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