Lizaro Casino - Player's account has been restricted despite self-exclusion.

Dear Sir/Madam,

I am writing to make a formal complaint regarding my gambling account.

At the time I was able to gamble with your operator, I was already registered with GAMSTOP and had an active self-exclusion in place. Despite this, I was able to access your services, deposit funds, and incur significant losses.

As someone who self-excluded because of gambling-related harm, I relied on the protections that should have prevented me from gambling. I believe your failure to prevent me from accessing your services caused me financial and emotional harm.

I request that you:

Investigate how I was able to gamble despite my active GAMSTOP registration.

Provide a full explanation of what checks were carried out.

Consider refunding the deposits and losses incurred while my GAMSTOP exclusion was active.

Confirm what steps you will take to prevent this happening again.

Please treat this as a formal complaint and provide your final response within the applicable complaints timeframe.

Yours faithfully

Daniel ****

Ive lost alot of money and taking this thro ombudsman shouldn't be aloud to play just want a full refund and account closed

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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 note that the casino you specified is unlicensed, and Gamstop registration is only applicable in online casinos licensed under the UKGC. In online casinos not licensed under UKGC, you'll need to request a self-exclusion due to gambling problems to be protected.

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? What did the casino reply?

If your account is currently not blocked, as the next step, I recommend you contact the casino again via email, 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

Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Dan89,

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.

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