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Hello good evening!!

Yesterday I made a deposit by immediate bank transfer of €200 in favor of Bizzo Casino. The issue is that more than 24 hours have passed and the balance in the Bizzo Casino gaming account does not appear, if it appears in the transaction history and appears as "pending".

In my bank it has been charged. I contact customer service countless times, at first they tell me to wait 2 hours for it to appear, but nothing, then they tell me that they are passing my case to another "investigation I think" department and that I will receive an email shortly which hasn't arrived yet either. I have sent proof of payment and captures of my account where the operation comes out.

Hola buenas noches!!

Ayer hice un depósito mediante transferencia bancaria inmediata de 200€ a favor de Bizzo Casino. El tema es que ya han pasado más de 24h y no aparece el saldo en la cuenta de juego de Bizzo Casino, si sale en historial de transacciones y aparece como "pendiente".

En mi banco si que se ha cobrado. Me pongo en contacto con atención al cliente una infinidad de veces, al principio me dicen que espere 2h para que salga reflejado, pero nada, después me dicen que pasan mi caso a otro departamente "investigación creo" y que en breve recibiré un correo electrónico que por ahora no ha llegado tampoco. Les he mandado justificante de pago y capturas de mi cuenta donde sale la operación.

Dear Bichillo71,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that might take up to one month approximately. In these cases, the casino usually has its hands tied. I would also strongly recommend against depositing any more funds until the issue is resolved.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Tomas

Thank you very much for your prompt response, as soon as I have new news I will write it here. Funny

Muchas gracias por su pronta respuesta, en cuanto tenga noticias nuevas las escribiré aquí. Gracia

I update the case, they continue to investigate and from customer service they only ask me to wait, but I don't have the money in my game account or in my bank, it's a bit desperate, I feel cheated. As soon as I have something new, I'll write again.

Actualizo el caso, siguen investigando y desde atención al cliente solo me piden que espere, pero yo no tengo el dinero ni en mi cuenta de juego ni en mi banco, es un poco desesperante, me siento estafado. En cuanto tenga alguna novedad vuelvo a escribir.

I fully understand your frustration, Bichillo71. As I mentioned earlier, it may take some time for the funds to be located and refunded to your bank account or credited to your casino account. As the matter is not entirely in the hands of the casino, I will set the timer for an additional 21 days to allow them one full month to investigate. If there’s no development by then, we will intervene. Let’s stay positive and hope for some good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Good afternoon, today I finally received an email from Bizzo.

It seems that in a few days the balance will be returned to my bank. Once I receive it, I will write to you to be able to close the claim

Buenas tardes, hoy por fin he recibido un correo electrónico de Bizzo.

Parece que en unos días me reingresaran el saldo a mi banco. Una vez lo reciba os escribo para poder cerrar la reclamación

Thanks for the update, Were your funds returned to your bank account yet? May we consider the issue resolved?

Looking forward to your reply.

Hello good morning, finally they returned the amount to my bank. Thanks for everything.

Hola buenos días, finalmente me devolvieron el importe a mi banco. Gracias por todo.

Dear Bichillo71,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru