Bizzo Casino - Die Auszahlung des Spielers wurde storniert.

Hi there,

The casino has canceled my payout (real money balance) with the assertion that I should have bet 5 euros with a stake, I only bought free spins for 60 cents to 1 euro, for example. At Golden West or Dog Home Megaways, I was able to do so and the game was not abandoned. So the stake was 60 to 1 euro and not more than 5 euros as the casino claims.

Please to enlightenment.

Hallo,

das Casino hat meine Auszahlung ,( Echtgeldguthaben ) annulliert, mit der Behauptung, dass ich über Einsatz 5 Euro gewettet haben soll, ich habe lediglich für 60 Cent bis 1 Euro Freispiele gekauft zb. Bei Golden West oder Dog Hause Megaways, dies konnte ich durchführen und das Spiel wurde nicht abgebrochen. Also lag der Einsatz auf 60 bis 1 Euro und nicht über 5 Euro wie das Casino behauptet.

Bitte um Aufklärung.

Hello Tuscani090283,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Before we would try to contact the casino, allow me to ask you a few more question to clarify your case as much as possible.

Could you please advice what bonus did you use exactly? Was it a free spin given by the casino or activated by yourself? Did you check your account for "wagering" before you would try to make the withdrawal? Is there any conversation between you and the casino regardging this case? If yes, please forward it to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hi there,

Through level 2 I got free spins, through which I won about 30 euros, then I played Dog House Megaways and West Gold and yet with about. 40 cents to 1 Euro always bought free spins and won about 1300 Euro, bonus operations were implemented, i.e. 1300 Euro real money credit. My account had gone through verification. I made a payout but this email came a few hours later. No, I did not have a conversation with the casino afterwards . In some other casinos you cannot buy the free spins with bonus, the game is stopped, here it was possible, so please clarify. The 1300 euros have been canceled.

Hallo,

Durch Level 2 habe ich Freispiele bekommen durch die habe ich ca. 30 Euro gewonnen, dann habe ich Dog House Megaways sowie West Gold gespielt und doch ca mit. 40 Cent bis 1 Euro immer Freispiele gekauft und ca 1300 Euro gewonnen, Bonusbedienungen waren umgesetzt, also 1300 Euro Echtgeldguthaben.Mein Konto war verification durchgelaufen.Hab Auszahlung gestellt doch paar Stunden später kamm diese Email.Nein ich habe danach kein Gespräch mit dem Casino geführt. In manchen anderen Casinos kann man die Freispiele mit Bonus nicht kaufen, das Spiel wird gestoppt, hier war es möglich.Also bitte um Klärung.Die 1300 Euro sind annulliert worden.

Dear Tuscani090283,

Sorry for the late respond, due to capacity problems. Thank you very much for additional information. I'll now forward your case to my collegue Villiam, who will be assisting you from now on. Wish you best luck

Regards,

Nick

Hello Tuscani090283,

I looked at your complaint and will do my best to help you. I would like to invite Bizzo Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

We would like to ask the Bizzo 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’. You can contact Curacao gaming license. If you need my help with contacting them just send me an email here: viliam.v@casino.guru

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The Casino can ask to reopen this complaint anytime.

We’ve reopened this complaint at the request of Bizzo Casino. We received the following message:

Hello,

We have clarified the information on this situation. According to our terms and conditions, when there is an active bonus, the bet size should not exceed 5 euros or equivalent in other currencies. The debit was made following this rule.

Dear Tuscani090283, I have asked to casino to provide me with evidence of the violation of the max bet size during your bonus wagering but unfortunately, the casino is not able to provide me with the information anymore. They have mentioned you have requested this information yourself, would it be possible to forward it to my email? (peter.c@casino.guru) Thank you in advance!

Hello,

I am glad that the casino has reopened this case.

Since this casino has had so many complaints that have not been resolved and its reputation has been in the doldrums, I can certainly understand that the casino wants to make amends.

The 1300 euros that I won without placing a maximum bet of 5 euros is a fact.

These 1300 euros were simply deleted from my account even though it was real money winnings after I was able to wager the bonus.

Since I was very disappointed and the casino did not contact me, I had my account blocked there.

The casino must be able to provide all evidence.

I no longer have an open account with this casino and no further emails.

If the casino wants to make amends for this complaint and thus improve its reputation a little, I would ask for a compromise.

If the casino pays out 800 euros of my 1300 euros that were deleted, we can close this complaint as successfully resolved.

I am available to help at any time.

Tuscany090283

Hallo,

ich freue mich dass das Casino diesen Fall wieder eröffnet hat.

Da dieses Casino schon extrem viele Beschwerden hatte die nicht gelöst worden sind und der Ruf am Boden war kann ich es sicherlich nachvollziehen das das Casino es wieder gut machen möchte.

Die 1300 Euro die ich gewonnen habe ohne maximalen Einsaz von 5 Euro zu setzen ist Fakt.

Diese 1300 Euro wurden einfach von meinem Konto gelöscht obwohl es Echtgeldgewinn war nach dem ich Bonus umsetzen konnte.

Da ich dann sehr entäuscht war und das Casino hier sich nicht gemeldet hat, habe ich mein Konto dort sperren lassen.

Das Casino muss alle Beweise vorlegen können.

Ich habe kein offenes Konto mehr zu diesem Casino und keine weitere Emails.

Wenn das Casino diese Beschwerde wieder gut machen möchte und somit sein Ruf einwenig verbessern, bitte ich ein Kompromiss vor.

Wenn das Casino 800 euro von meinen 1300 Euro die gelöscht worden sind auszahlt können wir diese Beschwerde als Erfolgreich gelöst abschliessen.

Jederzeit stehe ich dazu zur Verfügung.

Tuscani090283

Hello!

Dear Tuscani090283, we are pleased to inform you that you can always contact our support team by email and we will be happy to provide you with all the necessary help and information. Your comfort and satisfaction with the gameplay are important to us, and we are ready to answer all your questions and solve all arising issues.

Hello Guru Team,

Unfortunately, the casino continues to insist on not paying out without providing proof, and the casino has not responded to my suggestion either.

Hallo Guru Team,

leider besteht das Casino weiter dadrauf, nicht auszahlen zu müssen ohne Beweise vorzulegen, auch auf mein Vorschlag reagiert das Casino nicht.

Dear Tuscani090283, the casino has offered to provide the information if it was requested by you through their customer support. I would appreciate it if you could request your betting history during that time and forward it to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Tuscani090283, I believe you will need to request the information directly through the casino customer support email. You can either as the casino to include me in the response there or I would appreciate if you can forward that information to my email directly. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Tuscani090283,

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.

Hello, I asked Casino but got no answer

Hallo, hab Casino angefragt keine Antwort bekommen

Dear Tuscani090283,

We are pleased to inform you that your betting history was sent to you as early as yesterday. If you have any questions or need further assistance, please do not hesitate to contact our support team. We are always ready to help you and provide you with the best gaming experience possible.

During the time that I played through the bonus, the casino had an extremely negative rating and received many complaints that the casino ignored. I have not received anything so far.

Das Casino hat in der Zeit wo ich Bonus fähr durchgespielt eine extrem negative Bewertung gehabt und viele Beschwerden abbekommen die das Casino nignoriert hat, ich habe bis jetzt nichts bekommen.

Dear Tuscani090283,

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.

Hello,

The casino sent me a cheap file that was easy to manipulate, meaning you could make changes as you wish. I 100% did not violate the bonus terms and conditions!!!

Hallo,

das Casino hat mir eine billige Datei gesendet die leicht zu manipulieren sprich man Änderungen nach beliben einfügen kann gesendet, ich habe zu 100% die Bonusbedienungen nicht verletzt!!!

Dear Tuscani090283, please share the provided document for review to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello,

I ask the casino to peter.c@casino.guru

because I have problems with my email address / input data.

Thanks

Hallo,

ich bitte das Casino diese an peter.c@casino.guru

zusenden da ich mit meiner Emailadresse / Eingangsdaten Probleme habe.

Danke

Dear Tuscani090283, as mentioned before the casino cannot provide me with any information directly due to Privacy Policies both of our companies have to follow. As I have requested you to provide this information several times without results I am forced to reject your complaint due to insufficient evidence. If you choose to provide me with the evidence your complaint can be reopened at any time. Forward any supporting evidence to my email. (peter.c@casino.guru)

Thank you for your understanding!

Kind regards,

Peter