IZZI Casino - Вывод средств игрока задерживается.

I am filing a complaint against Izzi Casino regarding a delayed cryptocurrency withdrawal. On 21.05.2026, I requested a withdrawal of 2100 EUR equivalent via the Solana network.

My casino account is fully KYC verified, and all bonus wagering requirements have been met. According to the Live Chat support, the withdrawal has already been internally "approved" and is supposedly "being processed by the payment system". However, the funds have still not arrived after 10 days.

Since Solana is a high-speed blockchain network, a broadcasted transaction takes only minutes. When I repeatedly asked the support for the Transaction ID (TXID / Hash) to track the payment, they refused to provide it, stating it was "not possible to provide such information at this time" and told me to wait another 14 business days via their email complaints department.

Note: I have already successfully received withdrawals from this casino in the past, meaning my account is fully verified and the wallet address is correct. Only this specific amount of 2100 EUR is being delayed. There is no legitimate reason for this payout to be blocked. I have attached the full chat logs as proof.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Kod321,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thank you, I have already received payments. KYC was also successfully completed on the first attempt.

The money was always there within 30 minutes.

Danke , ich habe ja schon Auszahlungen erhalten. KYC auch erfolgreich beim ersten Mal Durchgeführt.

Innerhalb 30min war das Geld auch immer da.

Dear Kod321,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Kod321,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru