The player's unable to withdraw his winnings as he needs to deposit first. We ended up rejecting this complaint as the player decided to play over and lost the disputed amount before we could solve the complaint, so this complaint became not relevant anymore.
IZZI Casino - The player's unable to withdraw his winnings.
Amount: 800 R$
IZZI Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
IZZI Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
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1 year ago
Translation
This Casino gave me a 25 free spins no deposit bonus. The amount I managed to win was +-250.00 which the Casino made me bet more than 13,000.00. This is a no deposit bonus. As soon as the rollover was completed, the unlocking of the withdrawal appeared, they did not inform me at any time that for this I would have to make a deposit. I requested the withdrawal of my winnings which I reached 800.00R$. However, the platform does not want to pay me; because he wants me to make an equal deposit or triple bets. I think it's unfair, because I spent 3 days playing directly on the platform, as the bonus expired in 3 days. Account verification went through, very fast. But the Casino is unfortunately not acting with good intentions. Because if they gave me the bonus, the rollover was long; they have to bear my merit. I will file a claim where necessary. Includes Curacao.
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1 year ago
Hello marianalaiskawata,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Izzi Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you ever deposit into the casino? Was this your first ever bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
Hello, Verification was done very quickly via chat and it's been approximately 4 days. I didn't make any deposits, because I registered as I usually do on other platforms and I also make deposits. The Casino had already given me another type of bonus...but this one was activated only after my first deposit. This other one they gave me!!! I won 25 rounds without a deposit and I started playing constantly for 3 days to reach the approximate value of 13,600R$.
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1 year ago
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At no point was it specified as with other types of bonuses I've received many; and I have experience in this type of bonus. That I had to make at least 1 deposit.
THEY ACT IN BAD FAITH, MY PAYMENT MUST BE MADE, BECAUSE IT WAS DESERVING MY EFFORTS AND LUCK ALSO OF COURSE! So that the platform and I can reach an agreement and I can gain confidence and return to play, and in the future to deposit as well.
My bank account remains the same amount, I already requested 3 withdrawals that were cancelled.
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1 year ago
Translation
I made a minimum deposit of 35.00 and I had a balance of 835.00 and requested a withdrawal again of 750.00 and even so, they want me to bet with a multiplication that is very messed up. That is, they complicated it again; And my withdrawal is now blocked.
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1 year ago
Hello marianalaiskawata,
Most casino has anti-money laundering terms where if you do deposit, you need to wager it 1-5x (depending on the casino). This is a common and fair term and unfortunately you will have to wager the deposited amount in order to request for a withdrawal.
Please let us know once the wagering is done and withdrawal requested so we can move forward accordingly.
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1 year ago
Translation
Hello, I am very disappointed with this casino. I bet the amount that existed in my account, I made a request of 500.00 for withdrawal; and after that, my withdrawal was canceled again. I played up to the amount of approximately 300.00 and requested a withdrawal of 200.00 and even so, they canceled it again. They want me to deposit the amount I have in the bank, so they can pay me! ...This is a Scam for sure!! I play on many platforms, and I deposit daily as well. But this Casino will no longer have 1.00R$ from me as a deposit!
I've already won other types of bonuses and much higher amounts on other platforms, and I wasn't disappointed, much less felt injured and frustrated! I don't indicate, and whoever is reading this message, don't waste time with this misleading platform!!
Thank you for your attention!!
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1 year ago
Hello marianalaiskawata,
Is it possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review.
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1 year ago
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Hi, I can try. But the platform is very simple for these types of history, where it exists in the sidebar even in the menu. And there isn't a page where I open and apply filters...just on the side of the menu. I will try and send yes.
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1 year ago
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I have an open complaint on www.curacao-egaming.com/
And I would like to know, where else can I open a complaint, can you suggest me?
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1 year ago
Hello marianalaiskawata,
If you did submit a complaint to the licensing authority of the casino, there isn't any "higher place" to complain at. As they should have full insight into the casino and your date, they should be able to help you out (if they will respond to you).
Your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello marianalaiskawata,
I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Nick mentioned it is nothing unusual for the casino to demand a real money deposit to receive and withdraw the winnings from a bonus. I have found this rule in the casino T&Cs:
1. BONUSES
1.2 GENERAL RULES
• In order to withdraw funds received from wagering a bonus, your user account must be verified and you have to make a minimum deposit.
I will contact the casino to shed more light on this. We would like to invite Izzi Casino to join the conversation.
As you mentioned, marianalaiskawata you have already submitted a complaint to Curaçao eGaming, we will most likely need to wait for an official decision from them to properly classify your complaint.
Dear Izzi Casino,
Can you please explain why the player needs to fulfill additional wagering when the initial wagering requirements for the bonus should have been completed already?
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1 year ago
Greetings to you! According to the system, in order to withdraw funds, you had to make a deposit equal to your balance - 35 reais that you deposited, as well as win back the X3 deposit. According to paragraph 10.6 (Liability for bonus abuse) of the rules "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 100 BRL), and ask to wager the deposit three times". We do not consider you a fraudster, but our administration has decided that in order for you to be able to withdraw funds received from the no deposit bonus, you need to make a deposit to the balance amount and make it wagering.
Also, judging by your profile, your balance is already let, you have lost your funds.
Best wishes,
Izzi Casino!
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1 year ago
Thank you for the response, Izzi Casino.
Dear marianalaiskawata,
As the casino team has mentioned, you have lost the funds, we are no longer able to further investigate your case. We understand that waiting for a solution can be frustrating, however, if you decided not to wait and further play your balance, there is nothing we can do once you fairly lost the money.
Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
Best regards,
Michal
