Lizaro Casino— player complaints: 14 in English

The player from the Netherlands had a pending withdrawal of 1000 euros from Lizaro, initiated on September 12, which she had not received. Despite being informed by Bettina that the amount was debited on September 16, the casino was not responding to her inquiries. We were unable to move the case forward because the casino had a repeated no-reaction policy and did not cooperate with our mediation attempts. As a result, the complaint was closed as unresolved, and this was reflected in the casino’s rating.The player from the Netherlands had a pending withdrawal of 1000 euros from Lizaro, initiated on September 12, which she had not received. Despite being informed by Bettina that the amount was debited on September 16, the casino was not responding to her inquiries. We were unable to move the case forward because the casino had a repeated no-reaction policy and did not cooperate with our mediation attempts. As a result, the complaint was closed as unresolved, and this was reflected in the casino’s rating. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 28 Sep 2026 | Unresolved : 05 Oct 2026Automatic translation:

The player from France faced issues with a disputed balance of €6,900.62 at Lizaro Casino after a withdrawal he did not cancel was marked as cancelled. He requested a thorough investigation into the cancellation, as irregularities in his transaction history hindered his ability to identify the precise moment of the withdrawal's cancellation. We were unable to proceed because the casino had a long record of non-response and did not cooperate with our attempts to obtain an explanation. As a result, the complaint was closed as unresolved, with the issue left unclarified due to the casino’s continued lack of response.The player from France faced issues with a disputed balance of €6,900.62 at Lizaro Casino after a withdrawal he did not cancel was marked as cancelled. He requested a thorough investigation into the cancellation, as irregularities in his transaction history hindered his ability to identify the precise moment of the withdrawal's cancellation. We were unable to proceed because the casino had a long record of non-response and did not cooperate with our attempts to obtain an explanation. As a result, the complaint was closed as unresolved, with the issue left unclarified due to the casino’s continued lack of response. Written by VeronikaComplaint Resolution Center Deputy Team Lead Submitted: 30 Sep 2026 | Unresolved : 05 Oct 2026Automatic translation:

Oggetto del reclamo: Grave violazione del Gioco Responsabile, marketing predatorio continuativo e ritardo nell'autoesclusione – Richiesta di rimborso di € 250,00                Spettabile Team di LCB, Desidero aprire un reclamo formale contro il casinò Lizaro per una gravissima violazione dei protocolli internazionali sul Gioco Responsabile e per la tutela dei giocatori vulnerabili, che ha causato una perdita finanziaria ingiustificata sul mio conto gioco. Di seguito riporto l'esatta cronologia degli eventi: 6 Settembre 2026 (ore 10:41): ho inviato una e-mail esplicita all'assistenza clienti ([email protected]) richiedendo l'autoesclusione permanente e la chiusura immediata del mio account, dichiarando espressamente di avere gravi problemi con il gioco d'azzardo (ludopatia). Campagna promozionale predatoria e continuativa: nonostante il casinò fosse pienamente a conoscenza della mia patologia, il loro sistema ha continuato a bombardarmi di offerte commerciali mirate per spingermi a depositare: 7 Settembre 2026 (ore 15:13): e-mail promozionale con oggetto "Sblocca fino a 150 EUR per il tuo prossimo round!" (offerta del 75% di bonus). 8 Settembre 2026 (ore 15:15): E-mail promozionale personalizzata con offerta "77% bonus fino a 177 €". 9 Settembre 2026 (ore 18:55): Nello stesso giorno in cui ho subito le perdite, ho ricevuto un'ennesima e-mail aggressiva con oggetto "Eleva la tua esperienza di gioco con la nostra scalata esclusiva!" (offerta fino a 1.500 €). Questa condotta viola qualsiasi principio di protezione dei soggetti vulnerabili. 8 Settembre 2026 (ore 18:57): mentre subivo la tentazione di queste promozioni e con il conto ancora aperto, il casinò mi ha contattato per chiedere chiarimenti nell'ambito del Ticket N. 55974889. Ho risposto immediatamente, confermando testualmente per la seconda volta la mia patologia e implorando la chiusura del conto il prima possibile. 9 Settembre 2026: Il casinò, ignorando totalmente due notifiche scritte e continuando a tentarmi con i bonus di deposito, ha lasciato il mio conto accessibile. A causa di questa inaccettabile negligenza, sono caduto nella tentazione alimentata dalle loro stesse promozioni, riuscendo a effettuare depositi e a perdere una somma totale di € 250,00. 10 Settembre 2026: Ho inviato una diffida formale chiedendo il rimborso dei depositi accettati indebitamente dopo la mia richiesta di blocco. Stato attuale del conto: attualmente, dopo le mie ripetute insistenze e la diffida formale, il mio conto è stato finalmente chiuso. Questo dimostra in modo inequivocabile che il casinò aveva gli strumenti tecnici per procedere al blocco immediato fin dal 6 settembre, ma ha scelto deliberatamente di ritardare l'operazione. 12 Settembre 2026: Il supporto di Lizaro ha risposto via e-mail rifiutando il rimborso e citando il punto 6.6.2 dei loro Termini e Condizioni, secondo cui non si possono rimborsare fondi già scommessi. La clausola 6.6.2 si applica ai normali flussi di gioco, non a un utente vulnerabile che ha già formalizzato la propria autoesclusione. Il deposito di € 250,00 è avvenuto il 9 settembre, ovvero 3 giorni dopo la mia prima e-mail di blocco per ludopatia. Il casinò aveva l'obbligo legale e morale di impedirmi l'accesso. La scommessa di tali fondi è la diretta conseguenza della loro totale negligenza tecnica e amministrativa. Chiedo la mediazione di LCB affinché il casinò Lizaro si assuma le proprie responsabilità e provveda al rimborso integrale di € 250,00, accettati illegalmente dopo la mia esplicita e reiterata dichiarazione di ludopatia. Resto a disposizione per fornire tutti gli screenshot e i dettagli necessari. Disputed amount: 250€ Casino: RC Case #: 4690

