HomeComplaintsBizzo Casino - Player’s withdrawal request is delayed due to additional verification.

Bizzo Casino - Player’s withdrawal request is delayed due to additional verification.

Amount: €942

Bizzo Casino
Safety Index:Above average
Submitted: 23 Jul 2024 | Case closed : 14 Aug 2024
Case closed Our verdict

Other

REJECTED

Case summary

2 months ago

The player from Austria had completed the identity verification process, including uploading selfies with ID documents. However, the casino refused to process the withdrawal and demanded his personal bank statement and crypto transactions for the last 3 months. The player later requested to cancel his winnings and withdraw his deposits, which the casino processed without issue. Consequently, the complaint was rejected at the player's explicit request.

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3 months ago
Translation

Hello,


I have received a request to verify my identity with the casino.


As you can see, everything has been confirmed, and I have also uploaded selfies with a note and my ID document.


file



However, the casino is now refusing to process my withdrawal and is insisting that I provide my personal bank and crypto transactions for the last 3 months.


file


I believe this request is unreasonable because:


1) I have not been registered with the casino for such a long time,


2) These are very private details.


The casino is a company, not a government authority, and should not be demanding such sensitive information from me.


I would appreciate your assistance in this matter.


Thank you in advance.


Automatic translation:
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3 months ago

Dear DiePoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

I checked the casino website and found this:

11. KYC UND VERIFIZIERUNG:
3. In einigen Fällen benötigen wir einen zusätzlichen Nachweis - einen Nachweis von Geldmitteln (um sicherzustellen, dass der/die Spielerin sein/ihr eigenes Geld verwendet, wenn er/sie auf unserer Webseite spielt)

Please note that once the source of funds documentation is requested as part of the KYC, we might not compel the casino to skip this step. I would recommend you comply with the casino's request.

Please let me know about the result.

Best regards,

Tomas

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3 months ago
Translation

As I said,

I am happy to provide ID etc. and am also willing to take various selfies.

I also require proof of salary.


I did that too and EVERYTHING was accepted.


So why this step?

And why immediately, but only after I have uploaded my requested selfie?


But I find the request unreasonable, since I do not only make transactions to the casino, but use my account for my PRIVATE purposes.

And to make this available retroactively for 3 months... Why?


Is it then up to the casino to decide whether I earn enough?


How many people are looking at my transactions?


These are all things that I am not informed about, nor do I have control over.



Again, a casino is a business and not a tax authority and therefore has no legal basis to demand this.



Automatic translation:
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3 months ago

Thanks for your reply, DiePoe.

I am sorry you feel this way. I apologize for not replying sooner.

The requirement to request a bank statement might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene. Please let us know how you wish to proceed.

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3 months ago

Hello,


I spoke to Casino to cancel winnings and withdraw my Deposits.


Suddenly was no Problem and I got my money back...

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3 months ago

Thanks for the update.

Do I understand correctly you don't wish to pursue a withdrawal of your winnings? May we close the complaint?

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2 months ago

Dear DiePoe,

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.

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2 months ago

Hello,


yes, they forfeitedd my winnings and suddenly withdrawing was no problem...


you can close this thread

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2 months ago

Thanks for the confirmation, DiePoe.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help. 

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