Lizaro Rules: Terms, Withdrawals, Bonuses, and KYC
This page is a practical summary of the General Terms and Conditions and the key rules that affect everyday use of your account, payments, bonuses, and disputes.
The current document on the site is General Terms and Conditions (Version 1.8), last updated on 17.09.2025. Promotional terms can override general terms if there is a conflict.
If you deposit, withdraw, use bonuses, or are asked to verify your identity, you should read these rules carefully and keep screenshots of any offer terms shown to your account.
Rules can change over time, so use this page as your current reference point and re-check the official wording before you take important actions.
What These Rules Cover and Which Version Applies
For how personal data is processed, see the Privacy Policy.
The rules describe a bundle of terms you accept when using the website, including the General Terms and Conditions plus related notices and game or promotion terms.
Two points matter most: the English version is legally binding, and promotion terms can override the general terms when they conflict.
- Read the General Terms and Conditions before depositing or withdrawing
- Read the specific promotion terms before claiming any bonus or offer
- Read the game rules if you are disputing a result or gameplay issue
- Keep copies of the rules and offer terms you rely on
- Use the English version if you compare translations
| Document | Applies to | If conflict then |
|---|---|---|
| General Terms and Conditions (v1.8) | Core account, eligibility, payments, verification, disputes | Use this unless a more specific term overrides it |
| Promotion / bonus terms | Bonuses, wagering rules, exclusions, limits | Promo terms override general terms for that promotion |
| Game rules | Game-specific mechanics and results | Game rules apply to the specific game |
| Privacy / cookie notices | Data processing and tracking disclosures | Use the notice that matches the topic |
Eligibility, Age, and Excluded Jurisdictions
You must be at least 18 years old to register and play, and you are responsible for ensuring gambling is legal for you in your jurisdiction.
The rules also include an Excluded Jurisdictions list, and the list can be updated over time, so you should treat it as a live restriction.
- Confirm you are 18+ before you register or fund an account
- Confirm online gambling is legal for you in your jurisdiction
- Check whether your country appears in the Excluded Jurisdictions list
- Do not use VPNs or workarounds to bypass restrictions
- If you move countries, re-check eligibility before playing
| Rule | What it means | What to do now |
|---|---|---|
| 18+ only | Players under 18 are not allowed to register or play | Do not create or use an account if under 18 |
| Local law responsibility | You are responsible for complying with your local laws | Check your local requirements before playing |
| Excluded Jurisdictions | Some regions are not accepted | Confirm your location is not on the excluded list |
Excluded Jurisdictions: Check the current list on the official rules page in your account region, as it is presented as a defined list that may be updated.
Account Rules: One Account, Security, Closure, Self-Exclusion
If you need a break, use Responsible Gaming options and request self-exclusion if needed.
The rules state you can only have one account per person, household, email, phone number, and IP address. Duplicate accounts can be closed, and winnings or promotions may be voided.
You are responsible for keeping your login details secure, and you should not share access with other people.
- Use one account only and do not create additional accounts for promotions
- Do not share your account, device access, or payment methods with others
- Keep your password private and avoid saving it on shared devices
- Contact support immediately if you suspect unauthorised access
- Keep your registration data accurate and up to date
- Avoid using someone else’s payment method under any circumstances
| Situation | What the terms say | What you should prepare |
|---|---|---|
| Duplicate account concern | Only one account is allowed; duplicates can be closed and benefits voided | Account email, device details, and a clear explanation |
| Close my account | Closure can be requested via support email if there is no balance and no pending withdrawals | Confirmation that balance is zero and withdrawals are complete |
| Self-exclusion | Self-exclusion can be requested via support email under the stated conditions | Clear request wording and account identifiers |
Account closure requests are made via [email protected], and the terms state closure is only available when there is no balance and no pending withdrawals. If you request closure with unresolved funds, the terms describe consequences that can include voiding funds.
Verification (KYC): What Can Be Requested and Deadlines
For a step-by-step document checklist, use the verification guide.
Verification (KYC) can be required to confirm your age, identity, address, and payment method ownership. The terms say documents must be provided within 30 days of a request.
The rules also state that verification is usually completed within 10 days once you respond fully, and that third-party verification providers may be used. In some cases, phone or face checks may be requested.
