos, yet I am not addicted to gambling.

When it comes to regular account closure, it is always assumed the player is in full control and can simply stop depositing and playing. As such, even if the casino kept offering bonuses and enticements to keep you as a customer, you had the option to unsubscribe from the marketing promotions, block their e-mail address (or the whole domain) and never come back.

Unless gambling addiction and distress are clearly mentioned, we are unable to confront the casino on self-exclusion basis.

With this being said, my colleague Petra asked you to send the casino a proper self-exclusion e-mail on 18th March. Can you please confirm if you have sent this message (feel free to post screenshots or re-send it to the casino with me, matej.l@casino.guru in CC) and whether you have got any kind of response? I'll help you get the account closed ASAP and hopefully without an further delays.

Hi Matej,

Thanks for the clarification.

I’ve now sent a formal self‑exclusion request to Lizaro, clearly stating gambling harm and loss of control, as you advised. I’ve CC’d you on the email so you have a full record of the communication.

Attached below are the screenshots confirming the message was sent.

Please let me know once you’ve reviewed everything. I appreciate your help in getting the account permanently closed without further delay.

Regards,

Emerson

Hi Matej,

Thank you for your detailed response. I want to clarify a few important points regarding my earlier communication with the casino.

The reason my previous emails did not explicitly mention the word "addiction" is because I felt genuine shame and discomfort using that term. At the time, I simply asked for my account to be closed, believing that the reason should not matter — a player requesting account closure should have their request respected immediately, without needing to justify it or disclose personal struggles.

However, looking back at my activity, there were clear indicators of gambling harm that the casino failed to address. For example, in one single night I made more than ten deposits. This level of activity should have triggered a responsible‑gambling check or at least some form of intervention. Instead, the casino continued allowing deposits and did not contact me at any point, despite the obvious red flags.

I now understand the importance of explicitly stating gambling harm for the purposes of your mediation process, which is why I have sent the formal self‑exclusion request as you advised, and CC’d you on the email.

I hope this additional context helps demonstrate that my earlier attempts to close the account were not casual or routine requests, but were made during a period of distress and loss of control. I appreciate your assistance in ensuring the account is permanently closed and that the casino is held to appropriate responsible‑gambling standards.

Regards,

Emerson

Yes I sent the email to Lizaro as Petea told me .Please see the screenshot attached

Additional Evidence – Full Deposit Audit & Transaction Irregularities



Hi Matej,

I’ve completed a full audit of my transaction history and identified £2,605.00 in successfully credited deposits made between 23 January 2026 and 17 March 2026 — all after I had already asked the casino to close my account.

I’ve attached a complete chronological record including date/time, amount, status, payment method, and transaction ID.

The evidence shows several concerning patterns:

Repeated duplicate transaction IDs

Multiple deposits occurring within seconds or minutes

Declined transactions immediately followed by credited ones with the same ID

Cancelled withdrawals without explanation

Balance inconsistencies after deposits

A high number of deposits in very short intervals (10–20 minutes apart)

Breakdown of credited deposits:

January 2026 — £270.00

February 2026 — £530.00

March 2026 — £1,805.00

Total: £2,605.00

This is the exact amount Lizaro successfully took from me after I had already requested account closure.

Please let me know if you need this in a different format or if you want me to highlight specific dates/times for your review.

Regards,

Emerson

Hello,

I have received a response from Lizaro.

They have refused to address any of the evidence I provided and have repeated the same "final offer" of £768.50, which does not reflect my actual credited deposits (£2,605.00).

They did not explain:

the duplicate transaction IDs

the declined→credited transactions with the same ID

the cancelled withdrawals

the balance inconsistencies

the total amount taken from my account

Their reply does not engage with the facts and appears to be a generic refusal.

I am requesting that the mediation continues, as Lizaro has not provided a valid explanation or resolution.

Thank you,

Emerson

Dear emersonvalerio, thank you for the uploaded evidence. Since you have sent the proper self-exclusion request on 18th March, we will take that as the date when the casino should started to act and close the account within the reasonable amount of time. Can you confirm wat was the date you have received the account closure confirmation, please?

