Big Wins Casino - Player’s winnings were confiscated.

I was accused of violating the bonus terms even though I didn't use any bonus money, and all my winnings were confiscated.

Hello reireirei,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Big Wins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Can you please forward your deposit and bonus history to nikolas.b@casino.guru? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I sent a picture

I spoke to the casino yesterday and they said I violated their bonus terms and they wouldn't refund my winnings.

I deleted the bonus before I could use it, so I played with real money.

Hello reireirei,

Was it only the welcome bonus? Can you please also forward your betting history?

Welcome bonus only. The bonus was removed midway.

I played the slots and live casino on auto.

Hello reireirei,

How do you mean midway? You claimed that it was removed before you were able to use it in your previous posts.

Bonus given after deposit

My balance was real money + bonus, but I deleted the bonus while still having real money.

Bonus balance deleted without being used

Hello reireirei,

If you did not use the bonus money it does not mean that you were playing without a bonus. As you can see from the following term:

Real money is wagered first. As you did play with the real money while the bonus was still active, you played with a bonus.

Can you please clarify which exact term did you breach? Please forward the communication between you and the casino to nikolas.b@casino.guru.

I think you have not used the bonus because you deleted it.

I bet 4,000 yen at a time on the automatic setting during Crazy Time, but I was told that I had bet more than 4,000 yen a few times, which was a violation of the rules.

The reason why I bet 4000 from the beginning is because the maximum bet amount was 4000. If I understood the maximum bet amount, I would never bet more than the maximum bet.

In the first place, it is strange for the bet amount to increase automatically even though it is an automatic game, so it is considered cheating on the part of the casino.

Hello reireirei,

Unfortunately it is not yet an industry standard to cap the maximum bet if a player uses a bonus so you have to read the terms and watch it yourself.

If you really did bet over the limit, the casino had right to confiscate your winnings.

Is there anything else we could assist you with?

I haven't touched the bonus yet, but do I have to give up on the confiscated real money?

Hello reireirei,

It does not matter that you have not used it yet, it is still active so the bonus conditions as well.

If you confirm betting over the maximum limit then unfortunately yes, as the casino has right to confiscate your winnings.

Dear reireirei,

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

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.