IZZI Casino - Player's withdrawal is delayed due to new conditions.

Amount: €600

IZZI Casino

Safety Index:High Submitted: 18 Feb 2025 | Closed : 24 Mar 2025

Closed Our verdict

Player stopped responding

REJECTED

Case summary

4 weeks ago

The player from Germany had won around €600 through a bonus conversion but faced difficulties withdrawing her winnings. Despite having her account verified and uploading all necessary documents, she was informed that she needed to make a deposit equal to her balance and wager it three times before being allowed to withdraw. She found these new conditions unreasonable and sought clarification. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.

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SteFFmanni

Advanced Novice

Germany

Public

2 months ago

OriginalTranslation

I received free spins without a deposit as a promotion from the casino. I won around €65.

Now it was time to convert the bonus money, which was worth over €3,000. I followed all the rules. The conversion took place within the given time, I only played slots with which I could convert the bonus money and my highest bet was always a maximum of €5.

It was difficult and cost me a lot of time, but I managed it and now I have 600€ in my account.

Now, of course, I wanted to withdraw some of it. My account was already verified and the files I uploaded were approved FOR NOW during the payment method verification. I tried all withdrawal methods - but none of them worked.

At least I got a little more feedback than just a rejection when I tried to withdraw using a card (verified and approved files had already been uploaded).

It said: "Withdraw your money using the card photo. The cardholder, the expiry date and the card number 520589******3183 must be clearly visible. For an anonymous card, please attach the e-bank statement.

For further information please contact our support service."

Since all relevant data had already been uploaded to the casino and my withdrawal still didn't work, I contacted support. There I was suddenly told the following:

"To be able to withdraw funds, you should make a deposit equal to the balance and wager it 3 times on the slot machines."

And when I asked where these new extra conditions suddenly came from, I received the following answer:

"This request was made by the website administration, I cannot give the reasons for this, Stefanie."

Is this somehow comprehensible!?!??!

Where am I supposed to get 600€ to deposit?!?? And then wager it 3 times!!! 😅👍

I don't understand what this is about!!!?

Since when do I have to compensate for a casino win with a corresponding deposit (plus 3x turnover)?!?!??? It seems to me as if it is a regulation to prevent money laundering or something similar - which would mean that I have to confirm to the CASINO MONEY WIN that it is not black money!!!! 😂

But maybe I'm just thinking completely wrong...

However, I cannot explain who/where/what these conditions are and I am extremely disappointed!!!

I have attached all relevant files (screenshots).

I would be soooo grateful if you could clarify my problem.

Best regards,

S. Jähne

Ich habe Freispiele ohne Einzahlung als Promotion von dem Casino erhalten. Dabei hatte ich rund 65€ erspielt.

Nun ging es darum das Bonusgeld umzusetzen, was einen Wert von über 3.000€ hatte. Ich habe mich dabei an alle Regeln gehalten. Die Umsetzung erfolgte in der vorgegebenen Zeit, ich habe nur Slots gespielt mit denen ich das Bonusgeld umsetzen kann und mein jeweiliger, höchster Einsatz war immer max. 5€.

Es war schwierig und hat mich einiges an Zeit gekostet, aber ich habe es geschafft und nun 600€ auf meinem Konto stehen.

Jetzt wollte ich mir natürlich etwas davon auszahlen. Mein Konto war bereits verifiziert und bei der Zahlungsmethoden-Verifizierung wurden die von mir hochgeladen Dateien VORERST auch genehmigt. Ich habe alle Auszahlungsmethoden probiert - aber keine davon funktionierte.

Immerhin bekam ich auf die Auszahlungsmethode mit Karte (verifizierte und genehmigte Dateien waren ja bereits hochgeladen) ein wenig mehr Feedback als nur eine Ablehnung.

Dabei hieß es: "Hebe dein Geld mit dem Kartenfoto ab. Der Karteninhaber, das Ablaufdatum und die Kartennummer 520589******3183 müssen gut sichtbar sein. Für eine anonyme Karte füge bitte den E-Kontoauszug bei.

Für weitere Informationen wende dich bitte an unseren Support-Service."

