The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved after the player confirmed that the withdrawal had been successfully processed by the casino. The Complaints Team had facilitated communication and ensured that the necessary verifications were completed, leading to the resolution of the player's concern.
Bizzo Casino - Player believes that their withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €3,750
Bizzo Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Dear CasinoGuru Team,
I hereby file a complaint against Bitso Casino because my payout is being withheld without reason and the casino is making contradictory statements.
The facts:
I'm waiting for my balance to be paid out. My account should be fully verified. I've already provided the casino with all the required documents:
Bank statements
Online banking transfer receipts
Transaction confirmations
Additionally, the casino required a specific document from the bank, stamped and signed. I obtained and submitted this document as well. I subsequently received confirmation that it had been approved.
The problem:
Although the verification seemed to be complete, I suddenly received an email stating that my balance was frozen due to a violation of the "bonus conditions".
This is absolutely impossible, as I have NEVER played with a bonus. I have always declined all bonus offers and played exclusively with my own real money.
Contradictory statements & stalling tactics:
While I am threatened with confiscation via email, support and chat tell me something completely different:
I have already been assured three times by employees that the amount will be paid out.
Even the chatbot continues to confirm that I will receive the prize.
The last confirmation was 5 days ago, but the payment is still "on hold".
The casino is no longer responding to my direct messages and replies. I'm being ignored, while my money is being withheld without reason.
My demand:
I request that you contact Bitso Casino. Since I played without a bonus, there is no legal basis for freezing winnings due to bonus terms. I demand the immediate withdrawal of my balance.
I have screenshots of the chat confirmations as well as proof that I did not have an active bonus, and I would be happy to provide them.
Thank you so much for your help.
Automatic translation:
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5 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
Dear Omerta,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
TranslationDear team,
I was just informed regarding the complaint, and I quote:
Her complaint makes it more difficult to find a solution; we might as well just forget about it altogether!
Automatic translation:
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5 months ago
TranslationDear team,
I was just informed regarding the complaint, and I quote:
Her complaint makes it more difficult to find a solution; we might as well just forget about it altogether!
Automatic translation:
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Omerta,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Attila
