IZZI Casino - Player’s withdrawal is delayed due to account verification.

Good evening, I recently signed up at this casino and made just two deposits. On the first deposit of 400 reais, I lost. On the second deposit of 500 reais, without activating any bonus, I managed to win. I placed only 4 live sports bets and multiples, and played some slots. I won some of the money in the sports section and the rest in the casino. I submitted all the required documents, including a video holding my ID, and the casino informed me that my account is being verified and it could take up to 31 days - something completely unnecessary. This was my first withdrawal and I didn’t activate any bonuses.

Dear Junior388,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please advise if the verification is related to your identity documents, or is your gameplay being investigated?

Are you able to access your account or has it been suspended?

When exactly did you provide your last documents for verification?

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

Best regards

Veronika

The casino didn't tell me very well what is being checked, it's probably the gameplay, since I didn't activate any bonuses I made 2 sports bets and the rest was Casino some varied slots, but I can access my account normally, I made few actions on my gaming account, it's unnecessary to ask for a period of 31 days for verification, and an unnecessary bureaucracy that can lead the customer to cancel the withdrawal and maybe lose everything because of the wait, the documents I sent about 3 days ago, I took a look at the casino's note here and saw that it was reliable

Could Casino Guru publish the complaint to try to solve the problem as soon as possible?I saw that this casino has the same management in several casinos,In the sol casino that is theirs I also went through this same problem,I did not know that it was the same management and the same bureaucracy of the casino,in the case of the sol casino they paid after a few days,I made the complaint through the casino Guru tbm,Nowadays and several bookmakers in the same way same Odds,same graphics of the others,only changes the bureaucracy of each one,I only played in it because it has a good grade and that counts a lot.

Please forward me all the communication between you and the casino customer support as well as all the other evidence that could be relevant to the investigation of your case at veronika.l@casino.guru. Thank you in advance for your cooperation and patience.

I didn't take any screenshots of the live chat, I've already contacted the chat a few times and as I said they say that the account is being analyzed and they ask for 31 days, I just want you to publish my complaint so that the casino can explain itself better about all this waiting, we know that these live chats do nothing but tell the customer to wait and they never know many details about the actions of the administration

I'm still waiting for my publication to be released so that I can resolve the case later or the casino can give more explanations, because the live chat says the same thing, 5 bets made and a few Slots played does not justify holding my money for 31 days, this unfair rule of this casino management I advise the Guru casino to put as Observation, so that the customer is already aware of what can happen and maybe choose another one

Do you also need 31 days to publish a complaint?

I've been trying for 7 days to open a complaint with Izzi casino and I still haven't succeeded, I don't know how a casino like this can be rated so highly here, being so bureaucratic, a bureaucracy that should be flagged as an Observation by the casino Guru, which has a great influence on the transportation of customers to casinos.

Hello there,

Thank you Junior388 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask IZZI Casino for their help in resolving this complaint. We would like to know what is the issue with the verification and what can we do to help the player receive their winnings.

Thank you!

Hello, dear player and Casino Guru representatives! According to the paragraph 10.4 of our terms, The IZZI Sportsbook platform has the right to limit the ability to withdraw funds for up to 31 calendar days in order to verify an account for signs of unfair play. The methods and results of verification of gaming activity are confidential.

Best regards,

Izzi Casino!

31 days to check 4 bets placed, 3 single and 1 multiple and some slots played?on the deposit I managed to win there was no activation of any bonus this is a dirty strategy of the casino management for the player to lose his head cancel the withdrawal and lose the money, but I will wait and I will not do that !!! These are the bets in Sportbook that resulted in a wait of 31 days, joke 31 days to check 4 sports bets

Thank you for the update IZZI Casino representative.

Dear Junior388, unfortunately, there isn't much we can do except wait for the casino to finish the check. I will set a timer for the time being and when the check has concluded I would appreciate it if any of the parties could update us on the situation. Thank you in advance!

Hello, dear player and Casino Guru representatives! At the moment, player's account is still under additional verification. August 8 is the day of the start of the verification, and we guarantee that it will not take more than 31 days.

Best regards,

Izzi Casino!

Hello, dear player! Our team is still conducting additional verification of your account.

Best regards,

Izzi Casino!

You have until the 8th to do this verification, after all the deadline is 31 days to verify 5 bets, very bureaucratic casino, how can a casino like this have a high score in the guru casino, which is what led me to register and go through all this trouble, you have 2 days and 22 hrs to put an end to this clownery, I already foresee the scam of this casino

Hello, dear player! Your withdrawal has been approved.

Best regards,

Izzi Casino!

Thank you very much for the update IZZI Casino.

Dear Junior388, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The amount was paid today after 31 days, they held it until the last day, regardless of having paid my withdrawal I will not return and I do not recommend this casino, but also the legalization of bookmakers in Brazil will take place from January 2025 and a casino like this has no customer to remain in the country.

Dear Junior388,

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, 

Peter