The player from Germany won €2000 at Bizzo but faces difficulties withdrawing his winnings due to issues with verifying his credit card. The casino insists that his name must be visible on both sides of the card, which is not possible with his virtual card, leading to refusal of payout.
Bizzo Casino - Player's withdrawal is delayed due to verification issues.
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Current status
Waiting for Casino Guru to reply
6d 23h 14m 25s
Bizzo Casino
Safety Index 7.3 Above averageCase summary
Discussion
Public
Public
14 hours ago
Translation
Hello,
I regret to inform you that I must file the following complaint because I have reached an impasse.
I played at Bizzo and won €2000.
My address and identity card would be accepted.
My credit card is not accepted, even though I sent three letters proving my official Trade Republic account.
The provider insists that the name must be visible on both the front and back, which is not possible with the virtual card.
Accordingly, the casino refuses to pay out.
I need your help.
Automatic translation:
Public
Public
53 minutes 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
53 minutes 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 your player's account accessible to you? Can you log in?
- Did you achieve your current balance with the help of a bonus?
- Do I understand correctly that you sent the casino a video showing your personal information associated with the bank account and the card that was used to deposit?
- Is the bank account exclusively in your name?
- Could you please share with me your communication with the casino regarding the issue with the verification requirements and your attempts to explain that the card is virtual? Send emails or chat transcripts to my email at tomas@casino.guru, 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
