IZZI Casino - El jugador no puede retirar sus ganancias.

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.

Este Casino me deu um bônus de 25 rodadas grátis sem depósito. O valor que consegui ganhar foi de +-250,00 o qual o Casino me fez apostar mais de 13.000,00. Trata-se de bônus sem depósito. Assim que foi concluído o rollover, apareceu o desbloqueio do saque, não me informaram em nenhum momento que para isso eu teria que fazer um depósito. Solicitei a retirada dos meus ganhos o qual cheguei em 800,00R$. Porém, a plataforma não quer me pagar; pois quer que eu faça um depósito igual ou apostas triplas. Acho injusto, pois fiquei 3 dias jogando direto na plataforma, pois o bônus expirava em 3 dias. A verificação da conta foi efetivada, muito rápida. Mais o Casino infelizmente não está agindo com boas intenções. Pois se me deram o bônus, foi comprido o rollover; eles tem que arcar com o meu merecimento. Irei abrir reclamação onde for preciso. Incluí Curaçao.

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

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$.

Ola, A verificação foi feita muito rapidamente via chat e faz aproximadamente 4 dias. Não fiz nenhum depósito, pois me cadastrei como tenho hábito de fazer em outras plataformas e faço depósitos também. O Casino já havia me dado outro tipo de bônus...mais este era ativado só após meu primeiro depósito. Este outro me deram!!! Foi ganhado 25 rodadas sem depósito e passei a jogar constantemente durante 3 dias para atingir o valor aproximado de 13.600R$.

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.

Em nenhum momento foi especificado como em outros tipos de bônus que já recebi muitos; e tenho experiência neste tipo de bônus. Que eu havia que fazer pelo menos 1 depósito.

AGIRAM DE MA FÉ, O MEU PAGAMENTO DEVE SIM SER REALIZADO, PQ FOI MERECIMENTO DE MEUS ESFORÇOS E SORTE TAMBÉM COM CERTEZA! Para que eu e a plataforma possamos entrar em acordo e eu ganhar confiabilidade e voltar a jogar, e futuramente depositar também.

Minha conta permanece o mesmo valor na banca, eu já solicitei 3 retiradas que foram canceladas.

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.

Efetuei um depósito mínimo de 35,00 e fiquei com o saldo de 835,00 e solicitei o saque novamente de 750,00 e mesmo assim, eles querem que eu aposte por uma multiplicação que está muito bagunçada. Ou seja, complicaram outra vez; E meu saque agora está bloqueado.

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.

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!!

Olá, estou muito decepcionada com este cassino. Apostei o valor que existia em minha conta, fiz uma solicitação de 500,00 para retirada; e após isso, meu saque foi cancelado novamente. Joguei até o valor de aproximadamente 300,00 e solicitei o saque de 200,00 e mesmo assim, cancelaram novamente. Eles querem que eu deposite o valor que tenho na banca, para poderem me pagar! ...Isso é uma Fraude com certeza!! Jogo em muitas plataformas, e faço depósitos diariamente também. Mais esse Cassino não terá mais 1,00R$ da minha parte como depósito!

Já ganhei outros tipos de bônus e valores muito mais altos em outras plataformas, e não me decepcionei e muito menos me senti lesada e frustada! Não indico, e quem estiver lendo essa mensagem, não percam tempo com essa Plataforma enganosa!!

Agradeço a atenção de vocês!!

Hello marianalaiskawata,

Is it possible to forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review.

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.

Ola, posso tentar. Mais a plataforma é bem simples esses tipos de históricos, onde existe na barra lateral mesmo no menu. E não existe uma página onde abro e aplico filtros...apenas na lateral do menu mesmo. Irei tentar e mando sim.

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?

Estou com uma reclamação em aberto no www.curacao-egaming.com/

E gostaria de saber, onde mais posso estar abrindo reclamação, vocês podem me sugerir?

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

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?

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!

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