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

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

Amount: €5,000

Big Wins Casino
Safety Index:Above average
Submitted: 05 Nov 2024
Case opened Current status

Waiting for casino to reply

4d 23h 40m 7s

Case summary

2 days ago

The player from Ireland faces issues withdrawing his winnings after the casino blocked his account, citing an unresolved KYC verification process. He deposited 370 euros, increased it to 5000 euros, but on November 4, 2024, he received an email stating his account is permanently closed without further explanation.

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2 weeks ago

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."

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2 weeks ago

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

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2 weeks ago

Hi Dominika


Thank you for trying to help me. To answer your questions:


1) I made a successful withdrawal of around €4000 in April 2023.

2) I have no record of going through any verification process prior to the previously mentioned request in June 2024.

3) I have forwarded the relevant email conversation to the email address you have given me.


Regards,

Daniel

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1 week ago

Dear dsp99RF, have you not been informed about the reason for the permanent closure of your casino account or the outcome of the verification?

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1 week ago

All I have been told is that the account is closed "for security reasons." No proper explanation and no mention of the outcome of KYC/verification.

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3 days ago

Dear dsp99RF, do you have any updates?

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3 days ago

No updates as yet

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2 days ago

Thank you very much, dsp99RF, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

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2 days ago

Dear dsp99RF,


My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Big Wins Casino representative to join this conversation.


Dear Big Wins Casino,


Could you please provide clarification regarding this case?


Thank you in advance,


Mirka


Big Wins Casino has 4d 23h 40m 7s to reply

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