Lizaro Casino - Player’s account closure request is ignored.

Lizaro Casino have failed to close my account despite multiple requests due to gambling-related harm. Instead of closing the account, the casino sent promotional offers that led to further gambling losses, violating responsible gambling obligations. I am seeking a full refund of all deposits totalling £4034 over 1 month made after initial closure request.

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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?

If your account is currently not blocked, as the next step, I recommend you request a new self-exclusion via email at support@lizaro.com, and at the same time, include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Lizaro Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

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

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

Hi

i I have sent the communication I have to your email. Some of the live chats I didn’t take a screenshot of and cannot get back.

they closed my account today but up until today I could deposit. I am unsure if it is completely closed as at it says is "account under review"

Hello Me1925,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thanks for your patience.

I went over the communication you provided; however, I could not find any disclosure of gambling-related harm in your account closure requests. Please note we can only ask the casino to refund money that was used on gambling if we can conclude the casino should have protected you.

Please let me know if there is any other information I might have overlooked.

Looking forward to your reply.

Hi

the gambling harm points were made in live chat which at the time I did not think I needed to screenshot as I hoped they would close my account. Surely they can see by the amount deposited, times and frequency that something wasn’t right? Also do they not have a duty of care towards players to check on this when they see a pattern of depositing?

My deposit activity 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.

they could see all of this and failed me as a customer. Why do they not have to abide by any regulations?

This constitutes a breach of both industry‑standard expectations and their own Terms & Conditions.

the constant asking to close an account should be obvious to them

Thanks for sharing your point of view.

I went over the evidence again; however, the screenshots from live chat don't show that any player protection should have been triggered either. The frequency or volume of the deposits is not a responsible gambling tool we consider to be mandatory in online casinos, and we can't ask the casino to refund you based on that criterion. If there are any further screenshots of your interaction with support, please send them to my email at tomas@casino.guru for review.

Looking forward to your reply.

ok if you and casinos find that they do not have to look out for potential harm in players that is fine. In this day and age with all gambling responsibility I find it hard to believe that the casinos are not held to any liability when looking out for players

Thanks for sharing your point of view.

Unfortunately, our ability to intervene is limited to specific circumstances, particularly when a player has voiced concerns regarding gambling issues and the casino has not taken the necessary steps to provide protection. If such evidence is not available, we recommend that the player submit self-exclusion requests and explore options to limit their exposure to gambling. We believe that notifying the casino about gambling issues is a critical indicator that should prompt the casino to take action to prevent further gambling. When such measures are ineffective, players need to present substantial evidence if we are to address the situation with the casino. Since you confirmed your account is closed, the evidence you provided ultimately doesn't warrant our further intervention.

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 any online 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.