The player from Greece had struggled to withdraw her winnings from Bizzo Casino because her bank had rejected the payment. The casino had insisted that they had sent the funds, but the player's bank had claimed that they had rejected the transaction due to Bizzo Casino not being licensed in Greece. The player had provided the ARN (Acquirer Reference Number) to the casino for verification. However, the casino had requested an official document from the bank, which the bank had refused to provide. The casino had then asked for the player's bank statements, which the player claimed to have sent multiple times. The casino had provided proof of payment to the Complaints Team, but the player could not provide any official document from her bank. The complaint had initially been closed as unresolved due to the conflicting claims. However, it had later been reopened at the request of Bizzo Casino, who had confirmed that they had refunded the player in December 2022. The player had also confirmed receiving the refund, leading to the complaint being marked as 'resolved'.
Bizzo Casino - The player struggle to withdraw his balance.
Amount: €479
Bizzo Casino
Safety Index:Above averageCase closed
RESOLVED
Case summary
GOOD EVENING, I HAD REQUESTED A WITHDRAWAL AT THE SPECIFIC CASINO. The amount of 479.64 were sent to me to my bank through the remittance, the bank called me and told me that it does not accept the remittance because this site has no licensing in Greece the basis of the ESA when I sent them a message that the bank did not accept it. AND HOW MUCH WILL HE REFUND THEM SO I WANT IT TO BE SENT TO ME IN A DIFFERENT WAY THROUGH MY SKRILL ACCOUNT. THEY ASKED ME FOR MY ACCOUNT TRANSACTIONS, I SENT THEM FOR ALMOST TWO DAYS ABOUT SENDING THEM TO CHECK OUT, AFTER THIS THEY ASKED ME FROM THE EMAIL TOLD ME THAT THE MONEY DIE WAS NOT ACCEPTED, THE BANK TOLD ME OVER THE PHONE THEY DO NOT SEND EMAILS BECAUSE THERE WAS NO TRANSACTION AND THEY ARE NOT EVEN ALLOWED. SO I HAVE BEEN STRUGGLING FOR 21 DAYS TO GET AN END WITH THE BIZZO CASINO COMPANY THEY SAY THEY ARE STILL LOOKING INTO MY MATTER, THEY HAVEN'T TOLD ME IF THEY HAVE GOT THEIR MONEY BACK WHICH IS REASONABLE IN SUCH A LONG TIME I HAVE BEEN REPLACED AGAIN. I'VE BEEN DOING EVERYTHING I CAN FOR A LONG TIME, I'VE SENT ALL MY DETAILS EVEN MY SKRILL ACCOUNT. THEY ARE SLOW TO ANSWER ME AND WHEN THEY ANSWERED ME THEY TELL ME THAT MY REQUEST HAS NOT BEEN RESOLVED YET, AND I'M STRUGGLING TO RECEIVE MY MONEY IN A SIMPLE WAY BY THEY SENDING THEM TO MY SKRILL ACCOUNT. UNBELIEVABLE SO MANY DAYS AND THE AMOUNT I THINK IS NO LITTLE THING. THANK YOU DO SOMETHING.
Hello IWANNAMAN,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if you did try to request a document from your bank which would prove that the payment was rejected? Did you try to send a proof of received payments from your bank to the casino to show the missing payment? When was the last time you speak to the casino and what was their respond?
Looking forward to your answer.
Regards,
Nick
Good evening, I called my bank to ask for some proof, a proof that they did not accept the transfer, they told me that they are not allowed and that since they rejected my transfer, no transaction has taken place. They told me that I can send them the details my transactions as I did. From then on I cannot send any other information, since my bank also told me that it does not have the right to send me an EMAIL. It should be noted that my bank told me that the remittance was not accepted due to the fact that the company bizzo casino is not licensed in Greece, in my country. Yes, I spoke to Bizzo casino today, they told me that they are still processing my request after 23 days and they have no answer. do something
Hello IWANNAMAN,
Can you clarify when was the payment rejected by your bank - the exact date? If the money was sent out by the casino and rejected by your bank, it may take a while before it would get to the casino again in order to request a new withdrawal.
Good evening, the transfer was rejected by my bank on the 25th of August, I think 26 days have passed since the day the bank rejected the transfer, it is not possible that the amount has not been returned to them and there is no progress...
A LITTLE AGO I RECEIVED AN EMAIL FROM THEM WHICH SAYS THIS: Dear player,
Thank you for contacting our complaints team!
We have received a response after an investigation from the responsible team and they stated that the funds were sent to your account as it is shown in the proof of payment. We can completely relate to your disappointment in this matter.
If you want to escalate an issue further we kindly ask you to provide an official response from your bank about this transaction. From our side, we have exhausted all sources to escalate the issue. Additional escalation requires an official response from your bank about the specific transaction. Please contact us again with an official response from your bank in order to initiate an investigation again.
MY BANK DOESN'T SEND ME AN EMAIL WITH THE TRANSACTION BECAUSE IT HAS NOT HAPPENED, IT JUST REJECTED THE TRANSFER. I CAN'T DO ANYTHING ELSE. IS IT POSSIBLE THEY CAN'T SEE IF THE MONEY HAS BEEN REFUNDED? TO LOSE THE AMOUNT THAT I HAD EARNED FAIRLY.
ALSO THEY SENT ME AN EMAIL THE DAY SAYING THAT THERE IS NOTHING THEY CAN DO .THAT THE BANK HAS TO GIVE ME A REFUSED DOCUMENT. I SPOKE WITH THE BANK AND IT CAN'T. THEY SAID MY MONEY HAS DEFINITELY BEEN RETURNED FROM THE VERY FIRST DAYS IN BIZZO CASINO AND HOW CAN THEY SEE IT .AND WITH THE SWIFT CODE .I DO NOT UNDERSTAND WHAT IS GOING ON .I TELL THE COMPANY AND THEY INSIST ON THIS DOCUMENT BECAUSE THE BANK DOESN'T TO GET IT BECAUSE NO ONE IS GIVING IT TO ME. WHAT SHOULD I SAY HELP ME.
I would like to ask Bizzo Casino to join us and help us resolve the player's issue.
GOOD EVENING, TODAY I SPOKE TO MY BANK THE ONLY THING THEY COULD GIVE ME IS THE ARN (ACQUIRER REFERENCE NUMBER), WHICH I SENT TO BIZZO CASINO. NUMBER THEY CAN SEE THAT THE MONEY HAS BEEN REFUNDED SO OTHERWISE THEY COULD SURELY BUT NOW THEY HAVE NO EXCUSE. SO LET THEM DO SOMETHING AND START THE REFUND PROCESS. THANK YOU.
Hello all,
Indeed, there is an ongoing investigation regarding the payment sent to the player.
Since the player cannot provide evidence that the payment was rejected, we cannot make other refunds without receiving the declined transaction first.
So far, we are awaiting the funds from the declined transaction from the player's bank, or we need payment cancellation proof.
We are constantly contacting the payment provider about the payment status and if we have received it back, but all we get is that payment was successfully sent to the player, and no refunds were received.
Thank you.
THE BANK DOESN'T GIVE ME PROOF BECAUSE NO TRANSACTION HAS BEEN DONE, SINCE THE MONEY DID NOT ENTER, BECAUSE MY BANK DID NOT ACCEPT THEM, THERE WAS NO TRANSACTION DONE, IT WAS JUST REJECTED. SEND TO BIZZO CASINO THE ONLY THING THE BANK HAS GIVEN ME NUMBER WITH THIS THEY CAN SEE THAT THE MONEY HAS BEEN RETURNED. ALSO ONE MONTH NOW THEY CAN SEE IT FROM THEIR SIDE THROUGH A SWIFT CODE. ARE THEY KILLING ME? ALSO I HAVE SENT YOU AND I CAN SEND YOU FOR THE LAST TIME THE TRANSACTIONS OF MY ACCOUNT THE MONEY HAS NOT ENTERED BECAUSE THE TRANSFER HAS BEEN REJECTED. YOU CAN SEE WITH THE ARN NUMBER.
Hello IWANNAMAN,
In case your bank rejected the transaction, there should be at least some kind of evidence of that. The bank can't just send bank money without any trace of that.
Please try to contact them again and find the payment based on the transaction ID.
I explain to you that the bank does not give me a proof of transaction, because no transaction has taken place, it has never accepted the money to enter my account, bizzo casino should also see it after a month and a half of suffering, with the code ARN NUMBER that I have sent you should be able to see the money. This whole thing is not possible. I have gambled this money for so long to win it, it is not possible for the company not to be able to see that the money has been returned to you, please. do something, I won't lose so much money. let him see with the number what I have sent, the bank is not giving me anything, I tell you how many more times do I have to say it?
Hello IWANNAMAN,
I see what you say but it is simply not possible that the bank do not provide such a document. If they called you regarding this transaction, they must have evidence of it for sure. Please understand that we can't move forward without any evidence.
I have tried, I have asked them to give me and they don't give me anything, I can't tell you anything else, the only thing I could give is my transfers and the ARN number. From there on, what can I say? Can't bizzo casino see if the money has been refunded?
Hello IWANNAMAN,
It is basically impossible to prove if they received it back or not without receiving a proof of it from them.
Dear Bizzo Casino,
Is there any update on your side? Did the money came back from that transaction?
Yes, I understand that, but even I, as a person, cannot do anything if my bank does not have the right to give me a receipt, because no exchange took place, the money never entered, they simply rejected the transfer, they did not accept it, the only thing they gave me the ARN number as I sent it to you .these from me .if they can somehow see if they have been returned to them well, otherwise what can I say I lost them .
Hello,
Please provide us with the bank statement from Aug 23 till today so we can forward it to our payments team.
Thank you.
I have sent it to you many times and the day before yesterday I sent it to you, you can enter to see, for the months of August, September and October, I will send it to you again, as you can also see with the arn number that I have sent you. Thank you.
Hello again,
In your previous emails, no files were attached. Please send it again.
Should I send them to you by email or here?
Please attach it in reply to our recent email wit the subject:
Account information
Thank you
Fine, I'm sending them to you. Look at them and answer me.
I will now set the timer back on Bizzo Casino until they can provide any feedback from their payment department.
Please let us know as soon as there will be any update.
Good morning, as you saw, they told me to give them my account statements, I have sent them and again they tell me that they want the paper from the bank, the bank, as I told you, does not give me any paper. What will happen to the money in the end my so many months? Since they have my account transactions they also have the arn number why aren't they looking for it?
I've been fighting for how long, I'm also fighting with the bank to find a solution, one doesn't answer me, the other doesn't answer me, so let's do something. It's impossible that the money hasn't been returned to Bizzo casino.
Hello,
There were no attachments in your recent emails, we are still waiting for the bank statement. Can you please clarify where you sent it?
Thank you.
Are you kidding me please? I have been fighting with you for so long. I will take legal action if nothing is done. Please tell me where I should send them? I sent them to our last email about the money complaint you have already replied
Dear player,
Can you please forward the exact same e-mail you sent to the casino to nikolas.b@casino.guru? Can you please clarify in the complaint as well where did you forward it and under what subject?
Yes, of course I will send you all my emails and movements and my conversations with bizzo casino. There is no other way around this matter. What is meant by the complaint?
I mean to write here in your post to which e-mail did you forward the bank statement which would show that the payment was reversed as the casino claims that they did not receive anything.
As I have told you a thousand times, my bank has not given me a paper that says about the transaction. The transfer was rejected so the transaction did not take place. Nothing entered my account because bizzo casino does not have a license in Greece. I have told you that. again and again .the bank can't give me this paper .but the company bizzo casino can see if the remittance has been returned to them with the swift code also I have sent the arn number and again we have not found a solution with this matter .sorry but I'm too tired. i played money and i won it can't they take my money to play but not send me the money i won for so long.for a card while they can see what happens with the deposit.i don't understand this for so long
Dear Bizzo Casino,
Can you please provide a payment statement which would show that you have really sent the money to the player's bank and a statement showing that no money has returned from her bank?
If yes, please forward it to nikolas.b@casino.guru.
It is not possible for a whole company not to be able to see if the money has been returned to their bank .this is unthinkable for so many months , almost three months .this issue is happening .I want my money back .
We would like to ask the 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’ which may negatively affect its rating.
Hello Nick,
Proof of the payment was forwarded to your email.
However. we will not share the full bank statement of the company as it is corporate sensitive data and cannot be shared with the third party.
We are unable to assist with this case unless we receive valid proof that the transaction in question were returned.
Thank you.
Hello IWANNAMAN,
We have received a proof of payment from the casino. Can you please also forward us the same bank statements you provided to the casino which would prove that no money came from them? Please send it to nikolas.b@casino.guru.
Please help me out I can't not get this money back I have to get it I've earned it
Hello IWANNAMAN and Bizzo Casino. As we have received proof from both parties supporting their own claim, we will have no other choice but to close the complaint as an uncertain case. All I can recommend is to contact the licensing authorities or the payment provider directly. Both parties can send us a proof once the complaint would be resolved.
We’ve reopened this complaint at the request of Bizzo Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Dear IWANNAMAN,
The casino has contacted us that they have refunded you back in December 2022, can you please confirm this information?
Dear IWANNAMAN,
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.
Dear IWANNAMAN,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
