Big Dollar Casino - Player’s winnings were voided and her account was blocked.

I had a 2,000 win on keno and played various games until I had built up 3,750 and then I cashed out. I had a problem with the cash out process and did a few reverse withdrawals until I was down to $2,000. Somehow it got reduced to $1,750 but I re-entered the wire transfer information and waited for the withdrawal.

Since I didn’t want to interrupt the process I had deposited $20.00 onto my account and a match bonus was applied to my account. I went to a progressive cash only game first "Big Game" (I believe it was called)and won an $18,000 and something major jackpot. I then went on to play a few other games until I reached like $24,000. Trying to cash out it said that I had several bonus spins that needed to be played out on at least two games. I went and played those out and ended up cashing out at $20,000.00 ( two ten thousand dollar deposits). I initiated the withdrawal process and waited like 10 to 12 days for the deposits to hit my bank since they were no longer on my casino account. A few days later they said my bank had rejected the $1,750.00 deposit and the other two 10,000 deposits had been removed due to an administration correction. They said that it was won on bonus play money and the most I could win was $100.00. After trying to explain that I won it on a cash only game they just said it had been escalated to the finance department and ended the chat. The next time I talked to them they tried to say they already paid me and banned me from the casino and locked me out of my account . From there I was unable to get anymore information on my money.

This was really a much longer and involved situation that I simply don’t feel like typing . But in the long run I had simply asked that if they were not going to pay me any of my winnings that they please just return all of my deposits. At least that way neither of us would be out any money. They said that I had already disputed some deposits so they weren’t going to be able to pay me all of them. I had disputed two deposits that were double deposits that I know I didn’t make and were to the same bank back to back. They refunded about $500.00 of deposits that were made the month that I won. I have made at least $5,000.00 in deposits since I began using this site. Customer service was rude and left me on hold or hung up on me repeatedly while trying to get any information from them at all.

I have screenshots of my account withdrawals and some deposits and also some chat conversations. I believe I have enough to at least prove the validity of my claim. Even though they locked me out of my account very early on.

I had problems uploading screenshots

Dear Tammy2967,

Thank you very much for submitting your complaint. I’m sorry about your problem. Please allow me to ask you a few questions before we can move forward with the case.

Have you made any successful withdrawals from the casino in the past? Can you please send me the link to the match bonus you received with your deposit? Can you please confirm that the disputed amount of $2200000 that you wrote in the complaint is correct?

Please forward any relevant communication between you and the casino as well as any screenshots to veronika.l@casino.guru. Alternatively, you may post it here.

I hope we will be able to help you resolve this case as soon as possible. Thank you in advance for your answer.

Best regards

Veronika

The amount in dispute is $22,000.00

Twenty-two thousand dollars

One for $1,750 was supposedly sent to my bank through a wire transfer but was declined by my bank. There were no other attempts to pay that sum of money to me.

There was two $10,000.00 withdrawals as this was the maximum amount you could withdraw at a time. These were deducted from my account as administration corrections and no explanation was given at first except that it was won on bonus play . However the game I won it on only accepted cash money to play.

later on they said they wouldn’t pay me because of a disputed deposit transaction which I believe they did on purpose.

I had asked for all of my deposits to be returned because I had not had one successful withdrawal of my winnings. They returned the deposits that I made for the month of my winnings in February and nothing else. The total was approximately $500.00 . I have made at least 5,000 in deposits that I counted, however there were more deposits made from cards that could not be reloaded that I didn’t even include in my tally.

Thank you very much, Tammy2967, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, Tammy2967,

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. Now I would like to invite Big Dollar Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Big Dollar Casino team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, and any part of the player's winnings has been confiscated, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav

Please note the player did indeed deposit $20 and received a match bonus of 125%. As per our terms all match bonuses that are over 100% need to be wagered 60x before a player can make a withdrawal and a maximum of $1000 can be withdrawn unless other wise stated (snippet of these terms attached). Any remaining balance will be voided.

The player then won $2000 and withdrew $3750 and had a remaining balance of $313.01.

They continued playing with the $313.01 until it was played out and then reversed $500 from their initial withdrawal.

This amount was also played out and an additional reversal of $1000 was made which eventually was also played out to a zero balance

Another reversal of $500 was done by the player and the player then won $17,742.01 and withdrew $10 000.

From a balance of $8840.60 the player won again and withdrew another $10 000

Both withdrawals of $10 000 were reversed and voided as they were both won from the initial withdrawal of $3750. The maximum that the player can get from this withdrawal is $1000 as per the casino terms and conditions (snippet attached)

The $1750 that had been left was then paid out on our end however was returned as the players bank did not accept the funds. 

