The player from Germany reported repeated issues withdrawing winnings from Bizzo Casino, encountering vague responses from customer service and ongoing reasons for withholding funds. The player expressed disappointment in the support provided and labeled the experience as potentially fraudulent. The issue was resolved after the player submitted a complaint, leading to the prompt processing of the withdrawal and the funds being credited to his account. The Complaints Team marked the complaint as resolved, acknowledging the time-consuming nature of the process.
Bizzo Casino - Player’s winnings are being delayed.
Amount: €70
Bizzo Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Translation
I strongly advise against using Bizzoocasino.com. I deposited money on this site multiple times and, after a long period of playing, I finally managed to win something. However, when I tried to withdraw my winnings, I was continually given new reasons why it was not possible. It feels like the casino is doing everything it can to withhold my money.
The customer service is a disaster. My inquiries are only answered vaguely, and I don't feel taken seriously at all. The so-called "Live Support" doesn't work at all—nothing happens there.
I am extremely disappointed and strongly advise anyone who wants to play seriously to stay away from Bizzoocasino.com. In all my years as a player, I've only had one other experience that was this bad. To me, this is nothing short of fraud.
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2 months ago
Dear apturbo,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please advise if you passed the full KYC verification?
Have you made any successful withdrawals before, or are you trying to withdraw your winnings for the first time?
Have you accumulated your winnings with or without an active bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 months ago
Translation
Hello Veronica,
Here are the answers to your question:
"Can you please let us know if you have passed the full KYC verification?"
After much back and forth and insistence on the Casino Guru complaint, I have now passed the KYC verification, but was rejected over 8 times.
"Have you made successful withdrawals before or is this your first time trying to withdraw your winnings?"
This was my first attempt to withdraw money from this casino, but I am not inexperienced when it comes to the casino's methods and luckily I knew how to help myself.
"Have you accumulated your winnings with or without an active bonus?"
The winnings were collected completely without a bonus.
ADDENDUM:
I have just been paid the money. I must say that this was after I attached this complaint to the support ticket to Bizzoo. My case was then immediately forwarded to the right department and the money is already in my account.
All in all, I'm relieved now, but I still think it's a shame that Bizzoo tried so hard to deny me my winnings. Take this information and form your own opinion!
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2 months ago
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Additional addendum:
I see that an unusually large number of people are having problems with the KYC verification process, and I can understand that completely. This casino sometimes requires very complex documents, some of which cannot be uploaded at all because they cannot exist.
Example:
It was extremely time-consuming for me to submit this document because my bank does not have such a detailed overview. Not only for this reason (but among other things) it was made extremely difficult for me and I had no other choice than to contact support directly. By the way, live support doesn't work for me at all, no chat window opens.
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2 months ago
Dear apturbo,
I'm glad to hear that your issue has been resolved successfully, although it was very time-consuming and nerve-wracking. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
