Bizzo Casino - Player's deposit is delayed and unresolved.

I am writing to file a formal complaint against Bizzo Casino regarding a deposit of €70 that was deducted from my bank account but not credited to my casino account.

Timeline of Events:

Date of Incident: 2025-06-07

Initial Contact with Casino Support: On June 8th, I contacted the casino's support team to report the issue. I received an email from them stating, "Please be informed that your deposit has failed. We kindly ask you to contact your financial institution's customer support for further assistance in order to track or recover your funds."

Contact with My Bank: Following the casino's advice, I contacted my bank. They confirmed that the €70 transaction was successful and approved. I have obtained a signed document from the bank verifying this.

Follow-up with the Casino: I provided the casino with the official proof from my bank. In response, they informed me that the query would be forwarded to another team for investigation.

Casino's Final Response: Today, [Date of the final email from the casino], I received a final email from the casino stating, "We regret to inform you that your recent deposit attempt was unsuccessful...We recommend that you contact your bank directly to inquire about the situation and seek assistance in recovering the funds."

My Final Attempt to Resolve: I replied to the casino, reiterating that I had already contacted my bank and provided them with the proof of the successful transaction. However, the casino has been unwilling to offer any further assistance, disclose the steps they have taken in their investigation, or provide any evidence to support their claim of a failed deposit.

Summary of the Issue:

I have a confirmed and documented successful transaction of €70 to Bizzo Casino from my bank. The casino, despite being presented with this evidence, has failed to credit my account and has ceased to provide any meaningful support or transparency into their investigation. I have exhausted all options in trying to resolve this directly with the casino and am now seeking your assistance.

I have attached all relevant email correspondence with the casino and the signed document from my bank confirming the transaction.

Dear Husmor,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’re experiencing.

If your deposit has never been credited to your casino account, the only thing I can recommend is contacting your payment provider for an investigation. Please keep in mind that this process can be complex and may take up to a month. In such cases, the casino’s ability to intervene is often limited.

I’m sorry that we can’t provide more immediate assistance at this time. However, I will leave this complaint open for a month, and I kindly ask you to keep us updated on any progress.

Thank you for your understanding.

Best regards,

Veronika

Dear Veronika,

Thank you for keeping my case open.

I am writing to provide the update you requested. I have followed your instructions and contacted my bank again.

Bank Investigation: My bank has conducted a further trace of the €70 transaction.

New Evidence: They have provided me with a new, signed document confirming the funds have left my bank and were sent to the casino/their payment provider. The document includes a new reference number for the trace.

Casino's Response: The casino has ignored my new evidence. They simply replied that the deposit "failed because of an error" and told me to "contact my bank again." They are refusing to investigate on their end or acknowledge the proof I have provided.

I have now done everything I can. I have provided the casino with two separate, official documents from my bank proving the transaction was successful. The casino is refusing to cooperate and is just sending me in circles.

Since the casino is unwilling to resolve this directly with me, I am now formally asking you to intervene. Please present this new evidence and demand that they credit me back my €70 or provide concrete proof from their payment processor showing why they have not received the funds.

I am attaching:

The new, signed document from my bank.

The latest email conversation with the casino where they dismiss my evidence.

Thank you for your response. Please forward me the bank statement for June to [email protected].

Also, can you see the failed deposit in your transaction history in the casino profile?

Dear Husmor,

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.

Hej,

Casinot har nu återbetalat mig mina 70 euro efter jag lade upp detta klagomål här och även på en annan sida. Det verkar som dom magiskt nog hittade pengarna efter 1 månad precis efter detta klagomålet, vilken tillfällighet! Denna kan stängas.

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru