Lizaro Casino - El pago al jugador se ha retrasado.

Hello,

I need your support regarding my payout, which I have been waiting for for over a month now.

In the past, I have received several successful payouts, which were usually processed within three days. The current payout request is for real money winnings.

Since the processing time is now significantly longer than usual, I would ask you to review the process and assist me in clarifying it.

I would greatly appreciate a timely update on the current status of my payout from the casino.

Thank you so much for your help.

Best regards

Hallo,

ich bräuchte bitte eure Unterstützung bezüglich meiner Auszahlung, auf die ich mittlerweile seit über einem Monat warte.

In der Vergangenheit habe ich bereits mehrere erfolgreiche Auszahlungen erhalten, die in der Regel innerhalb von drei Tagen bearbeitet wurden. Bei dem aktuellen Auszahlungsantrag handelt es sich um einen Gewinn von Echtgeld. 

Da die Bearbeitungszeit inzwischen deutlich länger als gewohnt ausfällt, würde ich euch bitten, den Vorgang zu prüfen und mich bei der Klärung zu unterstützen.

Über eine zeitnahe Rückmeldung zum aktuellen Status meiner Auszahlung vom Casino würde ich mich sehr freuen.

Vielen Dank für eure Hilfe.

Mit freundlichen Grüßen

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Dear sonnenschein289240,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with the help of a bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Thank you for looking into this. I've had three successful withdrawals in the past. I have pictures if needed. My account states that KYC verification is not required. The winnings were earned with real money.

Hallo Thomas,

Danke, dass du dich um diesen Fall kümmerst. Ich hatte schon 3 erfolgreiche Auszahlungen in der Vergangenheit. Bilder habe ich, wenn benötigt. In meinem Account steht, dass eine KYC-Verifizierung nicht benötigt wird. Die Gewinne wurden mit Echtgeld erzielt.

Dear sonnenschein289240,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Tomas

Dear sonnenschein289240,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

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

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Jana