Big Baazi Casino - Player's winnings were confiscated.

Hi team,

This is to to inform you the casino is sent a mail that winning money is confiscated 960000 which i am trying to withdraw from a13 days but the casino didn't given proper response they asked me to send a documents after sending the documents verification also completed but the casino is cheated the money kindly help me to get the my winning money please

Dear shanthalakshmi37,

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 received any confirmation regarding successful verification? Have you accumulated your winnings with or without an active bonus?

Do I understand correctly that you have not received any clear explanation from the casino regarding this situation?

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,

Kristina

Hi i have submitted all kind of documents and id proof and payment details it has been successfully update i have got the mail also regarding that documents are successfully updated and coming to bonus i didn't get any bonuses and didn't play with the bonus also they have sent the mail due to some breach of terms and conditions we are confiscated the winning money may be due to the large of the money winning they have coming up with the confiscated which is unacceptable and fraud please help me to sort it out from this and get my winning money please ASAP i have all kinds of documents regarding the my account and winning money of screenshot due to large amount they denining to give it

Please note that I have all the documents to give the for further procces proof payment details id proof and adress proofs which is updated in the casino kindly help me to get the winning money please

They didn't given the clarity on that they have just sent a mail as below attached one more thing is I have to highlight her due to large amount of money 960000 they are providing wrong information first when i request for withdrawal from 10 days back they asked me identity document i have provided and approved also again the withdrawal is cancelled from the casino end and ask me to share the payment details that also i have shared and again they took one week and updated all documents is verified in casino wantedly they made us to wait from a 15 days and 5 days back when i requested for the withdrawal again they asked me payment details of deposit that also i have shared the document and that is also took 4 days time and approved now one day back if again request for withdrawal they blocked my account stating that your account needs to be security itself and yesterday i got the mail that stating that we are confisated your winning money due to breach of terms and conditions itself this is totally well planed scam from the casino to Deni the give the winning money to player if is there anything issue in the account they have block the when we deposit the money now not after winning the money it's totally scam from the big baazi kindly help me with this and get the my wininng money please

Below is the screenshot from the casino

But the while they asked for the documents and address proof they all updated and approved from the casino and they told us to request for withdrawal itself please find the below screenshot for your reference i can share the all documents if require if we breaches any terms and conditions the casino can decline the while taking the proof from us why they approved and sent mail to us asa approved

This is all they going to scam on the players please help me with the justification and help me to get the winning money

Thank you very much shanthalakshmi37 for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello shanthalakshmi37,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Big Baazi Casino to join the conversation and participate in the resolution of this complaint.

Dear Big Baazi Casino,

Can you please clarify the reason for the player's account having been closed??

Kind regards,

Adam

Hi Adam

Thanks for your support

The verification is completed and i have mails for that incase if any need of documents i am ready to provide please refund the Winning MONEY

Dear shanthalakshmi37,

There has been no response from the casino so far. I will attempt to contact them again.

In the meantime, please let me know if there are any developments.

We would like to ask Big Baazi Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Hi Adam

Thanks for your support

They have closed my account i didn't get response from the casino they are not responding to the mails also

This is the big scam from them they are cheating to the players

Dear player,

Please note that your funds were confiscated due to multiple violations of our standard Terms & Conditions which as per your reference are also clearly stated on the website.

1. Your account was registered with incorrect personal details (confirmed during verification of your ID document)

Breach in Section 3.1.2 you will provide accurate information when registering your account including, without limitation, your full name, date of birth, current residential address, email address, and personal telephone number; and you will inform us of any changes to this information;

2. Using 3rd party payment methods as your first deposit was made with a payment method that does not belong to you (confirmed with the verification of the Proof of Payment submitted during the verification process)

Breach in Section 6.8 You are not permitted to use any payment method belonging, or registered to, a third party for the purpose of depositing funds to your account. Any deposits made in breach of this provision will be deemed invalid, and any subsequent winnings arising from such deposits will be considered null and void and subject to forfeit.

3. Registering more than 1 account per household address.

Breach in Section 3.4 We may limit the creation of Big Baazi accounts to one per person, family, household address, email address, telephone number, IP address, payment method, linked e-wallet accounts, mobile device, computer, and/or application download instance. Under no circumstances will we be obliged to circumvent or lift these restrictions, but we may consider any justifiable request to do so on a case-by-case basis. Please contact our customer support team customerservice@bigbaazi.com for assistance.

After confirming all of the Breaches that you have made the 3rd party deposit was successfully re-credited to the Bank Account from which the funds were received and all of the winnings were confiscated. In addition, your account was closed and you were informed multiple times of the reasons for confiscation and closure

With this we consider your case closed from our side

Hi bigbaazi

Thanks for your response

1) i have given couple of documents which is updated from the team and if there is any discrepancy in that i am ready to give any kind of documents

2) i have already informed through a mail that due to some technical issue the deposit is done by different account your team as asked the proof of the payment and the person I'd proof to update when my account balance was lesss then 40000INR that time you could have give the same answer why your team is verified and updated the payment details successfuly..?

3) about the account i don't have any other account in this for your information i am staying in the apartment there is so much of house and neighbours i don't know about this i have only one ID with same Gmail I'd and other proofs

My question is Please confirm why your team is taken all the documents and updated successfuly and said me to withdraw if it's verified and updated successfuly while the big money is left in the account why u have CONFISCATED the money stating that breaches of conditions

Please can you clarify here once your team is verified through the mail and updated the successful all the documents why this is happening your team could inform while verifying or could rejected it right why your team confirmed me to withdrawal

Please find the attached screenshots for deposited DETAILS is taken from the your team and updated successful

Hello all,

Thank you for your responses.

Dear Big Baazi Casino,

Could you please provide us with supporting evidence of the breaches of the above terms? It can be posted here or sent to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hi All

One more thing i have to update here about the deposit amount recredited i didn't get any money back from the casino stil now

Hi Adam ,

Thanks for your support

Please need your help about the verification why it was successfully updated from the casino and told me through the mail to request for the withdrawal when the winning my money was less then 400000INR

There is speling miss match in the above please refer the bank details and name for reference

And about the deposit i have inform that and they told me to send a details about the person and same has been shared to the casino they verified and approved

Please need your help regarding the verification why the casino is approved the all documents and said me to withdrawal

Dear Big Baazi Casino,

It seems that the player reported the use of her son's account to make a deposit to casino support, is this the case? If the casino has accepted this and allowed the player to continue playing, this should not be used as a reason to confiscate the player's winnings.

Kind regards,

Adam

Hi Adam,

As i said before they could have rejected the all the documents if any discrepancy in that but why after the approved from there end now they denying to give the money

Because they want the profit from the player so now they winning money is above 900000INR now they are not ready to give that and blocked my account my question is if the documents are incorrect they could have reject at the same time.

Please help me to get the winning money from the casino

Big baazi please get me my winning money please 🙏🏼

Dear player,

Please note that you have confirmed that you have used a third-party Bank Account for your deposit after

(not the moment or prior to the deposit was made) we requested verification of your documents.

Verification was requested on Nov 3rd, and you confirmed the usage of a third-party Bank Account for the deposit on Nov 5th.

Further, as stated in our Terms and Conditions, the use of third-party Bank Accounts for deposits is a serious violation, and because of this, the deposit amount was refunded to the third-party Bank Account upon receipt of your confirmation and documentary evidence.

(SS submitted as per evidence)

In case you need any additional update please let us know

Hi big baazi

Please let us no that if i already informed about the deposit that is made by my son account and your team could have rejected it at same time and why your team is asked documents for the payment and person I'd card post sharing it your team is informed to request for withdrawal

Moreover absolutely your team will be know the terms and conditions they could have rejected it blocked my account why they left me to Play the game after the all documents taken i already shared the mails of your team for accepting the documents and told me to request for withdrawal please give the my winning money

Note about the deposit that after i submitted the details about the Bank statement of my son's and I'd proof then your team informed me to request for withdrawal please understand and give the winning money

@casino guru need your help to get the winning money

And i didn't receive the any deposit money also still now Big baazi please give the winning money

Hi team

As you confirmed that verification is done on 5 th November but still your team is sent a couple of mails regarding withdrawal still 14th of November please find screenshot for your reference

Dear BigBaazi Casino,

I can see according to the screenshots you have provided that the proof of payment has been requested on 05.11.2022, at which point the player makes it known to you that the deposit was made via her son's account.

