IZZI Casino - Играчът твърди, че плащането към него е забавено.

I know I probably have a slim chance of making this. complaint. But here goes.

I won a little sum of money at Izzy on Saturday th 18th. I initially made an attempt of withdrawing 1500 $. This was later and without notice of any kind just sent. back to my account.. I followed up with three more attempts where the same thing happened every time. (I Have verified my profile long time ago to clear out any doubt in regards to that) Upon my fourth silent return of funds to my account I contacted customer support which stated that I had to withdraw with the same method as last deposited. Fine, I give them a confirmation of my Litecoin wallet and address and the agent said I could make another attempt and that this time it should be fine. I won a little more, so around 11 PM I could withdraw 4000 $. Or, that's what I thought. The day after at 7-8 AM the withdrawal was still just lingering on my profile and nothing was done with processing it. I made another 4 attempts before just giving up and played it all away. I have later tried to get some sense out of this, but with little luck after speaking to customer service. Accordingly to them withdrawals are not dealt with during weekends at Izzi. But usually within two hours every other day of the week. I find this information a little strange as the operator clearly could cancel the withdrawal requests during the weekend. All summed up I tried to withdraw winnings 8 times during a 24 hr period. I hope I am wrong, but i am under the impression that the casino never were planning to honor my withdrawals anyways and used the patience tactics to halt the time so that the player would play the funds away in frustration and sadness. I think that I both morally and legally should be entitled to having my withdrawal of 4000 $ honored and paid out. If not I belive it is more and more important to let other players know of operators that practices this kind of player politics and service.

Dear danheisekran,

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

Dear danheisekran,

Have you received your withdrawal from the casino yet?

Greetings.

I absolutely agree that if the factors mentioned (KYC etc) is not in place then it is less likely to have a withdrawal processed. That's why. I am pretty thorough and does this early in every customer relation with online casinos - so I avoid situations like the one that occurred. And in retrospect I can see that there perhaps were details that were missing from my side as regards to that this withdrawal had to be withdrawn to my last deposit method which in the case were Litecoin (as an extra information I had verified my credit card upon registration but this was for some reason not even listed as a withdrawal method at the time when I tried to make the withdrawals. ONLY SEPA bak transfers and Crypto could be used for withdrawals.. Interestingly enough credit card withdrawals became possible a couple of days after the situation occurred).

After the first decline of my withdrawals (no notifications or information, the money (app 1500 $ at that time being) just bounced back into my casino account again). I contacted customer service via live chat to sort out what could be the issue. They told me me what is common practice as regards to the withdrawing of funds must follow the deposit method associated with the withdrawal, and I was told to give information about my litecoin wallet address etc - which I did. After doing so I was told that now there should not be any problems with withdrawing funds to my litecoin wallet and that I should make another try. After making some more bets and rounding up my account with 4000 $ of wins at around 1030 PM on Saturday February 18th I withdrew 4000 $ around 11 PM - rest assured by the confirmation I just had received by the customer service agent.

The casino itself markets itself with an average withdrawal processing time of around 2 hrs. I was therefor somehow surprised to see that nothing had arrived in my Litecoin wallet provided to Izzy and confirmed the day before when checking around 9-10 hrs later the morning after. Considering my attempt of dialogue with the casino, that this was my first time to withdraw funds with them and based on what has become quite a few withdrawals (that in my opinion follows an ominous trend with a group of operators seems to have so many intricate technical solutions that it almost sounds like quantum physics to get your money out from the casino - interestingly the technical solutions for getting your money iIN to the casino account is rarely or almost never hit by any of these ever occurring problems that so often haunts players when they try to withdraw some of their, in my opinion, hard and well deserved winnings. After trying to withdraw different sums of wins 8 times or more for over 24 hrs. Not to mention the fact that I tried to solve this prior to the withdrawal of 4000 $, was told that this now was in fact solved. left the funds untouched for a reasonable amount of time to both expect and give the casino time to take the funds and start sending them somewhere else and in directions to my bank accounT BUT STILL had not performed any actions or acted in a way that made it look like they were going to pay med out ever, I did what I feel that too many operators does; making what should be the most natural and easiest thing in the world; honor their players wins and at least try to be as effective both ways. So many casinos have a perfect and fair practice when doing so - I was hoping IZZI also was an operator doing so too - especially when it is 20223. But Apparently not in my case.

So no, I have not seen a dime of my withdrawal. I hope it could be otherwise and I wold love sane

Thank you for your reply, danheisekran. Have you made any successful withdrawals before? Do you currently have any pending withdrawals?

Have you accumulated your winnings with or without an active bonus?

Dear danheisekran,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.