Bizzo Casino - 플레이어의 상금은 압수되었습니다.

I would like to submit a complaint regarding Bizzo Casino’s decision to confiscate my entire balance.

According to the casino, the rule violation (exceeding the maximum bet while playing with an active bonus) happened on 5 August 2025 during the "Unlimit 60" bonus.

The attached game history file clearly shows that the higher-than-allowed bets (such as 750 HUF, 1000 HUF, 1500 HUF, 2000 HUF and 47 600 HUF) were all placed on this date. I acknowledge this mistake.

However, my issue is not with the existence of the rule, but with how the casino handled the situation afterward.

After the violation on 5 August, the casino allowed me to continue playing:

on 6 August 2025,

and 7 August 2025,

using completely normal, compliant bet sizes.

During these two days, I won approximately 400,000 HUF through fully legal gameplay.

I received no warning, no notification, no pop-up, and no restriction of any kind.

The casino allowed two more full days of gameplay, and only on 8 August 2025 I discovered that my entire balance had been confiscated, including the winnings earned with compliant bets on 6–7 August.

I believe this decision is disproportionate and unfair.

I contacted the casino and asked for a reasonable resolution:

to void only the winnings from the violating day (5 August), or

to find a compromise.

They refused completely.

Why I consider the casino’s action unfair:

The violation occurred only on 5 August 2025.

All winnings from 6–7 August were obtained with fully compliant bet sizes.

The casino let me continue playing for two more days without any warning.

Confiscating winnings earned after the violation is excessive and retroactive.

Many reputable casinos void only the winnings tied directly to the violating bet, not everything earned afterward under legal conditions.

The attached game history proves that after the single mistake on 5 August, all subsequent gameplay was legitimate.

I kindly request the assistance of Casino.Guru to ensure that Bizzo Casino returns the winnings earned on 6 and 7 August 2025, as those were obtained in full compliance with their rules.

All evidence (game logs, screenshots, email communication) is attached.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Bizzo Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain how much you deposited in the casino prior to activating 'Unlimit 60' and 'Secret Bonus 30' bonuses?
• Have you made any subsequent deposits on August 5th or later before requesting a payout?

Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your quick reply. Here are the details you requested:

1. My total deposit before activating the "Unlimit 60" and "Secret Bonus 30" bonuses was 20,000 HUF.

When the casino confiscated my balance, they refunded this 20,000 HUF.

This is why the final confiscated amount appears as 460,000 HUF instead of 480,000 HUF.

2. I did not make any further deposits on August 5 or after that date before requesting a withdrawal.

All gameplay on August 6 and 7 was done without any additional deposits and entirely within the rules.

The winnings from these days (around 400,000 HUF) were earned after the single mistake on August 5, and all those bets fully complied with the bonus terms.

This is why I believe the complete confiscation was unfair, as only the winnings from the violating bets on August 5 should have been deducted, not the legitimate winnings from August 6–7.

If you need any additional clarification, I am happy to provide it.

Best regards,

Laura

Thanks for the explanation.

Could you please share any details regarding the bonuses previously mentioned?

How were the bonuses offered to you? (via email, chat, or directly in the account)

Were the bonuses activated with your deposit, or did you need to activate the bonuses yourself?

Please let me know. If you kept a screenshot of the marketing communication related directly to these bonuses, share the information with me at [email protected]

Hello Tomas,

Thank you for your message.

Regarding the bonuses:

1. Both the "Unlimit 60" and "Secret Bonus 30" bonuses were chosen by me manually during the deposit process. These bonuses appeared on the deposit page as available offers, and I selected them myself before confirming the payment.

2. I can send you a screenshot showing where these bonuses can be selected on the deposit page, but unfortunately the specific old bonus offers are no longer visible in my account, so I cannot retrieve or screenshot the exact versions that were active at that time.

3. However, the casino’s internal system should have the records of all previously activated bonuses, so they can verify that the bonuses were indeed activated during my deposit.

If you need anything else from me, please let me know.

Best regards,

Laura

If possible, I would also like to kindly ask how long cases like this usually take to be resolved.

I understand that each case is different, but having an approximate timeframe would help me a lot.

Thank you in advance.

I understand your frustration over the situation and your desire to resolve the issue as soon as possible.

Based on your descriptions of events, the gameplay that followed on the 6th and 7th of August was enabled by the previous winnings achieved by breaking the rules regarding the maximum bet. If the winnings were confiscated right away, you wouldn't be able to accumulate your winnings later.

Consequently, we can't argue that the casino should disregard its bonus terms and conditions and allow you to withdraw winnings from these play sessions.

Please let me know if there are any circumstances I might have overlooked; otherwise, the complaint will be rejected.