Lizaro Casino - general discussion (page 11)

I'm very sorry to hear about your situation and that the casino doesn't appear to have taken the steps it should have to protect you after you informed them about your gambling problem.

I do have a couple of questions that would help clarify the situation. When exactly did you first inform the casino that you were struggling with a gambling addiction and wanted your account to be closed? Also, did you continue depositing after that request, and if so, over what period of time?

Cases like this can be quite complicated. While casinos should act as quickly as possible when a player requests self-exclusion due to gambling addiction, it's also important to understand that account closures are not always processed instantly. We generally consider that casinos should complete such requests within a reasonable timeframe, usually up to three days.

That's why it's important to know the timeline. If your deposits were made after the casino had a reasonable amount of time to process your self-exclusion request, that could make a significant difference when assessing your case.

Could you please let me know? That will help me better understand what happened.

Okay so i asked for it to be closed on the 17th of June through a email, and they didn’t close my account Intill I had to tell them that it was really effecting my mental health!

I manged to deposit right up Intill Saturday the 27th of June wich was 10 days later, I have since had a email saying I will be getting no refund!

If you first informed them that you wanted to close your account and only said that, it is quite normal that the casino does not close the account immediately. They usually try to persuade you to stay, give you a bonus, and ask why you want to leave. It does not have to be like this in every case, but in most cases it is, because the casino does not want to lose its player.

When you have a problem with gambling, it is always best to tell the casino immediately.

It is always important to inform the casino that you have a gambling addiction or that you do not have control over your gambling, and in that case the casino should close your account immediately.

If you only tell them that you want to close your account without giving a reason, or without saying that you have a gambling problem, then it is usually not closed promptly, and the casino in a way has no way of knowing that you have a problem unless you tell them.

You also say yourself that the casino did not close your account until you told them that you have gambling problems. When exactly did you tell them that you have gambling problems?

Also, sometimes it is best to use all communication channels available, not just email, unless it is clearly stated in the terms and conditions that such requests are handled only by email. It can also be submitted via live chat, and they can escalate it further. That is just for the future in case something similar happens.

I can send through emails of proof

Thanks. I think it would definitely be important for our team to see the emails you exchanged with customer support, as well as any live chat conversations you had.

From the first email I read, you only mentioned that you wanted to close your account. Then, in a later email—if I remember correctly, around June 22—you mentioned that you had informed customer support that you have a gambling problem. I think those chat logs would be very important for our team when assessing your case, especially regarding the possibility of a refund.

If you decide to submit a complaint, I'd also encourage you to stay engaged with the process. I noticed you've already opened two complaints against this casino in the past, and both were eventually closed because you stopped responding. So if you do have those chat logs, I would definitely recommend submitting a new complaint.

If you don't have them, though, it may be more difficult to obtain a refund from the casino. I don't want to promise you that you'll receive one, because based on what I've seen so far, the evidence seems quite limited.

That said, our complaint team is the one that handles these cases. I'm just a forum moderator, so I don't decide complaint outcomes. You're welcome to submit your case to them and see what they say.

Hi,

After big losses of between 30k-35k i got a message from the VIP manager that I should get a 30% cashback it I should do a 50 euro deposit until sunday. After the email I still deposited a lot but they don’t give me my cashback. I was already in contact with normal support and also tried to get in contact with the vip manager.

Until now no response.

Is this casino a fraud?

Hello,

Based on what I’ve seen, this casino has a fairly low safety index, so I wouldn’t be too surprised by issues like this, to be honest.

Regarding your cashback, is it possible that there was a specific condition mentioned somewhere—like it only being credited on a certain day of the week, or only once a week, or something similar? From what you described, I didn’t see any clear timeframe for when the cashback should be paid out.

Of course, if you fulfilled all the requirements, then you are entitled to it and the casino should definitely credit your cashback. However, I can’t be completely sure how this will turn out or whether it will be resolved.

In any case, I can see you have already opened a complaint with us, and our team will do everything possible to help you with this situation.

Hello,

Lizaro Casino now has a jackpot. You can register and choose between 10% and 30% of your wager per spin on slot machines to contribute to this jackpot for a chance to win one of four different jackpots. The numbers are constantly increasing, and every few minutes someone wins the smallest jackpot (around €50-150), which is still somewhat believable. But the Grand Jackpot is always over €100,000; it's even been close to €200,000, and yet someone actually wins it every few days. It's completely unbelievable to me that a player wins the Grand Jackpot with such a large sum every 1-3 days.

Can someone tell me if this is a real jackpot or just a scam to extract more money from the player, which the casino then receives?

Example: I play a slot game and choose €1 per spin. If I register for this jackpot and select the 30% bonus, then €1.30 will be deducted per spin, but I'm only playing with €1 on the slot machine, and 30 cents go into the jackpot. Therefore, a deposit disappears much faster if you don't have any real winnings on the slot machine, and the chance of winning the jackpot is probably very low, even though the list of winners is updated almost every minute.

Hey, thanks for sharing! 🙌

I’ve been waiting a good 5 days now for my withdrawals but after reading everyone’s comments am I expected to be waiting weeks before anything gets moving? I have £1360 pending and £3,000 in my balance. Not convinced anything is going to happen but if a few people have received some money back maybe there’s hope 🙌🏽

Did you receive all withdrawals? If so, how long did it take on average for each withdrawal?

Hello. I think it would reassure me too if I saw that other players had already received their money.

If the only thing you need to do right now is wait, then I wouldn’t consider the situation too worrying yet. We’ll see how long it takes in your case.

We generally give casinos up to 14 days to process a withdrawal. If that time passes and you still haven’t received the money, you can ask our complaint team for help.

Do you think you can give it a little more time for now? And just to make sure, the casino hasn’t asked you to provide anything or complete any additional steps, right?

It’s sort of reassuring but I’ve also spoken to people who ever received their funds so I’m torn.

I understand the wait time and I’m willing to wait it out but there’s only so much one can take 😂 The casino hasn’t asked me for any type of verification at all. I’ve offered to provide any documents, bank statements, id’s they need but so far they continue to say I don’t need to be verified so unless that’s the reason for the delays I’m not sure what’s going on. Guess we’ll just wait and see 🤷🏽‍♂️

Hey, I'm sorry to see the withdrawal is surrounded by such delay and in my opinion, you're completely correct when you say that even patience has its limit. 🙂

I guess we have no way to find out more details unless the support decides to share more, but I certainly hope the money arrives soon, especially when no verification is needed...

Let's stay in touch, of course.

I can confirm I have recieved the first withdrawal I made of £360 on the 27/08, this morning. Gives me reassurance for the rest of the withdrawals I have pending and hopefully for others that are waiting they DO pay out, albeit slowly.

There you go. Sometimes patience really is the most important thing.

Of course, I completely understand that waiting longer for your own money isn’t pleasant. The important thing, though, is that your first withdrawal has already arrived, and hopefully the others will follow as well.

At least now you have a better idea of how long withdrawals from this casino may take, so if you withdraw again in the future, you’ll know roughly what to expect.

Once the rest of the money arrives, feel free to let us know.🙂

Recieved another £500 on Monday 7th September but have got nothing since. Another £500 requested on the 5th and another 7th. Got a withdrawal by bank transfer I’ve been waiting on since 1st September so unsure what’s happening with that, just keep getting the same old "delay in payments" or "your money’s safe" so guess we’ll wait and see.

Well, it looks like patience will be needed once again. Hopefully, you’ll receive your money this time as well, so for now I’d probably just wait and see how things develop.🙂