Bizzo Casino - El jugador no puede retirar sus ganancias debido al cierre de su cuenta.

Good day everybody,

During 2024 and 2025, I played at Bizzo Casino several times and made many deposits. I also made withdrawals occasionally, depending on the circumstances. I was always very satisfied with the casino; withdrawals and verification were always straightforward. Unfortunately, I experienced a very bad run of luck in August and September 2025 and decided to close my account. This decision is documented in written email correspondence and confirmed by casino support.

When I tried to log back into the account in February 2026, it still didn't work. Nevertheless, I felt like playing again, so I opened a new account and deposited a total of €1000. That same night, I made a maximum win of €12,500 (screenshot available), but when I tried to withdraw the money, my account was closed due to "suspected duplicate account use," even though I had never played with two accounts there.

Fortunately, I have screenshots and email correspondence, but Bizzo stopped responding at a certain point. They tried to refund my deposited money to settle the matter.

A complaint to the Curaçao licensing authority was also unsuccessful and was never processed.

Guten Tag zusammen,

ich habe im Verlauf der Jahre 2024 und 2025 mehrmals auf Bizzo Casino gespielt und auch viele Einzahlungen getätigt. Ab und zu gab es auch Auszahlungen, je nachdem. Ich war immer sehr zufrieden mit dem Casino, die Auszahlungen und Verifizierung lief problemlos. Leider hatte ich im August + September 2025 eine sehr starke Pechstränge und hab mich dazu entschlossen, meinen Account schließen zu lassen. Dazu gibt es schriftlichen E-Mail Verkehr und die Bestätigung vom Casino Support.

Als ich im Februar 2026 mich wieder mit dem Account anmelden wollte, ging das auch nicht. Trotzdem hatte ich Lust wieder ein bischen zu spielen, also hab ich einen NEUEN Account geöffnet, auf dem ich insgesamt 1000€ eingezahlt habe. Ich habe noch in dieser Nacht einen maximalen Gewinn von 12500€ gemacht (Screenshot vorhanden), doch als ich das Geld auszahlen wollte wurde mein Account wegen „Verdacht auf doppeltem Account" geschlossen und das obwohl ich zu keiner Zeit jemals mit 2 Accounts dort gespielt habe.

Glücklicherweise habe ich Screenshots und E-Mail Verläufe doch Bizzo hat sich zu einem gewissen Zeitpunkt nicht mehr dazu geäußert. Sie haben versucht mir das eingezahlte Geld wieder zurück zu überweisen damit die Sache vom Tisch ist.

Auch eine Beschwerden an die Curaçao Lizenzbehörde war erfolglos und wurde nie bearbeitet.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please confirm whether your first account was fully verified?
• When you registered a second account, did you use the same personal information as in your first account? Specifically, did you provide the same name, ID number, and date of birth? Were there any differences in your phone number or email address?
• Before creating the second account, did you contact customer support to request that your original account be reopened?
• Have you submitted any identity documents for the verification of your second account? If so, when exactly did you submit them?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Good day,

No, there was never a full verification process. Only a confirmation to activate the account.

When I tried to withdraw the money, a verification process was initiated, during which I naturally provided my ID and the same information. Only the email address changed, as I could no longer log in with the other one (account closed).

I did not contact customer service for reactivation because the email correspondence regarding the closure of my first account indicated that the account had been permanently closed.

My ID for verification was submitted in the same session or on the following day (05.02.26/06.02.26), whereupon the account was immediately closed and a payout was refused.

Logically, I used the same data, since I was sure that my old account was closed (which it was).

Guten Tag,

nein, eine vollständige Verifizierung gab es nie. Lediglich eine Bestätigung zur Aktivierung des Accounts.

Als ich das Geld auszahlen wollte kam es zu einer Verifizierung, bei der ich natürlich meinen Ausweis und dieselben Daten angegeben habe. Lediglich die E-Mail Adresse hat sich geändert, da ich mich mit der anderen nicht mehr anmelden konnte ( Account geschlossen)

ich habe nicht den Kundendienst zur Reaktivierung kontaktiert, weil mir aus dem Mailverkehr zur Schließung meines ersten Accounts hervorging, dass der Account permanent geschlossen wurde.

Mein Ausweis zur Verifizierung wurde in derselben Session bzw. am Tag darauf 05.02.26/06.02.26) eingereicht, woraufhin der Account sofort geschlossen wurde und eine Auszahlung verweigert.

ich habe logischerweise dieselben Daten verwendet, da ich mir sicher war das mein alter Account geschlossen war (was ja auch so war).

Thank you for the clarification and for providing additional details.

Based on the information you shared, it appears that in your initial account closure request from September 2025, you stated that you wanted to close your account because you "don’t have yourself under control." In such cases, this type of request is typically interpreted as a self-exclusion due to gambling-related concerns.

If this is correct, the casino should have taken appropriate measures to prevent you from creating a new account in the future. This is why I asked whether you used the same personal information during registration and whether your first account was verified.

From our point of view, if you registered using your real and unchanged personal details and did not attempt to bypass the self-exclusion in any way, you should not have been able to create a new account, deposit, or play at all.

In such situations, the standard approach is that the player is entitled to a refund of their deposits made after the self-exclusion, but any winnings are usually considered void. I understand this may feel disappointing, especially considering the amount you won; however, this principle applies consistently regardless of whether the player wins or loses.

Please let me know if you would like us to proceed with assisting you in recovering your deposits.

Dear Luciooo,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru