Lizaro Casino - Player's winnings are delayed and unresponsive support.

I had a case of missing winnings with Lizaro online casino.

After some time these winnings were credited to my account but had incurred a 'new deposit wagering requirement of 1x'

As you can imagine I emailed support who did not respond.

I emailed my VIP manager who responded after several weeks.

I also made contact with live support chat many, many times. They however lacked the ability to assist.

After some time I got a half hearted response from live support stating it had been too much time since the issue occurred and there was nothing that could be done.

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Dear Drew4292,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can understand the situation.

• Could you please confirm that your account is fully verified?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please specify the name of the game or the name of the bonus where the winnings came from?

I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.

Best regards,

Jean

I can confirm my account is fully verified to my knowledge

Winnings were won without an active bonus

Winnings won on a live casino black jack table named 'Gravity Blackjack

Winnings totaled £1455.36

Of which only £145 was immediately awarded (reason was never explained)

The winnings were won on one round of blackjack which included main bet and several side bets

Round bet (total bet) £239.68

Main bet £175.68

Poker side bet £16

Pairs side bet £16

Dealer bust side bet £16

20+ queens side bet £16

Round winnings (total winnings) £1455.36

Main bet winnings £351.36

Poker side bet winnings £80

Pairs side bet winnings£336

Dealer bust side bet winnings £32

20+ queens side bet winnings£656

All of this has been fully verified by Lizaro.

Dear Drew4292

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, Samko, (samuel.s@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,

Jean

Dear Drew4292,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Lizaro Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Lizaro Casino,

Please provide detailed information regarding the player's issue. In particular, I would appreciate clarification as to why the player's remaining legitimate winnings were credited to the account as a deposit rather than as withdrawable balance, and why those funds became subject to a 1x wagering requirement. Please also provide the relevant terms and conditions or other justification supporting this approach.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hi Samuel,

That's kind of why I've made this escalation to casino guru hoping your team can assist me in finding out why winnings had been treated as a new depoinstead of readily available for immediate withdrawal.

As far as I'm aware no terms or conditions were in place in regards to my original deposit other that the standard 1x wagering requirement.

This is obviously why the issue has grown due to being outside the scope of standard procedure.

If you require any further information please let me know.

Andrew

Dear Drew4292,

thank you for your update.

I would like to inform you that I have also attempted to contact Lizaro Casino outside of this complaint thread via alternative communication channels in order to ensure they are aware of the case and have the opportunity to respond as soon as possible. At this stage, we are still waiting for their reply.

Hopefully, this will help speed up the process and encourage the casino to provide clarification regarding the treatment of your remaining balance and the applied wagering conditions.

As soon as I receive any response or additional information from their side, I will immediately update you here and continue with the next steps of the review.

Thank you for your patience and cooperation.

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 Drew4292,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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

I can only recommend you choose casinos by 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,

Samuel

Casino Guru