Big Wins Casino - Player's account has been closed.

I joined Big Wins in March 2023 while I was living in the UK and things went OK.

However, when I moved address to Ireland I encountered issues. Bear in mind that I started by renting a house in Ireland and then later bought a different house, which might have caused confusion at the casino end.

In May 2024 I deposited 370 euros of my own money (no bonus) and worked it up to 5000 euros. This I then attempted to withdraw.

In June 2024, the casino asked for KYC documents. As far as I know, they never approved my documents as they subsequently went on to block my account with an email on 4 November 2024 stating:

"I'm sorry to inform but we have decided to keep your account permanently closed."

I asked them what grounds they have, but this was not forthcoming, with their most recent communication by email stating:

"I'm sorry but our decision is final. This will be our last answer to you."

Dear dsp99RF,

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 go through any verification process while you were in the UK?

Could you please share your communication with the casino regarding the blocked account? 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