Hi, I joined Izzi Casino on the 16th August 2022. I used a 50 free

spins bonus which was given to me by their live chat. After playing

the free spins I went on live chat again to query what games I can

play with the winnings and what the wagering amount was I got the

answeres I needed then resumed playing. I played for hours and hours

and was enjoying playing their games. I wagered the free spins more

than once and decided to withdraw most of the winnings and leave some

to play later. My withdrawable winnings are $1,084.00 so i requested

$1,000 withdrawal with the support of live chat so as i don,t make any

mistakes live chat said all was good and that the request will go to

admin first and it could take up to 5 days to reach my bank.

I was happy with that and after playing for that long I went to bed

The next day i got an email saying my withdrawal was rejected.

It said For a successful withdrawal, you need to make a deposit on

the amount of your current balance and win it back in triple size.

Meaning I had to deposit $1,084 then triple that to over $3,000. to be

able to withdraw. I have never heard of such high deposits having to

be made before. Anyway i read the clause they told me to look at in

terms and conditions, I don,t fully understand it all but it says that

they reserve the right to ask for such a rediculous deposit amount if

they want to it is not a law.

Anyway can you please help me understand their demands i spoke to chat

at least 4 times making sure i was doing the right thing and they were

really great until I tried to withdraw.

I didn't save all chat sessions they don't have email chat option but

i copied and pasted last one I will upload it so you can see what they

were saying and my response. Please let me know what you think.

regards

Margaret

Hello margs,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Izzi Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly as on one of the screenshot is says your documents were rejected? Can you please send the link to the exact bonus you used? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi I was just wandering if you have heard from Izzi Casino yet.

Regards

Margaret

Thank you margs for all the information. I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello margs,

I am sorry to hear about your troubles.

From the casino terms:

No deposit bonuses

It is mandatory to pre-fill personal data in the player’s profile before receiving a no deposit bonus. If the profile is filled out after receiving a no deposit bonus, the bonus received will be cancelled.

In the event of receiving a no deposit sign-up bonus, it is only possible to withdraw bonus money after you make a deposit equal to the bonus amount on your account while submitting the withdrawal request, but no less than 2 500 ?, and after you play the deposit three times.

A player can be awarded a no deposit bonus for playing activity or some special achievements on the project. Any no deposit bonus may only be withdrawn after its full wagering.

At a single home address, IP address, device, phone number and payment system account (QIWI, Skrill, PAYEER, credit card, etc.), bonuses can only be received by one user.

In the event of fraud on the part of the player, the result of the bonus will be cancelled, money will be debited from the account, and the user account will be irretrievably blocked.

Fraudulent actions include the creation of duplicate accounts, provision of false or incorrect data when signing up and verifying an account, and use of any algorithms when wagering a bonus.

So theoretically, you should deposit €1084 and make bets worth €3252 to be able to cash out.

This is not a typical bonus condition, and I would like to invite the casino representative to confirm this.

Hi Matej,

Just want to add that I have never seen a bonus like that in any other casino. If a deposit is required to redeem winnings the casino usually stipulates that by saying this is a play now deposit later bonus, but the deposit isn't as

high as Izzi's is nowhere near it. if I play down (deliberately lose) most of the winnings will it change the amount i have to deposit. Or should I just forget about the whole amount and just never play there again or deposit there as i don't trust them enough to deposit my money in their casino. There is no point in playing the winnings i have because I won't enjoy playing if i know I can not gain anything. Even if i lose it's the challange and excitement of trying to win . Anyway have you got any response from them I get at least 2 emails a day from them offering free bonuses and all sorts of bonuses I don't get it.

Regards

Margaret

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’.

Hi Matej, Have you heard anything from Izzi yet. What do i need to do now.

Regards

Margaret

Hello Margaret.

Please contact the casino's licensing authority:

https://verification.curacao-egaming.com/validateview.aspx?domain=izzicasino.com

Please let me know when you submit your complaint to eGaming.

Hi Matej,

I clicked on the link you sent me above and I will send you screenshot of the outcome.

This is what came up I didn't know what to do i clicked on the license rregister link they suggested but I wasn't sure what to there. What do you suggest I do.

Regards

Margaret

Hello Margaret.

I checked the register, and the casino has a license. It looks like some technical problem with the validator. Now it should be working.

You can also reach the validator website from the footer of the casino website:

You should see this:

Just scroll down and fill out the form:

Please let me know when you successfully submit your complaint.

Hi Matej,

I have filled in the form and submitted it.

Thank you very much for the confirmation.

I am closing this complaint as unresolved with the status: waiting for the regulator's decision.

Please reopen the complaint after you receive the final response from the regulator, and we will close the complaint accordingly.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Hi I was wandering why this has been reopened. The case was resolved last month

we came to an amicable solution. I was happy with the results. Thank you for your help.

Margaret

Thank you for the confirmation.

I am closing the complaint as resolved in our system.