As for the refund, I can not request anything deposited before 18/03/2026 for a refund, as established in my previous post. Depending on when did the casino closed your account after the 18th, if they did it in time I may not be able to mediate any refund at all and possibly the offered 768 is a goodwill gesture that I myself maybe would not even consider. All depends on whether the account has been closed in reasonable time since the request and if not, how much you have deposited during the time Casino Guru believes your account should have been closed.

Regarding your previous posts:

The reason my previous emails did not explicitly mention the word "addiction" is because I felt genuine shame and discomfort using that term.

While I completely understand your feelings and the strain such public admittance bears, this is one of the key points in mediation for Casino Guru. In order to be able to help, we can't put 100% of responsibility on the casino and we require the players to make the first (some say the hardest) step and admit having a problem. Casino does not employ seers and can't help with something they are not aware of. However, once the problem has been acknowledged, it is their duty to act swiftly and help in keeping the player safe ASAP. We believe this way it is fair towards both sides, which is what we strive for during mediation.

However, looking back at my activity, there were clear indicators of gambling harm that the casino failed to address. 

In a perfect world, I believe this would be the case. However, industry standards are pretty low in this area and unless you started deposit unusually large deposits (i.e. you used to deposit couple hundreds a month and suddenly start depositing tens of thousands), deposits are usually not flagged for a review. And the main reason the withdrawals are being checked is due to the AML policies every casino has to adhere to very strictly. There is only a handful casinos where VIP managers genuinely care about the player's wellbeing and this is not something to be expected, or used as evidence in case of refund request. Most of the responsible gambling pages within casino sites even specify that it is up to the player to regularly do self-assessment checks of their gambling behaviour and report to the support staff if they feel it's getting out of hand. Which ties to my previous point as well as previous post. I know this is not what you would like to hear, but I always believed it is better to explain how things are and let everyone decide for themselves whether it's fair or not.

At any rate, please let me know when the account has been closed and I will advise the best next steps in this complaint. Thank you for your time and understanding.

Hello,

Thank you for your reply. I would like to clarify the situation regarding my account.

My account has never been closed. I never received any confirmation of closure, and it still shows "Under Review" even today.

My first request to close my account was on 17/01/2023. After that request, the casino did not close the account and allowed me to continue depositing for a long period. This is the basis of my refund request.

The message I sent on 18/03 was not my first request — it was a follow‑up because my original closure request from January 2023 was ignored.

I am cooperating fully with this mediation, but if the issue cannot be resolved here, I will also submit a formal complaint to the regulator.

Please advise on the next steps

hi. Matej

My deposit activity on the night in question showed clear and repeated "markers of harm," including multiple deposits made within a very short period of time, escalating spending, and obvious loss of control. These behaviours are widely recognised across the gambling industry as indicators of potential problem gambling.

Under standard Responsible Gambling principles — including those reflected in the UK Gambling Commission’s Social Responsibility Code and similar frameworks used internationally — operators are required to:

Identify high‑risk behaviour through automated monitoring

Interact with the customer through a meaningful "Customer Interaction"

Act by suspending deposits, applying limits, or requesting Source of Funds/Wealth

Restrict marketing until the risk is assessed

Lizaro Casino failed to take any of these steps. Despite multiple rapid‑fire deposits in a single night, they did not intervene, did not contact me, did not restrict my account, and did not apply any form of protection. They allowed continuous deposits during a period of clear loss of control.

Breach of Lizaro Casino’s Own Terms & Conditions

Lizaro’s Terms & Conditions state that the operator may suspend accounts, block deposits, enforce deposit limits, and apply Responsible Gambling measures when harmful or high‑risk behaviour is detected. These provisions exist to protect customers who show signs of gambling harm.

My deposit pattern clearly met the criteria for intervention under their own Responsible Gambling and Suspension policies. By failing to apply these protections, Lizaro Casino breached their own contractual obligations and failed to uphold the duty of care they claim to provide.

