Bizzo Casino - Player's withdrawal is denied due to bonus terms.

I signed up with Bizzocasino and later requested a withdrawal of 10,000 lei. However, the casino denied my withdrawal, claiming I violated their bonus terms. The issue is that these bonus terms, including the wagering requirements, were never presented to me during the registration process or when I activated the bonus.

While Bizzocasino argues that by accepting the general terms and conditions, I automatically accepted the bonus terms as well, I was never given the opportunity to read or explicitly accept those specific terms. Simply having the terms available somewhere on the website is not enough—they should have been clearly displayed when I activated the bonus.

Their refusal to process my withdrawal based on terms I was not properly informed about is not only unfair but also violates EU consumer protection laws regarding transparency and misleading practices. Despite reaching out to them, I haven’t received a satisfactory response.

Bizzocasino has violated the following EU directives:

1. Directive 2011/83/EU on Consumer Rights:

This directive requires that consumers are provided with clear and transparent information before entering into any contract. In your case, the bonus terms and wagering requirements were not clearly presented when you activated the bonus. This failure to inform you properly violates your right to make an informed decision.

2. Directive 2005/29/EC on Unfair Commercial Practices:

This directive prohibits misleading practices, such as failing to provide essential information or hiding important terms. By not clearly presenting the bonus terms during the registration or bonus activation process, Bizzocasino engaged in an unfair commercial practice. The bonus terms may have been available on the website, but they were not shown in a way that allowed you to properly review and agree to them.

Dear drew99,

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 confirm that you have passed the KYC verification?
• Did you accumulate your winnings with the welcome bonus?
• Has the casino specified how you violated the bonus terms?
• Could you please share your communication with the casino regarding the canceled withdrawal? 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

I have my kyc done. They said that i violated max bet when a bonus is active. I accumulated my winnings with my real balance first, and only after with my bonus balance. I have already tried to find a solution, but i think i will go in court, because they said that when i created my account, i accepted their bonus terms. Let me show you the links provided by them upon registration:

https://bizzocasino.com/rules/terms-and-conditions

https://bizzocasino.com/rules/privacy-policy

These were the only links upon registration that i should read and accept. But they lied, and tell me that actually, the link provided by them is this one:

https://bizzocasino.com/rules/bonus-terms

This is a lie and can be verified. So, as i reported them at eu council, they said that they violated those directives that i mentioned in my compliant. The fact that i accepted their general terms and conditions, doesnt mean i accepted bonus terms. They never presented those terms neither at registration or before accepting the bonus. Where is transaprancy? I dont have to scroll or to search some terms that i dont know that exists. I read and accepted only what they provided, and there was no bonus rule!

Its like taking a loan from a bank. They give you to read some terms and conditions that you have to accept, and after you sign, surprise, there are more terms but nobody told you about them. This is so ilegal guys… And accepting some terms doesnt mean i accept anything they force me, like other terms that are somewhere on the site, but they never provided them so i can read them. I should dream that there are some other terms. I never seen this before. Every casino presents their bonus terms and conditions before accepting any bonus. They didnt. This is fraud and violates some laws and directives.

Here is the page when i created my account and recieved that first deposit bonus. Are there any bonus rules that i should read and accept? No, there are only general terms and privacy policies, you can check the links but i also provided them earlier. And their team just lie about the link. They said that there is the link with the bonuses rules at registration but there isnt any link for those rules, just the general terms of the site.

Hello drew99,

We would like to update you that due to Dominika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Dominika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Dominika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear drew99, please be aware that by accepting the bonus, you are also agreeing to the associated terms. Do you require any further assistance? If so, do not hesitate to contact us, otherwise I will be forced to reject your complaint. Thank you for your understanding.

I accepted the bonus. But you can check that there are no bonus rules under the bonus…. So they never informed me about those bonus rules. As every casino has a message like: " bonus under some terms and conditions" so i know that there are some terms of using this bonus. They never presented those rules. How can i know about them?? Its their legal responsability to present those rules BEFORE accepting a bonus. But there is no box to check or an information about those rules. Nothing!

Dear drew99, as long as the casino's terms and conditions are available on their website, we cannot assist you further. The maximum bet information is clearly outlined in the General Bonus Terms & Conditions (https://bizzocasino.com/rules/bonus-terms).

"1e. The maximum bet with an active bonus is 5 EUR, 5 USD, 8 NZD, 8 CAD, 5 CH, 20 PLN, 50 NOK, 8 AUD, 1700 HUF, 10 BGN, 125 CZK, 40 HRK, 30 BRL, 4500 CLP, 400 INR, 7000 KRW, 25 PEN, 25 MYR, 25 RON, 130 000 VND, 1000 PKR, 300 RUB, 35 CNY. (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Bizzo Casino reserves the right to confiscate the winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency."

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. 

Due to the aforementioned reasons, 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.