Lizaro Casino - Player's withdrawal has been cancelled without authorization.

Hello,

I am submitting a complaint regarding Lizaro Casino and a disputed balance of €6,900.62.

I played using my own deposited money and did not activate or use any bonus money or free spins.

On 23 September 2026, my balance reached €6,900.62. I requested a €1,000 withdrawal to my Revolut account. The withdrawal initially appeared as being processed / under review. It was later shown as cancelled. I did not personally cancel this withdrawal.

After the cancellation, the balance was subsequently depleted. Lizaro support told me that the withdrawal had been cancelled and that the funds were then used for gambling. I dispute this explanation and the subsequent transactions.

I asked Lizaro to provide the exact technical information showing who or what cancelled the withdrawal, including the exact cancellation time, IP address, device, session information, timestamps and transaction/bet IDs. Lizaro has now confirmed by email that my data request has been escalated to the relevant department and that a data report is being prepared and will be sent to me.

There are also serious irregularities in the transaction history visible in my account. The history contains an extremely large number of repetitive transactions with different amounts, including repeated bets such as €30, €0.10 and €0.20, as well as recorded wins. I spent approximately 30 minutes continuously scrolling through the history and was still unable to reach the relevant period of the withdrawal cancellation.

During this scrolling, the timestamps also appeared repeatedly out of chronological order. Seconds and minutes sometimes moved backwards and forwards rather than following a normal chronological sequence. Because of the enormous number of transactions and the inconsistent order, it is practically impossible through the visible account history to identify the exact moment when the withdrawal was cancelled and what happened immediately afterwards.

This is especially important because Lizaro support was able to state very quickly that the withdrawal had been cancelled and the funds had been played, but they did not provide the exact cancellation time, the session/device/IP associated with the cancellation, or the technical evidence showing that I personally authorised the cancellation and the subsequent transactions.

I am therefore requesting Casino Guru to investigate this matter and help determine whether the withdrawal cancellation and subsequent transactions were genuinely authorised by me. I am requesting restoration/payment of the disputed €6,900.62 unless Lizaro can establish through verifiable technical records that I personally authorised the cancellation and the subsequent transactions.

I will also provide the data report from Lizaro as soon as I receive it.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

The gameplay screenshot you supplied shows entries in descending chronological order, from 13:33:13 to 13:33:06. This screenshot therefore does not demonstrate the timestamp irregularity you described. Two bets recorded within the same second, or a bet and a win sharing a timestamp, do not by themselves establish a technical malfunction or fabricated activity.

• Did you continue playing after requesting the €1,000 withdrawal on 23 September? Please explain when you last played and which subsequent transactions or gaming sessions you do not recognise. Do you recognise the Power Sun XXL bets shown in your screenshot, or do you suspect that someone accessed your account without your permission? If so, what led you to this suspicion?
• The transaction history you provided shows unsuccessful Apple Pay deposit attempts on 23 September at approximately 15:17. Did you make these attempts yourself?
• Please forward your complete correspondence with the casino regarding the withdrawal cancellation and disputed gameplay to veronika.f@casino.guru, referencing complaint 233843. Please send the original emails where possible and include the data report once the casino provides it.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear adzenmulleti26,

Thank you for your emails.

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation; however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue; however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Lizaro Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have failed, as the complaints grew in number. We strictly recommend staying away from Lizaro Casino. I wish I could be of more help.

The casino can reopen this complaint at any time.