Bizzo Casino - Player’s withdrawal has been delayed.

I have been playing in this casino for over 1 month, in this game tree of fortune is the game where I play 90% of the time, and being myself a computer expert (Computer Eng), I analyzed that the algorithm and software are altered to harm the client/player. In other words, the client after several hours or days of playing and winning, the software and algorithm, change their behavior for the player to lose. the player AT higher levels makes bets and the software does not respond. it runs forever with no possibility for the player to stop it. This game has the particularity that each reels is played independently and the player has action. In this case, that possibility disappears. The game gets hooked and changed. Rotates nonstop in each hand. It doesn't stop when we send a mouse click to stop order etc. So I lost 4000 euros with this altered and lying software. This is an illegal and unfair way to steal winning players. Attached are videos of the same and proofs. I demand that you do something so that the same doesn't happen to other players in the future and I want my money lost on this altered machine back.

i have videos to prove

I have videos I recorded that prove everything I said. but I can't load it here. Where can I send the videos to be verified?

Dear Pietrosoa,

Thank you very much for submitting your complaint. I want to inform you that we cannot make a case solely based on what you are describing. Sometimes you might get lucky and sometimes not; that's how casinos and casino games work. I would recommend reading our article about Payout ratio (RTP).

If you have more information that would help our case, please forward it to me. My email address is petronela.k@casino.guru.

Unfortunately, at this time, if we don’t have any evidence proving that something unfair is going on, there is nothing we can do. Please do not hesitate to contact me if there is anything else, I could do for you regarding your complaint.

Best regards,

Petronela

I have already sent the proofs to your email. it has nothing to do with RTP

but with the disloyalty of the software and algorithm when the client is winning, they make the software different, in this specific case because the game can give an advantage to the player who has some edge by being able to choose each reels independently and being able to stop the same each time time. in this case, this is impossible. They take that advantage to the customer. the client cannot move each reels independently, and the game runs forever until it stops and thus takes some edge off the player. just watch the video I sent to your email. This turned my winnings into losses of 4000 euros. This happened after I was winning a few days. The software has completely changed. this cannot happen and harm the player is unfair and punishable...

Thank you, Pietrosoa, for the forwarded video. please check our article explaining "How slot machines are programmed" and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

Could you please advise if you stopped playing right after the incident? Were any bets lost during the faulty spin? Please understand that based on this evidence you are not entitled to a full deposit refund.

I don't want a full refund. I want to show that the machine has changed its behavior. and it stayed that way on every move. never responded to my stops. The rhythm has changed, etc etc... since I started winning everything has changed... to harm the player. What I want is a refund of half the amount I lost because I couldn't make decisions on every move. I was unable to take action in the game. If you are familiar with the Tree of Fortune game, each reels can be moved independently. and from then on never again. If I press stop, it doesn't stop at the command given to it. only for when the machine wants.. is running to take any advantage to the player. Is this so hard to understand!?

Could you please advise if you stopped playing right after the incident? Were any bets lost during the faulty spin?

I'm not even worried about this problem anymore, because I know that casinos are much more powerful than any customer. I asked to close the room, even with the losses resulting from this case. I asked for them to pay me the amount that she still had, 1200 euros. And I've been waiting since the 3rd for payment and so far nothing. They send messages saying that it was paid and the problem is with the company that makes payments. The same thing happened in the 1st complaint I made here and then the amount was returned to the account. it was their mistake. Now the account is closed... What do I do!? I'm waiting more than 8 days. I have proof of withdrawal and account statement that money did not enter.

image of the last unpaid withdrawal request on the 3rd, you can see from the statement that the last one that was paid was 99.75 euros

Thank you, Pietrosoa, for your reply and understanding. Do I understand correctly that you wait since the 3rd of October for your last withdrawal?

sim

Thank you very much, Pietrosoa, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Pietrosoa,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of Bizzo Casino to join the discussion in order to help us resolve the issue of the delayed withdrawal.

Bizzo Casino,

Could you explain why the payment from the withdrawal request made on October 3rd wasn't paid yet?

Hi,

We have contacted the payment system regarding the missing withdrawal, we will update you as soon as we have an answer from them.

However, please note that the bank statement may be required by the PSP.

Thank you.

Thanks for the update to Bizzo Casino,

Please keep us up to date about the situation when you have more news from the payment system.

Hello,

The player was provided with proof of the successful withdrawal via email, please provide it to your bank in order to find a transaction.

Thank you.

Hello Pietrosoa,

Please check with your bank about the transaction and let us know if the withdrawal was successful or not. Let us know about the result. Much appreciated!

Dear Pietrosoa,

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.

Hello Pietrosoa,

It seems that this issue was resolved, but without confirmation from you that you have received your payment, the complaint will now be rejected as previously mentioned.