Bizzo Casino - Spillerens gevinster er forsinkede på grund af en overskridelse af den maksimale indsats.

I received a €25 bonus at Bizzo Casino through my VIP advisor, which I confirmed via email. I've earned over €4,400 from this bonus.

I was then asked to verify my identity – ID, address, bank details, credit card – and submitted everything correctly and completely. After days of waiting and countless emails with support and the VIP advisor, I was suddenly informed that I had violated the bonus terms and conditions because I had allegedly played with stakes over €5.

That's not true. I only bought free spins, and the highest bet was €1.40 per spin – well below the limit. They're clearly trying to prevent withdrawals.

I regularly deposited between €200 and €300 a month, was a loyal customer, and now, when I've had my luck, they're withholding my winnings. To me, this is pure rip-off.

Ich habe bei Bizzo Casino über meine VIP-Beraterin einen 25 € Bonus erhalten, den ich per E-Mail bestätigt habe. Aus diesem Bonus habe ich über 4.400 € Gewinn erzielt.

Daraufhin wurde ich zur Verifizierung aufgefordert – Ausweis, Adresse, Bankverbindung, Kreditkarte – alles wurde korrekt und vollständig eingereicht. Nach tagelangem Warten und unzähligen E-Mails mit dem Support und der VIP-Beraterin wurde mir plötzlich mitgeteilt, ich hätte gegen die Bonusbedingungen verstoßen, weil ich angeblich mit über 5 € Einsätzen gespielt hätte.

Das stimmt nicht. Ich habe ausschließlich Freispiele gekauft, der höchste Einsatz lag bei 1,40 € pro Spin – also klar unter dem Limit. Man will ganz offensichtlich die Auszahlung verhindern.

Ich habe regelmäßig zwischen 200–300 € monatlich eingezahlt, war loyaler Kunde, und jetzt, wo ich einmal Glück hatte, wird mir der Gewinn vorenthalten. Für mich ist das reine Abzocke.

Dear Mudii994,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and I found this:

1e. The maximum bet with an active casino bonus is 5 EUR (5 USD/20 PLN). (Unless stated otherwise in special terms for the bonus). Purchasing any game features (including but not limited to respins) will add to your bet amount. If the player exceeds the maximum bet when the bonus is active, Bizzo Casino reserves the right to confiscate the winnings. If the currency of your account is not specified - the maximum bet amount is equivalent to 5 euros in your currency.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

There are currently a lot of discrepancies. This isn't a regular bonus that I received as part of a deposit—if you know what I mean. I received this bonus directly from a VIP advisor and had to confirm it via email beforehand. I then activated it on the website. This is probably why the terms and conditions here are different than for regular deposit bonuses.

I had previously complained to your customer service, stating that I hadn't made any winnings for a very long time despite making continuous deposits. Shortly after receiving this special bonus—which, as I said, I had to confirm separately—I was able to record my first profit again. However, it was precisely at that moment that the current problems began, which I find extremely contradictory and incomprehensible.

Es gibt aktuell viele Unstimmigkeiten. Dabei handelt es sich nicht um einen regulären Bonus, den ich im Rahmen einer Einzahlung erhalten habe – falls Sie verstehen, was ich meine. Diesen Bonus habe ich direkt von einer VIP-Beraterin erhalten und musste ihn zuvor per E-Mail bestätigen. Anschließend habe ich ihn zusätzlich auf der Website aktiviert. Aus diesem Grund gelten hier vermutlich andere Bedingungen als bei herkömmlichen Einzahlungsboni.

Ich hatte mich bereits zuvor bei Ihrem Kundenservice beschwert und mitgeteilt, dass ich über einen sehr langen Zeitraum trotz fortlaufender Einzahlungen keinerlei Gewinne erzielt habe. Kurz nachdem ich diesen speziellen Bonus erhalten habe – den ich, wie gesagt, separat bestätigen musste – konnte ich erstmals wieder einen Gewinn verzeichnen. Genau ab diesem Moment begannen allerdings auch die aktuellen Probleme, was ich als äußerst widersprüchlich und nicht nachvollziehbar empfinde.

Could you please forward me the email with the bonus offer, so we can check whether any specific rules regarding the maximum allowed bet are mentioned?

If there’s no mention of a maximum bet in the bonus offer, the general bonus terms and conditions will apply.

Dear Mudii994,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru