Bizzo Casino - Player’s withdrawal is delayed due to extensive verification requirements.

Ich habe bei dem Casino mit Kryptowährung rund 600€ eingezahlt. Als ich dann später meine Gewinne auszahlen lassen wollte, wurde das KYC angefragt.

Ich habe Bilder von meinem Personalausweis, einen Adressnachweis und ein Bild meiner Wallet, als Zahlungsnachweis hochgeladen.

Danach wollten sie von mir einen Kontoauszug haben, wo meine Einnahmen zu sehen sind. Da ich aktuell nicht arbeite, sondern nur von meinen Ersparnissen und meinen Gewinnausschüttungen meiner Firma lebe, habe ich Kontoauszüge von einem meiner Konten geschickt, wo ich mir jeden Monat Geld von meinen Ersparnissen überweise. Alles Ausgaben wurde geschwärzt.

Das haben Sie nicht akzeptiert. Ich solle einen Gehaltsnachweis bringen. Ich habe nochmal erklärt, dass ich aktuell keinen Gehaltsnachweis habe, da ich keinen bekomme. Ich habe dann nochmal von einem anderen Konto, wo meine Gewinnbeteiligung meiner Firma ausgezahlt wird geschickt, komplett ungeschwärzt.

Jetzt soll ich Gesellschafterverträge schicken, wo hervor geht, dass das Geld mir wirklich zu steht. Das will und kann ich nicht machen, da ich nur Teilhaber der Firma bin und meine Partner das niemals akzeptieren würden, wenn ich vertrauliche Unterlagen an ein Casino schicke. Das geht die schlichtweg nichts an.

Ich habe dem Support erklärt, dass ich aktuell keiner geregelten Arbeit nach gehe. Wieso soll ich mich für ein bisschen Spaß im Casino hier komplett nackig machen. Das steht in keinem Verhältnis.

Hello svenvolkel375,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Die ersten Dokumente habe ich am 25.06. mit meiner Registrierung hochgeladen. Am 22.07. habe ich den Nachweis meiner Kryptowallet hochgeladen. 2 Tage, nachdem ich eingezahlt hatte. Dieser Nachweis wurde abgelehnt, da er irrelevant sei.

Die erste Mail, dass ich einen Bankauszug schicken soll, habe ich ebenso am 22.07. bekommen. Am 24.07. habe ich dann die ersten Auszüge geschickt. Alle Ausgaben waren auf dem Auszug geschwärzt, alle Einzahlungen aber nicht. Diese Auszüge belegten meine Zahlungen aus den Ersparnissen. Diese wurden abgelehnt. Ich habe am 26.07. von meinem Konto, wo meine Gewinne aus einer Firmenbeteiligung überwiesen werden, Auszüge geschickt, diesmal komplett ungeschwärzt.

Am 29.07. bekam ich eine Mail, dass ich Verträge offenlegen soll, wo die Auszahlungen der Gewinnanteile geregelt wird bzw. Kontoauszüge der Firma, wo die Zahlungen an mich gehen.

Seit dem 29.07. habe ich nicht mehr geantwortet.

Hello svenvolkel375,

Isn't there any document which would prove that you are a shareholder and the income comes from that, without any other parties to be involved?

Es gibt einen Gesellschaftervertrag wo alle Gesellschafter und ihre Anteile eingetragen sind. In diesem Vertrag steht außer meinem Anteil in Prozenten nichts. Das Auszahlungen getätigt werden, steht auch nicht in einem Gesellschaftervertrag. Sowas wird Firmeninternt normal über die Bilanz verrechnet.

Den Name der Firma und die Namen der Gesellschafter gehen niemanden etwas an. Das hier ist mein privates Vergnügen. Ich habe keine Lust, dass diese Daten vielleicht irgendwan im Internet landen und es dann heißt, Person XY von Firma Z spielt im Internet Casinos.

Das sind firmeninterne Dokumente, die ich ohne Zustimmung der anderen Gesellschafter gar nicht veröffentlichen darf und auch nicht werde.

Wenn ich das Dokument veröffentliche, was kommt denn dann als nächstes? Soll ich meine Steuererklärung schicken, damit das Casino schauen kann, ob ich brav meine Steuern bezahle?

Hello svenvolkel375,

Actually it would not be a bad idea. Many casinos ask tax return documents as a proof for income and it is a common requirement in almost every casino.

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

Ich werde mit Sicherheit nicht meine Steuererklärung veröffentlichen. Seid ihr euch eigentlich bewusst, was ihr da verlangt? Ich soll mich komplett nackig machen? Ich soll meine gesamten Vermögenswerten offen legen nur wegen 400€ Gewinn?

Ich habe 2 Nachweise meiner Einnahmen gebracht. Wieviele sind den nötig, damit die mir glauben?

Zu der Weiterleitung: Wenn es der Lösung des Problems förderlich ist, warum nicht.

Dear svenvolkel375,

We will try to reach the casino to find a solution for the verification. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, svenvolkel375,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, it is common for online casinos to accept funds from personal accounts, which have to be fully verified, and there are many casinos which require proof of income - funds deposited to the casino. If they have doubts about the origin of the deposited funds (which may get them into big trouble if there is a suspicion about the legality of deposited funds), how would you please imagine proving the source of funds you deposited to the casino? Since we are not talking about an "anonymous" casino, they have the right to ask you for additional documents upon KYC/verification, so it is understandable that if they need to verify the source of funds, there are not many ways how to do it. As it is nothing special or unusual, I would say it was necessary to think about it earlier than making deposits this way, or at least to ask the casino customer support about it.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bizzo Casino team,

Could you please look into the player's issue and provide us with possible solutions if he would not like to disclose the very sensitive documents/details he referred to above? Is there any option to do it in a way that he would not have to provide complete information about other persons/a company, which is basically unimportant for the casino and the deposits he made to the casino? Since we are not talking about a significant or high amount he deposited, would it be possible to somehow "simplify" it?

Hello!

Let us explain the current situation. A player was suspected of misusing bonuses. He has provided us with POW, SOF, and selfies. However, since the 29th of July, we have been waiting for additional confirmation that he is receiving dividends and signed agreements for his share in the company. Unfortunately, he has refused to provide these documents and said he has filed a complaint with CasinoGuru.

As soon as we receive all the necessary confirmations and documents proving that the funds are clean, we will promptly resolve his situation.

Thank you for your understanding and patience.

Ich wurde überhaupt nicht verdächtigt, irgendwelche Boni missbraucht zu haben. Ich habe dazu nie irgendeine Meldung bekommen. Ich habe, nachdem ich alle Bonusbedingungen erfüllt habe, ganz normal eine Auszahlung beantragt. Da war ich bereits verfiziert.

Bizzo Casino wollte nur immer neue Dokumente haben bzw. haben die geschickten nicht akzeptiert. Ich weiß nicht, warum das so schwer ist zu akzeptieren, dass es Leute gibt, die als Privatier unterwegs sind und einfach von ihren Ersparnissen leben.

Ich kann aber scheinbar schicken was ich will, es wird nicht aktzeptiert. Ich habe mehrere Auszüge geschickt. Wie gläsern soll ich werden? Ihr braucht mir auch nix davon erzählen, dass es hier um Geldwäsche geht. Das Casino hofft einfach, dass sie nicht zahlen müssen.

Dear Bizzo Casino Team,

Thank you for your response and explanation.

However, if he provided POW and SOF, why would the casino need additional confirmation that he is receiving dividends and signed agreements for his share in the company?

In addition, can you please look at my previous post once again and answer my questions? I am afraid they have not been answered completely/sufficiently at all.

Hello!

Thank you for your understanding and patience. We realize that requesting documents can be inconvenient, but it is an important measure to ensure transparency and security in our casino, in this case, it cannot be avoided.

Documents are required to verify the legitimacy of the funds used in the game. It is our responsibility to make sure that the funds are not linked to illegal activity. These measures are in line with our internal policies and legal requirements.

We ensure that all data provided is strictly protected and used only as part of the verification process. We value security and comply with all privacy regulations.

Under our policies and GDPR requirements, we are authorized to request documents that are necessary to verify the source of funds. If all documents are provided, we can promptly proceed with the player's account.

Thank you for your co-operation and willingness to assist in this process. Should you have any further questions or require assistance, please do not hesitate to contact us.

Thank you for the additional information, Bizzo Casino Team.

However, if the user is not allowed to share such document, he could breach the document's/contract's conditions by providing it to a 3rd party. As I asked more than 2 weeks ago - Is there any option to do it in a way that he would not have to provide complete information about other persons, which is basically unimportant for the casino and the deposits he made to the casino?

Would the casino be able to accept a document if some unimportant parts (sensitive details regarding other persons) are covered/hidden?

Of course, I understand that the user's complete name/surname/other personal details, the company details, and the subject/content of the document should be clearly shown there.

Hello!

We strictly comply with international anti-money laundering regulations and expect the player to provide all necessary documents to confirm the legality of his actions. Unfortunately, we will not be able to accept documents with covered/hidden data, as this will make it difficult to verify and make it impossible to ensure that the scheme does not involve other individuals or shareholders acting in concert with the player.

Our platform adheres to the principles of fair play and transparency. We believe that compliance with these rules helps to protect the interests of all participants and maintain confidence in the system. We are always ready to help and provide all the necessary support to make the verification process as fast and convenient for the player as possible.

Thank you for your understanding and co-operation!

Alright, thank you for the additional clarification.

Dear svenvolkel375,

The casino also has to comply with laws and regulations and is subject to GDPR, etc., they are basically not allowed to share any players' documents with anyone or any 3rd party, because they would be breaking the law. Are you please able to simply provide them with the requested?

As was indicated earlier, users are obliged to prove the source of the income or the deposited money. So, if you used your savings for deposits, I cannot see any other option on how to prove the legality of the deposited funds and complete the KYC than to provide the casino with the requested.

Bizzo-Casino hat sich bis heute nicht klar geäußert, welche Art von Dokumente sie wollen. Ich kann und werde keine internen Geschäftsunterlagen schicken.

Wenn ich ein normales Gehalt bekommen würde, müsste ich dann vor der Firma auch meinen Arbeitsvertrag und die Kontoauszüge von der Firma schicken, die belegen, dass das Geld von dort auch wirklich geschickt wurde?

Ich will eine eindeutige Aussage habe, welche Art von Dokument ich schicken soll.

Yes, svenvolkel375, it is common for online casinos to request bank statements and payslips upon KYC.

Alright, let's find it out and move somewhere.

Dear Bizzo Casino Team,

Can you please provide us with the list of all documents that the casino requires from the player to complete his KYC/verification and what they should contain + any special instructions/conditions if there are any?

Thank you.

Hello Branislav, we are currently clarifying all the necessary information and will reach out to you soon with a full response. Thank you for your patience and understanding! We are doing our best to help with this situation immediately.

Hello!

Several documents can be used to confirm receipt of dividends due to ownership of a share in a company:

An extract from the register of shareholders or members of the company. This document confirms that the player owns a share in the company or shares.

A resolution of the general meeting of participants or shareholders on the payment of dividends. The minutes of the meeting can serve as proof that the player is entitled to receive dividends.

Documents confirming the actual payment of dividends:

Bank account statement. If the dividends were transferred to the player's bank account, the bank statement will be a document confirming the fact of receiving dividends.

Tax return. The tax return may show that the player received dividend income and, if it is taxable, will also reflect the withholding of the relevant tax.

Please provide the necessary documents to resolve this situation. We look forward to receiving them so that we can help you as soon as possible. Thank you for your understanding!

Thank you very much, Bizzo Casino Team, for your response and clarification.

Dear svenvolkel375,

Can you please check the list of acceptable documents to prove the source of funds and inform us which ones you are able to provide and when?

Thank you, Looking forward to hearing from you.

Von welchen Dividenden? Ich habe ja sowohl meine Firmenanteile als auch meine Aktiendividenden.

Außerdem weiß ich jetzt immer noch nicht, ob ich all diese Dokumente schicken muss oder ob ein einziges reicht.

Irgendein Protokoll einer Hauptversammlung gibt es nicht. Es handelt sich hier um eine GmbH und nicht um eine Aktiengesellschaft. Steuererklärung werde ich auch nicht schicken, da die niemanden was angeht und die außerdem aus dem letzten Jahr ist und in meinen Augen eh keine Aussagekraft hat.

Somit bleibt nur noch der Kontoauszug. Und da geht jetzt immer noch nicht klar hervor, ob ich einen Kontoauszug von mir schicken soll (den ich schon geschickt habe) oder von der Firma.

Dear svenvolkel375!

As mentioned by our support team, to further process your enquiry we will need proof that you have received dividends from the company. 

Please provide copies of relevant documents such as dividend statements or contractual agreements. Any documents that can indicate that you have received funds will also be suitable. 

This information is necessary to complete the audit. Thank you for your co-operation!

Reicht ein Kontoauszug der Firma, wo nur die Dividentenzahlung an mich zu sehen ist? Alles andere wäre geschwärzt.

Muss der Name der Firma sichtbar sein?

Greetings all,

Thank you for your replies.

Just switching the timer to the Bizzo Casino Team, waiting for their response.

Hello,

Yes, the company's name should be visible. This is necessary to understand which organization your involvement is linked to, and proof of your shareholder status is also required.

Please submit the document through the support team and contact them with any queries regarding this. There is a highly trained staff there to assist you with your inquiry. And if there are any difficulties, don't hesitate to contact us here; we will solve everything.

Wieso werden meine Fragen immer nur halb beantwortet? Ich habe ebenso gefragt, ob es reicht, wenn die Dividendenzahlung sichtbar ist und die restlichen Buchungen geschwärzt sind.

Bizzo Casino Team?

Dear svenvolkel375,

As we mentioned earlier, you should contact our support team. Since we, as casino representatives, are not in the process of accepting documents. By contacting the support team directly, you will be able to get detailed answers to all your questions and your case will be solved much faster and more efficiently. Please contact the support team for a faster resolution of your issue. Thank you for your understanding!

Dear svenvolkel375,

Can you please contact the casino's support and try to solve it with them directly?

I am not sure about hiding any details from bank statements but from our experience, online casinos do not like edited documents, and it is industry standard that they accept only original/unedited documents. Since they are bound by the Privacy Policy and other regulations regarding the data sharing policy, I would simply provide the casino with the original unedited documents showing from where the funds deposited to the casino came to your account. They basically do not care about anything else besides transactions related to the casino itself (unless you do not have any other account(s) at the casino and your documents could link them, which I sincerely hope is not the case here).

Feel free to inform us about any progress.

Thank you. Looking forward to hearing from you.

Wir drehen uns im Kreis.

Ich habe verstanden, dass ich keine persönlichen Kontoauszüge von mir geschwärzt schicken darf. Ich will wissen, ob der Kontoauszug der Firma, die mir die Dividenden auszahlt, die mit diesem Fall hier rein gar nichts zu tun hat, völlig ungeschwärzte Kontoauszüge schicken muss oder nur die eine Dividendenzahlung sichtbar sein muss.

Nochmal: Ich werde keine Firmeninternen Dokumente veröffentlichen. Dazu zählen genaus Kontoauszüge mit Buchungen von Kunden, die aus Datenschutzgründen in Deutschland gar nicht verschickt werden dürfen.

Wieso kann man mir auf diese einfache Frage keine Antwort geben?

Anbei ein Screenshot von meiner Anfrage beim Support. Es wird überhaupt nicht auf meine Frage eingegangen.

Dear svenvolkel375,

I am sorry for the delay.

So try to simply provide them with the requested document but with the parts in question hidden/covered up, and wait for their decision whether it can be accepted or not.

Feel free to let us know once you try it and receive a response from the casino regarding the provided document(s).

Dear Bizzo Casino Team,

Although you mentioned that you are not in the process of accepting documents, in the screenshot from the complainant, you can see that the casino's Customer Support did not help him much nor answer his clear questions sufficiently. Therefore, since in this complaint resolution process you are the one who represents the casino, you should be able to connect with the responsible casino team and find out this information for the player.

Can you please contact the relevant casino team and provide the user with a clear answer to his question regarding the company's document and hiding sensitive details in it? Would the casino be able to accept such a document if there is let's say the company's name/details and only the payment(s)/dividend(s) paid to the user's payment method visible in the document?

It would be highly appreciated if we have clear answers and could finally move somewhere forward here.

Thank you.

Hello!

To finalize this issue, you will need a document confirming the dividend income, where the company and the recipient are clearly stated. Please ensure that all details are visible and legible.

We look forward to receiving the necessary documents and are ready to complete the case promptly.

@ Casino Guru...

Sie sehen, dass Bizzo Casino wieder nicht auf meine Anfrage eingeht, was mit sensiblen Daten ist, die nichts mit den Dividenden zu tun haben. Ich weiß immer noch nicht, ob ich diese schwärzen darf oder nicht.

Man schickt hier immer nur die selben nichtssagenden Phrasen.

Dear svenvolkel375,

Can you please simply provide the casino with the requested document covering up details that are too sensitive according to you, wait for their response, and inform us once they reply? Make sure that the most important details (that the casino needs) are visible in the document.

