Bizzo Casino - El retiro del jugador se ha retrasado debido a problemas de verificación.

Hello,

I regret to inform you that I must file the following complaint because I have reached an impasse.

I played at Bizzo and won €2000.

My address and identity card would be accepted.

My credit card is not accepted, even though I sent three letters proving my official Trade Republic account.

The provider insists that the name must be visible on both the front and back, which is not possible with the virtual card.

Accordingly, the casino refuses to pay out.

I need your help.

Hallo,

ich muss leider folgende Beschwerde einreichen, weil ich nicht mehr weiterkomme.

Ich habe bei Bizzo gespielt und 2000€ gewonnen.

Meine Adresse und Personalausweis würde akzeptiert.

Meine Kreditkarte nicht, obwohl ich 3 schreiben geschickt habe die mein offizielles Trade Republik Konto nachweisen.

Der Anbieter verharrt drauf, das der Name auf Vorder und Rückseite zu sehen sein muss, was aber bei der virtuellen Karte nicht möglich ist.

Dementsprechend weigert sich das Casino auszuzahlen.

Ich bitte um Mithilfe.

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Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bizzo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• Did you achieve your current balance with the help of a bonus?
• Do I understand correctly that you sent the casino a video showing your personal information associated with the bank account and the card that was used to deposit?
• Is the bank account exclusively in your name?
• Could you please share with me your communication with the casino regarding the issue with the verification requirements and your attempts to explain that the card is virtual? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Good morning,

I have access to my player account.

No, I haven't; everything was done without bonuses and only with real money.

I recorded a video and took a screenshot of it so that the screenshot wouldn't be blacked out by the app.

Everything is exclusively in my name, and everything has the correct address and other correct data.

I'll take the screenshots in a moment.

Moin,

Ich habe den Zugriff auf mein Spielerkonto.

Nein habe ich nicht, alles ohne Bonus und nur mit Echtgeld.

Ich habe ein Video aufgenommen und davon ein Screenshot gemacht, damit der Screenshot nicht geschwärzt wird von der App aus.

Alles ist ausschließlich auf meinen Namen laufend, sowie alles mit richtiger Adresse und sonstigen richtigen Daten.

Die Screenshots mache ich jetzt Moment.

The rest were simply rejected documents.

Der Rest waren halt abgelehnte Dokumente.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear StephanS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas