Bizzo Casino - Player struggles with withdrawal and bonus issue.

They are terrible at giving information on the livechat, they hide information to make us lose money (in my case the bonus), when I asked for the withdrawal they took away the rest of the bonus I had and I can't make the withdrawal because it's always rejected.

Dear AntonioRamos,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bizzo Casino.

Could you please specify which bonus exactly have you activated? Please write here its name or send me the link. Kindly bear in mind that when you play with a bonus, the bonus rules apply. You have to fulfill all the necessary requirements to be eligible for a withdrawal.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear AntonioRamos,

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.

Goodnight,

When I made the 1st deposit of €100 I was given a bonus of equal value, so far so good, I played for a week, I happened to win and every time I played nothing was taken away from the bonus value but always from the "real" value, and finally the bonus they gave me was taken away from me, but anyway, if they say that the conditions are those, that's fine, it was my fault that I didn't read them trusting the casino and the questions I asked in the chat about it and they hid me about the bonus disappearing at the end of a week.

But then I had to resign myself because it was my fault, I didn't read the "terms and conditions", only that while I was talking in the chat they removed about €30 more from the bonus as it was €130 and they even had the nerve to say that I had spent them in the last game, when by chance the only game and the last one that I played even won as you can confirm in the game history. All this just because after taking the 100€ I decided to withdraw the other 100€ that I had in real value.

I have already asked for it 3 times and every time it is refused, something is wrong, I have already sent all the requested documentation by mail and in the chat and they continue to refuse because something is always wrong.

As ironic as it seems now they say that the copy of the Citizen Card I sent cannot be in pdf and therefore they do not return the money that belongs to me, is it weird because the other documents accepted in pdf and the CC does not accept? it's just excuses of bad pay.

Compliments

Antonio Ramos

According to the Bonus Terms and Conditions:

1i. When using an activated bonus, the real money from the player's account is wagered first and only then the bonus money.

2d. Any bonus can be cancelled before meeting the wagering requirements. Otherwise, by cancelling the bonus the player accepts that all the winnings gained while playing with this bonus, if any, and the bonus amount are deducted from the player's bonus balance. Please contact Bizzo casino customer support to learn more about cancelling a bonus.

Concerning your identity documents, please understand that verification 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. Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Good afternoon,

Thank you V/ attention to the exposed in my mail. Regarding the documentation 1st I sent the documents in Pdf because I didn't know that I couldn't, however I already sent the C.Cidadão in the required format as well as a bank document with the respective Iban, but a new problem arose, the bank at my address instead of having the postal code of my parish (parish union) has the old postal code because it used to belong to Alverca do Ribatejo and now I belong to another but only the postal code is wrong the address is correct.

I don't know what else to send anymore, because there's always something wrong, there's always an excuse for not returning my money.

Send C. Citizen, proof of address, bank document but there is always something missing or wrong and I no longer know what is needed for this to be resolved once and for all.

Best regards,

Antonio Ramos

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.

Dear AntonioRamos,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.