Bizzo Casino - Igrač se suočava sa problemima povlačenja zbog ograničenja načina plaćanja.

I cannot withdraw my winning from casino account because withdrawal method is not available, exactly I made deposit with Mifinity wallet but it is not available as withdrawal method. I tried to get my cashout on crypto wallet but casino explained that : "Withdrawals to cryptocurrency are only available if the winnings were obtained from the previous deposit made via cryptocurrency. Otherwise, this method is not supported for payments. Please use another payment method to request a withdrawal." After I tried to withdraw amount to Skrill but casino asked to make minimal deposit with new payment method for verification. I tried to deposit with Skrill and Neteller but it turned out that for players from Brazil it is not possible to use both e-wallet as deposit method. I am stuck now and cannot withdraw my amount. There are more withdrawal methods in the casino, but physically, it is not possible to have accounts with all the methods listed there to see if any of them will work for withdrawal. I cannot do experiments. Please help me get through this issue.

Dear adilsonmodesto315,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Did you accumulate your winnings with or without an active bonus?
• Have you inquired with the casino about which alternative payment method to use for your verification deposit to withdraw your winnings?
• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Thank you for your response.

I will try to reply to your questions:

• Have you made any successful withdrawals before?

No, I didn't have any withdrawals before.

• Did you accumulate your winnings with or without an active bonus?

I deposited 200EUR and also received bonus of 90.

• Have you inquired with the casino about which alternative payment method to use for your verification deposit to withdraw your winnings?

To say truth I didn't get exact reply. They suggested to use any other available method. Skrill and Neteller

are available. I tried to withdraw to Skrill but casino rejected withdrawal and asked first to verify

withdrawal method. I tried to deposit from Skrill and Neteller but it appeared that for Brazil they don't

work. Maybe there is some technical issue. I am still waiting for casino to reply.

• Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I will send everything that I have.

Dear adilsonmodesto315, has the casino advised you to make a verification deposit using a payment method other than Skrill or Neteller, as these are not accepted for deposits in Brazil?

Dear Dominika

Please see the last reply from casino to my email below. I didn't get any suggestion from them.

"Dear Player,

We have forwarded your query to the dedicated team and we will be contacting you regarding this matter soon.

You will see all available payment methods when you make a withdrawal request. If Mifinity is available, you can request a withdrawal through it.

Thank you for your patience, and we hope you have a lovely day ahead!

Best regards,

Casino Support Team"

This email was sent on 11.10.24. Mifinity is still not available in withdrawal methods.

Thank you very much, adilsonmodesto315, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you adilsonmodesto315 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Bizzo Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

Hello,

Brazilian players can make deposits via both Skrill and Neteller. We can see that the player tried to withdraw winnings via Skrill, but the transaction failed. We recommend the player contact Skrill support to find out why, as there are no restrictions or blockages on our part. We hope that the issue will be resolved as soon as possible.

Thank you for the clarification Bizzo Casino representative.

Dear adilsonmodesto315, we will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello,

Please see the reply from Skrill support below.

Dear Peter,

I also forwarded the original email to your email address peter.c@casino.guru.

"Dear Adilson Modesto Victor Junior,Thank you for contacting the Skrill Help Team. 

We can confirm that there are no restrictions on the funds available in your Skrill balance from our side and they can be used for gaming and non-gaming merchants alike.

However there might be restrictions based on your country of registration set by the merchant due to internal policies of their own. For information regarding those, we recommend contacting the merchant directly.

For any other questions, we remain available. 

Kind regards,

Petar

Skrill Help Team"

Hello!

Our specialists have checked the request: transactions are either canceled or not completed, and there are no obstacles from the casino side. Please contact our support team; our team has already requested a screen recording of your deposit process. If you can contact the support team and provide this video, we can help you more quickly.

Thank you for your cooperation!

I still have the same situation with making deposits, Skrill also doesn't work for other gambling websites, and I think that it's due to the gaming regulations in Brazil.

I wonder if the casino doesn't know the regulations? I have a doubt that they are informed but just playing in order to got pay the winning back.

I deposited with Mifinity and cannot get my winning as Mifinity is not available in withdrawal methods.

Additionally, I've sent the screen recordings to the casino

Thank you to the both parties for the update. Please keep us informed about any new developments. Thank you!

Dear adilsonmodesto315,

We are sorry to hear that you had difficulties. We recommend trying an alternative withdrawal method. If you need further assistance or have any questions, please contact our support team - we are always ready to help.

Dear adilsonmodesto315, is there any other payment option available to you? Thank you in advance!

Dear Peter,

I made a deposit with Mifinity, won some money but I can not withdraw the winning to mifinity because its not available.

Caino told me to make a deposit with different method and claim a withdrawal: I made a dep with crypto and they stated this: "Withdrawals to cryptocurrency are only available if the winnings were obtained from the previous deposit made via cryptocurrency. Otherwise, this method is not supported for payments. Please use another payment method to request a withdrawal."

So what is my way to withdraw my money? Even if I will make a different deposit they will state the same.

I just want to return my balance to the same account (mifinity) that I used to make a deposit!!

Nothing is solved at the moment. As you know I had issue depositing with Skrill and now it is not available either in deposit and withdrawal methods anymore. Except crypto wallets there are also other methods but Neteller doesnt work like Skrill. I dont have accounts with other institutions but even if I open accounts with all of them I am not sure that they will work. The casino doesnt suggest or inform me which payment method will work for Brazil.

Thank you for the update adilsonmodesto315.

Dear Bizzo Casino, would it be possible to make an exception in the player's situation so he could be allowed to withdraw through cryptocurrency for example? Let us know what can be done in this situation. Thank you in advance!

Dear adilsonmodesto315,

Unfortunately, Skrill is no longer available for your region. We recommend that you consider any alternative fiat payment systems available on our platform.

Please contact our support team if you need help choosing the right method for you. We are always ready to help!

Hello,

Casino support replied that I can use any available method for me. I have Neteller e-wallet account. In my profile it is available for both deposit and withdrawal but I cannot deposit with it. There is the same issue as with Skrill.

I am trying to find solution and use PIX. Will let you know if I can deposit with it.

Dear adilsonmodesto315,

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.

Dear Peter,

I am still trying to deposit using PIX but it doesn#t work for me either.

I kindly ask the casino to let me withdraw my amount using crypto wallet as an exception, please.

It is not my fault that deposit and withdrawals are not working or are not available anymore.

Depositing with crypto wallet I didnt have any issue.

Thank you for the update adilsonmodesto315.

Dear Bizzo Casino, would it be possible to make an exception in the player's situation so he could be allowed to withdraw through other payment methods? Let us know what can be done in this situation. Thank you in advance!

Hello adilsonmodesto315,

We can see that you tried twice to withdraw funds exclusively via cryptocurrency, but the attempts were unsuccessful due to the previously mentioned reasons.

We recommend that you try to withdraw funds to a bank card. Also, when withdrawing to a bank account, additional documents for confirmation may be requested.

If you need help, please let us know!

Dear adilsonmodesto315,

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.