Lizaro Casino – generel debat (side 11)

I'm very sorry to hear about your situation and that the casino doesn't appear to have taken the steps it should have to protect you after you informed them about your gambling problem.

I do have a couple of questions that would help clarify the situation. When exactly did you first inform the casino that you were struggling with a gambling addiction and wanted your account to be closed? Also, did you continue depositing after that request, and if so, over what period of time?

Cases like this can be quite complicated. While casinos should act as quickly as possible when a player requests self-exclusion due to gambling addiction, it's also important to understand that account closures are not always processed instantly. We generally consider that casinos should complete such requests within a reasonable timeframe, usually up to three days.

That's why it's important to know the timeline. If your deposits were made after the casino had a reasonable amount of time to process your self-exclusion request, that could make a significant difference when assessing your case.

Could you please let me know? That will help me better understand what happened.

Okay so i asked for it to be closed on the 17th of June through a email, and they didn’t close my account Intill I had to tell them that it was really effecting my mental health!

I manged to deposit right up Intill Saturday the 27th of June wich was 10 days later, I have since had a email saying I will be getting no refund!

If you first informed them that you wanted to close your account and only said that, it is quite normal that the casino does not close the account immediately. They usually try to persuade you to stay, give you a bonus, and ask why you want to leave. It does not have to be like this in every case, but in most cases it is, because the casino does not want to lose its player.

When you have a problem with gambling, it is always best to tell the casino immediately.

It is always important to inform the casino that you have a gambling addiction or that you do not have control over your gambling, and in that case the casino should close your account immediately.

If you only tell them that you want to close your account without giving a reason, or without saying that you have a gambling problem, then it is usually not closed promptly, and the casino in a way has no way of knowing that you have a problem unless you tell them.

You also say yourself that the casino did not close your account until you told them that you have gambling problems. When exactly did you tell them that you have gambling problems?

Also, sometimes it is best to use all communication channels available, not just email, unless it is clearly stated in the terms and conditions that such requests are handled only by email. It can also be submitted via live chat, and they can escalate it further. That is just for the future in case something similar happens.

I can send through emails of proof

Thanks. I think it would definitely be important for our team to see the emails you exchanged with customer support, as well as any live chat conversations you had.

From the first email I read, you only mentioned that you wanted to close your account. Then, in a later email—if I remember correctly, around June 22—you mentioned that you had informed customer support that you have a gambling problem. I think those chat logs would be very important for our team when assessing your case, especially regarding the possibility of a refund.

If you decide to submit a complaint, I'd also encourage you to stay engaged with the process. I noticed you've already opened two complaints against this casino in the past, and both were eventually closed because you stopped responding. So if you do have those chat logs, I would definitely recommend submitting a new complaint.

If you don't have them, though, it may be more difficult to obtain a refund from the casino. I don't want to promise you that you'll receive one, because based on what I've seen so far, the evidence seems quite limited.

That said, our complaint team is the one that handles these cases. I'm just a forum moderator, so I don't decide complaint outcomes. You're welcome to submit your case to them and see what they say.

Hi,

After big losses of between 30k-35k i got a message from the VIP manager that I should get a 30% cashback it I should do a 50 euro deposit until sunday. After the email I still deposited a lot but they don’t give me my cashback. I was already in contact with normal support and also tried to get in contact with the vip manager.

Until now no response.

Is this casino a fraud?

Hello,

Based on what I’ve seen, this casino has a fairly low safety index, so I wouldn’t be too surprised by issues like this, to be honest.

Regarding your cashback, is it possible that there was a specific condition mentioned somewhere—like it only being credited on a certain day of the week, or only once a week, or something similar? From what you described, I didn’t see any clear timeframe for when the cashback should be paid out.

Of course, if you fulfilled all the requirements, then you are entitled to it and the casino should definitely credit your cashback. However, I can’t be completely sure how this will turn out or whether it will be resolved.

In any case, I can see you have already opened a complaint with us, and our team will do everything possible to help you with this situation.

Hej,

Lizaro Casino har nu en jackpot. Du kan registrere dig og vælge mellem 10% og 30% af din indsats pr. spin på spilleautomater for at bidrage til denne jackpot for en chance for at vinde en af ​​fire forskellige jackpots. Tallene stiger konstant, og hvert par minutter vinder nogen den mindste jackpot (omkring €50-150), hvilket stadig er nogenlunde troværdigt. Men Grand Jackpot er altid over €100.000; den har endda været tæt på €200.000, og alligevel vinder nogen den faktisk hvert par dage. Det er fuldstændig utroligt for mig, at en spiller vinder Grand Jackpot med et så stort beløb hver 1-3 dage.

Kan nogen fortælle mig, om dette er en rigtig jackpot eller bare et fupnummer for at få flere penge ud af spilleren, som casinoet derefter modtager?

Eksempel: Jeg spiller en spilleautomat og vælger €1 pr. spin. Hvis jeg tilmelder mig denne jackpot og vælger 30% bonus, vil der blive trukket €1,30 pr. spin, men jeg spiller kun med €1 på spilleautomaten, og 30 cent går ind i jackpotten. Derfor forsvinder en indbetaling meget hurtigere, hvis du ikke har nogen reelle gevinster på spilleautomaten, og chancen for at vinde jackpotten er sandsynligvis meget lav, selvom listen over vindere opdateres næsten hvert minut.

Hey, thanks for sharing! 🙌