Greetings.

I am writing to you because I have a complaint against Bizzo casino. Assuming that my account was already successfully verified a month ago. Days ago I made a withdrawal request for € 300 and it was refused. In the rejection email it is specified that the withdrawal was not accepted because they need to verify my deposit. They asked me to send them a screenshot of this deposit and they want to see in the screenshot the date, time is the name and surname of the account holder. I went to my home banking both from the app and on the pc but my bank in the transactions in the details does not put the transaction time but only the date !!! Then I contacted Bizzo both in chat and by email my personal manager. No one answers me via email .. In chat I explained to several operators and on different days that my bank does not issue the time in transactions but only the date .. What do these operators answer me ??? Like the parrots always the same thing that the department requires screenshots with date and time .. I repeat the same answer in chat a thousand times and they continue in chat writing the same thing without finding a solution. Now I kindly ask you from Casino Guru for a hand in solving this problem of mine.

I thank you in advance

Salve.

Vi scrivo perché ho un reclamo da fare nei confronti di Bizzo casino. Premettendo che il mio conto è già stato verificato correttamente un mese fa. Giorni fa ho fatto una richiesta di prelievo di 300€ e mi è stata rifiutata. Nell’email di rifiuto è specificato che il prelievo non mi è stato accettato perché hanno bisogno di verificare un mio deposito. Mi hanno chiesto di inviarli uno screenshot di questo deposito e vogliono vedere nello screenshot data, ora è nome e cognome del titolare del conto. Sono andato sulla mia home banking sia da app che sul pc ma la mia banca nelle transazioni nei dettagli non mette l’orario delle transazioni ma solo la data!!! Dopodiché ho contattato Bizzo sia in chat che tramite email la mia manager personale. Via email non mi risponde nessuno.. In chat ho spiegato a più operatori e in giorni diversi che la mia banca nelle transazioni non emette l’orario ma solo la data.. Questi operatori cosa mi rispondono??? Come i pappagalli sempre la stessa cosa che il dipartimento richiede screenshot con data e ora.. Io gli ripeto in chat mille volte la stessa risposta e loro continuano in chat scrivendomi la stessa cosa senza trovare una soluzione. Ora chiedo a voi di Casino Guru gentilmente una mano per risolvere questo mio problema.

Vi ringrazio anticipatamente

Dear Ragmn82,

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

Yes sure .. from how I wrote you before yes

Sì certo.. da come vi ho scritto prima si

Thank you very much, Ragmn82, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia ([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.  

Hi Ragmn82,

I've just reviewed your case and am sorry that you've come across an issue like that. I'll try my best to help you by contacting the casino.

I'd like to invite a representative from Bizzo Casino to join this conversation and take part in the resolution of the complaint. Can you share more information with us? Are there any possibilities to find an alternative solution in case the player's bank does offer documents in another format than that you require?

Best regards,

Natalia

Hello all,

As we can see, the player in question has verified the deposit and the withdrawal was approved on 2022-07-10

Ragmn82, the funds should arrive in your account within the next 3-5 business days, please let us know so we can start an investigation.

Thank you.

Yes ok .. they credited me € 100 won 2 days ago! ?????? those famous € 300 of 04/07 you found a thousand excuses not to pay them to me .. so much so that in the end after 7 days they played them for me .. You said that through bank transfer nn was successful and then with the 100 € instead everything ok. Mah

Si ok.. mi hanno accreditato 100€ vinti 2 gg fa!?????? quei famosi 300€ del 04/07 vi siete trovati mille scuse per nn pagarmeli.. tanto che alla fine dopo 7 gg me li sono giocati.. Dicevate che tramite bank transfer nn andava a buon fine e poi con i 100€ invece tutto ok. Mah

Dear Bizzo Casino, thank you for your reply. Can you please check if the player has been paid out the whole requested amount since he claims to get only 100€ out of the requested 300€? Can you please explain the situation?

Dear Ragmn82, could you please send any supporting evidence/screenshots from your account, confirming that you haven't received all the requested sum, to my email address [email protected]?

Kind regards,

Natalia

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’.

Greetings. As you can see from my previous answers I wrote that Bizzo pays me the winnings and also quickly. But that time I stressed the fact that it was € 300 that I had asked to withdraw and they were asking me for a thousand documents .. In the meantime, almost 10 days have passed and then I have played those 300 €, since I had lost hope. Then after 10 days I made another win of € 100 and they paid me normally without problems.

Salve. Come potete notare dalle mie risposte precedenti ho scritto che Bizzo me le paga le vincite e anche velocemente. Però quella volta ho sottolineato il fatto che erano 300€ che avevo chiesto di prelevare e mi stavano chiedendo mille documenti.. Nel frattempo sono passati quasi 10 gg e poi quei 300€ me li sono giocati, visto che ci avevo perso le speranze. Poi dopo 10 gg ho fatto un’altra vincita da 100€ e quelli me li hanno pagati normalmente senza problemi.

Hello,

The player in question requested a withdrawal, which was 100 EUR, and was approved. There were no requests for 300 EUR, and we require more information to understand which withdrawal attempt was mentioned by the player.

Thank you.

I mean this

Io intendo questo

Hello,

We have checked the transactions in question and we are sure that these transactions were successfully credited back to the player's balance after withdrawal cancellation.

Also, the evidence was sent to Natalia's email.

Thank you.

Dear Bizzo Casino, thank you for the reply, I also confirm that I received the email from you.

Dear Ragmn82, the casino representative sent me a screenshot of your transactions, the requested withdrawals of 300,- EUR and 400,- EUR, that are mentioned on the screenshot you provided, were indeed returned to your account. Do you understand correctly that you already gambled away these amounts of money while waiting for the verification of your documents and while this very complaint has been opened?

Kind regards,

Natalia

Dear Ragmn82,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hi the case has been solved. Thanks to Bizzo and to you

Ciao il caso è stato risolto. Grazie a Bizzo e a voi

Hi Ragmn82,

I'm very glad to hear from you. As the complaint has been successfully resolved, I will now close it in our system.

Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. Our complaints resolution center is always here to help.

Best regards,

Natalia