Self-exclusion request deliberately not honored

Hi,

I made a request of 1005 euros on 20.03.2025

Today is 29 and I have not received my funds in my account.

Every time I ask, I am getting the same reply from the operator that we are waiting for a reply from the payment provider, and we are trying our best to solve your problem, but till today, I have not received my funds in my bank account

Hi,

< irrelevant information >

To be clear:

I have contacted my bank twice as instructed.

My bank has provided two separate signed documents confirming the transaction was successful from their end. One document even explicitly states "Transaktionen godkänd" (Transaction approved).

I have provided all of this evidence to Bizzo Casino.

My bank has confirmed that their only remaining power is to initiate a chargeback. They cannot trace the funds further, as the money has already been sent to the casino's payment processor.

This leads to my fundamental question: Since the failure happened on Bizzo Casino's site, via their chosen payment provider, why am I, the customer, being tasked with recovering the funds? The responsibility should lie with Bizzo Casino to investigate and resolve issues with their own payment partners.

Before I am forced to initiate a chargeback—which is an extreme measure that punishes me by likely getting me banned from the casino for their own system's error—I am asking you, as a mediator, to please go back to Bizzo Casino with this point. They chose their payment system, and they should be held accountable for its failures. Bizzo Casino even told me its against their terms to initiate a chargeback!

I don't mistrust Bizzo that a "failure" happened during the payment. But I as a customer is out of options after following the correct steps from the casino.

Hello,

I signed up at Bizzo casino and deposited via my crypto wallet and claimed the 100% 100 welcome offer. I played through the wagering requirements and withdrew 850.

I got an email asking me to upload my proof of address and ID which I did and withdrew again, three days later I got an email asking me to upload a picture of me holding my passport with a had written 6 digit number both next to my face which I did. First two uploads were rejected but the third was accepted so I withdrew again. Two days later I got an email asking me to upload another picture holding my passport this time a different 6 digit code along with this " As soon as the documents are received, we will be able to proceed with the withdrawal request " ....unbelievable! I went to live chat and they confirmed once I do this again my account will be verified and withdrawal processed. I uploaded 5-6 more pictures of this until they finally accepted one showing both my full arms in the picture. So I withdraw again.

Here we go again 2-3 days later i get another email asking for this...

Dear Player,

To proceed with your withdrawal, please upload to your profile the bank statement from your online Bank with all incoming and outgoing transactions for the last 3 months visible.

Please also upload to your profile a document confirming the source of income of the funds used for making deposits.

Please upload documents in PDF file attached to the response to this email.

I told them over email i only just come back to Ireland so only had 2 months bank statements and pay slips. They said this was ok and to send it over so begrudgingly i did, i do not see why they think they have the right to see all my bank transfers but here we are.

three days later this email comes...

Dear Player,

We are reaching out regarding your account verification.

After the provided documents review we request you to send a complete statement for the Revolut account mentioned in the document. Also, please clarify the destination and purpose of the transactions marked as "############" in your bank statement.

Looking forward to hearing from you.

I could not believe they were asking me why I was sending my money places?! I told them the transfers questioned which I blurred out here are transfers to my savings account which is clear as it has my name on the transfer destination and that the Revolut in question is my friend to who I have sent money. None of these are around the date of my deposit to this casino it is so irrelevant to them, not to mention I used my crypto to deposit here.

They are now asking me to send my FRIENDS full Revolut statement to them LOL, not only have they done a full background check on me and my whole life they want to investigate my friend's bank account now too i can not believe it. Who do they think they are seriously?

I deposited 100 and won 850 so all this for 750 profit. Bear in mind after every email they say to me " As soon as the documents are received, we will be able to proceed with the withdrawal request ".

I hope someone can advise me on what to do here I just do not know. Asking for a friend's full bank statement because I sent her money is just insane. I just want my withdrawal and I'll never ever play here again. I have never had my private life interrogated like this ever in my life and you sure do not think a casino can ask for all this because you played and won.

Is all this justified? Every time I send in what they ask for they ask for more and more and more it is never-ending.

Asking me to send my friend private banking details? That is a massive overreach and feels like a serious data breach waiting to happen. I have not been comfortable with these strangers seeing my everyday spending on my own account and seeing my pay slips of what I earn let alone my friend who has nothing to do with this because I sent her some money. It does not seem lawful to me this.

Looking forward to your response to this.

Hello. I need help closing my account.

I have been struggling for some time and no one seems to do that, even more, they ignore me. My so called Vip manager, Kylie, ignores me, every time I ask him to terminate my account he offers me some free spins, like he don't even read what I want.

The support on the site says that they keep sending my request to the authorized department for a week now.

Please AskGamblers, help me to close my game account.

I have submitted my Photo ID, address verification, and banking information to the casino. They are repeatedly rejecting my banking information because they insist that my name, account, and deposit transaction be on the same page.

I have explained to them that it's impossible for me to obtain that. I've tried, my branch could not provide it for me and the Cibc head office in Toronto could not provide it.

The casino was given screenshots of my name and account number with the Cibc logo. And a screenshot of the transaction date and my account number on another screenshot.

They still will not accept so I don't know what else to do.

Thank you

Sue

Can you please contact the casino on my behalf? The won't close my account. Its as they don't take me seriously. I've contacted live chat more than 3 times pleading with them to close my account. I'm sure you could probably look at them.

I say politely I don't want an email back. I don't want any bonus. I just want my account closed. I cannot be part of a group that doesn't allow players to control their own limits. I've emailed support 3x no reply, I've asked VIP managers to close the account. Some times I'll get an email back saying here's 20 ten cent spins or something along those lines.

I really should be entitled to some compensation but I just want out . And I cannot believe this is the way they do business. Can you please help Askgamblers?

I am not very organized but I did save a chat log or an email. I need to close my accounts at bizzo and their partner national casino like 3 months or couple thousand ago.