Lizaro Casino - Player's account remains active despite closure request.

Since early February, I have indicated that I have a gambling addiction and want to close my account. I did this via vip@lizaro, support@lizaro, and live chat. I received messages stating that they are doing everything they can to prevent this and providing links where I can go for help, but in the meantime, I continue to receive bonuses and can simply keep depositing. I have said at least 20 times that I really want to stop and am getting into serious trouble, but they don't care. Eventually, I received a message via email stating that my account had been closed, but this is not true. To this day, I can still make deposits and have also lost thousands of euros that I actually had to pay to the tax authorities, which has landed me in serious trouble. I have a whole laundry list of evidence, from the live chat to emails, including the confirmation that my account would be closed again on March 9th, but then I received bonus credit again and I went back to playing and making deposits and returning to the bad habit, and all my money is being spent on gambling and I can't pay the bills.

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Dear Zegikniet,

Thank you for taking the time to submit your complaint. I sincerely regret to learn 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.

Could you please forward the account closure requests you sent to the casino to my email at kristina.s@casino.guru? Do I understand correctly that you currently have access to your casino account?

Thank you very much for your cooperation.

Best regards,

Kristina