Lizaro Casino - El jugador cree que el reintegro se ha retrasado.

The problem is this: I completed KYC. After nine days, without explanation, the KYC was deleted, and I had to go through the KYC process again. €1500 has been pending withdrawal since November 29th, but there's been no response. I've contacted support multiple times via chat and email, only receiving standard replies. Furthermore, I've made two deposits using Apple Pay within the last two months. The KYC team is demanding proof of credit card numbers that I don't have. Apple informed me that Apple Pay stores a pseudonym (DPAN) on the phone for linked credit cards. Despite submitting verifiable documentation, they still don't understand. I'm seriously considering filing a complaint with the licensing authority. This is a known issue (NELO).

Problem ist. KYC durchgeführt. Nach 9 Tagen ohne Angabe von Gründen wurde die KYC gelöscht und musste noch einmal die KYC durchlaufen. 1500 stehen seit 29. November als Auszahlung aber keine Reaktion. Support wurde mehr Mals per Chat und email Kontaktiert. Ergebnis waren nur Standard Antworten. Dazu kommt noch das ich innerhalb 2 Monaten 2 mal mit Apple Pay eingezahlt habe. Die KYC wollen Nachweise von Kreditkarten Nummern die ich nicht besitze. Durch Apple habenixh erfahren das bei Apple Pay zeudo Nummer im Handy (DPAN) hinterlegt wird zu den verknüpften Kredotkarten. Trotz Einreichung von Belegen, die auch nachvollziehbar sind kapieren diese es nicht. Langsam aber sicher überlege ich beinder Lizenzregulirung Beschwerde ein zu reichen. Diese ist bekannt (NELO)

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear JanM,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Well then, finally complete the KYC verification! It was already done once. Then deleted for no reason. I started the KYC process a second time. Since then, nothing has happened. I've noticed that I always have problems with this branding.

Thanks

Ja dann macht doch endlich mal die KYC ! Diese wurde schon einmal gemacht . Dann gelöscht ohne Grund. 2. mal die KYC gestartet . Seit dem passiert nichts . Es ist mir aufgefallen das mir bei diesem Branding es immer zu Schwierigkeiten kommt .

Danke

Dear JanM,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello. No payouts and no response to the KYC request.

hallo. Keine Auszahlungen und auf die KYC auch keine Reaktion.

Dear JanM, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm whether you have had any successful withdrawals in this casino before?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here

Additionally, could you please attach a screenshot of your pending withdrawal?

Thank you in advance for your reply.

I followed up with support again today (see screenshot). This is getting ridiculous.

Heute wieder nachgehakt beim Support siehe Screenshot . Langsam wird es lächerlich

Dear JanM, thank you for your reply.

Do you have any updates for us in regards to the verification process?

Additionally, could you please confirm how much do you currently need to withdraw in total?

Thank you in advance for your response.

Dear JanM,

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, Hadi (hadi.a@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 G.

The payout is still being delayed. Documents have been uploaded for a long time.

Wird immer noch in die Länge gezogen die Auszahlung. Dokumente sind bereits seit langen hoch geladen

Dear JanM,

It’s a pleasure to e-meet you. My name is Hadi, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lizaro Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lizaro Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Hadi

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear JanM,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Hadi