Bizzo Casino - 광범위한 확인 요구 사항으로 인해 플레이어의 출금이 지연되었습니다.

I deposited around €600 in the casino using cryptocurrency. Later, when I tried to withdraw my winnings, I was asked to complete KYC.

I uploaded images of my ID card, an address proof, and a picture of my wallet as proof of payment.

After that, they asked for a bank statement showing my income. Since I am currently not employed and live off my savings and my company’s profit distributions, I sent bank statements from one of my accounts where I transfer money from my savings each month. All expenses were redacted.

They did not accept this. They asked for a payslip. I explained again that I do not have a payslip because I do not receive one. I then sent statements from another account where my company’s profit shares are paid, completely unredacted.

Now they want shareholder agreements to prove that the money truly belongs to me. I do not want and cannot do this because I am only a business partner, and my partners would never agree to me sending confidential documents to a casino. It is simply none of their business.

I explained to the support team that I am currently not employed. Why should I have to completely expose myself just to have a bit of fun in a casino? This is unreasonable.

Ich habe bei dem Casino mit Kryptowährung rund 600€ eingezahlt. Als ich dann später meine Gewinne auszahlen lassen wollte, wurde das KYC angefragt.

Ich habe Bilder von meinem Personalausweis, einen Adressnachweis und ein Bild meiner Wallet, als Zahlungsnachweis hochgeladen.

Danach wollten sie von mir einen Kontoauszug haben, wo meine Einnahmen zu sehen sind. Da ich aktuell nicht arbeite, sondern nur von meinen Ersparnissen und meinen Gewinnausschüttungen meiner Firma lebe, habe ich Kontoauszüge von einem meiner Konten geschickt, wo ich mir jeden Monat Geld von meinen Ersparnissen überweise. Alles Ausgaben wurde geschwärzt.

Das haben Sie nicht akzeptiert. Ich solle einen Gehaltsnachweis bringen. Ich habe nochmal erklärt, dass ich aktuell keinen Gehaltsnachweis habe, da ich keinen bekomme. Ich habe dann nochmal von einem anderen Konto, wo meine Gewinnbeteiligung meiner Firma ausgezahlt wird geschickt, komplett ungeschwärzt.

Jetzt soll ich Gesellschafterverträge schicken, wo hervor geht, dass das Geld mir wirklich zu steht. Das will und kann ich nicht machen, da ich nur Teilhaber der Firma bin und meine Partner das niemals akzeptieren würden, wenn ich vertrauliche Unterlagen an ein Casino schicke. Das geht die schlichtweg nichts an.

Ich habe dem Support erklärt, dass ich aktuell keiner geregelten Arbeit nach gehe. Wieso soll ich mich für ein bisschen Spaß im Casino hier komplett nackig machen. Das steht in keinem Verhältnis.

Hello svenvolkel375,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Bizzo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

I uploaded the first documents on June 25th when I registered. On July 22nd I uploaded proof of my crypto wallet, 2 days after I deposited money. This proof was rejected because it was irrelevant.

I also received the first email on July 22nd, asking me to send a bank statement. On July 24th, I sent the first statements. All expenses were blacked out on the statement, but all deposits were not. These statements showed my payments from my savings. These were rejected. On July 26th, I sent statements from my account, where my profits from a company investment are transferred, this time completely unblacked out.

On July 29, I received an email asking me to disclose contracts that regulate the payout of profit shares and bank statements from the company where the payments are made to me.

I haven't responded since July 29th.

Die ersten Dokumente habe ich am 25.06. mit meiner Registrierung hochgeladen. Am 22.07. habe ich den Nachweis meiner Kryptowallet hochgeladen. 2 Tage, nachdem ich eingezahlt hatte. Dieser Nachweis wurde abgelehnt, da er irrelevant sei.

Die erste Mail, dass ich einen Bankauszug schicken soll, habe ich ebenso am 22.07. bekommen. Am 24.07. habe ich dann die ersten Auszüge geschickt. Alle Ausgaben waren auf dem Auszug geschwärzt, alle Einzahlungen aber nicht. Diese Auszüge belegten meine Zahlungen aus den Ersparnissen. Diese wurden abgelehnt. Ich habe am 26.07. von meinem Konto, wo meine Gewinne aus einer Firmenbeteiligung überwiesen werden, Auszüge geschickt, diesmal komplett ungeschwärzt.

Am 29.07. bekam ich eine Mail, dass ich Verträge offenlegen soll, wo die Auszahlungen der Gewinnanteile geregelt wird bzw. Kontoauszüge der Firma, wo die Zahlungen an mich gehen.

Seit dem 29.07. habe ich nicht mehr geantwortet.

Hello svenvolkel375,

Isn't there any document which would prove that you are a shareholder and the income comes from that, without any other parties to be involved?

There is a partnership agreement in which all partners and their shares are listed. This agreement contains nothing other than my share in percentage terms. The fact that payments are made is also not mentioned in a partnership agreement. Such things are normally accounted for internally in the company via the balance sheet.

The name of the company and the names of the shareholders are nobody's business. This is my private pleasure. I don't want this data to end up on the Internet at some point and then it will be said that person XY from company Z is playing in online casinos.

These are internal company documents that I am not allowed to publish and will not publish without the consent of the other shareholders.

If I publish the document, what happens next? Should I send my tax return so the casino can check that I am paying my taxes?

Es gibt einen Gesellschaftervertrag wo alle Gesellschafter und ihre Anteile eingetragen sind. In diesem Vertrag steht außer meinem Anteil in Prozenten nichts. Das Auszahlungen getätigt werden, steht auch nicht in einem Gesellschaftervertrag. Sowas wird Firmeninternt normal über die Bilanz verrechnet.

Den Name der Firma und die Namen der Gesellschafter gehen niemanden etwas an. Das hier ist mein privates Vergnügen. Ich habe keine Lust, dass diese Daten vielleicht irgendwan im Internet landen und es dann heißt, Person XY von Firma Z spielt im Internet Casinos.

Das sind firmeninterne Dokumente, die ich ohne Zustimmung der anderen Gesellschafter gar nicht veröffentlichen darf und auch nicht werde.

Wenn ich das Dokument veröffentliche, was kommt denn dann als nächstes? Soll ich meine Steuererklärung schicken, damit das Casino schauen kann, ob ich brav meine Steuern bezahle?

Hello svenvolkel375,

Actually it would not be a bad idea. Many casinos ask tax return documents as a proof for income and it is a common requirement in almost every casino.

Would it be possible to forward the communication between you and the casino to nikolas.b@casino.guru before we would try to get in touch with them?

I will definitely not publish my tax return. Do you actually know what you are asking me to do? I should strip completely naked? I should disclose all my assets just for a profit of €400?

I brought two proofs of my income. How many do I need for them to believe me?

Regarding the redirect: If it helps solve the problem, why not.

Ich werde mit Sicherheit nicht meine Steuererklärung veröffentlichen. Seid ihr euch eigentlich bewusst, was ihr da verlangt? Ich soll mich komplett nackig machen? Ich soll meine gesamten Vermögenswerten offen legen nur wegen 400€ Gewinn?

Ich habe 2 Nachweise meiner Einnahmen gebracht. Wieviele sind den nötig, damit die mir glauben?

Zu der Weiterleitung: Wenn es der Lösung des Problems förderlich ist, warum nicht.

Dear svenvolkel375,

We will try to reach the casino to find a solution for the verification. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, svenvolkel375,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. However, it is common for online casinos to accept funds from personal accounts, which have to be fully verified, and there are many casinos which require proof of income - funds deposited to the casino. If they have doubts about the origin of the deposited funds (which may get them into big trouble if there is a suspicion about the legality of deposited funds), how would you please imagine proving the source of funds you deposited to the casino? Since we are not talking about an "anonymous" casino, they have the right to ask you for additional documents upon KYC/verification, so it is understandable that if they need to verify the source of funds, there are not many ways how to do it. As it is nothing special or unusual, I would say it was necessary to think about it earlier than making deposits this way, or at least to ask the casino customer support about it.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Bizzo Casino team,

Could you please look into the player's issue and provide us with possible solutions if he would not like to disclose the very sensitive documents/details he referred to above? Is there any option to do it in a way that he would not have to provide complete information about other persons/a company, which is basically unimportant for the casino and the deposits he made to the casino? Since we are not talking about a significant or high amount he deposited, would it be possible to somehow "simplify" it?

Hello!

Let us explain the current situation. A player was suspected of misusing bonuses. He has provided us with POW, SOF, and selfies. However, since the 29th of July, we have been waiting for additional confirmation that he is receiving dividends and signed agreements for his share in the company. Unfortunately, he has refused to provide these documents and said he has filed a complaint with CasinoGuru.

As soon as we receive all the necessary confirmations and documents proving that the funds are clean, we will promptly resolve his situation.

Thank you for your understanding and patience.

I was not suspected of abusing any bonuses. I never received any notification about it. After I had fulfilled all the bonus conditions, I requested a withdrawal as normal. I was already verified.

Bizzo Casino just kept wanting new documents or didn't accept the ones that were sent. I don't know why it's so hard to accept that there are people who are private individuals and just live off their savings.

But apparently I can send whatever I want and it won't be accepted. I've sent several statements. How transparent should I be? You don't need to tell me that this is about money laundering. The casino is just hoping that they don't have to pay.

Ich wurde überhaupt nicht verdächtigt, irgendwelche Boni missbraucht zu haben. Ich habe dazu nie irgendeine Meldung bekommen. Ich habe, nachdem ich alle Bonusbedingungen erfüllt habe, ganz normal eine Auszahlung beantragt. Da war ich bereits verfiziert.

Bizzo Casino wollte nur immer neue Dokumente haben bzw. haben die geschickten nicht akzeptiert. Ich weiß nicht, warum das so schwer ist zu akzeptieren, dass es Leute gibt, die als Privatier unterwegs sind und einfach von ihren Ersparnissen leben.

Ich kann aber scheinbar schicken was ich will, es wird nicht aktzeptiert. Ich habe mehrere Auszüge geschickt. Wie gläsern soll ich werden? Ihr braucht mir auch nix davon erzählen, dass es hier um Geldwäsche geht. Das Casino hofft einfach, dass sie nicht zahlen müssen.

Dear Bizzo Casino Team,

Thank you for your response and explanation.

However, if he provided POW and SOF, why would the casino need additional confirmation that he is receiving dividends and signed agreements for his share in the company?

In addition, can you please look at my previous post once again and answer my questions? I am afraid they have not been answered completely/sufficiently at all.

Hello!

Thank you for your understanding and patience. We realize that requesting documents can be inconvenient, but it is an important measure to ensure transparency and security in our casino, in this case, it cannot be avoided.

Documents are required to verify the legitimacy of the funds used in the game. It is our responsibility to make sure that the funds are not linked to illegal activity. These measures are in line with our internal policies and legal requirements.

We ensure that all data provided is strictly protected and used only as part of the verification process. We value security and comply with all privacy regulations.

Under our policies and GDPR requirements, we are authorized to request documents that are necessary to verify the source of funds. If all documents are provided, we can promptly proceed with the player's account.

Thank you for your co-operation and willingness to assist in this process. Should you have any further questions or require assistance, please do not hesitate to contact us.

Thank you for the additional information, Bizzo Casino Team.

However, if the user is not allowed to share such document, he could breach the document's/contract's conditions by providing it to a 3rd party. As I asked more than 2 weeks ago - Is there any option to do it in a way that he would not have to provide complete information about other persons, which is basically unimportant for the casino and the deposits he made to the casino?

Would the casino be able to accept a document if some unimportant parts (sensitive details regarding other persons) are covered/hidden?

Of course, I understand that the user's complete name/surname/other personal details, the company details, and the subject/content of the document should be clearly shown there.

Hello!

We strictly comply with international anti-money laundering regulations and expect the player to provide all necessary documents to confirm the legality of his actions. Unfortunately, we will not be able to accept documents with covered/hidden data, as this will make it difficult to verify and make it impossible to ensure that the scheme does not involve other individuals or shareholders acting in concert with the player.

Our platform adheres to the principles of fair play and transparency. We believe that compliance with these rules helps to protect the interests of all participants and maintain confidence in the system. We are always ready to help and provide all the necessary support to make the verification process as fast and convenient for the player as possible.

Thank you for your understanding and co-operation!

Alright, thank you for the additional clarification.

Dear svenvolkel375,

The casino also has to comply with laws and regulations and is subject to GDPR, etc., they are basically not allowed to share any players' documents with anyone or any 3rd party, because they would be breaking the law. Are you please able to simply provide them with the requested?

As was indicated earlier, users are obliged to prove the source of the income or the deposited money. So, if you used your savings for deposits, I cannot see any other option on how to prove the legality of the deposited funds and complete the KYC than to provide the casino with the requested.

To date, Bizzo Casino has not made it clear what kind of documents they want. I cannot and will not send any internal business documents.

If I were to receive a normal salary, would I have to send the company my employment contract and bank statements to prove that the money was actually sent from there?

I want to have a clear statement about what type of document I should send.

Bizzo-Casino hat sich bis heute nicht klar geäußert, welche Art von Dokumente sie wollen. Ich kann und werde keine internen Geschäftsunterlagen schicken.

Wenn ich ein normales Gehalt bekommen würde, müsste ich dann vor der Firma auch meinen Arbeitsvertrag und die Kontoauszüge von der Firma schicken, die belegen, dass das Geld von dort auch wirklich geschickt wurde?

Ich will eine eindeutige Aussage habe, welche Art von Dokument ich schicken soll.

Yes, svenvolkel375, it is common for online casinos to request bank statements and payslips upon KYC.

Alright, let's find it out and move somewhere.

Dear Bizzo Casino Team,

Can you please provide us with the list of all documents that the casino requires from the player to complete his KYC/verification and what they should contain + any special instructions/conditions if there are any?

Thank you.

Hello Branislav, we are currently clarifying all the necessary information and will reach out to you soon with a full response. Thank you for your patience and understanding! We are doing our best to help with this situation immediately.

Hello!

Several documents can be used to confirm receipt of dividends due to ownership of a share in a company:

An extract from the register of shareholders or members of the company. This document confirms that the player owns a share in the company or shares.

A resolution of the general meeting of participants or shareholders on the payment of dividends. The minutes of the meeting can serve as proof that the player is entitled to receive dividends.

Documents confirming the actual payment of dividends:

Bank account statement. If the dividends were transferred to the player's bank account, the bank statement will be a document confirming the fact of receiving dividends.

Tax return. The tax return may show that the player received dividend income and, if it is taxable, will also reflect the withholding of the relevant tax.

Please provide the necessary documents to resolve this situation. We look forward to receiving them so that we can help you as soon as possible. Thank you for your understanding!

Thank you very much, Bizzo Casino Team, for your response and clarification.

Dear svenvolkel375,

Can you please check the list of acceptable documents to prove the source of funds and inform us which ones you are able to provide and when?

Thank you, Looking forward to hearing from you.

From which dividends? I have both my company shares and my stock dividends.

Also, I still don't know if I have to send all these documents or if one is enough.

