Lizaro Casino - Player's withdrawal is delayed and under review.

Hello I made a deposit and played through the bonus and ended up with $4800 real balance (withdraw-able) made first withdrawl request on the 22nd of November of $800 (max daily cashout for new players) but you are meant to be allowed 3 pending withdrawls at a time per their terms and conditions but have locked them after first withdrawl and have been locked ever since. They asked for verification on the 26th of November. Sent all documents immediately. Finally after being under review for a month half of it got verified and then they asked for card front and back again and proof of transaction again (that was my fault accidentally sent wrong transaction) but sent them the right one and my card again on the 26th of December and it's still "under review" since then. Sent mail and used live chat numerous times since then just to get the same generic response over and over again. They did reply with one email asking for a card that doesn't exist because it was Apple Pay it uses a thing called "DAN" device account number, it's a randomised tokenised card number, not my actual card number for security purposes. Also explained all that to them. But they have a screenshot of the transaction from my bank, full bank statement for a month like they asked and the card I used. It's not possible to send the card number generated by Apple Pay. They are horrendous at communicating what they want during this whole verification process too, I just log in daily and look at my verification to see if anything g has changed and on the very rare occasion it has and they asked for things again but don't explain exactly why or what the want having asked twice or 3 times for same things. Received not one email about verification from them since it started the only mail I received was the replies to the ones I sent them asking what is taking so long.

Important notice:

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Dear Dunny83, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. 

• Could you please advise which documents were approved and which were not, to your knowledge?
• Have you received any communication indicating the status of your latest document submission?

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

Best regards, 

Attila G.

Hello my ID has been accepted. Now just the card front and back and proof of transaction is what is still under review. Sent screenshot of transaction, sent card front and back numerous times and sent my banke statement for the 30 days as requested. I emailed them after a week asking what is happening and they sent me an email asking for that random Apple Pay card number. I can't send them that because it doesn't exist but even if I could it has been under review the whole time so can't add any new documents. Other than that no email or correspondence from them unless I initiate it.

Dear Dunny83,

Thank you for your response.

Could you please provide any updates regarding the verification process? Specifically, has the casino accepted the documentation for your card?

Thank you in advance for your reply. I appreciate your assistance.

Best regards,

Attila

Na still not verified. Latest was my verification section asked for documents but didn't say what they wanted nor does it give me an option to upload anything.

TBH I haven't really gotten any real meaningful correspondence since this whole verification process started back in November 26th 2025. Really don't know what else to do, I email them every couple of days and message the chat but same response saying it is in the process blah blah blah.

Dear Dunny83,

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, Lucia (lucia.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,

Attila

Hello, they asked for additional information last week. They wanted bank statements from the account that was transferring money (my business account) to my account I use for depositing into casinos. Which is odd because I didn't deposit with that account. But sent them what they wanted regardless. I was finally fully verified last night. Two months and 2 days later! Haha I now have pending withdraws so hopefully the whole ordeal is over. Will message again if they don't pay for whatever reason. Really appreciate your help, casino guru are doing god's work lol

Hello Dunny83,

My name is Lucia and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Lizaro Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Lucia

Hello, I have finally been verified last night. I have pending withdrawls now. Will let you know if I have any issues with those. But normally once verification is sorted the payments should be fine. Will keep you posted. Thanks for your help.

Hello Dunny83,

I am happy to hear things are moving in the right direction. I will leave this complaint open for now. Please keep us updated on any new developments.

Finally received all the money. Started 22nd of November 2025 and now the ordeal is over the 5th of February 2026. Glad it's over but I don't understand how it took so long. Thanks for your help casino guru.

Dear Dunny83,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Lucia S 

Casino.Guru