FECHADO: [Devido à falta de resposta do casino]: Casino Lizaro - Problema relativo a Account

Oggetto del reclamo: Grave violazione del Gioco Responsabile, marketing predatorio continuativo e ritardo nell'autoesclusione – Richiesta di rimborso di € 250,00                Spettabile Team di LCB, Desidero aprire un reclamo formale contro il casinò Lizaro per una gravissima violazione dei protocolli internazionali sul Gioco Responsabile e per la tutela dei giocatori vulnerabili, che ha causato una perdita finanziaria ingiustificata sul mio conto gioco. Di seguito riporto l'esatta cronologia degli eventi: 6 Settembre 2026 (ore 10:41): ho inviato una e-mail esplicita all'assistenza clienti (support@lizaro.com) richiedendo l'autoesclusione permanente e la chiusura immediata del mio account, dichiarando espressamente di avere gravi problemi con il gioco d'azzardo (ludopatia). Campagna promozionale predatoria e continuativa: nonostante il casinò fosse pienamente a conoscenza della mia patologia, il loro sistema ha continuato a bombardarmi di offerte commerciali mirate per spingermi a depositare: 7 Settembre 2026 (ore 15:13): e-mail promozionale con oggetto "Sblocca fino a 150 EUR per il tuo prossimo round!" (offerta del 75% di bonus). 8 Settembre 2026 (ore 15:15): E-mail promozionale personalizzata con offerta "77% bonus fino a 177 €". 9 Settembre 2026 (ore 18:55): Nello stesso giorno in cui ho subito le perdite, ho ricevuto un'ennesima e-mail aggressiva con oggetto "Eleva la tua esperienza di gioco con la nostra scalata esclusiva!" (offerta fino a 1.500 €). Questa condotta viola qualsiasi principio di protezione dei soggetti vulnerabili. 8 Settembre 2026 (ore 18:57): mentre subivo la tentazione di queste promozioni e con il conto ancora aperto, il casinò mi ha contattato per chiedere chiarimenti nell'ambito del Ticket N. 55974889. Ho risposto immediatamente, confermando testualmente per la seconda volta la mia patologia e implorando la chiusura del conto il prima possibile. 9 Settembre 2026: Il casinò, ignorando totalmente due notifiche scritte e continuando a tentarmi con i bonus di deposito, ha lasciato il mio conto accessibile. A causa di questa inaccettabile negligenza, sono caduto nella tentazione alimentata dalle loro stesse promozioni, riuscendo a effettuare depositi e a perdere una somma totale di € 250,00. 10 Settembre 2026: Ho inviato una diffida formale chiedendo il rimborso dei depositi accettati indebitamente dopo la mia richiesta di blocco. Stato attuale del conto: attualmente, dopo le mie ripetute insistenze e la diffida formale, il mio conto è stato finalmente chiuso. Questo dimostra in modo inequivocabile che il casinò aveva gli strumenti tecnici per procedere al blocco immediato fin dal 6 settembre, ma ha scelto deliberatamente di ritardare l'operazione. 12 Settembre 2026: Il supporto di Lizaro ha risposto via e-mail rifiutando il rimborso e citando il punto 6.6.2 dei loro Termini e Condizioni, secondo cui non si possono rimborsare fondi già scommessi. La clausola 6.6.2 si applica ai normali flussi di gioco, non a un utente vulnerabile che ha già formalizzato la propria autoesclusione. Il deposito di € 250,00 è avvenuto il 9 settembre, ovvero 3 giorni dopo la mia prima e-mail di blocco per ludopatia. Il casinò aveva l'obbligo legale e morale di impedirmi l'accesso. La scommessa di tali fondi è la diretta conseguenza della loro totale negligenza tecnica e amministrativa. Chiedo la mediazione di LCB affinché il casinò Lizaro si assuma le proprie responsabilità e provveda al rimborso integrale di € 250,00, accettati illegalmente dopo la mia esplicita e reiterata dichiarazione di ludopatia. Resto a disposizione per fornire tutti gli screenshot e i dettagli necessari.

Quantia disputada : 250€

Casino: RC

Caso #: 4690

Subject of complaint: Serious violation of Responsible Gaming, continued predatory marketing, and delayed self-exclusion – Request for a refund of €250.00 Dear LCB Team, I would like to file a formal complaint against Lizaro Casino for a serious violation of international protocols on Responsible Gaming and the protection of vulnerable players, which has resulted in an unjustified financial loss to my gaming account. The exact timeline of events is as follows: September 6, 2026 (10:41 AM): I sent an explicit email to customer support (support@lizaro.com) requesting permanent self-exclusion and the immediate closure of my account, expressly stating that I have a serious gambling problem (ludopathy). Ongoing predatory promotional campaign: Despite the casino being fully aware of my condition, their system continued to bombard me with targeted commercial offers to pressure me into depositing: September 7, 2026 (3:13 PM): Promotional email with the subject line "Unlock up to €150 for your next round!" (75% bonus offer). September 8, 2026 (3:15 PM): Personalized promotional email with the offer "77% bonus up to €177." September 9, 2026 (6:55 PM): On the same day I suffered my losses, I received yet another aggressive email with the subject line "Elevate your gaming experience with our exclusive scale!" (offer up to €1,500). This conduct violates every principle of protecting vulnerable individuals. September 8, 2026 (6:57 PM): While tempted by these promotions and with my account still open, the casino contacted me to request clarification under Ticket No. 55974889. I responded immediately, verbatim confirming my condition for the second time and begging for my account to be closed as soon as possible. September 9, 2026: The casino, completely ignoring two written notifications and continuing to tempt me with deposit bonuses, left my account accessible. Due to this unacceptable negligence, I succumbed to the temptation fueled by their own promotions, managing to make deposits and losing a total of €250.00. September 10, 2026: I sent a formal warning requesting a refund of the deposits improperly accepted after my blocking request. Current account status: Currently, after my repeated insistence and the formal warning, my account has finally been closed. This clearly demonstrates that the casino had the technical means to proceed with the immediate ban as early as September 6th, but deliberately chose to delay the process. September 12, 2026: Lizaro support responded by email, refusing the refund and citing section 6.6.2 of their Terms and Conditions, which states that wagered funds cannot be refunded. Section 6.6.2 applies to normal game flows, not to a vulnerable user who has already formalized their self-exclusion. The €250.00 deposit was made on September 9th, three days after my first ban email for gambling addiction. The casino had a legal and moral obligation to block me. The wagering of these funds is a direct consequence of their complete technical and administrative negligence. I request LCB's mediation to ensure that Lizaro Casino assumes its responsibilities and provides a full refund of €250.00, which was illegally accepted after my explicit and repeated declaration of gambling addiction. I remain available to provide any necessary screenshots and details.

Hello FABIO19,

Thank you for submitting your complaint and for providing such a detailed timeline.

We understand that your complaint concerns your self-exclusion request, the subsequent promotional emails and account activity, and the €250 in deposits you state were made after you had informed the casino about your gambling problem.

Before we can properly assess the matter, we need to review the relevant correspondence and establish the exact timing of the self-exclusion request, the casino’s response, the deposits, and the eventual account closure.

Please reach out to us via private message and provide the following:

• The casino’s response to the initial self-exclusion email, if any
• The communication from September 8 where you state that you again confirmed your gambling problem, including the relevant Ticket #55974889 correspondence
• Screenshots/copies of the promotional emails you received on September 7, 8, and 9
• Your complete deposit and transaction history showing the €250 deposited on September 9
• The exact time of the September 9 deposits and, if possible, the time at which the funds were wagered
• The casino’s response refusing your refund and referring to clause 6.6.2
• Confirmation of the exact date and time when your account was finally closed
• Any communication confirming that your self-exclusion request had been received and/or was being processed

 

Once we have reviewed the evidence, we can review the case in detail and provide further assistance. 

Gentile Cookie17, 

sono pronto ad inviarti tutta la documentazione da te richiesta. 

Potresti dirmi dove posso inviarla? Cliccando su "messaggio privato" non visualizzo la possibilità di allegare i file...

Dear Cookie17,

I am ready to send you all the documentation you requested.

Could you tell me where I can send it? When I click "private message," I can't see the option to attach files.

Hello FABIO19,

Please check your PM. We have reached out to you with instructions. 

Thank you!

Ciao Cookie17, 

ti ho inviato tutta la documentazione in un messaggio privato. Fammi sapere se riesci a visualizzare. Grazie

Hi Cookie17,

I sent you all the documentation in a private message. Let me know if you can view it. Thanks.

Hello FABIO19,

Thank you for providing us with additional details via PM. 

Please note that we will reach out to the casino on your behalf and will get back to you as soon as we have more information to share. 

In the meantime, we appreciate your patience. 

Hello FABIO19,

We have sent another follow-up to the casino representative, since we haven't received a reply.

In the meantime, can you please let us know if you have any updates on your side to share with us? 

Looking forward to hearing back from you!

Ciao Cookie17,

nessun aggiornamento. 

Hi Cookie17,

no update.

Ciao Cookie17,

da poco ho ricevuto un e-mail.del Casinò Lizaro.

Hi Cookie17,

I recently received an email from Lizaro Casino.

Ciao Cookie17, 

ecco una seconda e-mail da parte del Casino Lizaro.

Hi Cookie17,

Here is a second email from Casino Lizaro.

Hello FABIO19,

Thank you for sending us an update.

We will review everything with the casino and keep you posted as soon as we receive any update.

Ciao njanjam,

ma avete avuto risposta del rappresentante del casino Lizaro? 

Hi njanjam,

but did you get a response from the Lizaro casino representative?

Hello FABIO19,

We still haven’t received a response, but we’ll try to contact them again regarding the latest email you received from them.

If we receive any relevant update, we’ll let you know.

Ciao njanjam,

ho un ulteriore aggiornamento.

Hi njanjam,

I have a further update.

Hello FABIO19,

Unfortunately, we must mark complaint #4690 as CLOSED due to the casino's unresponsiveness. Despite multiple follow-up attempts, we have not received any reply or clarification regarding your case.

We are truly sorry that this is how the case has turned out. Without a response from the casino, we have no way to investigate the matter further or continue assisting you.

If we receive any response or update from the casino in the future, please rest assured that we will reopen the case immediately.