There are no minutes of any general meeting. This is a limited liability company and not a stock corporation. I will not send a tax return either, as it is none of anyone's business and is also from last year and in my opinion has no significance anyway.

So the only thing left is the bank statement. And it's still not clear whether I should send a bank statement from me (which I've already sent) or from the company.

Von welchen Dividenden? Ich habe ja sowohl meine Firmenanteile als auch meine Aktiendividenden.

Außerdem weiß ich jetzt immer noch nicht, ob ich all diese Dokumente schicken muss oder ob ein einziges reicht.

Irgendein Protokoll einer Hauptversammlung gibt es nicht. Es handelt sich hier um eine GmbH und nicht um eine Aktiengesellschaft. Steuererklärung werde ich auch nicht schicken, da die niemanden was angeht und die außerdem aus dem letzten Jahr ist und in meinen Augen eh keine Aussagekraft hat.

Somit bleibt nur noch der Kontoauszug. Und da geht jetzt immer noch nicht klar hervor, ob ich einen Kontoauszug von mir schicken soll (den ich schon geschickt habe) oder von der Firma.

Dear svenvolkel375!

As mentioned by our support team, to further process your enquiry we will need proof that you have received dividends from the company. 

Please provide copies of relevant documents such as dividend statements or contractual agreements. Any documents that can indicate that you have received funds will also be suitable. 

This information is necessary to complete the audit. Thank you for your co-operation!

Is a bank statement from the company showing only the dividend payment to me sufficient? Everything else would be blacked out.

Does the company name have to be visible?

Reicht ein Kontoauszug der Firma, wo nur die Dividentenzahlung an mich zu sehen ist? Alles andere wäre geschwärzt.

Muss der Name der Firma sichtbar sein?

Greetings all,

Thank you for your replies.

Just switching the timer to the Bizzo Casino Team, waiting for their response.

Hello,

Yes, the company's name should be visible. This is necessary to understand which organization your involvement is linked to, and proof of your shareholder status is also required.

Please submit the document through the support team and contact them with any queries regarding this. There is a highly trained staff there to assist you with your inquiry. And if there are any difficulties, don't hesitate to contact us here; we will solve everything.

Why are my questions only half answered? I also asked whether it is enough if the dividend payment is visible and the remaining entries are blacked out.

Wieso werden meine Fragen immer nur halb beantwortet? Ich habe ebenso gefragt, ob es reicht, wenn die Dividendenzahlung sichtbar ist und die restlichen Buchungen geschwärzt sind.

Bizzo Casino Team?

Dear svenvolkel375,

As we mentioned earlier, you should contact our support team. Since we, as casino representatives, are not in the process of accepting documents. By contacting the support team directly, you will be able to get detailed answers to all your questions and your case will be solved much faster and more efficiently. Please contact the support team for a faster resolution of your issue. Thank you for your understanding!

Dear svenvolkel375,

Can you please contact the casino's support and try to solve it with them directly?

I am not sure about hiding any details from bank statements but from our experience, online casinos do not like edited documents, and it is industry standard that they accept only original/unedited documents. Since they are bound by the Privacy Policy and other regulations regarding the data sharing policy, I would simply provide the casino with the original unedited documents showing from where the funds deposited to the casino came to your account. They basically do not care about anything else besides transactions related to the casino itself (unless you do not have any other account(s) at the casino and your documents could link them, which I sincerely hope is not the case here).

Feel free to inform us about any progress.

Thank you. Looking forward to hearing from you.

We are going around in circles.

I understand that I am not allowed to send any of my personal bank statements with redacted information. I want to know whether the bank statement of the company that pays me the dividends, which has absolutely nothing to do with this case, has to send completely unredacted bank statements or whether only the one dividend payment has to be visible.

Again: I will not publish any internal company documents. This includes bank statements with customer bookings, which cannot be sent in Germany for data protection reasons.

Why can't anyone give me an answer to this simple question?

Wir drehen uns im Kreis.

Ich habe verstanden, dass ich keine persönlichen Kontoauszüge von mir geschwärzt schicken darf. Ich will wissen, ob der Kontoauszug der Firma, die mir die Dividenden auszahlt, die mit diesem Fall hier rein gar nichts zu tun hat, völlig ungeschwärzte Kontoauszüge schicken muss oder nur die eine Dividendenzahlung sichtbar sein muss.

Nochmal: Ich werde keine Firmeninternen Dokumente veröffentlichen. Dazu zählen genaus Kontoauszüge mit Buchungen von Kunden, die aus Datenschutzgründen in Deutschland gar nicht verschickt werden dürfen.

Wieso kann man mir auf diese einfache Frage keine Antwort geben?

Attached is a screenshot of my request to support. My question was not addressed at all.

Anbei ein Screenshot von meiner Anfrage beim Support. Es wird überhaupt nicht auf meine Frage eingegangen.

Dear svenvolkel375,

I am sorry for the delay.

So try to simply provide them with the requested document but with the parts in question hidden/covered up, and wait for their decision whether it can be accepted or not.

Feel free to let us know once you try it and receive a response from the casino regarding the provided document(s).

Dear Bizzo Casino Team,

Although you mentioned that you are not in the process of accepting documents, in the screenshot from the complainant, you can see that the casino's Customer Support did not help him much nor answer his clear questions sufficiently. Therefore, since in this complaint resolution process you are the one who represents the casino, you should be able to connect with the responsible casino team and find out this information for the player.

Can you please contact the relevant casino team and provide the user with a clear answer to his question regarding the company's document and hiding sensitive details in it? Would the casino be able to accept such a document if there is let's say the company's name/details and only the payment(s)/dividend(s) paid to the user's payment method visible in the document?

It would be highly appreciated if we have clear answers and could finally move somewhere forward here.

Thank you.

Hello!

To finalize this issue, you will need a document confirming the dividend income, where the company and the recipient are clearly stated. Please ensure that all details are visible and legible.

We look forward to receiving the necessary documents and are ready to complete the case promptly.

@ Casino Guru...

You see that Bizzo Casino is again not responding to my request, which is about sensitive data that has nothing to do with dividends. I still don't know if I can black this out or not.

They always send the same meaningless phrases.

@ Casino Guru...

Sie sehen, dass Bizzo Casino wieder nicht auf meine Anfrage eingeht, was mit sensiblen Daten ist, die nichts mit den Dividenden zu tun haben. Ich weiß immer noch nicht, ob ich diese schwärzen darf oder nicht.

Man schickt hier immer nur die selben nichtssagenden Phrasen.

Dear svenvolkel375,

Can you please simply provide the casino with the requested document covering up details that are too sensitive according to you, wait for their response, and inform us once they reply? Make sure that the most important details (that the casino needs) are visible in the document.

If that is not a problem, feel free to also forward it to my email (branislav.b@casino.guru) so we can review it once the casino provides you with an update.

Thank you.

Dear svenvolkel375,

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.

I will send a redacted document next week. I will report back here then.

Ich werde nächste Woche ein geschwärztes Dokument schicken. Ich melde mich dann hier wieder.

Great, thank you for letting us know.

Feel free to inform us about any progress or updates.

Looking forward to hearing from you.

The document was sent. All entries except the dividend payment were blacked out. Now I'm curious to see the result.

Dokument wurde verschickt. Alle Buchungen, bis auf die Dividendenzahlung wurde geschwärzt. Jetzt bin ich auf das Ergebnis gespannt.

Great, svenvolkel375. Thank you for the confirmation.

Let's try to speed up the process a bit and ask the casino representative to help us.

Dear Bizzo Casino Team,

Can you please inform us about any progress or updates regarding the user's KYC/verification?

Is the last provided document(s) from the player enough to confirm his deposits/source of funds? If not, what else is needed?

Thank you.