Bizzo Casino - Рахунок гравця закрито з конфіскацією коштів.

Dear Casino Guru, the problem I'm facing is with Bizzo. A long time ago, I created an account using different information from my real details, thinking I was setting up a temporary player profile since I'm not familiar with these processes. Just a few days ago, I started playing by logging into this account and spent 💯 euros. While browsing the menu, I noticed that the personal information fields, such as name, address, and date of birth, contained the details I had originally input, thinking it was a temporary player profile.

Immediately, I contacted a support representative via live chat and requested a correction of the information. The representative informed me that they sent an urgent email to the relevant department about making the changes. Meanwhile, after multiple deposits, I reached a balance of 150 euros. When I asked, they assured me there wouldn't be any issue, advising me to wait for a response. However, every time I attempted a withdrawal, it was rejected. I uploaded my card information, address details, ID, and license with my correct details. They then sent an email asking me to explain why the details uploaded differed from those on the account I had set up.

I explained via email that I had initially thought I was creating a temporary profile and later uploaded the correct documents. Today, they closed my account along with my funds. Please, help me reclaim my money.

I did not deceive them as they claim. I informed them immediately. I would not have played if I had known such an issue existed.

I'd also like to mention that I have screenshots.

Αγαπητέ cazino guru το πρόβλημα μου είναι με το bizzo πριν από πολύ καιρό είχα διημουργησει ένα λογαριασμό βάζοντας διαφορετικά στοιχεία από κανονικά μου νομίζοντας ότι διημουργω πρόχειρο προφίλ παίκτη μιας και είμαι άσχετη προχτές άρχισα να παίζω συνδεοντας σε αυτόν τον λογαριασμό και παίζοντας 💯 ευρώ όταν έψαχνα μενού είδα ότι στα στοιχεία λογαριασμού προσωπικά όνομα επίθετο διεύθυνση χρονολογία καταχωρήθηκαν τα στοιχεία που έβαλα νομίζοντας ότι ήταν πρόχειρο προφίλ παίκτη

Αμέσως στο live συνομίλησα με υπάλληλο και ζήτησα διόρθωση στοιχείων μου είπε ότι έστειλε email επείγον υπηρεσία για αλλαγή παράλληλα έφθασα ύστερα από πολλές καταθέσεις σε ένα ποσό 150 που ρωτώντας τον μου είπε δεν θα υπάρχει πρόβλημα να περιμένω απάντηση και συνέχεια μου απορριπτανε ανάληψη τους ανέβασα κάρτα στοιχεία διεύθυνσης ταυτότητα δίπλωμα με κανονικά μου στοιχεία και μου στείλανε email να τους εξηγήσω λόγο γιατί στοιχεία που ανεβάζω είναι διαφορετικά από λογαριασμό που έκανα και τους εξήγησα και email ότι νόμιζα ότι διημουργω πρόχειρο προφίλ και ότι μετά ανεβάζω έγγραφα κανονικά και σήμερα μου κλείσανε λογαριασμό και τα λεφτά μου σε παρακαλώ βοήθησε με να πάρω λεφτά μου

Δεν τους εξαπάτησα όπως λένε τους ενημέρωσα κατευθείαν δεν θα έπαιζα εάν ήξερα ότι υπάρχει τέτοιο πρόβλημα

Να αναφέρω ότι έχω στιγμιότυπα

Dear evabozane,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please bear in mind that it's the player's responsibility to make sure all the personal information is correct when they create an account in the casino. I checked the General T&Cs and I found this:

8. ANTI-FRAUD POLICY:

The Company has a strict anti-fraud policy. If the player is suspected of fraudulent actions including but not limited to:

...

providing incorrect personal data during registration;

...

The Company reserves the right to terminate the user account and suspend all payouts to the player. This decision is at the sole discretion of the Company and the player will not be notified or informed about the reasons for such actions. The Company also reserves the right to inform the regulatory bodies of such fraudulent actions performed by the player. 

I'm sorry but providing incorrect identity information when filling out your casino profile is strictly against the Terms and Conditions, no matter what your intentions were. Since you breached this rule by entering the wrong personal details, we are unable to assist you. It is the player's responsibility to submit complete and accurate personal information that the casino can verify and the casino is not obliged to change your profile under these circumstances. I cannot imagine a scenario in which any casino would be so kind and understanding as to change your information and let you use your account.

Please, let me know if there is anything else I can help you with, otherwise, I will be forced to close this complaint

Thank you for your understanding.

Best regards,

Kristina

I have snapshots of the whole case that I wasn't cheating

Έχω στιγμαιοτυπα με όλη την περίπτωση ότι δεν είχα δόλο

Thank you for your reply, evabozane. But you were. Maybe you didn't cheat while playing games, but you cheated by providing false information. The casino acted in compliance with their General T&Cs and your account was rightfully closed. I apologize, but there really isn't anything we can do at this point and no proof can change our standpoint. I can only recommend that you always use correct, complete, and up-to-date personal information when creating an account to avoid a similar situation in the future.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.