Izibet Casino - Hráčský účet byl trvale uzavřen a finanční prostředky byly zabaveny.

Hello

Casino closed my account permanetly and just stole 1480€ that I had accumulcated.

I was in kyc process where weird plays come from their side. After I provided them all requested documents they asked to upload my passport to sumsub however first the link expired, later once I opened It, it was already stuck as processing applicant data and I couldn't even upload anything after I reported this they sent me new link that was already expired and later asked me to send them again photos in mail.

After that they closed my account. I suspect this casino of shady plays with me in terms of verification just to steal my 1480€. I regret that I didn't force them to send me working sumsub verification because I did not have any problems with it so far in other services and I belive they used this just a reason to close my account.

I played there with only my own money, without bonuses in casino slots/table games and sports. Everything was clean from my side but this casino is a fraud. They stole 588€ my own deposits and 892€ winnings

Hello cassandr0,

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

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick

Could you please advise since when exactly is the verification process ongoing?

I started appyling for KYC in August so a bit long time ago however I gave up for a while as they did not wanted to approve it. I come back to this a little bit more than 2 weeks ago.

Which documents have been already approved and which ones not?

I did not get any information about status. I provided them 3 times different photos of my passport, a utility bill for address proof and skrill payment proof.

When was the last time you spoke to the casino and what was it about?

Today I contacted them and they provided more information, that reason has been explained ( which is unclear and they don't give any more details ) and that I can login and withdraw my deposit amount.

So they steal all my 892€ winnings.

Hello cassandr0 and thank you for the information provided. As we will require further information from the casino, I will be forwarding your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello cassandr0,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Izibet Casino to join the conversation.

Dear Izibet Casino,  

I would appreciate it if you could clarify the specific rules that the player is alleged to have violated. If this information cannot be disclosed publicly, kindly send it to me along with any supporting evidence at michal.k@casino.guru.

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.

Thank you for all your emails with information and supporting evidence, Izibet Casino team.

Dear cassandr0,

After a thorough review of the information and evidence provided, I regret to inform you that I am unable to proceed further with this case.

It is a standard requirement across the industry for players to submit valid, original documents in their name to comply with KYC and AML regulations. Unfortunately, the documents provided in this instance appear to have been altered or tampered with, which is strictly prohibited in any casino environment. When such issues are identified, casinos reserve the right to cancel withdrawals and close the player’s account permanently.

We concur with the casino's rationale, as outlined in their correspondence to you via email. The casino has refunded your deposits, which aligns with industry practices under these circumstances. Regrettably, due to the failure to meet KYC and AML requirements, no further steps can be taken in this matter.

For the reasons outlined above, we will now proceed to close this complaint as rejected.

If you run into any issues with this or any other casino regarding casino games in the future, don’t hesitate to contact us and we will try our best to help.

Best Regards,

Michal

Casino Guru