IZZI Casino - Рахунок гравця було закрито після запиту на виведення виграшу.

Hi casino guru

My name is Vladimir

i registered on izzi website about a week ago, made deposits using my crypto wallet, played only Pragmatic Play slots.

I was very lucky because Pragmatic Play took part in Tournament "Cash Control" and 5 days ago i got email "You won the tournament!"

I was able to wager my tournament winnings, and put a withdraw request.

After that my account was blocked for additional video-verificaiton.

I completed video verification call and answered all questions about my profile.

However IZZI casino decided to block my profile - reason T&C 11.1.1 and 11.2.1.

Please investigate my case

Thank you.

Dear ivannikov2424,

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. 

• Do I understand correctly all the winnings come from a tournament you participated in and subsequent wagering of the prize in the form of a bonus?
• Could you please share which promotion have you participated in and the communication between you and the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

hi Tomas

Do I understand correctly all the winnings come from a tournament you participated in and subsequent wagering of the prize in the form of a bonus?

Yes, correct.

Could you please share which promotion have you participated in and the communication between you and the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I participated in promotion tournament "Cash Control"

communication between you and the casino

Thank you very much, ivannikov2424, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear ivannikov2424,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the IZZI Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear IZZI Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

Hello, Casino Guru representatives! The player's account has been blocked due to clause 11.1.1:

The following activities are prohibited and shall be considered a material breach of these Terms:

• Provision of information to third parties;

And clause 11.2.1:

We are entitled to block your account as well as to suspend or cancel payments/winnings:

• if you violate the terms described in the Art. 11.1;

I will send the details of our call with the player by email jakub.m@casino.guru.

Best regards,

Izzi Casino!

Dear IZZI Casino,

Thank you for the clarification and for providing the evidence.

Dear ivannikov2424,

After reviewing the evidence provided by the casino, I must side with them in this case. The verification call is essential for preventing fraud by confirming the player’s identity and ensuring compliance with legal regulations such as Know Your Customer (KYC) and Anti-Money Laundering (AML) rules. It also verifies the accuracy of the player’s information, adds an extra layer of security, and demonstrates the casino's commitment to maintaining a secure and trustworthy environment. It is important that players complete the verification call themselves, without assistance from third parties, and it has been determined that this was not the case for you, thus breaching the casino’s terms.

I understand that this may not be the resolution you were hoping for, but from our perspective, the complaint is not justified and must be rejected.

Thank you for your understanding, and I regret that I could not be of more assistance on this occasion. Should you face any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are here to help.

Best Regards,

Kubo