Conclusion

Lizaro Casino’s failure to identify, interact, or act upon clear red‑flag behaviour — combined with their failure to follow their own Responsible Gambling policies — directly contributed to the extent of my losses. This constitutes a breach of both industry‑standard expectations and their own Terms & Conditions.

Hello Mstej.

I would like to clarify an important point regarding my original

Self exclusion and close account are two different things. and both are mentioned in Lizaro terms and conditions

In January 2023, I contacted Lizaro’s live chat and asked to close my account.

I did not request self‑exclusion, and the chat agent did not mention self‑exclusion or gambling problems.  

(they should to make the things clear)

They simply instructed me to send an email to support to close the account, and I followed their instructions exactly.

According to Lizaro’s Terms & Conditions (screenshot attached):

- Clause 3.7 allows a player to request account closure at any time by contacting support.  

- Clause 3.8 describes self‑exclusion as a separate option.  

- The two actions are different, and neither requires the player to mention gambling problems or use specific wording.

My request in January 2023 was specifically for account closure, and I followed the process the casino told me to follow.  

Despite this, my account was never closed, and I was still able to deposit after my request.  

My account remains "Under Review,"

(screenshot attached 29/03/2026)

which shows the closure request was not processed.

I also want to highlight that clause 3.8 of Lizaro’s Terms & Conditions states that if a player requests self‑exclusion by email, the casino will "assist you in closing your account."

However, I never received any assistance or follow‑up email of any kind.

This shows that my account closure request was not processed properly, and no protective measures were applied.

I hope this clarifies the situation.

Thank you.

Thank you for the additional details, emersonvalerio. I think I fully understand your point now.

I'm afraid I have more bad news for you, and this time the reason behind it are the players themselves. I fully agree that once you request an account closure and comply with the terms, casino should close the account. The issue here is that too many players request account closure on daily basis. Whenever they lose a huge bet, run out of funds for the time being or use it as a blackmail leverage of "give me another bonus or I quit". Then, once they get paid or calm down, they come back and request the casino to reopen their account so they can continue playing. Now imagine this happening on daily basis with dozens of players.

Since these requests tend to overwhelm the support team and constant closing and reopening of accounts would take too much time (time that could have been spent on resolving real issues players have), it is a standard practice to assign them lowest priority and some casinos downright ignore such requests.

Whether that is correct approach or not, the main takeaway is that during regular account closure, it is assumed the player is not addicted and is in full possession of their faculties. That means the player can simply stop playing, depositing or even logging into the account and as such it matters a little whether the account is open or not. This is why I mentioned before that we need the players to clearly state gambling addiction, so there could be no doubt of having issues and to ensure the casino will react promptly. And for this reason, I will not be able to request refunding any deposits made before your gambling addiction has been mentioned to the casino staff.

Dear Lizaro Casino, can you please confirm once the account has been closed and marked as "gambling addict, never reopen", marketing communication has been disabled and let me know here or via e-mail (matej.l@casino.guru) whether there were any deposits and withdrawals made from 18th March until the account closure? Thank you very much.

Thank you for your response. To ensure clarity, I would like to outline the regulatory principles relevant to this case, as my complaint concerns procedural compliance rather than behavioural patterns of other players.

My account‑closure request was explicit, repeated, and submitted in accordance with the operator’s Terms & Conditions. Once a player issues a formal closure instruction, the operator is required to act on it within a reasonable timeframe. This obligation arises from three core principles that underpin responsible‑gambling and consumer‑protection frameworks:

1. Duty of Care

Operators must take reasonable and timely steps to protect players once a formal instruction is given. A closure request triggers this duty. The operator cannot rely on assumptions about the player’s state of mind or their ability to "simply stop playing".

2. Fair and Transparent Treatment

When an operator sets out a process in its Terms & Conditions, the player is entitled to rely on that process being followed. Failure to implement a valid closure request undermines contractual fairness and transparency.

3. Reliance on Operator‑Imposed Terms

The operator defines the rules for account closure. When a player follows those rules, the operator must comply. The volume of requests from other players does not remove or diminish this obligation.

For these reasons, the argument that some players misuse closure requests is not relevant to the procedural issue at hand. A valid closure request is a formal instruction, and continuing to accept deposits after such a request represents a failure to follow required procedures.

To summarise the regulatory basis of my complaint:

- A formal closure request was submitted in line with the operator’s T&Cs.  

- The operator did not implement it.  

- Deposits were accepted after the request.  

This sequence conflicts with the principles of duty of care, fairness, and reliance on operator‑imposed terms. This is the core issue I am raising.

I appreciate your continued assistance and will await Lizaro’s confirmation regarding the account‑closure status and the deposit/withdrawal history from 18 March onward.

Emerson

one more thing..

I need to clarify several points, because the way my complaint has been handled so far is neither accurate nor aligned with the evidence I provided.

1. My complaint has been misrepresented

I did not claim gambling addiction, and I did not request self‑exclusion.

My request was for account closure, and the casino failed to process it correctly.

This is a procedural failure, not a misunderstanding.

2. The core regulatory issues remain unaddressed

The casino ignored:

- Clear red‑flag behaviour

- Responsible‑gambling obligations

- Their own Terms & Conditions

- My account‑closure request

These are compliance issues, not personal claims.

3. I am not stepping back from this complaint

I expect a proper assessment based on the facts and regulatory obligations.

If Casino Guru is unable or unwilling to evaluate the case on that basis, I will escalate the matter directly to the licensing authority for an independent review of the casino’s conduct.

4. Request for a proper review

Please reassess the complaint according to:

- The evidence submitted

- The casino’s duty of care

- Their T&Cs

- Responsible‑gambling requirements

- Their failure to process my account‑closure request

I am seeking a fair, regulation‑based evaluation — not a reframing of claims I never made.

Thank you.

Emerson

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have been contacted by the casino representative. Seems like there are some issues with logging into the casino account, so I will be forwarding the messages directly.

Dear emersonvalerio, the casino states that your account has been closed on 17th March, after your direct complaint to the support team, and that no further deposits were made after this date, as that would be impossible.

Then, upon our suggestion and your proper self-exclusion request sent on 18th March, the account closure has been reclassified to permanent self-exclusion.

Can you confirm this?

Thank you for your message.

I cannot confirm the casino’s statement, because it does not match the actual timeline or the evidence.

To clarify the facts:

My first request to close my account was on 17 January, via web chat. The agent instructed me to send an email, which I did, following the casino’s own Terms & Conditions clause 3.7.

The casino did not close my account. Instead, I received bonuses and continued to make deposits.

My message on 16 March was a formal complaint about the casino’s failure to close my account in January. It was not a new closure request.

All deposits made after 21 January 2026 were processed while my account should have been closed. The total amount deposited after that date is £2,470.00.

I am requesting a refund of all deposits made after my closure request on 17 January, not after my complaint on 17 March.

My account was never closed, and I never received any closure confirmation by email. The account is still shown as "under review."

For these reasons, the casino’s statement is incorrect.

Kind regards,

Emerson

Dear emersonvalerio,

Sine you avoided answering my direct question and steered the narrative your way, I will take it the casino statement about closing your account on 17th March is correct. At that time you have also sent the proper self-exclusion request stating gambling addiction - at my request - so it fits the timeline too.

I believe I have explained in detail why your request for account closure in January does not count as self-exclusion, but just in case I will repeat it is because no gambling issues were mentioned. Once again, in cases of regular account closure, it is always assumed the player is not addicted and even if the account stays open, the player can simply stop visiting the casino website and play. For that reason I am unable to request any kind of refund on your behalf. All your other points and issues are explained in my previous posts, so I will not repeat them here.

Instead, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

Due to the aforementioned reasons, I will now proceed to reject this complaint. Thank you for your understanding.

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.