HomeComplaintsBizzo Casino - Player's account has been closed with funds confiscated.

Bizzo Casino - Player's account has been closed with funds confiscated.

Amount: €150

Bizzo Casino
Safety Index:Above average
Submitted: 21 Oct 2024 | Case closed : 22 Oct 2024
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

1 month ago

The player from Greece encountered issues withdrawing funds from Bizzo after creating an account with incorrect information. After attempts to update her details and explain the situation, the casino closed the account and confiscated the balance of 150 euros. The player sought assistance in reclaiming her money, asserting that there was no intent to deceive. The Complaints Team concluded that the casino acted in accordance with its anti-fraud policy due to the provision of false information during registration, and therefore, the complaint was rejected.

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1 month ago
Translation

Dear Casino Guru, the problem I'm facing is with Bizzo. A long time ago, I created an account using different information from my real details, thinking I was setting up a temporary player profile since I'm not familiar with these processes. Just a few days ago, I started playing by logging into this account and spent 💯 euros. While browsing the menu, I noticed that the personal information fields, such as name, address, and date of birth, contained the details I had originally input, thinking it was a temporary player profile.

Immediately, I contacted a support representative via live chat and requested a correction of the information. The representative informed me that they sent an urgent email to the relevant department about making the changes. Meanwhile, after multiple deposits, I reached a balance of 150 euros. When I asked, they assured me there wouldn't be any issue, advising me to wait for a response. However, every time I attempted a withdrawal, it was rejected. I uploaded my card information, address details, ID, and license with my correct details. They then sent an email asking me to explain why the details uploaded differed from those on the account I had set up.

I explained via email that I had initially thought I was creating a temporary profile and later uploaded the correct documents. Today, they closed my account along with my funds. Please, help me reclaim my money.

I did not deceive them as they claim. I informed them immediately. I would not have played if I had known such an issue existed.

I'd also like to mention that I have screenshots.

Automatic translation:
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1 month ago

Dear evabozane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please bear in mind that it's the player's responsibility to make sure all the personal information is correct when they create an account in the casino. I checked the General T&Cs and I found this:

8. ANTI-FRAUD POLICY:

The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

...

providing incorrect personal data during registration;

...

The Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player. 


I'm sorry but providing incorrect identity information when filling out your casino profile is strictly against the Terms and Conditions, no matter what your intentions were. Since you breached this rule by entering the wrong personal details, we are unable to assist you. It is the player's responsibility to submit complete and accurate personal information that the casino can verify and the casino is not obliged to change your profile under these circumstances. I cannot imagine a scenario in which any casino would be so kind and understanding as to change your information and let you use your account.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint

Thank you for your understanding.

Best regards,

Kristina


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1 month ago
Translation

I have snapshots of the whole case that I wasn't cheating

Automatic translation:
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1 month ago

Thank you for your reply, evabozane. But you were. Maybe you didn't cheat while playing games, but you cheated by providing false information. The casino acted in compliance with their General T&Cs and your account was rightfully closed. I apologize, but there really isn't anything we can do at this point and no proof can change our standpoint. I can only recommend that you always use correct, complete, and up-to-date personal information when creating an account to avoid a similar situation in the future.


Due to the aforementioned reasons, this complaint will now be rejected. 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.

Edited by a Casino Guru admin
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