Player’s cashback request is delayed. [Other] — no_react_reg_bad

Player's account has been restricted despite self-exclusion. [Account] — unresolved

The player from the United Kingdom, who was registered with GAMSTOP and had an active self-exclusion, was frustrated that he had been able to gamble, deposit funds, and incur significant losses. He requested a refund of his losses and closure of the account. We explained that the casino was unlicensed and that GAMSTOP only applied to UKGC-licensed casinos, so he would need to request self-exclusion directly from the casino. As he did not respond to our follow-up questions, inquiries, or reminders, we were unable to continue the investigation and the complaint was closed for now.

The player from Germany demanded a refund after her account had been unlawfully opened, but she had not received the promised amount since June 24th and was not receiving any responses to her emails. She explained that her account had been closed due to a gambling problem, but the casino later sent a bonus credit, so she deposited more money before requesting closure again. The casino then confirmed that the account had been closed and promised a €385 refund, but no payment followed after she sent her details. We asked for her original self-exclusion request, but the casino gave no reaction to our mediation attempts, so the complaint was closed as unresolved under the casino’s no-reaction policy.

The player from the United Kingdom struggled with gambling addiction after recently completing rehab. Despite his requests for account deletion and self-exclusion from Lizaro, he continued to receive promotions that led him back to gambling. The player failed to respond to the Complaints Team's inquiries and requests for additional information needed to investigate the issue. Consequently, the complaint was closed due to lack of communication. The player was informed that he could reopen the complaint if he chose to resume contact.

The player from the Netherlands had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The player reported multiple delayed withdrawal requests and daily automated responses from the casino's support, despite having passed KYC verification and made previous successful withdrawals. We had requested the casino's cooperation to resolve the issue, but no response was received from the casino. Due to the casino operating without a valid license and lack of cooperation, the complaint was closed as unresolved.

The player from the Netherlands was frustrated after not receiving the promised 30% cashback from Lizaro Casino following a recent deposit. Despite reaching out to customer support and the VIP managers multiple times, he did not receive a response for over five days. The complaint was closed as unresolved due to the casino's consistent lack of response to mediation attempts and multiple similar cases marked as "No Reaction Policy." It was noted that this behavior negatively impacted the casino's overall rating. The player was advised to avoid Lizaro Casino.

The player from the United Kingdom had won £270 and experienced delays in withdrawing her winnings, having waited nearly two weeks for a resolution. Despite multiple inquiries, she received the same generic response, which led to frustration. The complaint was closed as unresolved due to the casino's lack of response and repeated failure to engage with mediation efforts. The Complaints Team informed that this non-cooperation affected the casino's overall rating and recommended avoiding this operator.

The player from the United Kingdom encountered issues with missing winnings at Lizaro online casino, which were eventually credited but became subject to a new deposit wagering requirement. Despite sending multiple emails to the casino's support team and VIP manager, the player received inadequate responses and assistance. The winnings of £1,455.36 were earned while playing live blackjack, but only £145 was immediately credited, with the remaining amount added as a deposit subject to a 1x wagering requirement. The casino failed to respond to inquiries from the Complaints Team. As Lizaro operated without a valid license and did not provide an ADR service, the complaint was marked as unresolved. It was noted that the unresolved status might negatively affect the casino's rating.

The player from the Netherlands filed a formal complaint against Lizaro Casino regarding two fully verified withdrawal requests, totaling €900, which remained in 'pending' status well beyond the stated processing times. Customer support admitted to a systemic issue affecting all players with such requests, and the player demanded the immediate release of his funds. The complaint was resolved after the player confirmed the issue had been addressed, and the case was closed by the Complaints Team. The resolution was acknowledged by the player, and no further action was reported.

The player from Germany had been waiting three months to withdraw €8,230 from Casino Lizaro after completing the bonus requirements. Despite submitting all requested verification documents via email, which the casino confirmed receiving, she was repeatedly asked to resubmit the same documents through a new system without explanation. She remained able to access her account and had provided all correspondence as evidence. The complaint was closed as unresolved due to the casino's lack of response and cooperation with mediation efforts, and the casino's rating was affected accordingly.