Bizzo Casino - La cuenta del jugador ha sido bloqueada.

Dear Casino Guru Team / Bizzo Support,

My Bizzo Casino account has been fully verified, including all required identification documents and payment information.

However, when I attempted to withdraw my winnings, my account was blocked. The casino claims I have a second account, which I cannot confirm with certainty. I am not aware of any intentional violation of the rules and have only actively used this current account.

I therefore request a detailed explanation of the basis on which my winnings were blocked and withheld, and a review of my case so that a payout can be made.

I have all relevant documents and screenshots of the verification and can provide them upon request.

Thank you for your support.

Best regards

Sehr geehrtes Casino Guru-Team / Bizzo Support,

mein Konto bei Bizzo Casino wurde vollständig verifiziert, inklusive aller erforderlichen Ausweisdokumente und Zahlungsinformationen.

Bei der Auszahlung meiner Gewinne wurde mein Konto jedoch gesperrt. Das Casino behauptet, ich hätte ein zweites Konto, was ich nicht mit Sicherheit bestätigen kann. Ich bin mir keiner absichtlichen Regelverletzung bewusst und habe nur dieses aktuelle Konto aktiv genutzt.

Ich bitte daher um eine detaillierte Erklärung, auf welcher Grundlage die Sperrung und die Einbehaltung meiner Gewinne erfolgt ist, und um eine Prüfung meines Falls, damit eine Auszahlung möglich wird.

Alle relevanten Dokumente und Screenshots der Verifizierung liegen mir vor und können auf Anfrage bereitgestellt werden.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

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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 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 there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Have you accumulated your winnings with the help of a bonus?
• Have you accepted bonuses, such as a welcome casino bonus, from the casino in the past?
• Could you please share with me your communication with the casino regarding the accusations made against you? 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

Hello Tomas,

Thank you for your feedback. Here are my answers:

Multiple accounts: I'm not aware of any other accounts in my household or with the same IP address. My old account, if I have one, wasn't used for over a year and has therefore been inactive for a long time. The current account is the only one I've actively played with.

Bonus winnings: I used free spins, but they didn't generate any winnings. All winnings in my account came exclusively from real money bets and were earned legally.

Bonuses in the past: Apart from the free spins, I have not used any other bonuses.

Communication with the casino: I have already had extensive communication with Bizzo Casino and can send you all relevant emails and screenshots.

I would like to make it clear that my funds were acquired legally. The suspension of my account and the delay in payment are unfounded. I expect a timely resolution and payment of my funds, as otherwise I will be forced to take further steps to enforce my rights.

Thank you for your support.

Best regards

Hallo Tomas,

vielen Dank für Ihre Rückmeldung. Hier meine Antworten:

Mehrere Konten: Mir ist kein weiteres Konto aus meinem Haushalt oder mit derselben IP-Adresse bekannt. Mein altes Konto, falls überhaupt vorhanden, wurde vor über einem Jahr nicht mehr genutzt und ist somit seit langem inaktiv. Das aktuelle Konto ist das einzige, mit dem ich aktiv gespielt habe.

Gewinne mit Bonus: Ich habe zwar Freispiele genutzt, diese haben jedoch keine Gewinne erzielt. Alle auf meinem Konto vorhandenen Gewinne stammen ausschließlich aus Echtgeld-Einsätzen und wurden rechtmäßig erzielt.

Boni in der Vergangenheit: Abgesehen von den kostenlosen Freispielen habe ich keine weiteren Boni genutzt.

Kommunikation mit dem Casino: Ich habe bereits umfangreiche Kommunikation mit Bizzo Casino geführt und kann Ihnen alle relevanten E-Mails und Screenshots zusenden.

Ich möchte deutlich machen, dass mein Guthaben rechtmäßig erworben wurde. Die Sperre meines Kontos und die Verzögerung der Auszahlung sind unbegründet. Ich erwarte eine zeitnahe Lösung und Auszahlung meines Guthabens, da ich ansonsten gezwungen bin, weitere Schritte einzuleiten, um mein Recht durchzusetzen.

Vielen Dank für Ihre Unterstützung.

Beste Grüße

Hello Tomas,

I filed a complaint about Bizzo Casino about three days ago, but haven't received any feedback yet. Could you please tell me if my case has been registered and when I can expect a response?

Thank you for your time and support.

Best regards

Danijel ***

Hallo Tomas,

ich habe vor etwa drei Tagen eine Beschwerde über Bizzo Casino eingereicht, aber bisher noch keine Rückmeldung erhalten. Könnten Sie mir bitte mitteilen, ob mein Fall bereits registriert wurde und wann ich mit einer Antwort rechnen kann?

Vielen Dank für Ihre Zeit und Unterstützung.

Mit freundlichen Grüßen

Danijel ***

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you ZERO4020 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bizzo Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Hello,

I would like to inform you that I have also submitted my case to the Kahnawake Gaming Commission.

Since this has now been officially investigated, I request that my complaint be closed here.

Thank you for your support so far.

Hallo,

ich möchte Sie informieren, dass ich meinen Fall zusätzlich bei der Kahnawake Gaming Commission eingereicht habe.

Da diese nun offiziell ermittelt, bitte ich darum, meine Beschwerde hier zu schließen.

Vielen Dank für Ihre bisherige Unterstützung.

Hello,

I have since received feedback from the Kahnawake Gaming Commission.

They confirmed that Bizzo Casino is registered in a different jurisdiction (Curaçao) and therefore they are not competent.

I will now forward my complaint to the relevant supervisory authority in Curaçao.

Please leave my complaint open here until I receive a response from them.

Thank you for your support.

Hallo,

ich habe inzwischen eine Rückmeldung von der Kahnawake Gaming Commission erhalten.

Diese hat bestätigt, dass Bizzo Casino in einer anderen Gerichtsbarkeit (Curaçao) registriert ist und sie daher nicht zuständig sind.

Ich werde meine Beschwerde nun an die zuständige Aufsichtsbehörde in Curaçao weiterleiten.

Bitte lassen Sie meine Beschwerde hier offen, bis ich eine Antwort von dort erhalte.

Vielen Dank für Ihre Unterstützung.

Hello,

We have reviewed the details of this case carefully. Our investigation confirmed that the player violated our Terms and Conditions by creating and using multiple accounts, which is strictly prohibited on our platform.

All relevant evidence supporting this finding has been provided to Peter via email for review. We remain available to clarify any additional details if needed.

Hello Peter,

Thank you for forwarding Bizzo Casino's reply.

I expressly deny having violated the terms of service. I did not intentionally create or use a second account to obtain a bonus or any other advantages. Should an older, inactive account actually exist, I was unaware of it and it was never used concurrently or for gambling.

My current account is fully verified, and all activities, including my deposit and withdrawal amount, were properly carried out using my real money balance – no bonus money.

I therefore demand that Bizzo Casino disclose the alleged evidence they are relying on. A blanket claim without proof is not sufficient grounds to withhold a payout.

I ask you, Peter, to review these documents and objectively examine whether there has actually been a violation or whether the casino is merely trying to circumvent the payout.

Thank you very much for your support and commitment to a fair resolution of this case.

Best regards

Hallo Peter,

danke für die Weiterleitung der Antwort von Bizzo Casino.

Ich bestreite ausdrücklich, gegen die Nutzungsbedingungen verstoßen zu haben. Ich habe kein zweites Konto absichtlich erstellt oder genutzt, um einen Bonus oder sonstige Vorteile zu erhalten. Sollte tatsächlich ein älteres, inaktives Konto existieren, so war mir das nicht mehr bekannt und es wurde niemals gleichzeitig oder zum Spielen genutzt.

Mein derzeitiges Konto ist vollständig verifiziert, und sämtliche Aktivitäten, einschließlich meiner Einzahlung und des Auszahlungsbetrags, erfolgten ordnungsgemäß mit meinem Echtgeldguthaben – kein Bonusgeld.

Ich fordere Bizzo Casino daher auf, die angeblichen Beweise offenzulegen, auf die sie sich berufen. Eine pauschale Behauptung ohne Nachweis genügt nicht, um eine Auszahlung einzubehalten.

Ich bitte Sie, Peter, diese Unterlagen einzusehen und objektiv zu prüfen, ob tatsächlich ein Verstoß vorliegt oder ob das Casino lediglich versucht, die Auszahlung zu umgehen.

Vielen Dank für Ihre Unterstützung und Ihr Engagement für eine faire Klärung dieses Falls.

Mit freundlichen Grüßen

Thank you for providing me with the information Bizzo Casino Casino representative.

We acknowledge that the player in question has technically violated your terms and conditions by opening multiple accounts. However, according to the records, the original account was created 3 years ago.

At Casino Guru, we believe that each case should be judged separately, with careful consideration of intent and circumstances. In this instance, there is no clear indication that the player deliberately sought to abuse your platform or gain an unfair advantage. It appears more likely that the player had simply forgotten about their previous account rather than attempting to deceive your establishment.

With this in mind, we kindly request that you consider making an exception in this case and reinstate the player's winnings. We believe this would be a fair and reasonable resolution, reflecting the spirit of goodwill and customer trust.

Thank you for your reconsideration.

Thank you very much for your support in my case. I greatly appreciate your efforts and am now awaiting the final decision. I am available at any time should you require further information.

Best regards

Vielen Dank für Ihre Unterstützung in meinem Fall. Ich schätze Ihre Bemühungen sehr und warte nun auf die endgültige Entscheidung. Für weitere Informationen stehe ich jederzeit zur Verfügung."

Mit freundlichen Grüßen

Hello!

We’re sorry that the player has found himself in this situation, and we understand that it may be disappointing. However, we must emphasize that our rules apply equally to every customer. We cannot make exceptions for individual cases, as this would create precedents and compromise fairness for all players.

Our platform is built on consistency and equal treatment — every user is subject to the same Terms & Conditions, which are accepted during registration. We always encourage players to read these rules carefully to avoid misunderstandings.

We have provided all the relevant evidence, and the case has been reviewed in accordance with our policies. If any further clarification is needed, we remain available to assist.

Thank you for the clarification Bizzo Casino representative.

I would like to emphasise that the only precedent this would establish is a commitment to assessing each case individually to determine whether an unfair advantage was gained. For example, if a player accumulated winnings derived from a bonus that they were entitled to claim only once, we would consider that an unfair advantage, as the player would not normally have access to that bonus a second time. However, if the winnings were generated from a clean deposit, then the creation of a duplicate account would not have influenced the player’s chances of winning.

We recognise that duplicate-account restrictions are industry standard; however, we do not believe that funds should be confiscated solely because the rules permit it. Instead, we believe each situation should be examined on its own merits to determine whether the violation had any meaningful impact on gameplay.

We hope that a fair compromise can be reached in this matter. Thank you in advance for your reconsideration.

Hello Peter,

Thank you for reaching out. We carefully review every case and take all individual circumstances into account. Regarding this matter, we’ve sent you some additional information in a private message on the platform.

If you need any further clarification, please let us know.

Hello Casino Guru Team,

The deadline for processing my case has now expired, and I have not yet received any feedback.

Could you please tell me the current status?

Thank you for your quick response.

Best regards

Hallo Casino Guru Team,

die Frist für die Bearbeitung meines Falls ist inzwischen abgelaufen, und ich habe noch keine Rückmeldung erhalten.

Könnten Sie mir bitte den aktuellen Stand mitteilen?

Vielen Dank für Ihre schnelle Antwort.

Mit freundlichen Grüßen

Thank you for providing me with the information Bizzo Casino representative.

Dear ZERO4020, the casino has provided me with evidence showing that both accounts that used the same personal information and were only different in the email used the same bonuses. This created a situation where it is impossible to determine if the funds used were only from a real deposit, as some leftover funds from bonuses could've created an edge for you to be able to acquire the winnings. As such, the steps the casino has taken are justified in this case, and we are forced to reject your complaint.

Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter