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My withdrawals are blocked by the operator after winning 18,000 euros.

I won €18,000 in the live casino (roulette) with real money, no bonuses. I've submitted all the required documentation (KYC), and my account manager, Rodrigo Serrano, keeps giving me the runaround. The finance department has blocked my withdrawals (restricted by the operator) and they haven't given me a technical reason. They keep saying they'll send me an email with the authorization soon, but it never arrives.

Tengo los retiros bloqueados por el operador tras ganar 18000 euros.

Gane 18000 euros en el casino en vivo (ruleta) con saldo real, sin bonos. He enviado toda la documentación (KYC) y mi gestor de cuenta, Rodrigo Serrano, me da largas constantemente. El departamento de finanzas tiene bloqueado mis retiros ( restringido por el operador) y no me dan una razón técnica. Me dicen que en breve me enviarán un correo con la autorización pero no llega.

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Dear Gatillo0476,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

I just tried to log into my Lizaro casino profile and my account has been blocked, leaving my €18,000 balance unavailable for withdrawal because I filed a complaint through you.

Acabo de intentar entrar en mi perfil de Lizaro casino y me han bloqueado la cuenta, con mis 18000 euros de mi saldo sin poder retirar por poner la denuncia a través de vosotros

I just received a call from someone named Leo who claims to be my new account manager for the month, offering me promotions and bonuses to become a VIP customer. I told him my withdrawals are blocked and that I won't play at his casino again until I withdraw my money. He said he would try to unblock my withdrawals, but that's where it stands; they're still blocked.

Me acaba de llamar un tal Leo que dice que es mi nuevo gestor de este mes regalándome promociones y bonos para hacerme cliente vip y le he dicho que mis retiros están bloqueados y hasta que no retire mi dinero no vuelvo a jugar más en su casino. El me ha dicho que va a intentar desbloquear mis retiros y ahí se ha quedado, porque siguen bloqueados

Dear Gatillo0476,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hi, as I mentioned, yesterday a guy named Leo called me and said he was my new agent this month. He offered me promotions and bonuses with the idea of ​​making me a VIP. I told him all I wanted was for my withdrawals to be unblocked so I could make them normally. He said he'd look into it, but nothing's happened yet; I'm still blocked and can't make any withdrawals.

I await your confirmation of the case, best regards

Hola, pues como te he comentado, ayer me llamó un tal Leo y me dijo que era mi nuevo agente este mes y me ofreció promociones y bonos con la idea de hacerme VIP. Yo le dije que lo único que quería era que me desbloquearan mis retiros para poder efectuarlos con normalidad. El me dijo que me lo iba a mirar y aún nada de nada, sigo bloqueado y sin poder hacer ningún retiro.

Espero vuestra confirmación del caso, un saludo

Hello, Lizaro casino is bombarding me with bonuses but they won't remove the block on my withdrawals. Of course, I'm not accepting or responding to any of the bonuses they're offering.

Hola, Lizaro casino me está bombardeado con bonos pero no me quitan el bloqueo de mis retiros. Yo por supuesto no acepto ni contesto a ninguno de los bonos que me ofrecen.

Dear Gatillo0476, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@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.

Karla

Good morning, I'm going to answer all of those questions:

1- Previously I made a successful withdrawal without any problems.

2- My account verification was initially done, my data shows that the verification was successful, and I sent them all the documentation again anyway.

3- My winnings were without bonus, with real money of my own deposited correctly.

4- I have always played at casinos and especially live roulette, which is where I made all of my winnings.

I'm going to attach all the documentation I have, emails, and conversations I've had with them. As I mentioned, I've been assigned a new casino agent named Leo, and he contacted me today. I'll send you his latest email to the address you provided.

Buenos días, te voy a responder a todas esas preguntas:

1- Anteriormente si hice un retiro exitoso sin ningún problema.

2- La verificación de mi cuenta se hizo en un principio, en mi datos aparece que la verificación fue correcta y de todas maneras les envié de nuevo toda la documentación.

3- Mis ganancias fueron sin bono con dinero real mío depositado correctamente.

4- Yo siempre he jugado a casino y sobretodo a la ruleta en vivo, que es donde hice la totalidad de las ganancias de mi saldo.

Te voy a adjuntar toda la documentación que tengo, correos y conversaciones que he tenido con ellos. Como te he comentado, me han asignado un nuevo agente del casino llamado Leo y hoy mismo se ha puesto en contacto conmigo, te voy a enviar el último correo, al correo que me has puesto

And some more photos from that night, when I kept making deposits until I won the prize.

y alguna foto más de esa noche que iba haciendo el depósito hasta que conseguí el premio

And the chat conversations are always the same: they're trying to get in touch with the finance department, and the answer is always that they're verifying my plays and little else, just giving me the runaround.

y las conversaciones por el chat es siempre de lo mismo, que están intentando ponerse en contacto con el departamento de finanzas y la respuesta es siempre que están verificando mis jugadas y poco más, dándome largas

I spoke with the chat support, as manager Leo told me to, and this is the response:

He hablado con el chat, como me ha dicho el gerente Leo y está es la respuesta:

Dear Gatillo0476,

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, Romi, (romana.r@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,

Karla Mayfly

Thank you very much, I also hope it gets resolved as soon as possible.

Muchas gracias, yo también lo espero que se resuelva lo antes posible.

Hello,

My name is Romi, and I will be assisting you with your case. 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 withdrawal and clarify the situation?

Thank you in advance.

Respectfully,

Romi

Thank you, my agent on behalf of Lizaro is named Leo, in case he can be the person to provide explanations.

Gracias , mi agente por parte de Lizaro se llama Leo, por si puede ser la persona que dé explicaciones

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.

And I would be left without my money? What could I do?

Y me quedaría sin mi dinero?? Que podría hacer yo??

Good morning, I've just been asked to verify my identity with documents, which I've sent. And they're bombarding me with offers of 80% bonuses, almost daily, just so you know.

I will keep you informed of what they ask me for.

Hola buenos días, me acaban de pedir verificación de identidad con los documentos y se los he enviado. Y me están bombardeando con bonos del 80 % incluso casi a diario, para que conste ante vosotros.

Os iré informando de lo que me van pidiendo.

I'm sending them card documentation, bank contracts, etc., and I hope it won't always be like this because I don't know what else they're going to ask for to verify that everything is in order.

Les estoy enviando documentación de tarjetas, contratos con el banco, etc… y se los estoy mandando, espero que no sea siempre así porque ya no sé qué más me van a pedir para comprobar que todo está en regla

Dear Gatillo0476,

We have repeatedly tried to contact Lizaro Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. Since the casino operates without a valid license and does not refer to any ADR service, there is no gaming authority to turn to.

I will now close the complaint as unresolved.

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

I recommend choosing casinos based on 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,

Kristina