Good night.

I come to complain because I cannot confirm my data.

They are asking for proof of deposit with company name and amount and account number. I make my deposits by MBWAY.

I have already sent several documents and they have been rejected. So I can't do a withdrawal.

Boa noite.

Venho reclamar porque n?o consigo confirmar meus dados.

Est?o a pedir comprovativo de depósito com nome da empresa e montante e número de conta. Eu fa?o meus depósito por MBWAY.

Já mandei vários documentos e foram rejeitados. Assim n?o posso fazer levantamento.

Dear hteixeira784,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Good Morning . Yes, I already sent all the other documents and so far I can't make a withdrawal

Bom dia . Sim já enviei todos os outros documentos e até agora n?o consigo fazer levantamento

Thank you very much, hteixeira784, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Good Morning.

As I said, I sent several documents. A few days ago they asked for proof of deposit of a date which I sent and was approved. Now they are asking for another date. But the second one was made by MBWAY and the data they ask for doesn't appear.

Makes me think they're always making it difficult.

Bom dia.

Como já falei enviei vários documentos. A dias pediram a prova de depósito de uma data .a qual enviei e foi aprovada. Agora estao a pedir de outra data. Mas a segunda foi feita por MBWAY e n?o aparece os dados que me pedem.

Deixa me a pensar que est?o sempre a dificultar.

Hello hteixeira784,

I will take care of your complaint from now on. I'd like to invite representatives of Bizzo Casino into this discussion in order to provide us with an explanation of the situation and help us resolve the verification & withdrawal issue.  

Good morning, I would like to resolve this matter as soon as possible. I play on another APP and I've never had so many problems. .

Bom dia gostaria de poder resolver este assunto o mais rápido possível. Jogo em outro APP e nunca tive tanto problemas. .

We would like to ask Bizzo 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’.

Hello all,

We have reviewed the documents uploaded by the player and we agree, the proof of the deposit, that was uploaded is ok and should be accepted.

Also, since the player lost the amount on her balance due to unfair withdrawal cancelation, the casino will restore the balance up to its initial amount (150 EUR)

The player will be informed about it via email as well. We are sorry for the inconvenience caused.

Thank you.

Hello hteixeira784,

Could you confirm your documents were approved by the casino? Were you successfully verified? Please, let us know. Much appreciated!

Dear hteixeira784,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Even if we’ve assumed that the issue has been resolved, without confirmation from the player, we were forced to reject this complaint.