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

Hi Kristina,

Thanks for your reply. I have an email from Lizaro itself in the attachment confirming that my account has been closed. Please do not make this public due to my name and details.

Dear Zegikniet,

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, Igor (igor.p@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,

Kristina

Dear Zegikniet,

I am sorry to hear about your problem with Lizaro Casino.

I will now try to contact a Lizaro Casino representative via email, live chat on their website, and by any other possible means. Hopefully, they will join this conversation and participate in resolving your complaint.

If a Lizaro Casino representative joins this case, please respond so that we can work toward resolving the issue as soon as possible.

Best regards,

Igor

Lizaro’s defense, based on Article 6.6.2, is legally and ethically void. The evidence I am providing (see attached screenshots) proves that Lizaro acted in "bad faith" by actively soliciting a self-declared gambling addict and failing to implement basic technical blocks.

​1. Proof of Predatory Marketing (March 3rd, 2026):

As shown in the attached evidence, Lizaro sent me a "Miss You" bonus of 50 Free Spins on March 3rd. This occurred after I had already informed the VIP manager and support multiple times in early February that I was addicted and registered with CRUKS. Sending marketing incentives to a player who has disclosed an addiction is a severe violation of international Responsible Gaming standards.

​2. Failure of Technical Exclusion (Post-February & Post-March 9th):

Despite Lizaro’s claims of supporting "Responsible Gambling," their technical systems are non-existent.

​Following my initial addiction reports in February, my account remained active for deposits.

​Most shockingly, even after Lizaro sent a second formal "confirmation" of account closure on March 9th, I was still able to make deposits.

​This proves that Lizaro’s "internal procedures" and "account closures" are merely symbolic and offer no actual protection to vulnerable players. They knowingly left the door open for a self-declared addict to continue depositing funds.

​3. Exploitation of Excluded Jurisdictions (Art. 2.3):

Lizaro’s platform actively targets players from "excluded" regions (Belgium/Netherlands) by offering the Dutch language with a Belgian flag in their menu. They knowingly accepted my deposits from a forbidden region and only chose to enforce their "rules" to avoid a refund.

​Conclusion:

Lizaro did not just "fail" to close my account; they actively lured me back with free spins and then left the deposit functionality open even after "confirming" the closure on March 9th. This is predatory behavior and professional negligence.

​I demand a full refund of all deposits. Lizaro’s actions demonstrate a total disregard for player safety and a blatant violation of their own Terms & Conditions.

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.

Dear Zegikniet,

I have repeatedly tried to contact Lizaro Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and you will be notified by email.

I recommend choosing casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best Regards,

Igor