IZZI Casino - A conta do jogador foi encerrada e os fundos estão inacessíveis.

I am submitting a complaint against Izzi Casino.

I opened my account in January 2026 and have been playing only with my own deposited funds. I have never used any bonuses, free spins, or promotional offers.

In early May 2026, I accumulated winnings of approximately €2,880. On 6 May 2026, the casino successfully processed a withdrawal of €1,200. Shortly after that payment, my account was blocked.

When I contacted support, I was informed that additional verification was required. Although I had already provided verification documents, I was asked to submit two additional selfie photos. I complied immediately and submitted everything requested.

Since then, more than 16 days have passed without any response regarding my verification status, my account restriction, or my remaining balance. I have contacted live chat multiple times, but support only tells me to wait and provides no information or estimated timeframe.

I have fully cooperated with all KYC requests and provided every document requested by the casino. Despite this, my account remains restricted, my funds remain inaccessible, and I receive no meaningful communication from the operator.

I am concerned that the verification process is being unreasonably delayed and that the casino is avoiding payment of my remaining balance.

I am requesting AskGamblers' assistance in obtaining a clear explanation from the casino, completing the verification process, and receiving access to my remaining funds.

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.

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If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with IZZI Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Which documents were requested from you during the verification process in the past, besides the selfies?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hello,

I have been client of Izzi since January and I have many deposits.

Live games - mostly roulette.

I have not used any bonuses.

ID + Proof of address and a selfie. After that they requested another selfie which I send and then the communication stopped whatsoever and they are not responding to any emails.

I have sent you my e-mails with the casino + I have been at least 7 times on chat.

Thanks for your patience and for the information provided.

• Could you please share a screenshot of the error you received when trying to log in?
• Could you please share any communication between you and the casino where the casino responded to you most recently?

I apologize for the inconvenience.

Hello,

Please find a screenshot from my error in the website attached.

I received e-mail now that I need to make a video verification with their online chat representative which I did now. Here are the screenshots:

As you can see from the screenshots they say that it is not regulated how much time this verification will take place. They asked me 20 questions about my casino account which was really strange. I am waiting now for them to verify me so I will keep posting here. Please do not close this case as it is not solved.

Dear MisterNT,

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, Samuel (samuel.s@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,

Tomas

Dear MisterNT,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from IZZI Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear IZZI Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the account was closed and the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

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.

Hello everyone,

Dear MisterNT,

I would just like to provide a brief update from my side.

Over the past week, I have also attempted to contact IZZI Casino through alternative communication channels in an effort to encourage them to participate in this complaint. Unfortunately, I have not yet received any response.

I will extend the timer for the casino once more and continue trying to establish contact.

In the meantime, please let me know if there have been any new developments on your side or if you have received any communication from the casino since your last update.

Thank you for your patience and cooperation.

Hello,

Thank you for your message. We have forwarded your case to the relevant team and are currently reviewing the situation. We will update you as soon as we have more information.

Thank you for your patience.

Hello everyone,

thank you for the update.

Dear IZZI Casino,

thank you for joining the complaint and for confirming that the case is currently under review. I appreciate your cooperation.

I will await your findings and any additional information you can provide regarding the player's case.

Dear MisterNT,

the casino has now confirmed that they are reviewing the matter internally, which is a positive step forward. For the time being, I kindly ask for a little more patience while we wait for their detailed response.

Thank you both for your cooperation.

Hello dear player, we checked everything and as we see you withdrawed all the money from the account

Sorry for a delay from our side

It may be solved

Hello everyone,

Dear IZZI Casino,

thank you for reviewing the case and for confirming that, according to your records, the player has successfully withdrawn all funds from the account.

Dear MisterNT,

the casino has now confirmed that the matter has been checked and that the funds were successfully withdrawn.

Could you please confirm whether everything is now resolved from your side and whether I can proceed with closing this complaint?

Thank you both for your cooperation.

Dear MisterNT,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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

Dear MisterNT,

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,

Samuel