IZZI Casino - Player is struggling to withdraw her bonus winnings.

I have been playing at Izzy Casino since 2021, the account is naturally verified, there was a huge pile of deposits, there were earlier payments. Last night (Saturday, MAY 6!): snatched a promo from MaksOne streamer for 1000 rubles. (I managed to activate in the chat) I won back the wager, the balance was 23 thousand something, after laundering, it fell to real 10.000r (Max cashout x10 of the bonus amount) I put 8000r on payout. and for 2000 continued to play. Managed to win some more money. Also put in a conclusion. then the payment of 8000r was canceled, contacted support for the first time: They said everything was fine with the payment! Expect 2 to 4 hours. Then I told them that they had just canceled the payment of 8000r. they looked and asked to make a minimum deposit and its turnover x3 (Well, I understood this because there was no activity on the account for a long time) There was no money on the wallet for a deposit (I use only piastrix) Then I continue to play and managed to win 50 thousand. rub. (In the amount of 49900 rubles with a penny) This morning (May 7th Sunday) I replenished the balance by 500 rubles. and do it three times.

I bet again on the withdrawal, different amounts and cancel again. I write to technical support for which they ask me to make a deposit of 50k and make its turnover x3. RECALLING clause 10.6 of the rules on laundering the bonus, etc. BUT IT IS CLEARLY WRITTEN IN THE RULES: "IF THE DATA IS NOT FILLED THEY HAVE THE RIGHT TO WRITE OFF THE BONUS" + "... IF THERE IS A SUSPECT OF FRAUD, THEY HAVE THE RIGHT TO REQUEST A DEP EQUAL TO THE AMOUNT OF THE BONUS WIN OFF, AND ITS TURNOVER x3" Naturally, everything is filled in and confirmed (account verified two years ago)

It is not clear what fraudulent actions on my part we are talking about. For my part, I say that I did not violate any rules and fraudulent actions. And also according to their rules: "Dep + Turnover of the WIN BONUS": That is, as I understand it, the wagered bonus is 10 thousand (I have already won the rest from this WIN BONUS) That is, they can request a maximum of 10k dep and its turnover x3. WHERE IS THIS 50K NUMBERS FROM? And why then it was necessary to demand min.dep? No messages are sent to the mail about the cancellation of payments, no clarifications from the security service are received. (they don’t say the reason for the cancellation of the payment. STUPIDLY REQUEST 50 thousand rubles a deposit !!!

Previously, in similar casinos, in the Royal Partners network, it was also possible to win back such bonuses from streamers, and withdraw them without problems, without any additional verifications and deposits. PLEASE HELP WITH PAYMENT AND DEAL WITH THE SITUATION!!!

FROM THE CASINO PLEASE GIVE PROOF WHAT VIOLATIONS AND FRAUD ACTIVITIES ARE WE TALKING ABOUT? I JUST HAVE BEEN PLAYING AT A CASINO FOR YEARS AND THERE ARE NO SUCH "DURING RULES" IN ANY NORMAL INSTITUTION. I won back the bonus, so give me mine (Max cashout 10 thousand AT ALL) Where can I get ten or even fifty thousand for a deposit?! (I do not agree with this rule) !!! If I had such means, would I play for a bonus 1000r at all?!!

Here is the paragraph of the rules 10.6 according to these rules I am a scammer and therefore they requested a deposit and its triple turnover. I REPEAT: I DID NOT BREAK ANYTHING ANYWHERE.

Previously, the account was verified, all data is filled in and confirmed. Previously, there were repeated deposits.

Dear Redkozubova92,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Was the following rule used to justify an additional deposit?

If a no deposit cumulative bonus is received but we suspect fraudulent activity, we reserve the right to ask you to make a deposit equal to the wagered bonus funds in your account at the time the withdrawal request is submitted (not less than 10 €), and ask to wager the deposit three times.

If there's any relevant communication, please forward it to petronela.k@casino.guru.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Yes, they asked to make a minimum deposit and its turnover. I made a deposit of 500r. Played it x3.

But again according to these rules: IF I AM A FRAUD! They have the right to request dep. Well, let's say 1000 rubles. (equal to the bonus), well, even let the deposit be 10,000 rubles. (Equal amount of WIN BONUS)

But certainly not 50,000 rubles. what the f***

Let them provide proof and evidence of identified FRAUD ACTIVITIES specified in rule 10.6

There were no violations. I play honestly and responsibly. Moreover, the account was verified back in 2021. And there were repeated earlier deposits.

Thank you very much, Redkozubova92, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear comrade Branislav! I have already stated the essence of the problem. Kindly help with the payout from the casino. My 50000 rub. They don't want to take it out. They require a deposit and its turnover x3 (150,000 rubles of turnover) in order to take my honest winnings of 50k rubles from a no deposit bonus.

According to paragraph 10.6 of the rules (which the casino refers to) they have the right to request a deposit and its triple turnover, only in case of detection of fraud on my part!!! Let them provide some evidence. WHAT AM I A FRAUD? The fact that for the first time in 3 years of the game you managed to win an HONESTLY large amount?!

And also according to the same paragraph of the rules 10.6 (which the casino refers to) They can request a deposit in the amount of the WIN BONUS: The bonus was 1000 rubles, I wagered it fell to the real only 10000 rubles, which means the maximum deposit that they have from me to demand is 1000-10000 ₽ NOT MORE!!!

Since I won the rest not from the bonus, but exclusively from the REAL BALANCE!!! ++ Earlier there were deposits in this casino. ++ The account was previously successfully verified and all data is confirmed!!! ++ At the request of those. support, I made a min. dep and its threefold turnover.

Why mislead the player and demand from him a DEPOSIT of 50,000 RUB ?!

I filed a complaint against LATESTcasino, the manager, a representative of the IZZI casino contacted me and for some reason they reset my 50 thousand rubles again to 10 thousand!!!

They say a maximum of 10k can be withdrawn !!! Question: WHY DID THEY DEMAND A DEPOSIT OF 50 THOUSAND FROM ME? IF A MAXIMUM OF 10 THOUSAND IS IT POSSIBLE TO WITHDRAW FROM THEM?!!!

CASINO IS A SCAM!

Hello, Redkozubova92,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Izzi Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Izzi Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What steps should the player take to withdraw her winnings? What is the maximum cashout amount from this bonus? What are the exact bonus terms and conditions for the used bonus, and where can I find them?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

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.

Greetings to you! According to the system, you exceeded the maximum winnings from the bonus, the entire exceeded amount was canceled before making a deposit for the balance amount, in your case, plus -500 rubles that you made earlier, the funds from the bonus are not real before making a deposit for the balance amount and wagering it X3, you made bets on bonus fundsand your deposit of 500 rubles was not enough, because you had to carry 10,000 rubles, it was your winnings, so that it was a real deposit NEEDED + wagering it.

Rule clause – 10.2 : • The maximum amount of winnings received after wagering a no deposit bonus or no deposit free spins, and available for withdrawal, is x10 of the amount of the bonus received, unless otherwise specified in the bonus description. If the amount of funds won exceeds the limit, it will be deducted from the game balance upon completion of the wagering or when making a withdrawal.

You will be able to withdraw funds only after fulfilling the condition specified above, due to the technical features of the bonus. We apologize for the misinformation, initially the operator mistakenly demanded a deposit of 50,000 rubles. Due to the technical features of the bonus, you were misinformed. A conversation was held with the operator.

As far as I can see, the player made a deposit for the bonus amount, played it back and withdrew the remainder.

If you have any more questions, we will be happy to answer them!

Sincerely,

IZZI Casino!

Thank you, Izzi Casino team, for your explanation.

Dear Redkozubova92,

Can you please provide us with an update on your issue? Could you confirm that you have already withdrawn your winnings successfully? Was your issue resolved?

Is the above explanation enough for you? Or, if any of the information provided by the casino representative is incorrect or did happen differently, can you clarify it from your point of view?

Dear Redkozubova92,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Izzi Casino team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru