Bizzo Casino - Igrač se suočava sa ograničenom isplatom nakon što ispuni uslove za bonus.

On 11/18/24, I received an offer of free spins as per the attachment, which gave me a bonus of 38 euros. After that, I received another email informing me of the bonus balance available and the conditions to convert it into real money. The condition was to accumulate bets amounting to 1,550 euros using this 38 euro bonus balance. I reached the required accumulated balance with a total of 390 euros; however, after reaching this, the real value was only 50 euros. When I reached out to chat, they confirmed that I hit the target but limited the payout to 50 euros. Is this fair? Did I just waste nearly 24 hours with psychological stress and frustration, only to not receive the full accumulated amount of an almost impossible goal? I am counting on Guru's support to help resolve this issue which has caused me both psychological and moral harm due to the solution presented.

No dia 18/11/24 recebi uma oferta de rodadas grátis conforme anexo, com essas rodadas recebi um bônus no valor de 38 euros, após isso recebi um outro e-mail informando o saldo em bônus disponível e as condições de torná-lo real. A condição seria acumular em apostas um montante de 1.550 euros com esse saldo de 38 de bônus. Atingi o saldo acumulado necessário com um total de 390 euros, após atingir o valor real foi de 50 euros, ao procurar o chat os mesmos confirmam que atingi a meta porém limitam o valor de 50 euros para pagamento. Isso é justo ? Perdi quase 24horas com danos psicológicos e nervosismos para não receber o valor acumulado de uma meta praticamente impossível ? Conto com o apoio do Guru para me ajudar a solucionar o caso que me gera danos psicológicos e morais com a solução apresentada.

Dear henryqueabf,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bizzo Casino. I have checked the bonus policy of the casino and found this:

1b. The maximum win restriction persists after the completion of the wagering requirement. The maximum you will ever be able to withdraw from playing for the funds associated with a no-deposit bonus is 50 EUR, 50 USD, 75 AUD, 100 BGN. 300 BRL, 75 CAD, 50 CHF, 45 000 CLP, 1300 CZK, 17 000 HUF, 4300 INR, 6000 JPY, 250 MYR, 500 NOK, 75 NZD, 200 PEN, 200 PLN, 1 300 000 VND, 70 000 KRW. To submit a withdrawal request, the account must be fully verified and a minimum deposit must be made.

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Tomas

Dear henryqueabf,

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.

It's absurd to demand an extreme amount of bets and not receive the winnings.

Isso é um absurdo exigir atingir um valor extremo de apostas e não receber o acumulado.

Dear henryqueabf,

Please understand that bonuses offered by the casino come with disadvantages. Although bonuses allow you to play more and give you more opportunities to win, they also are often limited in key ways, most often:

1. which games you can play, (restricted games)
2. wagering requirements,
3. how much you can bet in a single bet, (max bet)
4. how much you can cash out, (max cashout)
5. they require you to make prior deposits without bonuses

Limitations tend to be stricter for no-deposit bonuses compared to deposit bonuses.

If you don't wish to be limited by these factors, but still want to play in online casinos, opting out of receiving bonuses might be a better choice for you.

After gathering the necessary information, unfortunately, we can't assist you further and the complaint will be rejected as unjustified. 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.