IZZI Casino - Das Spielerkonto wurde geschlossen, wodurch die Gewinne einbehalten wurden.

I am an old player at IzziCasino, VIP account, fully verified, I have already bet thousands of reais, I have also received high prizes, I have won tournaments and everything else, it happens that on Friday April 17, I entered the platform and checked the hot games of the last hours and also live winners with games paying a lot, I entered the games and got big winnings, nothing different from normal, I requested some withdrawals and they were pending, after that on saturday i went to access and could no longer log in to my account, i insistently contacted the chat for clarification and they simply said that the payment sector was doing an extra analysis, without further details or deadlines, until on sunday support replied that my account had been blocked for suspicion and would not give more data, i kept asking for clarification, i sent an email and they replied that it was under analysis. I contacted the chat and they said it was a technical problem with the provider "amatic" and they canceled all my winnings and there was nothing I could do.

It's not fair for a player like me to simply lose out because of a "supposed provider error", because at no point did they mention analyzing the provider or anything like that, they simply blocked my access and took my winnings.

This calls into question IzziCasino's credibility in dealing with a customer like me in this way.

I didn't just win at Amatic and if it was a one-off problem they could have at least contacted me and been transparent.

I always took care of everything, I didn't do anything wrong and at no time did they show any transparency in saying that it was a mistake on the part of the provider, so I don't think it's fair for them to just disappear and cancel my winnings, that's not the right thing to do.

I have proof of the balances and withdrawals that have been annulled.

Sou um jogador antigo no IzziCasino, conta VIP, totalmente verificada, já apostei milhares de reais, também já recebi premios altos, ganhei torneios e tudo mais, ocorre que na sexta-feira 17 de abril, entrei na plataforma e verifiquei os jogos quentes das ultimas horas e também vencedores ao vivo com jogos pagando bastante, entrei nos jogos e obtive grandes ganhos, nada diferente do normal, solicitei algumas retiradas e ficaram pendentes, após isso no sabado fui acessar e nao consegui mais logar na minha conta, insistentemente em contato com o chat para um esclarecimento e simplesmente diziam que o setor de pagamentos estava fazendo uma analise extra, sem mais detalhes nem prazos, até que no domingo o suporte respondeu que minha conta havia sido bloqueada por suspeita e não daria mais dados, permaneci solicitando esclarecimentos, enviei email e responderam que estava em análise. até que dia 21 de abril consegui logar na minha conta e verifiquei que meus fundos sumiram, entrei em contato com o chat e disseram que foi um problema técnico do provedor "amatic" e anularam todos meus ganhos e não tinha o que fazer.

Não é justo tal jogador como eu simplesmente ficar no prejuízo por um "suposto erro do provedor", pois em nenhum momento eles mencionaram análise do provedor ou algo assim, eles simplesmente me bloquearam acesso e sumiram com meus ganhos.

isso coloca em questão a credibilidade da IzziCasino tratar dessa maneira com um cliente como sou.

Não tive só ganhos na Amatic e se fosse problema pontual eles poderiam no mínimo terem me contatado e serem transparentes.

Sempre me prontifiquei em tudo, não fiz nada errado e em nenhum momento eles apresentaram transparencia em dizer que foi um erro do provedor, portanto não acho justo simplesmente sumirem e anularem meus ganhos, isso não é um procedimento correto a ser adotado.

Tenho comprovado os saldos e as retiradas que foram anuladas.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you noticed any unusual behaviour while playing Amatic games, such as no losing bets, unusually high wins, or an unusually high frequency of bonus features?
• Which game did you play to accumulate your high winnings?
• Have you experienced any similar issues at this casino before?
• Has the casino adjusted your balance to the amount you had before you started playing the game where the glitch allegedly occurred?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

There was no strange behavior in the games, they were games that were listed as "hot games of the last few hours" and I also saw them paying other users in the "current winnings" on the main Izzi! page.

there were no high payouts that were out of the ordinary, one of the games was "Lucky Jocker 10"

they regained access to my account, but without the balance, only the initial balance that I had won in a tournament and informed me that due to a system error after it was an amatic failure, and then the payments were canceled, they refused to inform the reason for the error, id of the failure, Log and history of the matches.

the total was BRL209,999.00 in canceled and confiscated withdrawal requests in addition to the balance of BRL260,094.00 that was in the account also confiscated, totaling BRL470,093.00

Não houve nenhum comportamento é estranho nos jogos, eram jogos que estavam como "jogos quentes das últimas horas" e também os vi pagando outros usuários nos "ganhos atuais" na página principal da Izzi!

não teve nenhum pagamento alto que fosse fora do normal, um dos jogos era o "Lucky Jocker 10"

voltaram o acesso a minha conta, porém sem o saldo, apenas o saldo inicial que havia ganhado em um torneio e me informaram que por um erro de sistema depois que foi uma falha da amatic, e aí os pagamentos foram anulados, se recusaram a informar o motivo do erro, id da falha, Log e histórico das partidas.

o total foi de BRL209.999,00 em solicitações de saques cancelados e confiscados além do saldo de BRL260.094,00 que estava na conta confiscado também, totalizando BRL470.093,00

Dear guiguariento

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, Igor (igor.p@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 guiguariento,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the IZZI Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a IZZI Casino representative to join this conversation and participate in resolving this complaint.

Dear IZZI Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

Dear Igor,

Player's account is not blocked. We can also confirm that all withdrawals made by this user currently show a successful status.

Regarding the deduction of the winnings, we will send you a detailed response via email igor.p@casino.guru.

Best regards,

Izzi Casino

Dear all, good morning!

Yes, they unblocked my account and it is working "normally", but the funds were confiscated and they simply said it was due to a "provider error" and I was unable to withdraw the winnings, I have proof of all canceled withdrawal requests and my balance before the confiscation.

No proof or plausible reason has been provided.

Prezados, bom dia !

Sim, desbloquearam minha conta e ela está com funcionamento "normal", porém os fundos foram confiscados e simplesmente disseram que foi por um "erro do provedor" e não consegui fazer o saque dos ganhos, tenho comprovado todas solicitações de saque canceladas e meu saldo antes do confisco.

Não foi apresentada nenhuma prova nem motivo plausível para isso.

Dear guiguariento,

I would like to inform you that on the 17th and 18th of April 2026, some Amatic slots experienced a glitch, resulting in huge winnings for dozens of players.

This issue was confirmed by the provider themselves, and this confirmation was also directly shared with us. Additionally, numerous articles about this event can be found across the internet.

Therefore, unfortunately, the winnings credited to your account were not correct. I hope this clarifies the matter.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Igor