The player from Portugal faced difficulties withdrawing his winnings from Bizzo casino, as the casino had been rejecting her withdrawal requests for the last three days. Despite providing various documents and communicating with the department, he was still waiting for his requested payout to be approved. The issue was resolved after the player successfully completed the verification process, allowing him to withdraw 8,000€. The Complaints Team confirmed the case as resolved and appreciated the player's cooperation.
Bizzo Casino - Player's withdrawals are delayed and rejected.
Amount: €19,000
Bizzo Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 weeks ago
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1 month ago
Translation
Good afternoon, I made some withdrawals on the Bizzo casino site, I won some money, and as soon as I went to make the withdrawals, they asked for various documents and have been rejecting my withdrawals for the last 3 days.
I spoke with the department, and they asked me how I have more money than I deposited. They told me to wait for approval from the department, which takes 1 day, and then they reject it.
I won the money on one of the site's slots, and they are not making it easy for me to fulfill my withdrawal requests. I just want to receive the money I won.
I would like this to be resolved.
Automatic translation:
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4 weeks ago
Dear AndreDuarte10,
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.
- Could you please list which documents you have already provided and when exactly did you send the last one?
- Have you been provided reasons for why your withdrawal requests have been rejected?
- Could you please specify how much is your withdrawable balance currently?
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@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 in advance for your reply.
Best regards,
Tomas
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4 weeks ago
Translation
Good afternoon, the documents I sent were: front and back of my ID card, a photo of my face next to my ID card, a pay slip from my job, I sent a bank statement, I sent a photo of my withdrawal requests, a photo of where I won the money at bizzo casino and they still haven't approved my withdrawal requests. I've been waiting for approval for a few days and they're still pending.
My outstanding balance is: 19000€
Edited
Automatic translation:
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3 weeks ago
If your withdrawal requests keep getting rejected, could you please share your communication between you and the casino when you attempted to resolve the issue? You can share the screenshots here or send the information to my email at tomas@casino.guru
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3 weeks ago
Translation
I sent the conversations I had with the casino and the documents I sent for resolution. My withdrawal requests have been pending since August 30. They asked me for the last 6 bank statements 2 days ago and were supposed to tell me something, but so far they haven't told me anything. They told me to wait for a response from the casino department.
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3 weeks ago
Thanks for the email.
From the conversation, it seems the casino wishes for you to provide proof of income. Since you deposited more than your income, proof of your winning from other online casinos was requested. Have you provided this proof to casino support in addition to your 6 months' worth of bank statements?
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3 weeks ago
Translation
Good afternoon
But what does the casino have to do with my personal life or where I get my money from?
I want this bizzo casino to pay me my withdrawals or I will file a complaint if this continues.
I have already sent the 6 bank statements.
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3 weeks ago
Translation
In any case, I have already sent proof of a win through betclic.
I'm waiting for a response from the site
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3 weeks ago
Translation
Finally after a few days I managed to get my account verified and I was able to withdraw my money, 8000€ already, everything is being approved.
I ask casino guru to accept my case as resolved.
Thank you for your help
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2 weeks ago
Dear AndreDuarte10,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're 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.
Best regards,
Tomas
Casino.Guru