The account was locked after chargebacks were initiated this includes the deposit they won the initial withdrawal from

Please let me know if there are any further queries from you or the player and I will be more then happy to see where I can assist.

Kind Regards

Janine

Dear Janine and Big Dollar Casino team,

Thank you for your reply and explanation.

Are you able to substantiate your claims and the casino's decision with relevant evidence? Could you please provide me with the player's game history?

Feel free to use my email (branislav.b@casino.guru).

Morning Branislav

I have sent through an email with screenshots - please let me know if more information is required.

Regards

Janine

Dear Tammy2967,

Based on the details provided by the casino representative so far, it looks like the events happened in a different order compared to your claims above.

The deposit with a bonus (125%, the deposit of $20 + the bonus of $25) was made prior to all other significant winnings, at the beginning. In addition, I can see the casino indeed attempted to process the withdrawal of $1730 - it was not possible for unspecified reasons and returned back. But not all circumstances are completely clear since we have not been provided with all the requested details to review the case sufficiently on our side.

As for your request for a refund of all your deposits - it will likely not be possible. If the deposits were simply lost by playing, no casino would return them. It does not work that way.

Dear Big Dollar Casino team,

Thank you for your email and the screenshots provided. At least the sequence of the events is more clear now.

However, we would definitely need additional data.

Could you please look at my last email and provide me with the requested details?

I never received the $1,750 that was returned by my bank.

The second large win for $17,742.02 was won on a cash only game after I made a $25 deposit because I did not want to do another reverse deposit that would interfere with the wire transfer that I made.

The 2 10,000 withdraws were requested because it was the maximum amount I could request at a time, and were both removed from my account as an administration correction. All of the money that I reverse deposited was lost and the second large win was from my 25.00 deposit.

Also I won 17,742.02 after the 1,750 withdraw was wired to my bank. I won it on a cash only game from a major jackpot win. I went on to play because it wouldn’t allow me to cash out because of bonus spins that I hadn’t played yet. So I played on until I won 22,000 and then was able to cash out. I made two 10,000 dollar withdraws because that was the max limit. I then played out the remaining 2,000 balance. The withdraws were removed from my account by an administrative correction and the 1,750 that was returned by my bank was never made available to me .

I am going through major financial hardship right now partly because I thought I had money coming to me that never came. I had requested that if the casino refused to pay me my legitimate wins that it at least refund me all of my deposits. I have made more than 5,000 dollars in less than a year and even though it is substantially less than I won, at least neither of us would be out any money. But they refused to do that even and terminates any communication that I try to have with them.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Tammy2967,

In the meantime, while we will wait for the casino's response, can you please provide me with the information on for which deposits exactly did you request chargebacks? It would be great to know the dates and times of all those reversed payments.

Hi Branislav

Unfortunately we are not able to give the player play history as it is over 150 pages in length unless this is absolutely needed.

Below is a summary of what happened with this account:

The player deposited $20 and claimed a match bonus of $25 on the 18th of February 2023. Maximum withdrawal is $1000 because the match bonus is greater than the deposit. We paid out the withdrawal to the player's bank accounts even though we already had chargebacks as far back as the 8th of February 2023. 

The player knew they had winnings coming their way and still went on to dispute deposits, however the wire returned as unpaid because of an "account ineligible to receive" error from her bank. The wire returned on the players account on the 9th of March 2023. 

In addition to the above - the player's account was locked as they initiated chargebacks of over $180 this includes the deposit they won the initial withdrawal from.  

I have a document that I am unable to upload that shows the breakdown of withdrawals and reversals as well as a snippet from our Terms which mentions that any winnings from a match bonus only a maximum of $1000 can be withdrawn. Please advise how I can share this?

I am still waiting on the chargeback information. As soon as I receive this I shall forward on to you.

Regards

Janine

Dear Janine,

First, I am really sorry, it was just a mistake. My previous extra post should have been addressed to the complainant, not to the casino. I corrected it.

As for your question - in case we are talking about sensitive data - we mark such posts as "private", so they are hidden from the public. But, if it suits you more, or if it is not possible to attach them directly here, to your response, feel free to send the necessary details/documents to my email (branislav.b@casino.guru). I replied to your email a while ago. You can attach the mentioned documents to your next email.

Dear Tammy2967,

Can you please provide me with information on which deposits exactly you requested chargebacks for? It would be great to know the amounts as well as the dates and times of all those reversed payments.

Dear Tammy2967,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

The chargebacks were requested in March after I had already been locked out of my account and denied my winnings. But I actually believe that I was charged twice for a single withdrawal 3 separate times as they were identical transactions and I only made a single withdrawal of $50.00 on three separate days. They posted as duplicate charges to the same bank back to back on all three days.

I will send my statement information as to what was charged and what I believe to be in error and what was returned and when. The charges may have been around the time of my winnings but I only disputed 3 of many charges that was returned to me from that time frame as it was discovered after my winnings were claimed. They never paid me my winnings however they returned all of my deposits made in February totaling $500.00 .

Dear Tammy2967,

Thank you for your reply and the additional information.

Alright, it would be best if you could provide me with all the documents and data you have regarding all the operations related to the disputed casino account on your payment method. Also, feel free to send me complete communication between you and your payment method provider/bank if there was any.

To be honest, I am not sure if I understand the situation correctly, so it would be highly appreciated if you could show it by the data shared. This is my email - branislav.b@casino.guru.

However, if you requested chargebacks (all deposits made to the casino in February 2023), it likely includes the deposit with which you accumulated your winnings. Are you please aware that it means by requesting chargebacks the casino's Terms and Conditions were breached, and basically if the winnings were earned from the deposit that was reversed, they are invalid? It is like you did not make those deposits at all. On the other side, if you can support your claims about chargebacks of only the duplicate transactions that you did not make and they were debited without your permission with sufficient evidence, we will definitely need more details and evidence from the casino. To confirm it, we would also need to see the complete data from the casino.

I replied to the casino via email a while ago, but the communication with them seems currently stuck since the casino needs more time to collect all the requested evidence. Once I have any news or update, I will inform you.

Thank you for your patience and understanding. Looking forward to hearing from you.

Dear Tammy2967,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or do not require any further assistance, we will reject the complaint.

Dear Tammy2967,

In addition to my previous posts, I would like to let you know that I received the information from the casino that they are able to temporarily open your account to access your play history, which is the evidence I asked the casino to provide.

Although the casino likely cannot share it with us for unspecified reasons, it can open your account to give you access to this data. Then, you should be able to provide us with it, and I will request it from you for sure. Unfortunately, there is no other way how we could move forward with the matter.

So, please, apart from the data and details I requested in my previous posts, could you please inform me if the casino can temporarily reopen your account and confirm that you will provide me with your play history once it is done?

Yes it would be great if the casino temporarily reopened my account so I can retrieve the necessary information that I need to prove my case.

I would also like to restate the fact that I have received $0 dollars from initiated withdrawals.

I did dispute 3 charges that I believed to be duplicate charges to my account. However the casino returned all of my deposits for the month I won the jackpot, totaling $500.00 without me disputing the charges. I assumed that they returned them because of their failure to pay my winnings and them locking me out of my account.

Most importantly I had just made a deposit when I won the jackpot on a cash only game "BIG GAME HUNTER" for $18,000. The game had seperated my cash money from my bonus money so that I was only able to play with cash money on that particular game.

Even if there was some rule that states I still couldn’t collect the jackpot, I am still owed $1,750 for first withdrawal and $1,000 for the jackpot won on that game supposedly using bonus play. Even then when does the money become yours to play with if it gets all the way to where you are able to make a withdrawal ?

The disputes were made after I won the money and I obviously would not dispute a charge that I know I won with.

I am having a difficult time transferring documents because I am not that tech savvy but I will work on getting assistance with that for you.

Afternoon Tammy2967

The account is opened. If you can please retrieve all the information that Casino Guru has requested in the next 48 hours it would be greatly appreciated.

Regards

Janine

Thank you both for your replies.

Dear Tammy2967,

Could you please check your casino account and provide me with the following:

• Complete gaming history for February 2023
• Transaction history for February 2023
• If it is not visible in gaming history or transaction history - a list of bonuses used with dates and times

In addition, I am still waiting for the details regarding your deposits made to the casino, chargebacks on your payment method, and communication between you and your payment method provider about them.

My email was already stated above.

Looking forward to hearing from you.

Dear Tammy2967,

Thank you for your emails and the details provided.

However, you provided me with irrelevant data. In the received emails, there is nothing important from the data and information I requested.

Why did you send me only the game history beginning on February 24, 2023, so only from the point your biggest winnings were won, instead of sending the complete history for the entire February 2023 as I requested?

Basically, the most important parts of gaming history occurred before these significant winnings. We need to see how you accumulated those winnings, and where the money from which you won originated.

In addition, regarding another email - some time ago, I requested a complete list of the transactions made from/to the casino (from your payment method) and communication between you and your payment method provider/bank about all the chargebacks, and then transaction history from your casino account (to link the transactions from your payment method and the transactions in your casino account).

How should we please confirm (from 2 payments of similar amounts without exact times) from the provided screenshot that those transactions went to the casino at all? And how can we verify that there were no chargebacks made later for these transactions? From the provided data, it is even not possible to confirm that the payments are related to the casino since despite there being a receiver's name, we cannot confirm it belongs to the casino.

Currently, it looks as follows:

1. You were lucky enough and won $3,750 after you made a deposit with the deposit bonus in question, and met the wagering requirements for this bonus (everything above the $3,750 was lost by playing games). You mentioned that there were some cashout issues, and you "somehow" went down to $1,750 because of a reversed withdrawal. However, there are a few things that do not make sense in your version of the story. If there were some issues with cashout, why should it cause a decrease in your winnings?
2. According to the provided details from the casino, I can see the deposit bonus was activated on February 18, 2023, and the first significant winnings were won in Keno approximately 3 hours later. A few hours later, you requested a withdrawal of $3,750, so it seems that your first winnings were made while you were playing with an active deposit bonus, that you simply reversed your initial withdrawal of $3,750, and gradually lost $2,000 from this amount. But, in case you reversed your initial withdrawal yourself and lost a significant portion of it, why would you have deposited more funds (as you claimed) there if you still had enough money to play from the reversed withdrawal?

Is it please correct that your withdrawal of $3,750 was made from winnings won from your deposit and deposit bonus? If yes, and the withdrawal was not processed - so it was not cleansed from the amount exceeding the maximum cashout from the bonus of $1,000 (it does not have to be stated in any special place because general terms and conditions apply if it is not stated otherwise in specific terms and conditions for a particular bonus), are you please aware that by the reversals of your initial withdrawal and spending more than a half of it you lost almost 2x more funds than you were entitled to withdraw from the bonus used?

Is your casino account still open? If yes, can you please look at my previous post once again and send me exactly what I required, but in a better form (Excel file or screenshots)?

Please, do not forget about the post where I asked you about the documents and data regarding all the operations related to the disputed casino account on your payment method, as well as the communication about the transactions and chargebacks between you and your payment method provider/bank.

In the meantime, if your casino is blocked again, I will try to ask the casino to temporarily reopen it for you, and to let us know once it is done.

We try to help players solve their problems, but we also require their full and active cooperation. Just claiming something is not enough at all. Your claims should be supported by data.

Please note once your account is accessible, if you are not able to provide us with all the requested details, we will be forced to think about complaint closure/rejection.

Thank you for understanding. Looking forward to hearing from you.

Morning Branislav

This account has been reopened but it can only remain open for a maximum of 72 hours as we are going against the casino terms and conditions.

Let me know if you need anything further.

Regards

Janine

Thank you very much for the update and confirmation, Big Dollar Casino team.

Dear Tammy2967,

You were just provided with a very generous offer - a second chance to provide us with the required evidence.

You have 3 days until your disputed account will be closed again, so enough time to gather all the requested.

Therefore, please, look at my previous posts and provide me with the requested as soon as possible. If it suits you more, feel free to use my email which was mentioned earlier in this thread several times.

Please note if you are not willing to actively cooperate in resolving the issue or you provide me with irrelevant data again, the complaint will be closed as rejected.

Thank you for understanding.

Alright, Tammy. Let's finally move forward and not waste more time on this.

I can confirm that I received 3 emails from you.

The first email includes only a few random game sessions and a deduction of $20,000 as a correction made by the casino's administration, so it is completely irrelevant to the case. As for 2 other emails - I think you are very well aware of the missing important parts from your game history. However, since I was also provided with the missing parts from your game history from the casino before, I know they are there, and it is clear what happened there despite you not providing them on purpose. It was explained above. By sharing the provided parts, you at least confirmed that the initial winnings were indeed made with an active bonus.

In addition, you have not sent me any relevant details regarding the chargebacks. It is very likely you have already received your deposit(s) back, which include the deposit from which the initial winnings were won. Nothing else has been proven until now.

Based on all the gathered evidence and explanations provided above, we are rejecting the complaint as unjustified. The casino acted correctly and in accordance with its Terms and Conditions. Furthermore, despite they were willing to repeatedly reopen your account and give you another chance to prove your claims (as well as the exception to pay out the $1,750), you shared only irrelevant, incomplete, and misleading data with us, not to mention the chargebacks and claims without supporting evidence.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Big Dollar Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru