Operating under licence 32520-2498-R-319891 since 2009, audited by iTech Labs and GLI
£56M paid weekly across 13 payment methods, including Visa, Trustly, and Revolut
Bank-grade data protection, SIQ alternative dispute resolution, full UK regulatory compliance
Three Options
Choose How You Reach Us
Response times and channel fit, so you open the right one first.
Fastest Answer
Best for account access, bonus questions and anything urgent. A chat agent typically answers within two minutes, and the line stays open around the clock.
Use these steps when a first reply has not settled what you raised.
Screenshots and Dates
Send the full picture to [email protected]: transaction references, dates, screenshots and the outcome you expect. A written record starts the clock on the review.
A Named Handler
Lizaro Casino replies with a complaint reference inside two working days and a named handler. Keep that reference for every later message about the same issue.
Second-Level Review
Ask the handler to pass the file to a manager if the answer still misses the point. A second review looks at the evidence again rather than repeating the first verdict.
Eight Weeks, Then the Commission
Take the file to the UK Gambling Commission when eight weeks pass without a resolution. The regulator reviews how the complaint was handled, not the payout itself.
Five Addresses
Faster Answers, Fewer Handovers
When your question belongs to one department and you would rather skip the general inbox.
Gather these first, and the first reply usually settles the question.
Registered e-mail address on the account
Photo of your identity document
Proof of address dated recently
Payment method confirmation for the deposit
Reference numbers for the transaction in question
Six Questions Answered
Support Questions, Straight Answers
Settles the small details players ask before they message a desk, in one read.
trustWhere does a data request go instead of support?+
Requests for a copy or deletion of your personal data go to [email protected], which is separate from the general support inbox. Our team replies within two hours during support hours and confirms what has been actioned. Deletion is limited where records must be kept under our UK Gambling Commission licence.
trustWhy does support ask for my date of birth and last deposit?+
Because we never ask for your password, support identifies you by your registered email address plus your full name and date of birth. Quoting a recent transaction or your last deposit amount speeds the match up. Nothing in a chat, e-mail or call will ever require your login credentials.
trustWhere can I get help if I only speak English?+
Agents answer in English, German, Finnish and Norwegian at any hour of the day or night. Most contacts from the United Kingdom are handled in English, so nothing is lost in translation. Written e-mails in any of the four languages reach the same team.
trustWhy should I ask for a reference before escalating?+
If a reply leaves you unsatisfied, ask the agent to escalate the case and note the reference you are given. Unresolved complaints should then go to [email protected], where a senior team reviews the exchange. After that route is exhausted, UK Gambling Commission is the regulator you can approach.
trustHow long does document checking take after I upload?+
Checks usually finish within 56 hours from the moment all three documents are accepted. Proof of identity, proof of address and payment method confirmation are the files needed. A clear photo of each one avoids a second pass and keeps the clock moving.
trustWhat happens to my balance when I close my account?+
Closing your account is done by asking a support agent, who confirms it in writing once processed. Any remaining balance is returned to your payment method under the usual withdrawal rules. Self-exclusion works separately and blocks play for a fixed period rather than shutting the account.
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