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I requested my first €500 withdrawal over two weeks ago, and I've been waiting for it ever since. In total, there are two withdrawals—€500 and €6,500—still pending in my account.

The casino only responds with automated AI replies or AI assistants and keeps putting me off.

I requested my first withdrawal of €500 over two weeks ago and have been waiting for it ever since. In total, there are two withdrawals of €500 each and €6500 still pending in my account.

The casino responds exclusively with generated AI answers or AI assistants and constantly puts you off.

I requested my first €500 withdrawal over two weeks ago, and I’ve been waiting for it ever since. In total, there are two withdrawals—€500 and €6,500—still pending in my account.

The casino only responds with automated AI replies or AI assistants and keeps putting me off.

Ich habe vor über 2 Wochen bereits die erste 500 Euro Auszahlung beantragt und seitdem warte ich auf diese. Insgesamt sind es zwei Auszahlungen über 500 Euro und 6500 Euro die noch auf dem Account sind.

Das Casino antwortet ausschließlich nur mit generierten KI Antworten oder KI Assistenten und vertröstet einen permanent.

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Dear meisterschatten,

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 that I can understand your situation.

• Could you please confirm that you have passed the KYC verification or at least submitted any identity documents to the casino?
• What games did you play to accumulate your winnings?
• Did you accumulate your winnings with or without an active bonus?

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,

Veronika

Hey, so far I haven't submitted any documents at all and I was told nothing is needed.

I played several games, including Duel at Dawn Maxwin, and I had a bonus, which I naturally unlocked.

It's just a bunch of AI assistants sitting there, so you always get the same monotonous answers that don't help you at all.

Hey, also bisher habe ich gar keine Dokumente eingereicht und es wurde mir gesagt es wird nichts benötigt.

Gespielt habe ich einige Spiele unter anderem war ein Duel at Dawn Maxwin dabei und ich habe einen Bonus gehabt, den aber selbstverständlich freigespielt.

Da sitzen halt nur irgendwelche KI Assistenten, deshalb bekommt man auch immer nur die selben monotonen Antworten die einem nicht weiterhelfen.

Thank you for your reply. Before we proceed with the investigation, please forward me all the communication between you and the casino customer support regarding the delay in processing your payments at veronika.f@casino.guru, or post screenshots here. Also, kindly specify if you accumulated your winnings with or without a bonus.

Good morning, attached is a screenshot. It's not possible to post the entire chat history because, as already mentioned, these are purely AI assistants that write the same pre-written answers every time.

There is a delay, but they will take care of it, my money is safe, it has been forwarded to the responsible department, they are working hard on a solution, etc.

Yes, I deposited using a bonus, which I cleared without any problems. My Hacksaw Max-Win sweater also arrived a few days ago, which shows that everything was legitimate. I continued playing after the bonus and ended up with €7500 in my account, and I've been waiting for my withdrawal ever since.

Guten Morgen, anbei mal ein Screenshot. Es ist nicht möglich den gesamten Chat-Verlauf zu posten, denn es sind wie bereits gesagt reine KI-Assistenten die jedes Mal dieselben vorgefertigten Antworten schreiben.

Es gibt ne Verzögerung, man wird sich drum kümmern, mein Geld wäre sicher, es ist an die zuständige Abteilung weitergeleitet, man arbeitet mit Hochdruck an einer Lösung usw.

Und ja eingezahlt habe ich mit einem Bonus den habe ich aber problemlos freigespielt. Mein Hacksaw Max-Win Pullover kam auch vor ein paar Tagen an was zeigt das alles rechtmäßig war. Habe nach dem Bonus noch weitergespielt und dann am Ende 7500 stehen lassen und warte seitdem auf meine Auszahlung.

Here are a few more screenshots of the message history that was actually sent today, more or less. Maybe it will help.

Noch einmal ein paar Screenshots vom Verlauf der tatsächlich heute mal geschickt wurde mehr oder weniger. Vielleicht hilft es ja.

Dear meisterschatten

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, Jana (jana.k@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,

Veronika

Dear meisterschatten,

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.

Hi, quick update: the first 500 arrived yesterday. The second deposit wasn't processed immediately, and there was no message saying I needed to verify my account.

It's good that something arrived at all, of course, but it can't be right that I now have to wait 5 weeks for every 500 euro payout. The whole thing is still very suspicious.

Hallo kurzer Zwischenbericht, gestern kamen die ersten 500 tatsächlich. Die zweite Einzahlung wurde nicht direkt mit bearbeitet und es gab auch keine Nachricht wie ich müsse mich jetzt verifizieren.

Erstmal natürlich trotzdem gut das überhaupt etwas ankam, aber es kann ja wohl nicht sein, dass ich jetzt pro 500 Euro Auszahlung jedesmal 5 Wochen warten muss. Immer noch sehr dubios alles.

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