IZZI Casino - Player’s winnings have been reduced.

I did play with the free spins and it says that only 45x to have the right to take out the money, the bonus Free Spins gave me 10 Euro ,and I made it up to 3310 Euro, and they wanted me to verify my account and I did it , I was able to make a withdrawal, and now the writing of my withdrawal and returning to me only 110 euro, beacuse of an error of a delay on the payment side. And i have more evidence of the money was available for withdrawal and nothing is wrong, but they decided to call it for an error. This is just a way to delay and SCAM people like me ,i want this to reach out to everyone.

Dear Eliasj87,

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

I have checked the general bonus terms and conditions, and this is what I found (here):

The maximum winnings available for withdrawal after wagering a no deposit bonus or no deposit free spins are 10X the bonus amount unless otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the game balance once wagering requirements are met or when a withdrawal request is submitted.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from Free Spins entirely?

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

Best regards,

Petronela

Dear Eliasj87,

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

Helloo ,no i did made a deposit of 10 euro and won the whole amount after the deposit, and i did only win 11 euro on the free spins, but i played the amount and made a new deposit of 10 Euro, and won . I have a video shows that this. I did have the right to make a withdrawal but they told me to verify the account several times, but they returned the money to my account and wanted more evidence, then after 4 attempt of making a withdrawal they decided to right of the money, but before this they did not mention anything about the bonus or anything, it was all about the verify the account, and the amount was all available for withdrawal, before I did the deposit I was not even able to play all of the games and I was not able to make a withdrawal, it was a text saying I could not Play or make a withdrawal during the bonus terms.

According to the bonus terms I would not be able to play this game either. This is just a big disappointment and a way to scam people who wins.

https://cdn1-all.bltr-static.com/?histid=5562290892&share=3mmlot85

as you all can see, the amount was available for withdrawal, otherwise it should be noted as NOT available for withdrawal

Eliasj87, could you kindly specify whether you made a deposit to activate your Free Spins or if you did so afterwards, once you had accumulated winnings from the Free Spins, for the purpose of verifying your payment method?

No i deposit after My bonus Game money was finished

I have checked the general bonus terms and conditions, and this is what I found (here):

The maximum winnings available for withdrawal after wagering a no deposit bonus or no deposit free spins are 10X the bonus amount unless otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the game balance once wagering requirements are met or when a withdrawal request is submitted.

Please understand that since you accumulated your entire winnings from Free Spins solely and deposited funds afterwards only to verify your payment method, you won't be entitled to the entire amount. If you received your legitimate winnings of €110 I'm afraid, there's not much we can do for you. Is there anything else we could try to help you with?

Unfortunately, I don't think you understand me or what I'm trying to say, sorry.

I got free spins and lost my money on free spins, then put 10 euros to win my money.

When I had free spins, I could not play all the games or make any withdrawals at all because I had not met the conditions, level or could not play all the games, it was locked.

Then I won and then I could withdraw, they asked me to verify my bank account and documents, until they were satisfied. Then I made 4 withdrawals, but the money was sent back to me each time. But after the 5th time, all the money disappeared and they claim that I played on my free spins, which is BULL*S*IT, they first said that there has been an error and I should log out and back in, then they said that it was error on their bonus and it is simply not fair, even that I could play all the games that were not available before on bonus conditions, that I could make withdrawals, which were available as you can see for yourself in the picture I took. Before, there was orange text stating that it was not available because the bonus conditions were not met

How much was your active balance please when you placed a deposit of €10?

Zero . The game i played is not available for me when you have bonus money

Could you please forward a screenshot of your bonus history to petronela.k@casino.guru? I already received your cashier history when you submitted this complaint. Thank you in advance.

Please Petronella, THEY HAVE RESTRICTIONS WHICH GAMES CAN BE PLAYED IF YOU HAVE BONUSES WHICH ONES, THERE IS ENOUGH PROOF OF QTT THEY ARE LYING, I WILL SHOW YOU.. thank you for understanding me, i will Show your, they have a button of the Games you can play with bonus money or even if you are wagering, you can't play all the games, please I beg you. Where can I show you the bonus amounts? I will send you printscr

According to the forwarded communication, your winnings were capped as there were some delayed bonus rounds. Could you please elaborate?

It was nothing like that, I lost my money for the bonus terms, and did make a deposit, and they are telling me that it was first a error, that i should log out and try in the application, but this is not true, they say it's a delay bonus error, no ! It's not true, I lost the money and I was able to make a withdrawal 4 times and they just returned the money to my account and told me first I needed to verify me, I had already been verified, the last time was my money Gone and that was because an error. They never mentioned something about the bonus or anything like that, they told me that the verification was bad picture and alll the time even if my verification was green, on there side to , they Made it up,it's to blurry, BUT WHY DO YOU ACCEPT THE PICTURE AND SAY YOU ARE VERIFIED then make up, something els. Please se My last verification of id and I'd and selfie , you can clearly se they are Green all of them, just to delay the process,

I'm sorry I Will post here , my verification was already accepted but they just played, and pretend that it was, BONUS Delay, that is not true, the Games I played was not available on bonus terms,or bonus money, and the amount should be ORANGE ,I will Show you ,

Thank you very much, Eliasj87, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Eliasj87,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite IZZI Casino to join the conversation and participate in the resolution of this complaint.

Dear IZZI Casino,

Can you please clarify what has happened to the rest of the player's winnings?

Kind regards,

Adam

Hello dear player! According to the point of rules 10.2 The maximum winnings available for withdrawal after wagering a no deposit bonus or no deposit free spins are 10X the bonus amount unless otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the game balance once wagering requirements are met or when a withdrawal request is submitted.

You unscrewed the first time with maxwin X10, then you continued to play and X10 was written off, which was exceeded.

Best regards,

Izzi Casino!

This is a pure lie, sorry but I had already passed the BONUS WHILE, as you can clearly see in the picture, I got a reply that there was something wrong, I had to log in and out, I had to verify my account, I was entitled to withdraw , otherwise it would not have been written on the withdrawal, available for withdrawal, it would have been as previously mentioned, with yellow text on the color that withdrawal is not allowed for bonus terms apply, even the games I played are not available for bonus terms, this is bad support and very short answer from your side, I know you know about this and demand that you grant my withdrawal.

Hello all,

Thank you for your responses.

Dear IZZI Casino,

The player states that they accumulated the winnings from a deposit made after completing the bonus.

Could you please provide the player's game/transaction history, so we can see the use of the bonus, how the balance was accrued, and at which point the player has placed the deposits mentioned?

It can be sent to me by e-mail (adam.m@casino.guru).

Kind regards,

Adam

Hello, Adam! We've sent all the requested information by email.

Best regards,

Izzi Casino!

I beg you, if they have not given a real answer and now they give you False dokumentation,this is not fair 2 months, and EXPLAIN for me how I was able to play the games? And how it was not restricted that it says you CAN NOT MAKE A WITHDRAWAL,I have given you everything,and now they're not even answer to the questions , my did the support in chat ,tell me to log in and out, it was an error?! Why took it 6-7 times for you to notice that I was not able to make a withdrawal?! Why did you, cancel my withdrawal and asked for something else? Why did My money comes back to my account 7 times ,and last time when everything was verified, you decided to make up the BONUS terms was a violent?! This is a scam, please just tell them the truth! And at least say that you did wrong to me , because I did only deposit 10 euro and did get a BONUS for over 4100euro , you can't accept that??! Why have you erased my deposit history???? How is it possible??? You have erased my deposit I made for the first time??

they erased all my deposit history and I was already prepared for this,I have several printscreens before they started to erase!!!! This must be THE MOST bizarre casino in all the world!!! Please see your self

Dear Eliasj87,

I have received the evidence from the casino and have asked them further questions to clarify some details.

