IZZI Casino - プレイヤーの撤退が遅れています。

I made the withdrawal on 01/02/25 and to date 07/02/25 I have not received the amount, I was informed in the chat that the deadline was 3 working days, to date they inform in the chat that the responsibility is of the financial institution and there is no deadline for payment.

Efetuei o saque dia 01/02/25 até o momento 07/02/25 não recebi o valor, fui informado no chat que o prazo era de 3 Dias úteis, até o momento eles informam no chat que a responsabilidade é da instituição financeira e não tem um prazo para pagamento

Dear Josue1988,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

I received the information that I would receive it in a maximum of 9 days, 12 days have passed, my account is verified, I have already made more than R $ 100,000.00 in deposits and I have already withdrawn more than R $ 100,000.00 withdrawals, the first time I made withdrawals in high amounts and I already had a problem receiving, small amounts I always received, the first time I won a high amount and I already had a problem receiving.

recebi a informação que iria receber com no máximo 9 dias, já se passou 12 dias, minha conta é verificada, já efetuei mais de R$100.000,00 em depósitos e já saquei mais de R$100.000,00 saques, a primeira vez que efetuei saques em valores altos é já tive problema em receber, valores pequenos sempre recebi, a primeira vez que ganhei um valor alto e já tive problema em receber.

Hello!

I've been waiting for my withdrawal to go through for 14 days, but I haven't received it yet. If you could help me, I'd be grateful.

Ola!

Hoje fez 14 dias que estou aguardando meu saque ser efetivado, mas acho e o momento não recebi, se puder me ajudar, ficaria grato.

Thank you very much, Josue1988, for providing all the necessary information. I will now transfer your complaint to my colleague, Jana (jana.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Dear Josue1988,

 

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 IZZI 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.

Hello, dear player and Casino Guru representatives! Your withdrawal requests in the amount of 9000 BRL each has been approved by us 01.02.2025 05:53 UTC. If you haven't received money, please send a proof from your bank account from 01.02 to 17.02 to representative@royal.partners.

Best regards,

Izzi Casino

Dear Josue1988,

could you please provide Izzi Casino representative at representative@royal.partners with the bank statement from 01.02. through 17.02. that you haven´t received the funds yet?

Thank you

Hello, dear Casino Guru representatives! Please change the timer for the player's response.

Best regards,

Izzi Casino

Dear Josue1988,

could you please confirm, that you have sent the required documents to the casino?

Thank you

Dear Josue1988,

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.