If that is not a problem, feel free to also forward it to my email (branislav.b@casino.guru) so we can review it once the casino provides you with an update.

Thank you.

Dear svenvolkel375,

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.

Ich werde nächste Woche ein geschwärztes Dokument schicken. Ich melde mich dann hier wieder.

Great, thank you for letting us know.

Feel free to inform us about any progress or updates.

Looking forward to hearing from you.

Dokument wurde verschickt. Alle Buchungen, bis auf die Dividendenzahlung wurde geschwärzt. Jetzt bin ich auf das Ergebnis gespannt.

Great, svenvolkel375. Thank you for the confirmation.

Let's try to speed up the process a bit and ask the casino representative to help us.

Dear Bizzo Casino Team,

Can you please inform us about any progress or updates regarding the user's KYC/verification?

Is the last provided document(s) from the player enough to confirm his deposits/source of funds? If not, what else is needed?

Thank you.

Natürlich wurde das Schreiben abgelehnt, weil es ausgedruckt war. Ich habe es jetzt nochmals als PDF geschickt, natürlich trotzdem geschwärzt.

Außerdem soll ich einen Vertrag über die Dividenden mit schicken. So einen Vertrag gibt es aber nicht. Ich bin gespannt.

Dear svenvolkel375!

The last time we received documents from you was in July. Please make sure you have sent all the necessary documents so that we can continue processing. If you need assistance, we are always ready to help you.

Ich habe jetzt noch ein Schreiben vom Geschäftsführer aufsetzen lassen. Wenn das nicht genügt, weis ich auch nicht mehr weiter.

Dear svenvolkel375,

Who from the casino are you in contact with, please? Can you provide us with a contact you are in contact with regarding your KYC at Bizzo Casino?

If the casino representative does not know about any documents you provided since July, something is not correct here.

@Branislav

da steht immer ein anderer Name. Rachel, Dag, Nathan, Malcom, usw.

BizzoCasino will einfach nicht auszahlen. Die wollten einen Nachweis haben, dass die Dividenden ausgezahlt werden und ich habe einen Kontoauszug vom Konto der Firma geschickt. Jetzt muss es noch ein zusätzliches Schreiben sein, dass den Kontoauszug bestätigt. Das ist total lächerlich. Als nächstes muss ich das Schreiben vielleicht noch beglaubigen lassen.

In Deutschland ist es völlig normal, dass man sich Anteile der Gewinne aus einer GmbH auszahlen lassen kann. Da gibt es keine Verträge dafür. Es gibt einen Gesellschaftervertrag und das wars. Alles andere wird intern geregelt. Es ist total lächerlich, was BizzoCasino hier abzieht. Das hat nichts mit Geldwäschevorsorge zu tun.

Thank you, svenvolkel375. And, were you in contact with the casino via Live Chat or email, or in another way?

Another question - would you be able to provide the casino with a partnership agreement, however, also with some "sensitive" parts covered up/hidden?

Dear Bizzo Casino Team,

We have been spinning in a circle here since the end of August. Also, although the player claimed that he provided the casino with some documentation recently, you mentioned that the last time you received documents from the player was in July, which currently makes no sense.

Therefore, let's please do it a bit differently now.

Can you please provide us with a responsible contact (email address), to whom the player could send his documents?

Then, I will ask the player to send everything necessary there, adding me to the CC of the email, and we will wait for an update from you or the receiving email address.

Also, it would be great if you could somehow explain why the casino needs a signed agreement for his share in the company and/or how to solve it if he is not allowed to share such a document with anyone. Alternatively, can the casino accept such a document if parts irrelevant to the casino would be covered up/hidden in the document? I think that in combination with the bank statement from the company's bank account, it could be alright and enough to verify his deposit(s) and/or the source of funds.

Thank you. Looking forward to hearing from you.

Es hat endlich funktioniert. Ich habe mein Geld bekommen. Vielen Dank für euren Einsatz... 🙂

Hello,

We’re delighted to hear that everything has been successfully resolved and you’ve received your funds. Ensuring a smooth experience for our players is always our priority, and we appreciate your patience throughout the process.

If you ever need assistance in the future, don’t hesitate to reach out. We look forward to seeing you again!

What great news, svenvolkel375!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Thank you, Bizzo Casino Team, for your help and cooperation.

Best regards,

Branislav, Casino.guru