Bizzo Casino - Player’s self-exclusion request was ignored.

I requested that my account be closed because I had a problem with my gaming at the casino, I was playing excessively. I explained this to them, but they not only didn't close my account, they gave me a bonus... After the bonus, I lost another 600 Euros. I then asked them to return the 600 Euros, stating that had they closed my account when I initially asked, I wouldn't have lost the 600 Euros. I asked them to refund my money and close my account like they should have done in the first place. They simply closed my account but never returned my money!!! You will see below the date that I asked for my account to be closed and the date they were still accepting deposits from me even though I had requested a block!!!

Dear Johnny199436,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I’d like to explain to you what the difference is between closing the account and self-exclusion:

Closing an account is simple and has almost no impact - the player can reopen the account anytime, and the casino has no obligation to the player. 

On the other hand, self-exclusion does. If a player successfully makes a self-exclusion the casino agrees not to open this account or if yes only under particular circumstances (after the cooling off period and this cannot be done for players who are addicted/with gambling problems).

Have you ever clearly informed the casino that you wish to close your because of gambling addiction? If yes, please forward that specific self-exclusion request to me. My email address is kristina.s@casino.guru.

Thank you very much in advance.

Best regards,

Kristina

I have emailed you the request to permanently close your account

Thank you for your reply, Johnny199436. I apologize, but we could help and ask for a refund if you requested self-exclusion and clearly expressed your gambling problem in the message. Since I don't see any message in which you informed the casino that you have a gambling problem, I can only recommend how to request self-exclusion properly in the future.

When applying for the self-exclusion, state clearly the reason why you want your account to be deactivated 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."

Additionally, you also have the option to utilize our Self-Exclusion Assistance Tool.

This tool allows 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.

As there is not much more we can do in this case, I am forced to close the complaint. 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.