Bizzo Casino - A solicitação de retirada do jogador está atrasada devido a verificação adicional.

Hello,

I have received a request to verify my identity with the casino.

As you can see, everything has been confirmed, and I have also uploaded selfies with a note and my ID document.

However, the casino is now refusing to process my withdrawal and is insisting that I provide my personal bank and crypto transactions for the last 3 months.

I believe this request is unreasonable because:

1) I have not been registered with the casino for such a long time,

2) These are very private details.

The casino is a company, not a government authority, and should not be demanding such sensitive information from me.

I would appreciate your assistance in this matter.

Thank you in advance.

Hallo,

ich habe die Aufforderung mich bei dem Casino zu verifizieren.

Wie Sie sehen können, ist alles bestätigt worden und ich habe auch Selfies mit Zettel + Ausweisdokument hochgeladen.

Allerdings weigert sich das Casino auszuzahlen und fordert mich nun auf, meine privaten Bank- und Kryptotransaktionen der letzten 3 Monate zu übermitteln.

Das halte ich für eine nicht angemessene Forderung, weil ich

1) noch gar nicht so lange bei dem Casino angemeldet bin

2) das sehr private Informationen sind.

Das Casino ist ein Unternehmen und keine Behörde, die solche sensiblen Daten von mir einfordern darf.

Ich möchte Sie bitten, mir zu helfen.

Danke im voraus

Dear DiePoe,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

I checked the casino website and found this:

11. KYC UND VERIFIZIERUNG:

3. In einigen Fällen benötigen wir einen zusätzlichen Nachweis - einen Nachweis von Geldmitteln (um sicherzustellen, dass der/die Spielerin sein/ihr eigenes Geld verwendet, wenn er/sie auf unserer Webseite spielt)

Please note that once the source of funds documentation is requested as part of the KYC, we might not compel the casino to skip this step. I would recommend you comply with the casino's request.

Please let me know about the result.

Best regards,

Tomas

As I said,

I am happy to provide ID etc. and am also willing to take various selfies.

I also require proof of salary.

I did that too and EVERYTHING was accepted.

So why this step?

And why immediately, but only after I have uploaded my requested selfie?

But I find the request unreasonable, since I do not only make transactions to the casino, but use my account for my PRIVATE purposes.

And to make this available retroactively for 3 months... Why?

Is it then up to the casino to decide whether I earn enough?

How many people are looking at my transactions?

These are all things that I am not informed about, nor do I have control over.

Again, a casino is a business and not a tax authority and therefore has no legal basis to demand this.

Wie gesagt,

ich stelle gerne Ausweis etc zur Verfügung und bin auch bereit diverse Selfies zu machen.

Von mir aus auch einen Gehaltsnachweis.

Das habe ich auch getan und es wurde ALLES akzeptiert.

Warum also dann dieser Schritt?

Und weshalb ich sofort, sondern erst nachdem ich mein anefordertes Selfie hochgeladen habe?

Aber ich finde die Forderung unangemessen, da ich ja nicht nur Transaktionen zum Casino leiste, sondern mein Konto für meine PRIVATEN Zwecke nutze.

Und das rückwirkend für 3 Monate zur Verfügung zu stellen... Weshalb?

Ist es dann Ermessenssache des Casinos, ob ich genug verdiene?

Wie viele Leute schauen sich meine Transaktionen an?

Das sind alles Dinge, über die ich nicht aufgeklärt werde, noch das ich Kontrolle darüber habe.

Nochmal, ein Casino ist ein Unternehmen und keine Finanzbehörde und hat damit keine rechtliche Grundlage dies einzufordern.

Thanks for your reply, DiePoe.

I am sorry you feel this way. I apologize for not replying sooner.

The requirement to request a bank statement might be part of the Anti-Money Laundering compliance of the casino. Once it's requested from the player we might not compel the casino to skip this step. Therefore we would recommend you provide the documents and let us know about the result. If this step is not successful, we'll intervene. Please let us know how you wish to proceed.

Hello,

I spoke to Casino to cancel winnings and withdraw my Deposits.

Suddenly was no Problem and I got my money back...

Thanks for the update.

Do I understand correctly you don't wish to pursue a withdrawal of your winnings? May we close the complaint?

Dear DiePoe,

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,

yes, they forfeitedd my winnings and suddenly withdrawing was no problem...

you can close this thread

Thanks for the confirmation, DiePoe.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino. We are here to help.