- Read the request carefully and upload exactly the documents asked for
- Ensure images are clear, complete, and not expired
- Match your account details to your documents (name, date of birth, address)
- Provide proof of payment method ownership if requested
- Respond within the stated deadline and keep upload proof/screenshots
- Avoid repeated re-uploads unless you are asked to correct something
| Check | Typical document | Deadline / timeframe (as stated) |
|---|---|---|
| Identity | Government-issued ID | Provide within 30 days of request |
| Address | Proof of address document | Provide within 30 days of request |
| Payment method ownership | Evidence you own the method used | Provide within 30 days of request |
| Review time | Full document set submitted | Usually verified within 10 days after full response |
Deposits, Withdrawals, Refunds, and Account Fees
For the practical cash-in/cash-out flow, see Deposits and Withdrawals.
The terms state that customer funds are kept separate in dedicated client bank accounts, and describe protection and return of funds in an insolvency scenario.
Before withdrawing, the rules include requirements such as a minimum rollover of x1 on deposited funds, limits on pending withdrawals, and commission rules in specific conditions. The terms also describe inactivity fees after long periods without login.
- Confirm your account is verified if requested before you attempt a withdrawal
- Confirm you have met the minimum rollover requirement on deposits (x1)
- Check whether you already have pending withdrawals (maximum 3 pending withdrawals)
- Check whether any bonus wagering is still active before you withdraw
- Keep screenshots of the cashier screen and any messages shown
- Do not attempt to withdraw from an account with unresolved verification prompts
- Do not leave an account unused for long periods if you keep a balance
| Topic | Rule (as stated) | Value |
|---|---|---|
| Minimum rollover before withdrawal | Deposited funds must be wagered at least once | x1 |
| Pending withdrawals limit | Limit on concurrent pending requests | Max 3 pending withdrawals |
| Withdrawal commission (if wager is less than deposit) | Commission and potential cancellation of winnings | 10% (min 0.75 AUD / 0.5 EUR) |
| Withdrawal commission for bank card/bank transfer (same condition) | Higher commission in those cases | 15% |
| Inactive account threshold | No login for 180 days | Becomes an inactive account |
| Inactive account monthly fee | Admin fee charged monthly after inactive status | 10 AUD / 5 EUR |
| Low balance inactive fee handling | If balance is less than the fee | Entire remaining balance can be charged |
| Refund request window | Exceptional circumstances only, contact support quickly | Request within 24 hours |
| Refund response time | Time to respond to refund requests | Within 10 business days |
VIP withdrawal limits: The rules include daily and monthly withdrawal caps by VIP level, shown in both AUD and EUR tables, and they also state a maximum of three pending withdrawals at any time.
Scenario: Withdrawal blocked
If your withdrawal is blocked, the most common rule-based causes are incomplete verification, not meeting the deposit rollover requirement, or exceeding the pending-withdrawal limit.
- Check whether a verification request is active on your account
- Confirm you have met the x1 rollover for your deposited funds
- Confirm you do not have more than three pending withdrawals
- Check whether bonus wagering is still active
- Save screenshots of the cashier message and your request state
Scenario: Refund request
The rules state refunds are generally not provided, but may be possible in exceptional circumstances if you contact support within the stated window.
- Contact support within 24 hours of the issue
- Explain the circumstances clearly and include timestamps
- Attach screenshots or receipts that support your request
- Keep a copy of your message and track the response timeline
Scenario: Inactive fee charged
If you have not logged in for 180 days, the account can be marked inactive and a monthly administrative fee can apply until the balance is reduced.
- Check your last login date and account status
- Review the fee amount stated in the rules for your currency region
- If you plan to keep funds, log in regularly to avoid inactivity
- Keep your balance low if you do not plan to use the account
Bonuses and Wagering: How Wagering Works and What Counts
Always check the specific casino promotions terms because promo rules can override general rules.
The rules explain wagering requirements as a multiplier that defines how much you must wager before withdrawing bonus-related funds. An example given is a wagering requirement of x5.
The terms also describe that different game categories can contribute different percentages toward wagering, and that some categories may be restricted or unavailable when using bonus funds.
- Read the promotion terms first and follow the stricter rule if terms differ
- Confirm whether wagering applies to the bonus only or bonus plus deposit, if stated
- Stay within allowed game categories while a bonus is active
- Do not try to clear wagering by switching to restricted or prohibited games
- Keep stakes stable and avoid escalation to “clear faster”
- Screenshot the bonus terms shown to your account before you start
| Category | Contribution (as stated) | Notes |
|---|---|---|
| Slots, scratch cards, keno | 100% | Counts fully toward wagering |
| Live casino, table games, card games, video poker, Plinko | 10% | Counts partially toward wagering |
| Jackpot slots, Slingo, Bingo | N/A | Stated as not available with bonus funds |
The rules also reference special, excluded, or prohibited game lists and describe promotion abuse behaviours as violations.
Betting and Game Results: What You Can and Can’t Reverse
The terms state that once a bet is placed it cannot be cancelled. For casino games, results are determined by the RNG and the server result prevails if there is a mismatch.
- Check your stake and selection before confirming a bet
- Do not rely on a temporary display if it differs from the final server result
- Take screenshots immediately if you believe a mismatch occurred
- Record the time, game name, and any round/reference ID shown
- Keep your device and browser details for dispute handling
Fraud, Improper Use, and Transfers Between Customers
The website is intended for personal entertainment only, and the rules list prohibited behaviours such as fraud, using someone else’s payment method, cheating or automation, exploiting bugs, and collusion.
The terms also state that transfers between customers are prohibited, and accounts involved can be blocked with winnings deducted.
- Do not use someone else’s card, wallet, or bank account
- Do not attempt to exploit errors, bugs, or delays in settlement
- Do not use automation, scripts, bots, or prohibited software
- Do not collude with other players to manipulate outcomes
- Do not transfer funds or value between customer accounts
- Do not create duplicate accounts to gain promotions
- Do not misrepresent identity, location, or payment ownership
Complaints: How to Submit and What to Include
Start in the Help Centre so you can attach screenshots and timestamps from your account.
The rules describe support contact via [email protected] and a formal complaints route via [email protected]. They also list the information you should include and state an outcome is provided within 10 days, with possible extension for complex cases.
- Contact support first and clearly describe the issue with screenshots and timestamps
- If unresolved, email [email protected] and reference your prior support contact
- Include all required details so your complaint can be reviewed without delays
- Keep a copy of your emails and any attachments
- Wait for the stated outcome window and respond if more information is requested
- If the case is complex, expect the timeframe to be extended as described
| Required detail | Example | Why it matters |
|---|---|---|
| Account identifier | Email or username | Links the complaint to the correct account |
| Issue summary | Withdrawal blocked / bonus dispute / game result mismatch | Defines what needs investigation |
| Timeline | Date/time with timezone | Helps locate logs and events accurately |
| Evidence | Screenshots, receipts, reference IDs | Reduces back-and-forth and speeds review |
| Requested resolution | Explain what outcome you expect | Clarifies the goal of the complaint |
FAQ
Which version of the rules applies?
The rules page states the General Terms and Conditions are Version 1.8, last updated on 17.09.2025.
Do promo terms override general terms?
Yes. The rules state that promotion terms can override the general terms if there is a conflict.
Why is English the binding language?
The rules state the English version is legally binding and translations are provided for convenience.
Who can register and play (age rule)?
You must be at least 18 years old to register and play, and you must comply with the laws in your jurisdiction.
What are Excluded Jurisdictions?
They are locations listed as restricted in the rules. The list is stated as defined and may be updated, so you should check the current wording before playing.
Can I have more than one account?
No. The rules state only one account is allowed per person and related identifiers, and duplicate accounts can be closed with winnings or promotions voided.
What documents can be requested for verification?
The rules state Lizaro may request identity documents, proof of address, proof of payment method ownership, and payment history, and may use third-party checks.
How long do I have to submit KYC documents?
The rules state requested documents must be provided within 30 days.
What is the minimum rollover before withdrawal?
The rules state deposited funds must be wagered at least once before withdrawal, described as a minimum rollover of x1.
How many pending withdrawals can I have?
The rules state you can have a maximum of three pending withdrawals at any time.
When is an account considered inactive and what fee applies?
The rules state that after 180 days without login the account becomes inactive and a monthly administrative fee applies, stated as 10 AUD or 5 EUR, with the remaining balance charged if it is less.
How do I submit a formal complaint?
The rules describe contacting support via [email protected] first and then using [email protected] for formal complaints, including required details and evidence.