A male player's withdrawal was canceled due to breaching the max bet term. The casino did not respond. The player stated he had won €1300 from free spins and subsequent gameplay, but the winnings were canceled without proof of violating the max bet rule. Despite multiple requests, the player could not forward the necessary evidence from the casino. The complaint was closed as unresolved due to insufficient evidence.
Bizzo Casino - The player's withdrawal has been canceled.
Amount: €1,300
Bizzo Casino
Safety Index:Above averageSafety Index
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7.3
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Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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3 years ago
Translation
Hi there,
The casino has canceled my payout (real money balance) with the assertion that I should have bet 5 euros with a stake, I only bought free spins for 60 cents to 1 euro, for example. At Golden West or Dog Home Megaways, I was able to do so and the game was not abandoned. So the stake was 60 to 1 euro and not more than 5 euros as the casino claims. 
Please to enlightenment.
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3 years ago
Hello Tuscani090283,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Before we would try to contact the casino, allow me to ask you a few more question to clarify your case as much as possible.
Could you please advice what bonus did you use exactly? Was it a free spin given by the casino or activated by yourself? Did you check your account for "wagering" before you would try to make the withdrawal? Is there any conversation between you and the casino regardging this case? If yes, please forward it to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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3 years ago
Translation
Hi there,
Through level 2 I got free spins, through which I won about 30 euros, then I played Dog House Megaways and West Gold and yet with about. 40 cents to 1 Euro always bought free spins and won about 1300 Euro, bonus operations were implemented, i.e. 1300 Euro real money credit. My account had gone through verification. I made a payout but this email came a few hours later. No, I did not have a conversation with the casino afterwards . In some other casinos you cannot buy the free spins with bonus, the game is stopped, here it was possible, so please clarify. The 1300 euros have been canceled. 
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3 years ago
Dear Tuscani090283,
Sorry for the late respond, due to capacity problems. Thank you very much for additional information. I'll now forward your case to my collegue Villiam, who will be assisting you from now on. Wish you best luck
Regards,
Nick
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3 years ago
Hello Tuscani090283,
I looked at your complaint and will do my best to help you. I would like to invite Bizzo Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?
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3 years ago
We would like to ask the Bizzo Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
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6 months ago
We’ve reopened this complaint at the request of Bizzo Casino. We received the following message:
Hello,
We have clarified the information on this situation. According to our terms and conditions, when there is an active bonus, the bet size should not exceed 5 euros or equivalent in other currencies. The debit was made following this rule.
Dear Tuscani090283, I have asked to casino to provide me with evidence of the violation of the max bet size during your bonus wagering but unfortunately, the casino is not able to provide me with the information anymore. They have mentioned you have requested this information yourself, would it be possible to forward it to my email? (peter.c@casino.guru) Thank you in advance!
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6 months ago
Translation
Hello,
I am glad that the casino has reopened this case.
Since this casino has had so many complaints that have not been resolved and its reputation has been in the doldrums, I can certainly understand that the casino wants to make amends.
The 1300 euros that I won without placing a maximum bet of 5 euros is a fact.
These 1300 euros were simply deleted from my account even though it was real money winnings after I was able to wager the bonus.
Since I was very disappointed and the casino did not contact me, I had my account blocked there.
The casino must be able to provide all evidence.
I no longer have an open account with this casino and no further emails.
If the casino wants to make amends for this complaint and thus improve its reputation a little, I would ask for a compromise.
If the casino pays out 800 euros of my 1300 euros that were deleted, we can close this complaint as successfully resolved.
I am available to help at any time.
Tuscany090283
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6 months ago
Hello!
Dear Tuscani090283, we are pleased to inform you that you can always contact our support team by email and we will be happy to provide you with all the necessary help and information. Your comfort and satisfaction with the gameplay are important to us, and we are ready to answer all your questions and solve all arising issues.
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6 months ago
Translation
Hello Guru Team,
Unfortunately, the casino continues to insist on not paying out without providing proof, and the casino has not responded to my suggestion either.
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6 months ago
Dear Tuscani090283, the casino has offered to provide the information if it was requested by you through their customer support. I would appreciate it if you could request your betting history during that time and forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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6 months ago
Dear Tuscani090283, I believe you will need to request the information directly through the casino customer support email. You can either as the casino to include me in the response there or I would appreciate if you can forward that information to my email directly. (peter.c@casino.guru) Thank you in advance for your cooperation!
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5 months ago
Dear Tuscani090283,
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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5 months ago
Translation
Hello, I asked Casino but got no answer
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5 months ago
Dear Tuscani090283,
We are pleased to inform you that your betting history was sent to you as early as yesterday. If you have any questions or need further assistance, please do not hesitate to contact our support team. We are always ready to help you and provide you with the best gaming experience possible.
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5 months ago
Translation
During the time that I played through the bonus, the casino had an extremely negative rating and received many complaints that the casino ignored. I have not received anything so far.
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5 months ago
Dear Tuscani090283,
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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5 months ago
Translation
Hello,
The casino sent me a cheap file that was easy to manipulate, meaning you could make changes as you wish. I 100% did not violate the bonus terms and conditions!!!
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5 months ago
Dear Tuscani090283, please share the provided document for review to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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5 months ago
Translation
Hello,
I ask the casino to peter.c@casino.guru
because I have problems with my email address / input data.
Thanks
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5 months ago
Dear Tuscani090283, as mentioned before the casino cannot provide me with any information directly due to Privacy Policies both of our companies have to follow. As I have requested you to provide this information several times without results I am forced to reject your complaint due to insufficient evidence. If you choose to provide me with the evidence your complaint can be reopened at any time. Forward any supporting evidence to my email. (peter.c@casino.guru)
Thank you for your understanding!
Kind regards,
Peter
