Good afternoon,

I have been submitting documents all day to proceed with the withdrawal of the funds in my account. 

I have entered my IBAN and everything else that has been requested. However, all my withdrawal requests have been denied. 

I just received an email confirming that my account has been fully verified. Yet, my withdrawals are still being refused! They're asking for a deposit receipt, which needs to contain my full name. This is something impossible. I have even contacted my bank and they told me it is not possible. I have provided my IBAN receipt, which contains my full name.

I gamble at more than one place and never had issues like this before. They accept deposits but then make withdrawals complicated. They do not respond to emails, and the live chat support has no helpful information! They are asking for documents that in our country can only be sent separately, yet they want everything in a single document. In other words, they're asking for the impossible!

Boa tarde ,

Tenho estado o dia inteiro a submeter documentos para proceder ao levantamento do valor que tenho na conta . 

Já meti o iban e tudo o que pediram . E est?o só a recusar os pedidos de levantamento . 

Acabei de receber um email a confirmar que a minha conta está completamente verificada . E mesmo assim continuam a recusar o levantamento ! E a pedir um comprovativo de depósito , na qual tem que ter o nome completo . Algo impossível , até já contactei o meu banco é isso n?o é possível . Já enviei o comprovativo de iban, na qual tem o meu nome completo .

jogo em mais casas e nunca tive problema , aceitam os depósitos mas na hora de levantar só complicam . N?o respondem ao email , e no chat n?o sabem dizer nada ! Est?o a pedir documentos que em Portugal só dá para enviar em separado e querem tudo em um único documento . Ou seja algo impossível !

Hello CristianaMac,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about? Why is it not possible to forward such information - every bank account should show the owner's name.

Looking forward to your answer.

Regards,

Nick

Good afternoon ,

since yesterday morning, it was only yesterday that I played at that casino.

It has already been approved, the citizen card, proof of address, a document issued by my bank with iban and my full name.

However, they ask for a printout, with the value of the deposits, which I have already sent, but they want my full name, my iban, the date and time of the deposit to appear in this printout. Something impossible, because my bank provides these documents separately. I have already sent the printout where it says the value of the deposits I made, it has the date and the name (but only the first name appears). I have already contacted the bank and there is no way to get all of this in one document. I play in more houses and I have always handed over all the documents and they have never asked me for proof of deposit because they can see the deposits that are made. In other words, they just want to complicate things so I can't raise the funds. They responded to the email yesterday. In which I already explained that I can't send the printout of the deposit with my full name because I don't have that option at the bank, they insist on this and I stopped responding. I have already sent all the banking information, my full name appears on the document with Iban, but the printout with the deposits (I remove the account movement statement) so I can't get an official document with Iban's full name and everything they ask for .

Boa tarde ,

desde ontem de manh? , só ontem é que joguei naquele casino .

Ja foi aprovado , o cart?o de cidad?o , o comprovativo de morada , um documento passado pelo meu banco com o iban e o meu nome completo .

No entanto eles pedem print , com o valor dos depósitos , no qual já enviei mas eles querem que nesse print apare?a o meu nome completo , o meu iban , a data e a hora do depósito . Algo impossível , porque o meu banco fornece esses documentos em separado . Já enviei o print onde diz o valor dos depósitos que fiz, tem la a data e o nome (mas só aparece o primeiro nome). Já contactei o banco e n?o existe forma de obter isso tudo em um documento . Jogo em mais casas e sempre entreguei todos os documentos e nunca me pediram o comprovativo de depósito porque eles conseguem ver os depósitos que s?o feitos . Ou seja só querem complicar para eu n?o conseguir levantar os fundos . Responderam ontem ao email . Na qual já expliquei que n?o consigo enviar o print do depósitos com o nome completo porque n?o tenho essa op??o no banco , eles insistem com isso é eu deixei de responder . Eu já enviei todas as informa??es bancárias , no documento com o iban aparece o meu nome completo , mas o print com os depósitos (retiro do extrato dos movimentos de conta) logo n?o consigo um documento oficial com nome completo iban e tudo o que eles pedem .

I haven't received any response, and I still can't withdraw my winnings

N?o recebi qualquer resposta , e continuo sem conseguir levantar os meus ganhos

Hello CristianaMac,

I would like to point out that the verification process may take up to 14 days so they are still within a very reasonable time. Isn't there any way to provide the payment confirmation which contains any information which would connect it to your bank account so it would prove that it belongs to you? Did the casino offer you any other way to verify the payment?

Dear CristianaMac,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.