Bizzo Casino - Player’s struggling to complete account verification.

I have problems with the verification, I have made my first deposit of 15 euros with Astropay and I have sent them all kinds of documentation, I have even contacted Astropay and they have sent me the deposit statement, where my email appears, my telephone number and my identification number , and now it turns out that it is rejected because my name does not appear. I suspect they try not to verify my account as I have big winnings.

Dear ADAN523,

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 serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying your Astropay account is the only obstacle standing between you and your winnings? Has the casino approved the rest of your documents?

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

Best regards,

Kristina

I have sent many documents and they are verified. Except for the Astropay statement, which I directly request from support, these tell me that the statement is generated automatically and that it verifies my identity.

Thank you for your reply, ADAN523. Do I understand correctly that you are not able to withdraw €125,000 (dispute value) due to incomplete verification?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear ADAN523,

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.

Thank you very much ADAN523 for your email. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, ADAN523,

I am sorry to hear about your negative experience and I apologize for the delayed reply. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Bizzo Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Bizzo Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Hello all,

The Astropay was already verified; however, the player in question still must verify another payment method he used to deposit to his account.

About those methods, the player in question was informed via email, also, you are very welcome to clarify this in our 24/7 live chat.

Thank you.

That's a lie, they have several documents in "pending" after a month the status of documents in the same status continues. They are liars, they themselves have told me by mail, you can now withdraw your funds and deposit, but they only allow deposits. They are scammers

They reject me documents that are valid and they do not approve valid documents. And they lie from technical support

after this experience it is very clear that this casino is a scam

Dear @ADAN523,

The documents you have posted here are the documents from the card that were already verified. At this moment there is another card that needs to be verified.

We are unable tom provide you with he card mask due to confidentiality, however, you can get more details by emailing us.

Thank you.

Thank you both for the updates and information.

Dear ADAN523,

Are you please able to contact the casino via email and inform us about news once you receive a reply?

However, please count on some processing time of your email request and provide the casino with a few business days to respond after sending it.

Looking forward to hearing from you soon.

The casino now says I have another card, that's much later than when I was denied withdrawals. They do it so you spend the balance. It is the worst casino I have ever seen, liars and thieves. Whoever reads this should not register in any casino of this group, which are three, national casino, techsolutions group, they are not reliable. I was scammed and many more as I have read in forums

Dear ADAN523,

The casino has the right to perform additional verification anytime and request any document from a player. If you used also another payment method in the past, it needs to be verified.

Are you please able to provide the casino with the required document(s) and let us know once you receive feedback from it?

Dear ADAN523,

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

Apparently verifying the 2nd card was not enough. Now they ask again for documents that are already verified, and others that they did not ask for before, in total there are about 20 approved documents and they only asked for 3 when registering. This has no solution other than the judicial one. Attached the chat with support

Dear ADAN523,

Are you aware of all that is involved in closing an account and cashing out your winnings?

In order for the casino to pay out your winnings, certain conditions must be met. These also include KYC.

As was already mentioned, the casino has the right to perform additional verification anytime and request any document from a player. If you (for example) provided the casino with one type of document in the past and it requires it again, it is not a rational solution to send them the same document.

So, I have to repeat my question once again - Are you please able to provide the casino with the required document(s) and let us know once you receive feedback from it?

I am afraid there is no other way how you could get your winnings.

Dear ADAN523,

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

What they ask for, capture of astropay with the account number and visible name, cannot be done, Astropay does not have an account number, an extract has already been requested from astropay and it was admitted. They ask for documents that do not exist

Greetings all,

ADAN523, although you are still talking about Astropay account verification, I would like to repeat the information previously posted by the casino representative.

"The Astropay was already verified; however, the player in question still must verify another payment method he used to deposit to his account.

About those methods, the player in question was informed via email, also, you are very welcome to clarify this in our 24/7 live chat.

...

The documents you have posted here are the documents from the card that were already verified. At this moment there is another card that needs to be verified.

We are unable to provide you with the card mask due to confidentiality, however, you can get more details by emailing us."

So, again, and I am asking that for the third time now - are you please able to provide the casino with the required document(s) and let us know once you receive feedback from it?

When did you contact the casino's Customer Support via email or Live Chat last time, and what was the information that you received? Can you please share with me all communications with the casino's CS and the provided details and instructions?

Please note in case you will not be willing to answer my questions and cooperate in resolving the issue, I am afraid we will not be able to further help you, and I will be forced to reject the complaint.

Dear ADAN523,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

Thank you very much, Bizzo Casino Team, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru