Bizzo Casino - La verificación del jugador falló.

They requested verification after winning. Sent the documents, also sent neteller statement with full transaction history. They asked for an explanation for outcoming transfers, i did. After that, they said that the account was blocked forever and called it "fraud". I don't understand what they call it fraud and what happening!

Hello vansenghuor,

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?

Did they specify the reason of the failed verification.

Looking forward to your answer.

Regards,

Nick

Dear vansenghuor,

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 Nick!

Sorry for delay.

As I remember I uploaded ID and selfie and it was verified. I make this note, because my account was deactivated and i cant check real status about this documents.

After that i uploaded Bank statement as proof of address. They dont accept pdf file, so i converted it like jpg in 6 separate page. They didn't approve because no my name on it but it's the same document, just different pages. My bank don't put name on every page. They contact me about this case and i answered just like here, to you. They still required bank statement with name on every page, and didnt accept my zoom pdf screenshot (idea that my bank didnt write name on every page but they wanted).

So, after, they required bank statement again, source of income and also statement from Netteler account with all incoming and outgoing transactions for the last 3 months. I uploaded source of income of the funds used for making deposits. It was neteller screenshot with huge winnings on Digimedia. They canceled my withdraw several time, and after they asked about brief clarification regarding the transaction. This transaction was made for exchange my neteller funds on crypto - they got same clarification, as you.

After they said "Our security department has identified activity in your account, which is considered as fraud" and close my account!!

Of course, they often ignored me, and I had to write several emails per day in order to be heard.

Wait for your feedback

Hello?

Hello vansenghuor,

Is it possible to forward the communication between you and the casino to nikolas.b@casino.guru?

I did, Nickolas

Thank you vansenghuor for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello vansenghuor,

I'm Michal and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter. Just so you know, Bizzo Casino was not much cooperative with resolving complaints with us, but I will try to do my best to help you.

We would like to invite Bizzo Casino to join the conversation.

Dear Bizzo Casino,

Can you please provide information on why all the documents the player has provided you are not sufficient to finish the verification process? If this information can't be shared publicly, please forward them to me at michal.k@casino.guru

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.

Dear vansenghuor,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao/Antillephone Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Dear all,

We are reopening this complaint because new information has come to light that has a major impact on the outcome of this complaint. I would like the casino to share this new information

Hello to all, and thank you for your patience.

During the verification process, the casino Security department found that the player is linked to other players as well as using the same pattern, and both were abusing bonuses as well:

If a customer or group of customers is suspected of abusing a promotion, BizzoCasino reserves the right to void the bonus and any winnings. 

https://bizzocasino.com/rules/terms-and-conditions

Also:

Abusing a promotion means:

Making maximum allowed bets on high variance games in order to increase balance;

Decreasing stake after a big hit and switching to low variance game;

Making deposits with only bonus promotions without free cash deposits;

The Customer bonus ratio (bonuses : wager) is more than 40%.

Thank you.

Thank you for your response and the provided evidence, Bizzo Casino Team.

Dear vansenghuor,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case. There is ample evidence of the violations of the terms indicated above by the Bizzo Casino Team.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint.

We are sorry we could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal