The player from Austria had won €4,000 at Bizzo Casino but faced withdrawal issues due to proof requirements for a previous mobile deposit that was not accepted. Despite sending an invoice, the casino had warned that using a third-party payment system linked to a different name could result in account closure and confiscation of winnings. She sought assistance to resolve the situation and secure her balance of €3,500. The issue was resolved as she successfully withdrew the entire €4,000, albeit in multiple transactions of €500 each. The Complaints Team acknowledged the lengthy process and marked the complaint as resolved, offering future assistance if required.
Bizzo Casino - Player's withdrawal is delayed and account at risk.
Amount: €4,000
Bizzo Casino
Safety Index:Above averageSafety Index
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7.2
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
I won €4000 at Bizzocasino without a bonus or free spins with a deposit of €250 via Click and the withdrawal has not been processed.
First I requested 2* €2000 withdrawals and then asked in the chat support how long the withdrawal would take. The employee said I had to send proof of the last mobile phone deposit. There were a few back and forth discussions because my last mobile phone deposit was not accepted. I said I can't send proof of something that didn't happen.
I saved the screenshots of the chat.
Since I made a deposit via mobile phone some time ago, they now insist on the deposit document. I then sent them an invoice.
After a day I tried to make a withdrawal of €500 again. This was confirmed immediately and I also received a message from the payment service that my money was on its way. At the same time I received an email from the casino:
Please be informed that we do not accept third party payments. We kindly warn you that in case of a repeated deposit from a third party payment system, bank account or card, your account will be closed and winnings confiscated.
My cell phone contract is in a different name but is owned by me and is paid for by me (account details can be seen on the bill). The contract holder can also confirm this.
The current status is that my casino account has a balance of €3500.
I am afraid that I will lose the money and I ask for help.
Automatic translation:
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1 month ago
Dear greensteffi83,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve encountered with your withdrawal and understand your concern.
- To clarify the situation and proceed with your case, could you confirm whether you accumulated the €4,000 winnings with or without an active bonus? This detail will help us better understand the terms and conditions related to your winnings and how to approach the issue.
- Additionally, could you kindly forward the screenshots of the chat you mentioned and any relevant communication, such as the invoice you submitted, to petronela.k@casino.guru?
Your cooperation is crucial for us to proceed and resolve this matter as quickly as possible.
I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience as we investigate the issue.
Thank you in advance for your reply and cooperation.
Best regards,
Petronela
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1 month ago
Translation
Hello Petronela,
thank you for your message.
I hope I can illustrate the situation a little better with my screenshots.
On February 10, 2025, I made a deposit of €250 with Click (for the first time). It was immediately debited from my account but not credited to my player account. That was the first time I contacted support and complained that it was taking so long. My balance was only active after about 24 hours.
Then I won relatively quickly WITHOUT a bonus, which surprised me because the winnings at Bizzo usually leave a lot to be desired. I paid out the first €2000 on February 11th at 2:37 p.m. and continued playing with the remaining money and won again.
Since I know that Bizzo wants proof of payment from the last deposit, I put it online as a precaution.
At 14:49 I wanted to withdraw another 2000€.
Both withdrawals were in the queue until February 12th and then on February 12th at 4:56pm I received an email asking me to upload proof of the last deposit and then I contacted support. Screenshots attached.
I also sent them a cell phone bill and there was a comment saying it doesn't work, it's not in my name. I made a statement saying that my account number is shown on the bill and that I can get a statement from the contract holder at any time.
I tried to withdraw again on February 14, 2025 at 9:29:46 AM to save at least a small part of my winnings. I requested €500. This was approved very quickly (11:56 AM). I assume the casino is hoping I'll give up and gamble away the remaining €3500.
I really hope you can help....
Thank you
All screenshots were sent by email to Petronela
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1 month ago
Translation
Current status:
The first 500€ have arrived in my account.
I have now applied for another 3* €500.
The first 500 have already been transferred by the payment provider and the second 500 have been approved by Bizzo. Very tedious.
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4 weeks ago
Hi greensteffi83,
Thank you for the detailed explanation and forwarded screenshots. I can see you've made some progress, but I understand it’s still been quite a long process.
I’m glad to hear that the first €500 was successfully transferred, and I hope the other withdrawals will follow soon. Please keep me informed of any updates or if you encounter further issues. I'll be happy to assist you along the way.
Thanks again, and let’s hope the rest of the withdrawals go smoothly.
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3 weeks ago
Translation
I was able to withdraw the entire €4000. All the money is already in my account. It was very tedious as I could only withdraw €500 at a time, but now it's done. I will definitely avoid Caino in the future.
Thank you
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3 weeks ago
Dear greensteffi83,
We’re glad to hear that your issue has been resolved, though we understand that the long wait for your withdrawals was frustrating and that you’re not completely satisfied with the experience. We truly appreciate your patience throughout this process.
We’ll go ahead and mark your complaint as ‘resolved’ in our system. However, if you ever face any issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center—we’re always here to help.
As you know, our services are completely free, and we do not accept any gratuities. However, if you found our assistance helpful, we’d be grateful if you could share your experience with us on Trustpilot: (link here). Your honest feedback, along with any suggestions for improvement, would mean a lot to us and could help others who may need our support.
Thank you again for your cooperation, and we hope your future gaming experiences are smoother.
Best regards,
Petronela
Casino.Guru
