The player from Germany faced difficulties withdrawing winnings of over €4,400 earned from a €25 bonus at Bizzo Casino, after being accused of violating bonus terms by allegedly betting over €5. Despite providing identity verification documents and maintaining loyalty as a customer, he believed the casino was attempting to withhold his winnings unjustly. The Complaints Team extended the inquiry period but ultimately closed the complaint due to the player's lack of response to requests for further information regarding the bonus terms. The player retained the option to reopen the complaint in the future if he chose to resume communication.
Bizzo Casino - Player's winnings are delayed due to a maximum bet breach.
Closed
Our verdict
Player stopped responding
Amount: €4,400
Bizzo Casino
Safety Index:HighCase summary
Discussion
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11 months ago
Translation
I received a €25 bonus at Bizzo Casino through my VIP advisor, which I confirmed via email. I've earned over €4,400 from this bonus.
I was then asked to verify my identity – ID, address, bank details, credit card – and submitted everything correctly and completely. After days of waiting and countless emails with support and the VIP advisor, I was suddenly informed that I had violated the bonus terms and conditions because I had allegedly played with stakes over €5.
That's not true. I only bought free spins, and the highest bet was €1.40 per spin – well below the limit. They're clearly trying to prevent withdrawals.
I regularly deposited between €200 and €300 a month, was a loyal customer, and now, when I've had my luck, they're withholding my winnings. To me, this is pure rip-off.
Automatic translation:
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11 months ago
Dear Mudii994,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:
1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/20 PLN). (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Bizzo Casino reserves the right to confiscate the winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.
The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.
Stay cautious, and if you have any doubts, please reach out to us directly.
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11 months ago
TranslationThere are currently a lot of discrepancies. This isn't a regular bonus that I received as part of a deposit—if you know what I mean. I received this bonus directly from a VIP advisor and had to confirm it via email beforehand. I then activated it on the website. This is probably why the terms and conditions here are different than for regular deposit bonuses.
I had previously complained to your customer service, stating that I hadn't made any winnings for a very long time despite making continuous deposits. Shortly after receiving this special bonus—which, as I said, I had to confirm separately—I was able to record my first profit again. However, it was precisely at that moment that the current problems began, which I find extremely contradictory and incomprehensible.
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11 months ago
Could you please forward me the email with the bonus offer, so we can check whether any specific rules regarding the maximum allowed bet are mentioned?
If there’s no mention of a maximum bet in the bonus offer, the general bonus terms and conditions will apply.
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11 months ago
Dear Mudii994,
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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10 months 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
