IZZI Casino - The player's account got blocked.

Registered at the IZZI casino approximately at the end of October 2022. I played for about 7-10 days in November, 2022 after which I quit and around December 12, 2022 I received a call from the project manager asking why I stopped playing? After that I made a new deposit and also played for 10 days in December and 10 days in January approxiamtely.

On about January 16, 2023, I discovered that my casino account balance did not match the result of the game according to the game provider data. On this occasion, I filed an appeal through the chat of the casino and then by e-mail. The casino's answer was - all bets are calculated correctly. I did not agree with this, because obviously $800 in winning bets was not credited to my casino balance and the provider's history clearly shows this.

On January 21, I withdrew my entire balance from the casino and once again applied to the casino on this issue. The casino promised to look into the situation and send an answer by e-mail, but until mid-March 2023 (i.e. within the next two months, the casino did not give ANY answer).

In mid-March, I decided to still play in this casino again. I made three deposits of $4,000 each on March 17, 18, 20. On March 20, I again found that my account balance did not match the provider's data. This time the difference was only $50, and because I did not receive a response to my previous request I devcided not to contact support this time. Nevertheless, this is a clear fact of the incorrectly working interface in the casino.

During a gaming session on March 21, 2023, I was forcibly logged out of the casino while playing and was unable to log back into my account. Through the chat, I received information that the casino suddenly requested to resend a selfie with a passport and receive call from the casino manager to confirm identity by the phone. I suggested to do it next day as it was too late.

On March 22, I attempted to contact casino via chat again and only got the answer that the account was blocked by the decision of the project administration. No other data was provided. There was no longer a request to resend a selfie. I was promised that a detailed email response would be provided. 

My account balance at the time of blocking was $3,865.

Thus, the casino did not credit winnings for my bets in the period from 12/20/2022 to 01/21/2023 in the amount of 800 US dollars, in the period of 03/19/2023 - 50 US dollars. And also blocked the account with 3865 US dollars.

The total damage caused was 3865+800+50=4715 US dollars.

I am not a system or a regular player and I play only occasionally when I have time. Usually no more than 7 days per month. I reject accusations of using any software assitance. The casino is only trying to hide the glitches and irregularities of its software by blaming the player.

Finally within a week Casino gave answer that some gameplay check was performed by evolution game provider and my balance voided.

"Hello, Alexander!

You have previously complained about the lack of access to your account. The Evolution provider has analyzed your game and verified your game sessions. In this regard, the casino administration decided to block your profile without the possibility of recovery in accordance with clause 11.1 of the rules. The game account balance has been reset."

No any other comments provided.

Hello aletim,

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 if your account is already verified and if yes, since when exactly? Did you ever use bonuses in the casino? Were the issues related to bets or the deposits/withdrawal as well? When was the last time you spoke to the casino and what was it about? Did they specify in any way the reason of blocking your account?

Looking forward to your answer.

Regards,

Nick

Hello, Nick!

My account was fully verified including ID (passport), selfie with ID, email and phone number. It was done before my first deposit on 30 oct 2022.

I received only one 5% cash bonus with 0 wager on my first crypto deposit on 30 oct 2022 in the amount of 246usd (5% to 5000 usdt deposit). Since that time casino announced I was not eligible to any bonuses. So I never used bonuses.

Since registration I did 8 deposits and 7 withdrawals and never had any issues with them. Account was blocked on 21 march 2023 right when I was in play, just logged off forcibly. 

Last time I got email answer from casino on 28-29 march 2023 cited on my first message only saying that after game provider check they use power of clause 11.1 of T&C not specified what exactly the problem.

The following activities are prohibited and shall be considered a material breach of these Terms:• Provision of information to third parties;

• Use of any system (including machines, computers, software or other automated systems such as bots etc.) designed specifically to forecast game results, make bets, and perform any other activities that may affect game results;

• Committing fraudulent acts for your own benefit, including the use of stolen, duplicated, or otherwise illegally obtained credit or debit card information for depositing to your account;

• Participation in criminal activity, including money laundering and any other activities implying criminal liability;

• Attempting to, making and/or intending directly or indirectly to collude with other players when gaming on the Website;

• Develop strategies aimed at gaining dishonest winnings, fraudulent actions with respect to other online casinos or payment service providers, credit card chargebacks or renunciation of prior payments, as well as other types of fraud; provision of false personal information by players that have been declared bankrupt at their place of residence.

Thank you aletim for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello aletim,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Nice to meet you, Matej! The provider contacted us and informed us that the player uses third-party betting software, which is a violation of the rules of our site, namely paragraph 11.1  Use of any system (including machines, computers, software or other automated systems such as bots etc.) designed specifically to forecast game results, make bets, and perform any other activities that may affect game results. We can provide you with provider's e-letter. That's the reason of blocking player's profile, paragraph 11.2 and 11.2.1 - We are entitled to block your account as well as to suspend or cancel payments/winnings: if you violate the terms described in the Art. 11.1.

Best regards,

Izzi Casino!

Dear Izzi casino representative, please send me the provider's e-letter to my email address: matej@casino.guru.

Thanks

Dear aletim,

Could you please confirm that you were using betting software?

I do not accept any accusations of using any betting software.

During the game in this casino, I only made "bets behind" i.e. bet on other players and they played. I have been playing in this style since October 30, 2022 for about 30 days in total and made bets in the amount of about 1 million dollars with an average bet of about 100 and the casino has never had any complaints about my game. Moreover, when I stopped playing, they called me and asked why I did not play, thereby pushing me to play. Thus they had no problem with my style of play.

The problem arose on January 21st when I discovered that I had $800 missing from my account balance. Some winning bets were not credited to my balance. But the casino refused to solve this problem. We had a long conversation and they promised to answer me in detail by e-mail, however after 2 months of waiting they did not answer ANYTHING and the money was not returned.

After that, I decided not to play at this casino anymore, however, I continued to receive a large amount of advertising from the casino encouraging me to play and after TWO months I decided to play again. I have no registrations in other casinos. The first deposit of $ 4,000 on March 17 was quickly lost by me and I got turned on. After that, I played for about 5 days almost without a break (taking very short rest breaks). Partly I managed to recoup. As a result, in 5 days I made three deposits of 4000 dollars (12000 in total) and made two cashouts of 5000 and 6000 dollars (11000 in total). The last withdrawal was made by the casino without any problems on March 21 - the day of blocking.

The casino withdrew the money without any problems and SUDDENLY accused me of using some kind of betting software? What is the logic? And it took the provider almost 5 months to determine that I was "using" the software? I have always played in the same style. Yes, maybe my last session from March 17 to March 21 looked and fell under the "template" of betting software, but all my bets were made by hands. I didn't use the software. 5 months of playing confirms this - such a large provider as evolution cannot react for so long.

At first, after the blocking, I was even grateful to the casino that they blocked me. I couldn’t stop myself and having found out that the reason for the blocking was only in updating the verification and having learned what was needed from me, I went to bed and slept for a day. When I woke up, I contacted the casino, but they already said that "the situation has changed" and I will have to "wait", I waited for about a week. I also reminded the casino about the unresolved issue of not crediting winning bets of 800 dollars. The casino apparently thought it was easier to get rid of me.

Also, for an unclear reason, the casino initially denied me any bonuses. Yes, I know that this is the right of the casino, but nevertheless. And I was told that I can only ask for a birthday bonus. My birthday is in April and that was another reason why I decided to play at the end of March in order to keep my VIP status for the maximum bonus. The casino deleted my account a few weeks before the birthday. What a strange coincidence.

I looked at many complaints on your site and I see that many cases end with the mention of some letters from the provider (usually evolution), but this letter was not shown to any of the players. How can I verify the authenticity of this letter? It seems that the casinos have found a win-win option for themselves. It's not us - it's the provider. How can a provider not understand for 5 months whether a player uses software or not. This is immediately visible!

I do not accept any accusations of my use of any software. My history in this casino, all bets and deposits and withdrawals clearly speak about this. Even the fact that the last withdrawal was carried out without problems by the casino just before the blocking.

So far, I didn't receive the required information from the casino. So let's wait on the letter; based on that, I will be able to proceed with the complaint.

Nice to meet you, Matej! I've sent you the provider's letter as a proof of using the third-party software by the player. Looking forward to your feedback!

Best wishes,

Izzi Casino!

Dear Izzi Casino representative and aletim,

After checking the evidence provided by the casino, we believe that the casino acted correctly.

Dear aletim, I understand your frustration; however, we can't share the evidence provided by the casino.

If you believe our decision was incorrect, I recommend contacting the casino's regulator.

If you don't know how I will gladly help you with that.

I cannot comment on the provider's statements. I do not know the content of their letter. The game of blackjack consists of two components - the betting strategy and the playing strategy. I described the choice of my bets - I bet on certain players when they appeared at the tables. There is no violation in this. And these players are still playing, so apparently the game provider has no complaints against them. These players do not play optimally and sometimes the RTP dropped to 97%, so it is unlikely that I won at this casino on a long run. The evolution provider, in order to earn more money, encourages players to place bets behind. Before each round, the dealer calls for side bets and bet behind options. What exactly is my violation, if I did not even apply any game strategy and gave the gameplay into the hands of players unknown to me to whom the provider has no claims. But as I wrote above, it's hard to add something without seeing what exactly the provider answered.

Secondly, it is surprising that you completely ignored the fact of non-payment of winning bets during the period when the casino had no complaints about my game. This is a 100% violation of the terms and rules of the game and a violation of the license. I found a number of players on local forums who stated the same thing in a number of other casinos of this group such as SOL, ROX, JET and some others, so the software of these casinos is either configured incorrectly or a deliberate bug was introduced to underpay players. As you can see, the casino completely ignored my claim, just like you. Perhaps the API between the casino and the provider is incorrect and creates the appearance of "third party software". I will try to convince the players who are faced with this bug to file a multiple lawsuit against this group of casinos.

The casino restricts access to the account, preventing the player of access to handhistory, and thus the opportunity to provide some evidence. Some "accusations" are came from the provider that no one sees. How should I defend my position, for example to licensing authority. There is no difficulty in betting on the players when they appear at the tables and this is not violation.

If I were you, I would be interested in the activities of the casino, at least in this aspect. I'm surprised you ignored it too. Your decision is not based on honest principles.

The casino underpaid me $850 in winning bets as well as $1,000 on my last three deposits. So the minimum amount for a relatively fair completion of the question, I consider a payout of $ 1850 from my account. The rest of the amount can be disputed through Curacao.

Dear Aletim.

I understand how you played, and I can't disclose the message from the game provider.

However, based on the message, I believe the casino acted correctly.

Regarding the case of missing money, I can't investigate the issue without a log or some proof.

I would investigate the issue, but the casino provided the game provider report.

Based on that report, we believe the accusation of using betting software is valid. At that point, we can't help you much.

I understand that you disagree with the decision and recommend contacting the casino's regulator.

I can work only with evidence; in this case, the casino provided valid evidence and explained everything. Despite how you describe your playstyle - the report perfectly explained the exploit you used in your betting style.

If you would like to contact the casino's regulator, I will gladly help you with that. But I am afraid that's all that I can do for you.

Well, I got your position on 'exploit I used'. Can't provide any commens to unknowm report..

As for facts for 'unpaid bets situation'. The casino must confirm some data anyway if they are interested. I think they are not, as this lasts from 21th January 2023 with no comments from casino side.

The facts are:

- I have withdrawn all my balance on 14th December 2022, probably some cents left (0.81usd or so), so my balance turned to 0 at that date;

- later on on December 20th I have deposited 5000 usdt trc20 (the balance became about = 5002usd);

- I played from 20th December 2022 to 21st January 2023 not every day and about 14 days in total;

- on January, 21st I decided to withdraw and suddenly realize my balance was 800 usd lower then should be;

- I have withdrawn all 8543 usd from my account anyway, the total balance available at that date;

- You can see raw provider data UTC times for that date, provider history clearly shows total result of +4341 usd winning;

- my initial deposit 5002 usd + result of the games 4341 usd equals to 9343 usd but I had only 8543 = exactly 800 usd less;

- I had long discussion with casino but they denied to recalculate the bets in accordance to the provider's data;

- finally they promised to answer by email by never responded back;

I have screenshot of raw data by Evolution game history. So you can calculate the amount of winnings. And you can clarify from casino the state of my account balance of the specified dates, start at December, 20, 2022 and stop at January, 21st, 2023.

 -924 +203 +1027 +10 +448 +1 -201 +1469 -177 +73 -98 +772 +419 +1319 = 4341

Unfortunately I don't have any other confirmation (except two usdt transactions to and from casino). This is pure fact of casino underpaid and stated all bets was counted correctly. This is clear cheating from casino's side. But this is more like for the history here. Anyway would be nice to hear comments from casino in public on the matter.

PS. I cannot attach screenshot for some reason, so can send you via email if you need.

Dear Aletim.

Thank you for the explanation of the situation with the missing money.

Because you disagree with our decision and because there is still an issue with the missing money, I recommend you contact the casino's regulator.

Please understand that we can't help you with missing money if the casino believes you committed fraud (using betting software). Even if we find missing money, the casino will not pay you.

Because only the regulator can help in this situation, I suggest you address these two issues with the regulator.

If you don't know how to contact the regulator, I will gladly help you.

Dear aletim,

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.

I am rejecting this case due to the reasons explained earlier.