IZZI Casino - La cuenta del jugador ha sido cerrada tras la denegación de un pago.

I won and withdrew 4,000,000 rubles at IZZI Casino. The casino management requested a video selfie and my documents, which I submitted and passed video verification. After that, they denied my payout and blocked my account under Rules 10.5.2 and 10.5.3 (parts 2 and 3).

В IZZI Casino я выиграла и поставила на вывод 4 000 000 руб. Администрация казино запросила прислать видео селфи и мои документы, я им все отправила и прошла видео верификацию. После чего мне отказали в выплате и заблокировали аккаунт на основании - пунктов правил 10.5.2, 10.5.3 (часть 2,3).

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you lose access directly after the video verification?
• Did you accumulate your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello, I placed sports bets and also played slots. I didn't use any bonuses. They disabled my access as soon as I sent them my verification details and passed video verification.

Добрый день, я делал ставки на спорт события и также играла в слоты. Бонусы никакие не использовала. Доступ отключили, как только переслала им свои данные для верификации и прошла видео верификацию

Hello Tatiana_Smirnova,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response. Could you please forward the documents you provided to the casino for verification, along with any communication between you and the casino’s customer support? You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Good afternoon, I sent the information to you by email.

Добрый день, направила информацию Вам на почту.

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Dear Tatiana_Smirnova,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite IZZI Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

We've sent you an email to martina.b@casino.guru.

Best regards,

Izzi Casino

Dear IZZI Casino,

I have not receive any email (I have even checked the Spam). Can you please resent it?

Dear Martina,

It seems that the email was failed to send due to attached files. Could you please send me your Teams or Telegram account?

Best regards,

Izzi Casino

Dear IZZI Casino,

I have sent the info to you via email. please let me know, if you have received it. Thank you

Dear Martina,

Please let me know if you received my message in Teams.

Best regards,

Izzi Casino

Greetings, all.

Thank you, IZZI Casino, for providing all the information and the evidence about this case.

Dear Tatiana_Smirnova,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached clauses 10.5.2 and 10.5.3 (subsections 2 and 3) of the "Sports" section of our Terms and Conditions.

I am sorry, we cannot help.