Bizzo Casino - Player's winnings were confiscated.

I have had no alternative than to contact casino guru regarding a dispute I am having with your online casino called Bizzo Casino.

I am in dispute over at least 7306 EUR that has been confiscated from my bankroll due to max withdrawal restrictions with bonus money. " only one account with or without bonuses is allowed per player/IP/device."

I was lucky enough to win in excess of 7306 EUR after a 100 EUR deposit on my account on 16th August 2023.

I withdrew the first 4000 and it was not paid....I was not given any information why, I visited the online chat facility and they made me aware. I my account was blocked and I needed to verify myself.

- ID

- ID selfie

- ID selfie holding 2312 number on it

- ID selfie with another number on there.

- Pay slip most recent

- Full history with NETELLER ( didn't deposit with neteller)

- Full history with SKRILL ( didn't deposit with Skrill)

- Full history of my personal bank that connects to my payslip.

- Asking for another alternative ID which I didn't have 

I had an active bonus on the account, this was news to me, I did not ask or accept a bonus on the account as far as I was concerned.

Moreover, my gameplay that accumulated the winnings was ALL cash, ie I never entered into the bonus money, therefore bonus restrictions and any wagering cannot apply.

I was emailed and told the actions taken are in accordance with your terms and conditions.

This is false advertisement and a clear breach of your terms and conditions.

It is common practice along with any online gambling company that if a 'real' balance is showing a figure, then I am free to withdraw that cash balance no questions asked.

That 'real' cash balance was in excess of 7306 EUR and carried absolutely no restrictions, this is proven as I was able to withdraw the max 4000 eur first of all.... Asking me for all these personal documents I proved that I am the person in question and there is no other persons involved. 

Dear stephenw1,

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 make sure I understand your situation completely.

From the sentence you pasted here: "Only one account with or without bonuses is allowed per player/IP/device.", this seems like an issue with multiple accounts, rather than a problem with bonuses.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Are you now able to access your casino account and send us the screenshot of your bonus history?

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, 

Veronika

Sorry "Only one account with or without bonuses is allowed per player/IP/device." reason where they confiscate my money on.

This is not true ofcourse they only provide generic reply's there is nobody that explains anything.

How can I not pass the verification?

All was approved in there internal system.

Only more and more and more documents.

I deposit only 100 euro and they are entitled to 6 months of payslips and connecting personal bank statements where never made a deposit with.

Selfies with notes. To only say in the end they will not pay me.

Absurd!

Note: I used my own computer with my IP.

Thank you very much, stephenw1, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you stephenw1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bizzo Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and account blocked.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello, we would like to bring to your attention an important update regarding some accounts. A case involving one of our players led to the discovery of unfair practices involving a whole group of users involved in collusion. Our AML department together with our head of support thoroughly investigated the situation and made the only correct decision in accordance with our rules.

According to our terms and conditions, we reserve the right to close the user's account and suspend payments. The decision taken is at the sole discretion of the Company and the user will not be informed of the reasons for such action. In addition, the Company reserves the right to inform the regulatory authorities of such fraudulent actions committed by the user.

The user has been notified of the reasons for account closure and confiscation of illegally obtained funds. Please note that only the amount of the initial deposit will remain in your account. After its withdrawal, your account will be closed.

Thank you for providing this update, Bizzo Casino.

While I appreciate your response, I must respectfully disagree with the characterization of my situation as part of a group involved in collusion. I stand firm in my assertion that I played fairly and within the confines of your terms and conditions. As I mentioned earlier, I utilized only real money for my gameplay and did not accept any bonuses or promotions.

Furthermore, I diligently provided all requested verification documents to prove my identity and legitimacy as a player. If there were any concerns regarding my account or activity, I would have expected transparency and communication from the casino, rather than unilateral action without explanation.

I urge Bizzo Casino to reconsider its decision and provide concrete evidence to support the allegations of collusion. I remain committed to resolving this dispute in a fair and amicable manner.

Thank you,

stephenw1

Thank you for the update.

Dear Bizzo Casino could you provide me with evidence of the ties of the player to the group of users involved in collusion? You can provide any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello, we're sorry for not getting back to you sooner, we're just clarifying the information on this matter. We will get back with an answer as soon as possible.

You had no right not to pay. I think this is a misunderstanding please pay me out.

I won with my OWN money.

Hello,

Peter We would like to confirm that we have sent you a message to your email address. Thank you for your attention and understanding.

Thank you for providing me the information Bizzo Casino representative.

Dear stephenw1, the casino has provided me with evidence of collusion and therefore we believe the steps the casino has taken are justified. Due to that reason, 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.

Kind regards,

Peter