Bizzo Casino - Spelaren kämpar för att dra tillbaka sitt saldo.

Buenas tardes

It really is a drag all the time it takes to verify the account and release the payment, I have been trying for days and they are constantly asking me for information that is already presented. I don't know what else to upload, now the problem is due to the joint bank account and I have uploaded to a sheet of the contract that we have with my wife. Many obstacles and problems, with papers that are all within a legal framework.

Buenas tardes

Realmente es un rollo todo el tiempo que lleva verificar la cuenta y que liberen el pago, llevo días intentando y me están pidiendo información constantemente que está ya presentada. Ya no sé que más subir, ahora el problema es por la cuenta bancaria conjunta y he subido hasta una hoja del contrato que tenemos con mi esposa. Muchas trabas y problemas, con papeles que están todos en un marco legal.

Hello fersesto4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

It's been 5 days, the problem is that they don't clarify deadlines and they're not clear about what's requested. If I make a deposit with debit I must withdraw by IBAN, from the sector they ask me for the card number (I do not understand the reason, since it does not correspond). As I have a shared account with my wife, I present a certificate of ownership and they reject it senselessly since it is a document provided by the bank. The attitude of the casino is really unfortunate, slow and inoperative.

LLevo 5 días, el problema es que no aclaran plazos y tampoco son claros con lo solicitado. Si yo hago un depósito con débito debo retirar por IBAN, desde el sector me piden el número de tarjeta (no entiendo motivo, ya que no corresponde). Al tener cuenta compartida con mi esposa, presente un certificado de titularidad y me lo rechazan sin sentido ya que es un documento proporcionado por el banco. Es realmente lamentable, lento e inoperante la actitud del casino.

They closed my account indicating that I made deposits from a third-party account when it is AN ACCOUNT WITH MY WIFE! Incredible.

They took 2400 euros from me.

Me cerraron la cuenta indicando que hice depósitos de cuenta de terceros cuando es UNA CUENTA CON MI ESPOSA! Increíble.

Me quitaron 2400 euros.

Update:

They asked me for the bank account details of the "third party" and I proceeded to pass them the details where the name of my wife and I appear as the owner and the IBAN number. They told me that it was OK and that they would refund me with a discount of €12.50!

Therefore, the casino approved the return of the balance due to account closure and not the withdrawal. Confirming, in this way, that they did not want to pay me what they earned.

Actualizo:

Me pidieron los datos de la cuenta bancaria del "tercero" y procedí a pasarle los datos donde aparecen el nombre de mi esposa y míos como titular y el número de IBAN. Me dijeron que estaba OK y que me harían la devolución con una quita de 12,50€ !!

Por ende el casino me aprobó la devolución del saldo por cierre de cuenta y no la retirada. Confirmando, de esta manera, que no quisieron pagarme lo ganado.

Hello fersesto4,

Do I understand it correctly that the casino voided the balance only due the shared account?

Can you please forward a confirmation that you are the owner of that account as well to nikolas.b@casino.guru?

Correct, they closed my account for that reason and then they sent me "the balance" to that same account when they asked me for the "holder".

I already sent you the email.

Correcto, me cerraron la cuenta por esa razón y luego me enviaron "el saldo" a esa misma cuenta cuando me pidieron la del "titular".

Ya te envíe el email.

Some answer?

Alguna respuesta?

Thank you fersesto4 for the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Ok

Dear fersesto4,

I am so sorry to hear your winnings were confiscated. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Bizzo Casino representative to join this conversation and participate in resolving this complaint.

Dear Bizzo Casino,

Could you please state why the player's winnings were confiscated? Having a joint account with the wife is acceptable, and from our point of view, the player should be paid in full.

Thank you in advance for providing the information.

Kind regards,

Stefan

Buenas tardes

In case they do not answer, let it be as much as possible since they did not give me an answer to my email either. What can be done? The truth is that the reviews against the place are many and bad.

Buenas tardes

En caso de que no contesten, que sea lo más posible ya que tampoco me dieron respuesta a mi vía email. Que se puede hacer? La verdad las reseñas contra el lugar son muchas y malas.

Dear fersesto4,

Let's give the casino a reasonable time to respond to the complaint. To answer your question, if the casino doesn't respond to the complaint, it is still possible to submit a complaint to the Curacao Gaming Authority.

Kind regards,

Stefan

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

😓😓😓😓

Lost money 👋

Dinero perdido 👋

Dear fersesto4,

I am so sorry to hear you have lost your winnings. I can only recommend you be more patient in the future, as the withdrawal process might take longer time.

I am afraid the complaint will have to be rejected as there is nothing left to resolve.

Thank you for your understanding.

Kind regards,

Stefan

Perfect, thanks for the management.

How else can I go against the casino?

Perfecto, gracias por la gestión.

¿De qué otra manera puedo ir contra el casino?

Dear fersesto4,

Could you please confirm if you lost the funds in a casino while you were waiting for the withdrawal? If you did, I am afraid there is nothing that can be done to get your money back. Thank you for your understanding.

Kind regards,

Stefan

I requested the withdrawal and they did not allow me to withdraw because they said that I had a third-party bank account when in reality it was a shared account with my wife, that is why they also closed my account.

Solicite el retiro y no me permitían el mismo porque decían que tenía una cuenta bancaria de terceros cuando en realidad era cuenta compartida con mi esposa, por eso también me cerraron la cuenta.

Dear fersesto4,

Could you please respond to my question if you have lost your funds? Or do you still have funds in your casino account?

Thank you very much in advance.

Kind regards,

Stefan

As the account is frozen, I cannot enter, I understand that I have lost all the funds.

Al tener la cuenta congelada no puedo ingresar, entiendo que perdí todos los fondos.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.