Bizzo Casino - O jogador luta com retirada e emissão de bônus.

They are terrible at giving information on the livechat, they hide information to make us lose money (in my case the bonus), when I asked for the withdrawal they took away the rest of the bonus I had and I can't make the withdrawal because it's always rejected.

Péssimos a dar informações no livechat, escondem informações para nos fazerem perder dinheiro (no meu caso o bonús), quando pedi o levantamento tiraram-me o resto do bonús que tinha e não consigo fazer o levantamento pois dá sempre rejeitado.

Dear AntonioRamos,

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

Could you please specify which bonus exactly have you activated? Please write here its name or send me the link. Kindly bear in mind that when you play with a bonus, the bonus rules apply. You have to fulfill all the necessary requirements to be eligible for a withdrawal.

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

Dear AntonioRamos,

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.

Goodnight,

When I made the 1st deposit of €100 I was given a bonus of equal value, so far so good, I played for a week, I happened to win and every time I played nothing was taken away from the bonus value but always from the "real" value, and finally the bonus they gave me was taken away from me, but anyway, if they say that the conditions are those, that's fine, it was my fault that I didn't read them trusting the casino and the questions I asked in the chat about it and they hid me about the bonus disappearing at the end of a week.

But then I had to resign myself because it was my fault, I didn't read the "terms and conditions", only that while I was talking in the chat they removed about €30 more from the bonus as it was €130 and they even had the nerve to say that I had spent them in the last game, when by chance the only game and the last one that I played even won as you can confirm in the game history. All this just because after taking the 100€ I decided to withdraw the other 100€ that I had in real value.

I have already asked for it 3 times and every time it is refused, something is wrong, I have already sent all the requested documentation by mail and in the chat and they continue to refuse because something is always wrong.

As ironic as it seems now they say that the copy of the Citizen Card I sent cannot be in pdf and therefore they do not return the money that belongs to me, is it weird because the other documents accepted in pdf and the CC does not accept? it's just excuses of bad pay.

Compliments

Antonio Ramos

Boa Noite,

Quando fiz o 1º depósito de 100€ foi dado um bónus de igual valor, até aqui tudo bem, joguei durante uma semana, por acaso ganhei e sempre que jogava nada me era retirado do valor do bónus mas sempre do valor "real", e por fim o bónus que me deram tiraram-mo, mas enfim, se dizem que as condições são essas, tudo bem, a culpa foi minha que não as li confiando no casino e nas questões que fiz no chat sobre o assunto e ocultaram-me sobre o bónus desaparecer ao fim de uma semana.

Mas depois tive de me resignar pois a culpa era minha, não li os "termos e condições", só que enquanto falava no chat retiram-me mais cerca de 30€ no valor do bónus pois o mesmo estava em 130€ e ainda tiveram a lata de dizer que eu os tinha gasto no último jogo, quando por acaso o único jogo e último que joguei até ganhei conforme podem confirmar no histórico de jogos. Isto tudo só porque depois de me tirarem os 100€ eu ter decidido fazer um levantamento dos outros 100€ que tinha no valor real.

Já o pedi 3 vezes e sempre que o é recusado, alguma coisa está mal, já enviei toda a documentação pedida por mail e no chat e continuam a recusar pois está sempre algo mal.

Por irónico que pareça agora dizem que a cópia do Cartão de Cidadão que enviei não pode ser em pdf e por tal não me devolvem o dinheiro que me pertence, é esquisito pois os outros documentos aceitaram em pdf e o CC não aceitam? é só desculpas de mal pagador.

Cumprimentos

António Ramos

According to the Bonus Terms and Conditions:

1i. When using an activated bonus, the real money from the player's account is wagered first and only then the bonus money.

2d. Any bonus can be cancelled before meeting the wagering requirements. Otherwise, by cancelling the bonus the player accepts that all the winnings gained while playing with this bonus, if any, and the bonus amount are deducted from the player's bonus balance. Please contact Bizzo casino customer support to learn more about cancelling a bonus.

Concerning your identity documents, please understand that verification 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. Could you please advise which documents you have already provided and when exactly did you send the last one? Have you provided all the required documents as soon as possible and in the correct format? 

Good afternoon,

Thank you V/ attention to the exposed in my mail. Regarding the documentation 1st I sent the documents in Pdf because I didn't know that I couldn't, however I already sent the C.Cidadão in the required format as well as a bank document with the respective Iban, but a new problem arose, the bank at my address instead of having the postal code of my parish (parish union) has the old postal code because it used to belong to Alverca do Ribatejo and now I belong to another but only the postal code is wrong the address is correct.

I don't know what else to send anymore, because there's always something wrong, there's always an excuse for not returning my money.

Send C. Citizen, proof of address, bank document but there is always something missing or wrong and I no longer know what is needed for this to be resolved once and for all.

Best regards,

Antonio Ramos

Boa Tarde,

Agradeço V/ atenção ao exposto no meu mail. Em relação à documentação 1º enviei os documentos em Pdf pois não sabia que não podia, entretanto já enviei o C.Cidadão no formato exigido assim como documento banco com respetivo Iban, só que surgiu novo problema, o banco na minha morada em vez de ter o código postal da minha freguesia (união freguesias)tem o antigo código postal pois dantes pertencia a Alverca do Ribatejo e agora pertenço a outra mas só o código postal está errado a morada está correta.

Já não sei o que devo mandar mais, pois está sempre qualquer coisa mal, existe sempre uma desculpa para que não me devolvam o dinheiro.

Envie C. Cidadão, comprovativo morada, documento bancário mas existe sempre qualquer coisa que falta ou está mal e já não sei o que é preciso para isto ser resolvido de uma vez por todas.

Melhores cumprimentos,

AntónioRamos

Please forward any relevant communication between you and the casino regarding this issue to veronika.l@casino.guru. Thank you.

Dear AntonioRamos,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.