The player from Australia faced difficulties withdrawing money due to Bizzo refusing to verify her account. She had uploaded 12 ID documents and tried to provide the required proof of pay ID, but the casino's requirements regarding document formatting caused delays. The issue was resolved after the player confirmed her cooperation with the verification process, leading to the complaint being marked as resolved in the system. The Complaints Team communicated their gratitude for her cooperation and confirmation.
Bizzo Casino - Player's withdrawal is delayed due to verification issues.
Resolved
Our verdict
Case closed
Amount: A$3,200
Bizzo Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Bizzo are refusing to verify me because I cannot upload proof of my pay id without my email address being blurred out or with all details on the one page. Iv uploaded 12 proof of id documents to them gone to all sorts of lengths to try get this required screenshot I’ve spoke to 5 different agents in their live chat and I’ve also rang my bank twice. Please help me
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2 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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Dear Cleighw92,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process. Please note that casinos require original documents. Any indication of tampering with these documents may raise concerns.
- Could you please advise which documents you have already provided and when exactly did you send the last one?
- Could you please clarify why the email address is blurred? Can you do something that this address is nice and readable?
- Have you provided all the required documents as soon as possible and in the correct format?
- Could you please provide the exact date of your initial verification request?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Katarina
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2 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 Cleighw92,
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,
Katarina
