Bizzo Casino - Player's winnings have been confiscated.

I wish to make a complaint regarding your decision to withdraw the entirety of my winning from Bizzo Casino.

I deposited 35 AUD on 30th January and accepted a deposit bonus. I was unaware of any betting restrictions as most online casinos have inbuilt restrictions that stop you from going outside the rules. To be honest no one really reads all the fine print and usually you are stopped from withdrawing until you have spent a certain amount. I won around 150 and went to withdraw over two amounts. This is because the balance shown was "real balance".

My withdrawals were rejected because I hadn’t provided the required documents. I then went through the process of identifying myself and my account was confirmed. 

In the mean time I played with the money in my account and won around 1748. I then went to withdraw and that remained on pending for some time. I then cancelled the withdrawal and amended it to 1500. I played with the remainder and won 3000. I withdrew 3000, I have since discovered that there is a 4000 per day limit, but that went into pending. With the remainder of my money I won another 3000. As I went to go back to the main page I noticed my balance was only 35. 

I contacted customer service and I got standard scripted responses saying I had breached the bonus rules. I couldn’t work out what any of that meant.

I must also say that, stupidly, I took out two short term loans whilst awaiting for the 1748 to be paid with the intention to use my winnings to pay them out.

We went back and forwards and I got pretty angry as you would appreciate. One minute I have 8000 the next minute 35! This has left me in a dire financial position.

If I breached any rules it was completely unintentional. Why would someone deliberately break rules knowing that they could lose all their money.

I can only plead with you to please review your decision as I had no idea that I had breached any rules. Can I also plead with you to put some contingency into your site so other people don’t end up in my position.

Thanks for taking the time to read.

Phillip K.

p*******@hotmail.com

Dear johngracie1967,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus?

Has the casino specified the bonus rules you breached?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

It was a welcome bonus apparently!

Dear johngracie1967,

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Dear johngracie1967,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.