I can also see in the screenshots provided previously by the player, that the casino has then responded to the player on 07.11.2022 stating that the payment method in question still needs to be verified. The casino then asks the player to supply documents, and an ID, belonging to the owner of the payment method.

Shortly after this, the player is told that their account has been fully verified.

Please explain why the player has been asked to supply the documents of the payment method owner, instead of stating the breach of terms at this point.

Kind regards,

Adam

Hi Adam

Still i didn't get any response from the casino i have sent couple of mails also i am not getting any response from the casino still now please help..

We would like to ask Big Baazi Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam

Dear Adam,

Please note that the verification of an account is a standard procedure also included in our T&C as stated below.

In this specific case, we first noticed that the player is linked via address with another account and due to that we have requested the verification documents in the first place

(Breach in Section 3.4 We may limit the creation of Big Baazi accounts to one per person, family, household address, email address, telephone number, IP address, payment method, linked e-wallet accounts, mobile device, computer, and/or application download instance. Under no circumstances will we be obliged to circumvent or lift these restrictions, but we may consider any justifiable request to do so on a case-by-case basis. Please contact our customer support team customerservice@bigbaazi.com for assistance.)

Additionally, the player informed us that she used 3rd party payment method for the deposit after we requested the documents - not prior which is visible from the SS sent to you and which also means that we had to verify the account number and the account holder's name from where the deposit was made in order for us to be able to refund the transaction. After receiving all of the requested documents the deposit was refunded and the player was informed accordingly multiple times.

Please let me know if you have any additional questions in regard to this case

Thanks for looking into this

3.9 By accepting these Terms and/or registering to use the Website you acknowledge and agree that we are entitled to conduct any and all such identification, credit, fraud and other verification checks from time to time that we may require and/or may be required by applicable laws and regulations and/or by the relevant regulatory authorities for use of the Website and our Services generally. You agree that you will provide us with all information that we require in connection with such verification checks. We will be entitled to suspend or restrict your account in any way that we deem appropriate, until such time as we have completed those verification checks to our sole satisfaction.

Hi Adam

This casino is not responding to the your questions simply they are giving different reasons and making the fraud to the players if that i have breached the terms and conditions they could have rejected it same point but they didn't do it morevever again i have deposited money from the my account they left me to play still 14th of November still 14th they have told me that withdraw In process please find the screenshots for the reference

As per their confirmation about the deposit returned to third party i have asked the that still now he didn't get the refund this is all big lie and scam from the casino need justice for this casino need to explain still 14th of November why they left me to Play and said me to request for the withdrawal please find the screenshot of verification of second deposit and withdrawal procces

Hello Big Baazi Casino,

Thank you for your response. However, I am still confused as to why, after you have requested documents to verify the third-party payment method, the player has then been told that their account is fully verified. Why hasn't any breach of terms been mentioned at this point?

Kind regards,

Adam

Hi Adam

Need your input about my Last message still 14th of November they left me to play and told to request for withdrawal please refer the above screenshot

Hello shanthalakshmi37,

Can you please confirm if you are stating that you continued to play at the casino and place bets between 7.11.2022 to 15.11.2022?

Kind regards,

Adam

Yes Adam from 7th to still 14th of November i have continued played the casino please refer the above screenshots still 14th of November i didn't get any information about the breach of conditions and still the 14th of November they told me that withdraw is in procces please find the above screenshots for your reference

Dear Adam,

After the verification of the player's account was completed all documents received were submitted to our relevant department for a final check after which the player was informed accordingly that her gameplay and deposit option are blocked until the final resolution of her case

Also in the e-mail which was sent to the player confirming that verification is completed, she was informed accordingly that every withdrawal request is reviewed before processing (Also stated in our T&C)

6.17 We may delay or cancel withdrawals in order to carry out additional checks which we may consider necessary, at our sole discretion, from time to time. We may refuse withdrawal requests and/or withhold funds in the event that we discover any irregularities in the course of our investigations.

Please let me know if any additional information is needed from our side

Thanks

Hi bigbaazi

Please let us know if i already informed about the 3rd party deposit why your team didn't didn't inform me about the breach of conditions why the casino left me to play untill 14th of November

Hi Adam

We are not getting response to the your questions from the casino you can notice that still the 14th of November i continued to play the casino still that they didn't informed me about the breachas of conditions need your help here for this

Hi bigbaazi

Please let us know if i already informed about the 3rd party deposit why your team didn't didn't inform me about the breach of conditions why the casino left me to play untill 14th of November

Hi Adam

We are not getting response to the your questions from the casino you can notice that still the 14th of November i continued to play the casino still that they didn't informed me about the breachas of conditions need your help here for this

Still the 12 th of November have the screenshot of my account still the 14th of November i have continued to play the casino please refer the attached screenshot

Hi Adam

Please find the below screenshots and you can see the date stil the 14th of November i have continued to play the casino

Hi Adam

Please find the below screenshots and you can see the date stil the 14th of November i have continued to play the casino

Hi Adam.

Please help with this the casino is not informed about the breaches of terms and conditions still the i won huge amount but after the taken all documents still 15th of November they blocked my account

@big baazi

Please make the decision it's not small of amount that pleasee give the winning money it will be very helpful even i lost the money but I am asking here winning money Kindly understand ite above 960000INR

please make the decision and give the money

Dear shanthalakshmi37,

Are you stating that you have not received the message provided in the screenshot regarding not being able to play/deposit while the security checks are being completed?

Dear Big Baazi Casino,

You stated that the player was told that they could not deposit or place wagers while the security checks were being completed, and yet according to the player's screenshots their balance is shown to have increased.

Can you please provide further insight?

Kind regards,

Adam

I got the information on 15 th of November please find below snap shot for your reference and still the 14 th of November i have continued played the casino still that i didn't get any information about the breach of conditions

Hi Adam

You can see we are not getting proper response from the big Baazi and i have all the proof of the screenshots still the 14th of November i have played in the casino request you to help how to take it further

Dear shanthalakshmi37,

It makes sense that you have been told this on the 15th, as the casino initiated these security checks after you requested your withdrawal, and your account would not have been restricted before this.

I would like to summarize the case at this point, please correct me if I have misunderstood something.

5th Nov – The casino requests documents from the player, including proof of payment for a deposit made on Nov 1st. The player responds and informs the casino of 3rd party deposit

7th Nov – The casino informs the player that the 3rd party payment method will still need to be verified and requests documents from the payment method owner. (The player's son, who also has a casino account)

7th Nov – The player is told that they have completely verified their account. No mention of any breach of terms.

7th Nov – The casino once more requests documents regarding a further deposit made on 5th Nov.

11th Nov – support once again informs the player that the account is fully verified, and that withdrawal will be processed within 48 hours.

14th Nov – Casino informs player withdrawal is pending

15th Nov – account blocked and winnings confiscated due to incorrect personal information, 3rd party deposit, and duplicate account at the same address.

We will discuss this case further internally, and I will post an update accordingly.

Kind regards,

Adam

Yes Adam it's correct

When i have informed about the deposit was done by my son's account on that point of time i have less then 400000INR in my gaming account and still the 14th of November i continued to played in the casino and won the more 500000INR so totally it ws more then 960000INR was left in my account still that time i didn't get any information about the breach of conditions

Note

From the 7th if November i was requested for withdrawal still the 14th of November casino informed me it was in procces i have the screenshots of that mails

Please find the screenshots still the 14th of November i was trying to withdrawal but the casino was informed me it was in procces

Adam please let me understand from your end once the casino is come to know that breaches of conditions why they left me to play the casino still the 14 of November is that right what they did

When i have only informed about the 3rd party deposit which was done by son's account why they didn't block my account at same point of time

Hi Adam

That big Baazi saying that the 3rd party deposit was refunded itself as i checked with my son and in my bank account still we didn't get any refund money from the CASINO

you can see that as per their rules they have to inform if we breaches of conditions right and if we lost the same Money is they going to refund it...i am sure no but if they left me to play in the casino means they have to provide the winning it's not a small amount please

It's an request you can see all the documents which i have shared please help me to get the winning money

Hi Adam

About the security check

I have requested withdrawal when i got confirmation about verification completed successfully on 7th of November and still the 15th of November i didn't get any information about the breach of conditions stil by the time i was used to play

Hello shanthalakshmi37,

Thank you for the additional information, this will be taken into consideration.

Kind regards,

Adam

Hi Adam

Thanks for your support please help for further..

Hi Adam

Any update..?

Dear shanthalakshmi37,

Can you please clarify the exact reason you used your son's payment method to make the deposits?

I believe you mentioned some technical difficulties, can you please state specifically what they were?

Kind regards,

Adam

Hi Adam

Due to technical issue was in my personal canara bank i was not able use it i was used UPI through my son's account to deposit by mistake i was informed same to the casino they told to me in chat to deposit from my acc going forward and after that i used to deposit through my account only same has been informed to Casion also they didn't inform anything at about the breach of conditions at that point ther is no any other reason please help me out to get the winning money

There is no any other reason for that

You can see we are not getting any proper response from the casino please question them why they left to play after i informed also please help me out to get the winning money

Dear Adam,

The player's statement in regard to having technical difficulties depositing from her personal account is not true simply because on her son's Bank Statement which was submitted as Proof of the Payment for the 3rd party deposit made to us we can see that funds were transferred on the very same day from her account to her son's Bank Account and the method used was UPI

Thanks for looking into that and please advise if you want me to send you an e-mail with SS of the BS provided

Best regards

Hello Big Baazi Casino,

Please do send any relevant information to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

Hi Adam

As they informed that i was not able to deposit from my account to check from UPI it was done by son's account the deposit was taken by my son's account that was the problem here so fairly i have informed the casino that deposit was done by son's account

@big baazi

Please explain here why you didnt inform about the breaches of conditions when i have informed about the deposit was done my account still after that why they have informed that account is verified and after that still why you left me to play..?

Even the casino is crossed the terms and conditions please need clarification

Please note that while i was trying to deposit from my account it was not taken that was the technical issue when i tried from my son's account it's was taken that was the problem here so please understand

Hi Adam

Hope you understand when i was trying to deposit to Casino it was not taken by the my account so when i tried from my son's account that deposit was taken so that is the problem here so same has been informed here

Hi bigbaazi

Please understand due to some personal health problems I used to play Casino i have lost and won also but your not providing winning money please understand please give the winning money which is going to save us please make a decision on This

Hello all,

According to all of the evidence provided by both parties, it is clear that the player has breached the terms and conditions of the casino by using her son's payment method to fund her account and by having an account at the same home address as her son.

However, it does seem possible that this has been done in ignorance of the terms, and not necessarily to intentionally break any rules or gain any kind of advantage over the casino. The player has not used any bonuses and has been open about the use of her son's payment method since the documents have been requested.

It also seems that this entire situation could have been addressed at an earlier stage of the process, and if there were discrepancies in the player's personal information this could have been rectified straight away, rather than telling the player that their account had been fully verified on at least two separate occasions.

I would therefore like to suggest the following as a fair solution for all parties involved: Both players in question are offered a chance to complete a video verification, and if it can be proved that the players are who they say they are, and the payment methods used verified by their owners, the winnings can be paid to the player on this occasion and the accounts closed at the discretion of the casino.

Kind regards,

Adam

Yes Adam thank you

So much I'm ready to give all the documents in video verification

@big baazi please understand and i wil give the all documents please provide the winning money

Hi bigbaazi

Please requesting you to provide the winning money asap i am waiting since one and half month please give the winning money...

Hi Adam

Please help..

Hi bigbaazi

Please requesting you to give the winning money which will save us from the problems please it's requesting kindly reply...

We would like to ask Big Baazi Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating. 

Kind regards,

Adam