Da ja alle relevanten Daten bereits im Casino hochgeladen waren und meine Auszahlung trotzdem nicht funktionierte, habe ich mich also an den Support gewendet. Dort wurde mir plötzlich folgendes offenbart:

"Um Mittel abheben zu können, sollten Sie eine Einzahlung in Höhe des Guthabens tätigen und dieses 3 Mal an den Spielautomaten einsetzen."

Und auf meine Frage hin, woher plötzlich diese neuen Extra-Bedingungen kommen, erhielt ich folgende Antwort:

"Dieser Antrag wurde von der Verwaltung der Website gestellt, die Gründe dafür kann ich nicht nennen, Stefanie."

Ist das irgendwie fassbar!?!??!

Woher soll ich bitte 600€ zum einzahlen nehmen?!?? Und dann auch noch 3x umsetzen!!! 😅👍

Ich verstehe nicht was das soll!!!?

Seit wann muss ich denn bitteschön einen Casino-Gewinn mit einer entsprechenden Einzahlung (plus 3fachem Umsatz) ausgleichen?!?!??? Es kommt mir so vor als wäre es eine Regelung zur Verhinderung von Geldwäscherei o.ä. - was ja aber hieße ICH muss dem CASINOGELDGEWINN bestätigen, dass es sich nicht um Schwarzgeld handelt!!!! 😂

Vielleicht denke ich da aber auch einfach ganz falsch...

Jedoch kann ich mir nicht erklären wer/woher/was es mit diesen Bedingungen auf sich hat und ich bin maßlos enttäuscht!!!

Alle relevanten Dateien (Screenshots) habe ich im Anhang.

Über eine Klärung meines Problems wäre ich wirklich seeeeeeeehr dankbar.

Mit besten Grüßen,

S. Jähne

Automatic translation:

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Nick

Complaint Specialist

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2 months ago

Hello SteFFmanni,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with IZZI Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly your account is verified?
Did you ever deposit into the casino?
When was the last time you spoke to the casino and what was it about?

Please note that while a minimum deposit is mostly required in order to verify your payment method, the casino should not request you to deposit an amount in the sum of your winnings.

Looking forward to your answer.

Regards,

Nick

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SteFFmanni

Advanced Novice

Germany

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1 month ago

OriginalTranslation

Hello Nick.

First of all, thank you very much for taking care of my problem and trying to help me.

I haven't been a customer at Izzi Casino for very long. Unfortunately, I can't say the exact date on which I verified myself there - but I registered and verified myself pretty quickly. I'm also very sure that it was the beginning of February 2025, so about 2-3 weeks ago.

As I said, I haven't made a deposit there yet. The winnings came from the free spins from the casino promotion.

The last communication between the casino and me was with the support employee (of which I have uploaded the screenshot here). There have been no further disputes so far - I simply looked up information about the casino online and luckily found your platform through that.

I know that a minimum deposit is usually required, and that wouldn't have been a problem. However, I was actually a bit shocked by the information in the live chat with support...

That's why I haven't registered at the casino again, played there or anything like that.

It would be really great if the whole thing could be sorted out somehow, and I can only emphasize once again that I am happy and grateful for your support.

Best regards,

Steff

Automatic translation:

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SteFFmanni

Advanced Novice

Germany

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1 month ago

OriginalTranslation

Is there any further feedback for me??!

Automatic translation:

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Nick

Complaint Specialist

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1 month ago

Hello SteFFmanni,

Can you please also clarify whether it was your first ever bonus claimed in the casino or did you take any in the past?

If possible, please forward the bonus history from the casino to nikolas.b@casino.guru for further review.

Regards,

Nick

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SteFFmanni

Advanced Novice

Germany

Public

1 month ago

OriginalTranslation

I have already claimed a registration bonus before. However, I will be happy to check the bonus history again in the casino and send an email with the screenshot.

Greetings

Automatic translation:

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Nick

Complaint Specialist

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1 month ago

Hello SteFFmanni,

Can you please advise if you were able to forward the requested information as I could not locate any e-mail from you so far.

If you did, let me know which e-mail address did you forward it from.

Regards,

Nick

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Nick

Complaint Specialist

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1 month ago

Dear SteFFmanni,

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.

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Nick

Complaint Specialist

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4 weeks ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.