I will extend the timer while I await their response.

Kind regards,

Adam

Thanks Adam, I also found emails where it is clearly stated that I reached another level and can withdraw 4000 euros every day, how come I had BONUS WHICH. Thank you so much Adam you don't understand how much it really means.

Hello Eliasj87,

This case is still being discussed with the casino via e-mail, so I am going to extend the timer accordingly.

I will post an update shortly, thank you for your continued patience.

Kind regards,

Adam

Thanks Adam, but I don't think they should get that long, at least they should acknowledge and enforce decisions,

Dear player, I welcome you. We are still having an internal discussion of your situation with a representative of the Casino Guru, as soon as we come to a general conclusion, we will definitely inform you.

Best wishes,

Izzi Casino!

Dear Eliasj87,

Unfortunately, this case is till being discussed with the casino, and more time is needed to bring the situation to a conclusion. I am going to extend the timer once more. I thank you for your continued patience while we try to find resolution to this complaint.

Kind regards,

Adam

Hello all,

This case is going to be discussed today in our weekly management meeting.

As soon as the meeting is concluded, I will post our final views on this case.

Kind regards,

Adam

Thank you

Hello all,

As I have stated, we discussed the matter internally at our weekly management meeting. The conclusion reached, as per other cases of this nature, is that we believe the player’s winnings should be paid to them.

The wagering for the bonus was complete, the winnings were under the maximum for the bonus, and the balance was transferred to a real money balance and displayed to the player as such. There is also nothing specific in the terms to state that the player is not able to continue playing with this money as real money, which we believe they should be able to do in accordance with our policies on Fair Gambling.

Based upon this, I would like to ask the casino if it is willing to take another look at the situation.

Kind regards,

Adam

Thank you!!! I really appreciated everything you have done, your time and support. Thank you! I hope now that Izzi casino, do the right thing.

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.

Please just do the right thing, Izzi casino. This is not right thing to just avoid my right to win and I have now been waiting for over 3 months. I don't understand why a site so big and with good reviews and ratings should ignore my right to collect the winning, this sends the wrong signs to everyone else who are playing on this Casino. Please.

Hello, dear player! No rules of our site have been violated on our part, but we can offer you a bonus as compensation. What do you think about it?

Best regards,

Izzi Casino!

I really think this is a low and demeaning way to take advantage of their customers and I have been in contact with your license manufacturer and really hope you do the only right thing, pay out my winnings that I won, as you can see I have not broken against some of your conditions or acted wrongly, you have proven to have completely ignored what the investigation came to, this will only lead to more and more people seeing and experiencing the same thing, from your side. I accept if paying out my winnings, which I am entitled to, 3 months have already passed and you respond by giving some bonus? What kind of bonus would that be?

Curaçao eGaming , is contacted File a complaint, and if anyone more having the same problems with Izzi casino,i recommend that you File a complaint at https://www.curacao-egaming.com/public-and-players/#section-file-a-complaint this is absurd and i think casino Guru should change the rating on Izzi casino.

Hello, Eliasj87! Could you please specify which bonus will be more suitable for you?

Best regards,

Izzi Casino!

Bonus of 2,500 euros, which I can withdraw without wagering requirements, instead of 3,100 euros it is undoubtedly a simple solution?

There are no such bonuses on our website, and the bonuses that exist will not meet your requirements, so we have come to the following conclusion:

1. For our part, we do not believe that we have violated our rules of our site, we have acted in accordance with our terms & conditions.
2. Your exceeded withdrawal limit is also not considered a violation, but the amount that was exceeded has been canceled in accordance with paragraph 10.2 of the rules. You also had to familiarize yourself with when registering.
3. For our part, we will describe this rule in more detail, so that such situations no longer arise.
4. Since we have not come to a common agreement with you, let the Casino Guru's representative make a decision in accordance with their vision of the situation.

Best regards,

Izzi Casino!

Please read what Guru casino has come up with! It's further up the page! I have not done anything wrong, according to the rules and conditions, you must pay out the full amount that I have won! 2 weeks have passed since Guru casino has reached a decision that I did not violate your terms! This clearly shows that you don't care about your terms or rules, I really hope you pay all my winnings, and apologize for this unprofessional behavior on your part, this is clear beyond all criticism!!

Dear player, we will not enter into a controversy, you have your own version, we have our own. Now we are waiting for the decision of the Casino Guru.

Best regards,

Izzi Casino!

I don't understand, what do you mean? Okay, we're waiting for Casino Guru's decision, which is already in the file!? SEE IF YOU KEEP YOUR WORD! Look up ! Two weeks ago came CASINO GURU's decision! Let's see if you can come up with something else. Thanks

please 2 weeks ago casino Guru did answer and decided that i did not do anything wrong or break any rules.

1. Please can Guru casino, provide a decision for Izzi casino , Izzi casino are happy to hear from you.

Best regards Elias

Dear IZZI Casino,

I believe that we have clearly explained our views on the situation already, and feel that the player should in fact be paid their winnings, for the reasons we have previously stated. I appreciate the casino stated that it will describe the rule in more detail to avoid this sort of situation in the future, but we still believe that the rule should not be applied in this way. Also, as the terms the player had available to them did not explain how this rule was applied specifically at the time, they should not have their winnings confiscated on this occasion.

Kind regards,

Adam

Hello, Adam! We have not violated the rules of our site and do not believe that we should pay the player funds that have been exceeded. As a loyalty, we offered the player a bonus, but we do not have a single bonus that would meet the requirements of the player.

Best regards,

Izzi Casino!

U told me that you would wait for casino Guru to decide?! And they have been given IZZI CASINO the right solution. Why should i say yes to a BONUS? When this is my right according to the terms and conditions i have not been breaking any rules or Terms of your, please this shows that you guys dont follow the rules, you Said that we will wait for the decision,and now you ignoring it? Best regards

Dear player, we are waiting for the decision of the casino guru to close the complaint as resolved or unresolved. We do not claim that you violated the rules of our site, but we also did not violate the rules of our site. We have clearly stated in the rules 10.2 " The maximum winnings available for withdrawal after wagering a no deposit bonus or no deposit free spins are 10X the bonus amount unless otherwise specified in the bonus terms. If the amount of winnings exceeds the limit, it will be deducted from the game balance once wagering requirements are met or when a withdrawal request is submitted', your amount has been exceeded and canceled, only the amount corresponding to the rules of our site remains. No one forces you to agree to a bonus either, we just offered you such an alternative as loyalty. At this stage, our position remains unchanged. We are ready to be punished by the casino guru.

Best wishes,

Izzi Casino!

But please this was after bonus, I deposited new money and bonus was already played and done, so don't try to say or claim that this was when I had the bonus terms, because then I wouldn't have been able to play the mummy land treasure game or even make a withdrawals, which I did 5-6 times and you sent the money back to my account and claimed that there was some technical error that I should log in and out, everything is documented. Then you delete my deposits, but I had already taken copies of these, so explain to me how I could make withdrawals when I had a BONUS when?? How could i play mummy land treasure with bonus money??? Now stop making things up, with all due respect, it's all documented, and casino Guru has gone through these documents, I've also sent everything to your license manufacturer, and everyone in here sees how unprofessional you are, 3 months to just deny all evidence? Please this is shameful for you, you should handle this professionally not this way.

Dear Eliasj87,

Unfortunately, we have been unable to reach a mutually agreed solution to this case. We disagree with the casino's decision for the reasons previously described and so the complaint will now be closed as 'unresolved'.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. You mentioned that you have already contacted the Curacao e-Gaming authority and submitted a complaint to them, please let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam