The player from Austria had a fully verified account at Bizzo Casino, but his winnings were blocked due to the casino's claim of a second account, which he did not recognize. He requested an explanation for the block and a review of his case to facilitate payout. After a thorough investigation, it was determined that both accounts used the same personal information and bonuses, leading to the conclusion that the casino's actions were justified. Consequently, the complaint was rejected, and the player was informed that the casino's measures aligned with their terms and conditions.
Bizzo Casino - Player’s account has been blocked.
Closed
Our verdict
Unjustified complaint
Amount: €2,000
Bizzo Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Dear Casino Guru Team / Bizzo Support,
My Bizzo Casino account has been fully verified, including all required identification documents and payment information.
However, when I attempted to withdraw my winnings, my account was blocked. The casino claims I have a second account, which I cannot confirm with certainty. I am not aware of any intentional violation of the rules and have only actively used this current account.
I therefore request a detailed explanation of the basis on which my winnings were blocked and withheld, and a review of my case so that a payout can be made.
I have all relevant documents and screenshots of the verification and can provide them upon request.
Thank you for your support.
Best regards
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3 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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3 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bizzo Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Have you accumulated your winnings with the help of a bonus?
- Have you accepted bonuses, such as a welcome casino bonus, from the casino in the past?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Translation
Hello Tomas,
Thank you for your feedback. Here are my answers:
Multiple accounts: I'm not aware of any other accounts in my household or with the same IP address. My old account, if I have one, wasn't used for over a year and has therefore been inactive for a long time. The current account is the only one I've actively played with.
Bonus winnings: I used free spins, but they didn't generate any winnings. All winnings in my account came exclusively from real money bets and were earned legally.
Bonuses in the past: Apart from the free spins, I have not used any other bonuses.
Communication with the casino: I have already had extensive communication with Bizzo Casino and can send you all relevant emails and screenshots.
I would like to make it clear that my funds were acquired legally. The suspension of my account and the delay in payment are unfounded. I expect a timely resolution and payment of my funds, as otherwise I will be forced to take further steps to enforce my rights.
Thank you for your support.
Best regards
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3 months ago
Translation
Hello Tomas,
I filed a complaint about Bizzo Casino about three days ago, but haven't received any feedback yet. Could you please tell me if my case has been registered and when I can expect a response?
Thank you for your time and support.
Best regards
Danijel ***
Edited by a Casino Guru admin
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3 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello there,
Thank you ZERO4020 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Bizzo Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.
Thank you!
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3 months ago
Translation
Hello,
I would like to inform you that I have also submitted my case to the Kahnawake Gaming Commission.
Since this has now been officially investigated, I request that my complaint be closed here.
Thank you for your support so far.
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3 months ago
Translation
Hello,
I have since received feedback from the Kahnawake Gaming Commission.
They confirmed that Bizzo Casino is registered in a different jurisdiction (Curaçao) and therefore they are not competent.
I will now forward my complaint to the relevant supervisory authority in Curaçao.
Please leave my complaint open here until I receive a response from them.
Thank you for your support.
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3 months ago
Hello,
We have reviewed the details of this case carefully. Our investigation confirmed that the player violated our Terms and Conditions by creating and using multiple accounts, which is strictly prohibited on our platform.
All relevant evidence supporting this finding has been provided to Peter via email for review. We remain available to clarify any additional details if needed.
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3 months ago
Translation
Hello Peter,
Thank you for forwarding Bizzo Casino's reply.
I expressly deny having violated the terms of service. I did not intentionally create or use a second account to obtain a bonus or any other advantages. Should an older, inactive account actually exist, I was unaware of it and it was never used concurrently or for gambling.
My current account is fully verified, and all activities, including my deposit and withdrawal amount, were properly carried out using my real money balance – no bonus money.
I therefore demand that Bizzo Casino disclose the alleged evidence they are relying on. A blanket claim without proof is not sufficient grounds to withhold a payout.
I ask you, Peter, to review these documents and objectively examine whether there has actually been a violation or whether the casino is merely trying to circumvent the payout.
Thank you very much for your support and commitment to a fair resolution of this case.
Best regards
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3 months ago
Thank you for providing me with the information Bizzo Casino Casino representative.
We acknowledge that the player in question has technically violated your terms and conditions by opening multiple accounts. However, according to the records, the original account was created 3 years ago.
At Casino Guru, we believe that each case should be judged separately, with careful consideration of intent and circumstances. In this instance, there is no clear indication that the player deliberately sought to abuse your platform or gain an unfair advantage. It appears more likely that the player had simply forgotten about their previous account rather than attempting to deceive your establishment.
With this in mind, we kindly request that you consider making an exception in this case and reinstate the player's winnings. We believe this would be a fair and reasonable resolution, reflecting the spirit of goodwill and customer trust.
Thank you for your reconsideration.
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3 months ago
Translation
Thank you very much for your support in my case. I greatly appreciate your efforts and am now awaiting the final decision. I am available at any time should you require further information.
Best regards
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2 months ago
Hello!
We’re sorry that the player has found himself in this situation, and we understand that it may be disappointing. However, we must emphasize that our rules apply equally to every customer. We cannot make exceptions for individual cases, as this would create precedents and compromise fairness for all players.
Our platform is built on consistency and equal treatment — every user is subject to the same Terms & Conditions, which are accepted during registration. We always encourage players to read these rules carefully to avoid misunderstandings.
We have provided all the relevant evidence, and the case has been reviewed in accordance with our policies. If any further clarification is needed, we remain available to assist.
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2 months ago
Thank you for the clarification Bizzo Casino representative.
I would like to emphasise that the only precedent this would establish is a commitment to assessing each case individually to determine whether an unfair advantage was gained. For example, if a player accumulated winnings derived from a bonus that they were entitled to claim only once, we would consider that an unfair advantage, as the player would not normally have access to that bonus a second time. However, if the winnings were generated from a clean deposit, then the creation of a duplicate account would not have influenced the player’s chances of winning.
We recognise that duplicate-account restrictions are industry standard; however, we do not believe that funds should be confiscated solely because the rules permit it. Instead, we believe each situation should be examined on its own merits to determine whether the violation had any meaningful impact on gameplay.
We hope that a fair compromise can be reached in this matter. Thank you in advance for your reconsideration.
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2 months ago
Hello Peter,
Thank you for reaching out. We carefully review every case and take all individual circumstances into account. Regarding this matter, we’ve sent you some additional information in a private message on the platform.
If you need any further clarification, please let us know.
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2 months ago
Translation
Hello Casino Guru Team,
The deadline for processing my case has now expired, and I have not yet received any feedback.
Could you please tell me the current status?
Thank you for your quick response.
Best regards
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2 months ago
Thank you for providing me with the information Bizzo Casino representative.
Dear ZERO4020, the casino has provided me with evidence showing that both accounts that used the same personal information and were only different in the email used the same bonuses. This created a situation where it is impossible to determine if the funds used were only from a real deposit, as some leftover funds from bonuses could've created an edge for you to be able to acquire the winnings. As such, the steps the casino has taken are justified in this case, and we are forced to reject your complaint.
Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Kind regards,
Peter
