Bizzo Casino - Player's account has been closed after self-exclusion requests were ignored.

I am writing to formally lodge a complaint against BizzoCasino for failing to adhere to responsible gambling practices and mishandling my requests for self-exclusion, resulting in significant financial and emotional distress. Summary of Events: 

On multiple occasions, I requested self-exclusion through BizzoCasino’s live chat support. However, these requests were ignored, and I was instead encouraged to continue gambling with offers of bonuses. 

Despite my request for self-exclusion, I was permitted to deposit further funds, which led to additional financial losses. I have provided email and chat transcripts as evidence of these interactions. 

I reached out to BizzoCasino several times via email to follow up on my self-exclusion request, yet they allowed further deposits to be made on my account. This was in direct violation of responsible gambling measures. 

After escalating the issue to BizzoCasino’s support team, they closed my account and refused to refund the amounts deposited after the self-exclusion request. 

In their final email, BizzoCasino claimed that no prior reports of gambling-related issues were made. This is blatantly false, as I have records of my self-exclusion requests dated before September 12, 2024, both in live chat and email.

BizzoCasino’s Non-compliance: 

• Failure to honor self-exclusion requests: As per responsible gambling guidelines, any request for self-exclusion should be acted upon immediately. However, BizzoCasino ignored my requests and allowed further deposits, which caused considerable financial loss

• Encouragement to gamble: Despite my clear requests to close my account, BizzoCasino offered bonuses and continued to entice me to play, which shows negligence in adhering to responsible gambling practices.

What I Request: 

1.. A refund of the amounts deposited after my first self-exclusion request. 

2. A thorough investigation into BizzoCasino’s handling of my case and how they have breached responsible gambling policies. I have attached the following evidence to support my complaint: 

 • Screenshots of my conversations with BizzoCasino’s live support team where I requested self-exclusion. 

 • Email communications between myself and BizzoCasino. 

 • A statement showing the deposits made after my self-exclusion requests, leading to my financial loss. 

I believe BizzoCasino has violated responsible gambling regulations and overruled my legitimate requests, causing harm and stress. I kindly request that your team investigate this matter and take appropriate action. I look forward to your prompt response and resolution. Thank you for your time and attention.

Dear Priyajayaraj,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is it correct that your initial request was made on September 12th and your account was closed on September 14th?

Would you be so kind as to forward me the account closure requests that you sent to the casino? My email address is dominika.l@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hi Dominika,

Here’s the summary and events of what happened,

12/9/2024 - I have lost money and I contacted bizzo through live chat, and asked them to self exclude me. See attached proof screenshot of chat transcript highlighted in yellow. 

Instead, I was encouraged to play with bonus. I played and I asked them again, please exclude me ( evidence of that again attached). 

12/09/2024 - Again, I asked the casino manager (Colin@bizzocasino.com)who emailed me to self exclude me. Instead of following the self exclusion, again encouraged me not to. ( Evidence attached) 

After that I deposited, NZD 5968 and lost all my money, this is solely because they never self excluded me following the responsible gambling practice. 

I really got lost and again made an email on the 14/09/2024 and they finally closed my account however they refused to refund my money back for the financial loss that happened due to their unethical practice. 

Regards,

Priya

Dear Priyajayaraj, dd you reply to the email when the casino asked you for the reason for your self-exclusion request?

Yes i replied in the live chat saying that I am losing so much. My concern here is, when someone asks for self exclusion, they should be honoured their requests instead of offering bonus. That is when they have failed responsible gambling and have done unethical gambling.

Dear Priyajayaraj,

I'm sorry, but we won't be able to help you in this matter. The self-exclusion request where you stated the gambling problem clearly is the essential evidence that the player must provide in order for us to proceed with a case like this. I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state the reason why you want your account to be deactivated clearly and specify the time period. Also, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible. I would also strongly recommend that you always save your self-exclusion request so that you have valid proof of such action.

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings xxx xxx,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (lifetime).

The reason that preceded my decision is xxx (gambling addiction)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and self-exclusion cannot be lifted before the end of the agreed period."

Also, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

Above all, if gambling no longer brings you joy and is becoming a burden, it is highly advisable to seek professional assistance. I strongly recommend reaching out to centers in your country that specialize in addressing gambling problems. You can find some of these centers by referring to the following link (https://casino.guru/problem-gambling-help-centers#cnt_87=true)

This complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.