Hi I recieved a birthday bonus of $80 and I had a big win of $10000 I had to wager $3200 which I did and then had $8000 left which I have tried to withdraw, but now they are saying I placed a bat over $8 which breached there rules !! This was told to me after my win and my win was off a $2 bet , on this casino and all others I've played on if you can't place the bet due to bonus restrictions then the bet automatically cancels so you can't place it so when I asked about the live betting and why it did not come of my wager they told me it does not count towards wager so I was fine with that and went back to valid games ... now they are saying because I placed a bet on the live games over $8 I breached there rules and they are not paying me my $8000 I feel sick this is ridiculous I have spent thousands on this site and I finally have a decent win and they won't pay it!!!

Dear Samhad,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue with Bizzo Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify how many times you bet more than it's the maximum allowed bet of $8?

Could you kindly specify what types of games did you play?

Did you bet more than $8 on the games that are allowed to play with the bonus, i.e. slots?

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

Hi yes I bet over this amount on roulette but didn't realise it was a breach as the bet wasnt automatically cancelled ( like it does on other gaming apps ) then I noticed that the amounts I had bet had not come off my wager amount so I asked the online chat help desk and they said live games don't count towards wagering , so I went straight back onto the slots to finish wagering the required $3200 after I had completed the wagering I went to withdraw $8000 out of the $10000 I had remaining and then they informed me there was a breach!!!! I didn't even win anything of the so called higher bets and I didn't know it was not allowed as the bet was accepted. I am so devastated ??

Before we proceed with your case, do I understand correctly that the bets of $8 did NOT count towards the wagering requirements, but your winnings were confiscated anyway?

Could you please forward any relevant communication between you and the casino regarding this issue to [email protected]? Thank you.

Yes that that is correct all of the bets over $8 were on roulette and they did not come off my wagering, I am 100 % sure of this as I asked the live help desk at bizzo at the time of my bets and they advised me that live games do not count for wagering, and yes they still confiscated all of my winnings totalling $8000.

I am waiting on the casino to provide me with the screenshots from my conversation with them on the 13th but for now I asked in the live chat again if live bets count towards wagering and the screen shot attached is there answer.

This was transcript from January 13th

Please request the casino to provide you with the game history from the bonus play in Excel format and forward it to me. My email address is [email protected]. Thank you.

I have sent the above information to your email provided ??

I have not received any email from you yet. Could you please double-check if you typed the correct email address?

Good afternoon I have resent the email I'll attach a photo Here of the email I sent it to .. pretty sure it's the correct one this time ??

Thank you very much, Samhad, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks for your help so far

Hi Samhad,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Bizzo Casino to join the conversation and contribute to the resolution of this complaint.

Thanks much appreciated

What happens if they don't respond In the time given ?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

So what happens now ??

Hi Samhad,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Antillephone Gaming Authority (http://www.kpvfaw.com/licensing-authorities/curacao-license-3) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Bizzo Casino. We received the following message from the casino:

"Hello!

We would like to clarify the situation regarding exceeding the maximum allowed bet by a player during the wagering bonus. When the bonus is active, adherence to the terms and conditions of the game is essential to ensure a fair gaming environment for all participants.

To confirm our words, we invite the player to request their betting history for the specified period from 11 January 2024 to 13 January 2024. This report will clearly show that bets placed on the night of the 13th of January were with an active bonus and exceeded the allowed amount.

We value our players and are committed to providing them with a fair and transparent gaming environment. If any of you have additional questions or need more information on this matter, please do not hesitate to contact our support team.

Thank you for your attention and understanding."

Dear Samhad,

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.