The player from Germany had been waiting three months to withdraw €8,230 from Casino Lizaro after completing the bonus requirements. Despite submitting all requested verification documents via email, which the casino confirmed receiving, she was repeatedly asked to resubmit the same documents through a new system without explanation. She remained able to access her account and had provided all correspondence as evidence. The complaint was closed as unresolved due to the casino's lack of response and cooperation with mediation efforts, and the casino's rating was affected accordingly.
Lizaro Casino - Player’s withdrawal has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 969
Amount: €8,232
Lizaro Casino
Safety Index 1.7 Very lowCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I hereby wish to file a complaint against Casino Lizaro.
background
On January 23, 2026, I used a reload bonus of 150% up to €1,000 at Lizaro.
I deposited €667 for this. I used my real money to play Dice (Spribe) and then fulfilled the bonus requirements using Money Cart.
After full implementation, a disbursable balance of €8,230 was achieved.
Requested verification documents
Lizaro requested the transaction history of my Jeton Mastercard with the last digits ****8853 for December 2025 .
Since this Mastercard has now been replaced, it was technically not possible to create a classic PDF bank statement for this card.
For this reason, I contacted Jeton several times and presented the casino with the following evidence:
-Screenshots of the card's transaction history
-Proof of payment to Lizaro dated 16.12.2025
-Explanation of the relevant transactions
-Chat logs with Jeton support
-Proof that a PDF statement cannot be generated for this replaced Mastercard
-Submission of documents
On February 27, 2026, I sent all requested documents to Lizaro support via email.
Lizaro confirmed in writing on the same day:
"We thank you for the documents provided."
"We have sent the documents to the relevant department."
For me, this clearly confirmed that:
the documents have been received,
the documents were accepted
and the review is now being carried out by the responsible department.
Current situation
After this confirmation, several months passed without any further feedback.
It was only on June 11, 2026, that I suddenly received a request to resubmit the same documents – this time via the DVS verification system on the website.
I then pointed out to Lizaro on June 19, 2026 , that all documents had already been submitted and confirmed by Lizaro on February 27, 2026 .
Instead of receiving an explanation as to why the already confirmed documents were insufficient, I was simply asked once again to upload the documents via the website.
My problem is not providing documents.
My problem is that:
-the documents were already submitted on 27.2.2026 ,
-Lizaro has confirmed receipt in writing,
-the documents were forwarded to the responsible department,
-the verification then remained unprocessed for months,
-and now the same documents are being requested again, without explaining why the originally submitted documents are supposedly insufficient.
To this day I have not been informed:
-which specific documents are missing,
-which submitted documents were allegedly insufficient,
or why the already approved documents are not being accepted.
I therefore request Casino Guru's assistance in clarifying this case.
From my perspective, I submitted all requested documents completely and on time, and cooperated for months. Nevertheless, the verification process is not yet complete, and the payout of my balance of €8,230 continues to be delayed.
I am always ready to provide the Casino Guru team with all documents and correspondence with the casino upon request.
Best regards
Ninosch
Automatic translation:
Public
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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’m sorry to hear about your negative experience with Lizaro Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you submitted the document again via the new system, as the casino requested anyway?
- Were you in communication with the casino between February and June?
- Could you please share with me your communication with the casino asking for the documents recently?
- Is your player's account accessible to you? Can you log in?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
TranslationHello Tomas,
Thank you for your message.
I will gladly answer your questions:
Did you resubmit the document via the new system as requested by the casino?
No. I did not re-upload the document via the DVS system.
The reason is that I already sent the required documents to the casino via email on February 27, 2026. On the same day, support confirmed receipt of the documents in writing and informed me that they had been forwarded to the responsible department.
For me, the verification process was now fully submitted.
Several months later, I was suddenly asked to upload the same documents again via the DVS system, without any explanation as to why the already approved documents were insufficient.
Did you have any contact with the casino between February and June?
Yes.
On June 11, 2026, I received a request from the casino to upload the documents via the DVS system.
I then contacted support again on June 19, 2026 , and explained once more that I had already submitted the documents on February 27, 2026 , and that receipt had been confirmed at that time.
The casino simply replied that the documents had to be uploaded via the DVS system, without addressing my previous submission or the confirmation of receipt.
Could you please send me your current correspondence?
Yes, of course.
I will send you all emails and chat logs. These include the original submission from February 27, 2026 , the casino's confirmation of receipt, and the current correspondence from June 2026 .
Do you have access to your player account?
Yes, I can still log into my player account without any problems.
Thank you for your support.
Best regards
Ninosch
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3 weeks ago
TranslationHello Tomas,
Enclosed please find the complete folder containing all documents, screenshots, emails and chat logs related to my verification with Lizaro.
If there are any duplicate files, please excuse this. This is intentional.
I create a separate folder for each casino and save all submitted documents there. If a casino requests the same documents again, I deliberately save them again in the corresponding folder. Therefore, if duplicate files exist, it usually means that the casino has requested or received the same documents from me multiple times.
I deliberately chose to send you the entire folder so that you can see the complete history of the communication as well as all the evidence and no potentially important information is lost.
Thank you so much for your support and your time.
Best regards
Ninosch
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2 weeks ago
Dear Player,
Unfortunately, I would like to inform you that since this casino has multiple cases closed as "No Reaction Policy," 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, it seems to be a common practice of Lizaro Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous 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 died 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 anytime.
