The player from the United Kingdom reported that Lizaro Casino had failed to close her account despite her informing them in December about her serious gambling problem. She had continued to make deposits over the last two weeks and questioned the casino's failure to act on her request in a timely manner. The complaint was closed due to the player's lack of response to the Complaints Team's inquiries and requests for additional information. No further investigation or resolution was provided at that time. The player could reopen the complaint if she chose to resume communication.
Lizaro Casino - Player’s account should have been closed.
Closed
Our verdict
Player stopped responding
Amount: £600
Lizaro Casino
Safety Index:Very lowCase summary
Discussion
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3 weeks ago
Lizaro casino failed to close my account after I expressed to them in December how I had a serious gambling problem! Emails for evidence to follow, they have let me deposit since over the last two weeks spending a good bit of money I have asked them why they didn’t close my account and how they have let me deposit again after letting them know that I had a serious gambling problem! Reading there terms and conditions it says that they close them as soon as possible but surly from December to know isn’t as soon as possible
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
thank you very much for submitting your complaint. I am truly sorry about your negative experience with Lizaro Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Have you received any responses from the casino via email regarding your self-exclusion requests?
- If you did not receive any replies via email, have you tried reaching out to the casino through live chat or other official communication channels?
- Could you please confirm whether you have passed the KYC verification in this casino?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you very much in advance for your reply.
Best regards,
Attila
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2 weeks ago
Dear Lauren281998,
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.
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1 week ago
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,
Attila
Casino.Guru
