The player from Germany faced issues with withdrawing money from Bizzo Casino after reopening a new account. After depositing €1000 and winning €12,500, the casino closed the account due to suspected duplicate account use, despite the player denying any wrongdoing. Previous complaints and correspondence had not resolved the issue. It was clarified that the initial account closure had been treated as a self-exclusion, which should have prevented the player from creating a new account. Consequently, the winnings were considered void, but deposits made after self-exclusion could be refunded. Due to the player's lack of response to further inquiries, the complaint was closed without resolution at that time.
Bizzo Casino - Player is unable to withdraw winnings due to account closure.
Closed
Our verdict
Player stopped responding
Amount: €12,500
Bizzo Casino
Safety Index:HighCase summary
Discussion
Public
Public
3 weeks ago
Translation
Good day everybody,
During 2024 and 2025, I played at Bizzo Casino several times and made many deposits. I also made withdrawals occasionally, depending on the circumstances. I was always very satisfied with the casino; withdrawals and verification were always straightforward. Unfortunately, I experienced a very bad run of luck in August and September 2025 and decided to close my account. This decision is documented in written email correspondence and confirmed by casino support.
When I tried to log back into the account in February 2026, it still didn't work. Nevertheless, I felt like playing again, so I opened a new account and deposited a total of €1000. That same night, I made a maximum win of €12,500 (screenshot available), but when I tried to withdraw the money, my account was closed due to "suspected duplicate account use," even though I had never played with two accounts there.
Fortunately, I have screenshots and email correspondence, but Bizzo stopped responding at a certain point. They tried to refund my deposited money to settle the matter.
A complaint to the Curaçao licensing authority was also unsuccessful and was never processed.
Automatic translation:
Public
Public
3 weeks 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.
Public
Public
3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please confirm whether your first account was fully verified?
- When you registered a second account, did you use the same personal information as in your first account? Specifically, did you provide the same name, ID number, and date of birth? Were there any differences in your phone number or email address?
- Before creating the second account, did you contact customer support to request that your original account be reopened?
- Have you submitted any identity documents for the verification of your second account? If so, when exactly did you submit them?
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
Public
Public
3 weeks ago
TranslationGood day,
No, there was never a full verification process. Only a confirmation to activate the account.
When I tried to withdraw the money, a verification process was initiated, during which I naturally provided my ID and the same information. Only the email address changed, as I could no longer log in with the other one (account closed).
I did not contact customer service for reactivation because the email correspondence regarding the closure of my first account indicated that the account had been permanently closed.
My ID for verification was submitted in the same session or on the following day (05.02.26/06.02.26), whereupon the account was immediately closed and a payout was refused.
Logically, I used the same data, since I was sure that my old account was closed (which it was).
Automatic translation:
Public
Public
2 weeks ago
Thank you for the clarification and for providing additional details.
Based on the information you shared, it appears that in your initial account closure request from September 2025, you stated that you wanted to close your account because you "don’t have yourself under control." In such cases, this type of request is typically interpreted as a self-exclusion due to gambling-related concerns.
If this is correct, the casino should have taken appropriate measures to prevent you from creating a new account in the future. This is why I asked whether you used the same personal information during registration and whether your first account was verified.
From our point of view, if you registered using your real and unchanged personal details and did not attempt to bypass the self-exclusion in any way, you should not have been able to create a new account, deposit, or play at all.
In such situations, the standard approach is that the player is entitled to a refund of their deposits made after the self-exclusion, but any winnings are usually considered void. I understand this may feel disappointing, especially considering the amount you won; however, this principle applies consistently regardless of whether the player wins or loses.
Please let me know if you would like us to proceed with assisting you in recovering your deposits.
Public
Public
1 week ago
Dear Luciooo,
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.
Public
Public
3 days ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
