The player from Germany had his account closed due to breaching a rule regarding IP address. The issue was resolved, the player received his winnings.
Big5Casino - Player’s account has been closed and winnings confiscated.
Amount: €1,800
Big5Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello and good day about 3 months ago when playing I had to go shopping again quickly to Kaufland a carrier Coke brought from Kaufland standing smoking a cigarette suddenly my account is blocked I goofy cheek I did not notice it right away the Kaufland WLAN uses the VPN program after the whole discussion back and forth with the Big Five Support after 3 months after my father died in Russia and I currently unfortunately have no opportunity to get there in terms of costs, this money will be a miracle and a blessing for me and Big Five has got me there today wrote that they left my account closed and did not pay out my money because I violated the guidelines. I have maybe played a few wins or a few minutes over the Kaufland WLAN which is a reason to keep my account completely closed and not to pay out my money
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3 years ago
Dear Roman,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found:
"In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation, we reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts."
Was the reason to block your account a use of VPN to alter the IP address? Did I understand it correctly? In which country the whole incident took place? If there’s any communication between you and the casino, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Yes hello I come from Germany SH actually in Germany in Lower Saxony that was accidentally I am with my cousin again quickly to Kaufland to buy something to drink at home and have completely forgotten that I have stored the Kaufland for how long in my cell phone and my cell phone automatically connected to the Kaufland WLAN I didn't even notice that I was no longer playing on the cell phone network but on the WLAN and they say I did it on purpose I have several emails now I don't know what to do who want to have an email tell you the account is locked and there is no money or do you want to have all emails because that could become a few more and thank you for your effort and try to achieve something thank you
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3 years ago
Thank you very much Roman for providing all the necessary information via email. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Many thanks to you many many thanks for simply helping me like this I didn't even think that they would help me with my problem here to find a solution I just actually thought that there might be a site where you can let your frustration out thank you again for that and yes your colleague Peter will contact me via email I think LG Roman
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3 years ago
Hi Roman,
I looked at your case and understand your situation. I have to warn you, we might not be very successful in this case since you broke the casino's T&Cs. However, if it was an honest mistake, the casino could make a gesture of goodwill. I will contact the casino and see what can be done.
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3 years ago
Translation
Yes, as I said ne I was at home playing, my fiancee came to me, my darling, we still need to drink, we have nothing left in the house, so I briefly looked at my cousin to see if she could drive up to Kaufland with me us at the Ölen Kupferberg in Uelzen and I probably just bought Kaufland and then re-connected to the WLAN so I had been connected to this Kaufland WLAN for months and no longer thought about my cell phone using this WLAN connects as soon as I am automatically in this area we just bought drinks so I just got out of the car while playing in the Kaufland I bought drinks I went back to my cousin at home you packed up things we went to the gas station for a short while I went her fueled briefly then she wanted to smoke again quickly at the petrol station you must not smoke the large parking lot is on the way to drive back home at Kaufland we drive from the gas station stop at Kaufland then get out and smoke cigarettes the cigarettes where I want to get into the car and just press the last 2-3 buttons, so to speak, account locked where we just wanted to go home and had smoked on at home because at the moment my account was locked I didn't understand anything why why my cousin was going to stop then I was looking for everything on my cell phone after a month of research on Casino Guru I found out why my account was blocked after two more senseless discussions with Casino Big Five yes I just turned to you again thanks for the attempts and what you rules but yes I'm just unlucky in the world Similar things happen to me all the time
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3 years ago
Dear Roman,
Hope all is well.
Kindly be informed that your case was forwarded to the Legal department.
After their evaluation, it was decided that the investigation for your account will be reopened as a gesture of a good will.
For the investigation to be completed, your account must be KYC verified first.
Our Support has forwarded to your email all the documents required for verification.
Thank you for your understanding and have a good day.
Best Regards,
Big5 Team
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3 years ago
Translation
And good day is dear team of Casino Gogo I am with the Big Five Casino as far as everything is okay and the problem is I moved into the apartment with my fiancee and say electricity bills and all bills are in your name and I already have Big Five Casino explained and sent all sorts of current letters where it confirmed that it is still my current address and will send it to me again and again this year. I will send it whenever what if it could use the whole email history now I also forward all current emails (Dear Roman,
You have recently sent us documents to verify your account. In order to complete this process we still need the following documents:
- copy of a recent, not older than 2 months, utility bill visibly displaying your name, address, and date.
(Since the last one was too cropped and the issues date was not fully visible)
- confirmation of the address written via email
Let us know if you have more questions regarding your account, we are happy to help you!
Sincerely,
Elena
Big5 Players Support
Big5 Casino) So as I said I am completely overwhelmed again I have to explain to them that I moved to my fiancé's house that the current electricity bill and all sewage bills and everything on my girlfriend so you get my fiancee running I can't send a current electricity bill to them because I don't get any electricity bills and they send me a current electricity bill to help check my account
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3 years ago
Translation
Hello Peter M.
I still have a problem with big5casino who want me to have a current electricity bill but the electricity bill is in the name of my fiancee and I have already written it several times that this is in the name of my fiancee since I only moved to it. I sent all the documents with my current address on it and I was in the hospital and on the discharge papers my address is also there and I sent it to them. Or is it because they do not understand me because they use a translation program that is then translated incorrectly.
I ask for help dear team guru
LG
Roman Zimmermann
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3 years ago
Translation
Yes they just sent it to me again now I think that they do it on purpose so that they do not activate my account ne is not so that I have a 3 cm deep and 2 centimeter wide hole in the ass no what does not belong there Then Casino Big Five also jokes that they do not understand that they can not get a bill in the name but on my girlfriend's name and send me the same email again and again no that I should send the electricity bill that I am older is than three days I get no electricity bill in my name on this address because this apartment and this sewage bill and a verbal bill on my girlfriend thank you for that Casino Guru please help
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3 years ago
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Be the coronavirus I lost work my luck has left me and now my health is tense oh God why I resist all at one time 🙁
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3 years ago
Hi Roman,
I'm discussing the issue with a casino rep by Skype and trying to find a solution. I will let you know as soon as there is something new.
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3 years ago
Dear Roman,
Thank you for this document.
Thank you for your documents, they have been received and attached to your account.
The legal department will overlook them and inform you accordingly.
We should have answer by the end of next week.
Wishing you a lovely weekend Roman.
The Big5 Casino team
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3 years ago
Translation
Peter M I thank you for it without end you do not know how grateful I am that you help me today it is difficult to find nice people thank you thank you thank you
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3 years ago
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Hello and there we are again after a week no response from Big 5 funny I knew there was nothing coming just that everyone can see End of the week a week is over today or I have to wait until Sunday I want to see my woolly ashes me with the little man you can do that
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3 years ago
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Hey thanks again to everyone who helped me with the restoration of the account, see how long it takes you to pay me my money, I asked for a quick payment and it is possible to see, so Peter M thank you again and thank you to big 5 casino to restore the account and such a stupid question you can pay out the money until tomorrow please please please then yes it would be really great I might like to go up again in my same profile Thank you again to all who helped
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3 years ago
Hello Roman,
I'm glad to hear your account was reopened. Have you received your winnings? Can we consider the issue resolved?
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3 years ago
Translation
Hello Peter unfortunately God I still have to hold until now not 48 hours of processing time on which I have on the page where I wrote that my account is free again, I applied for the payment immediately and not yet let alone an email to my account for processing completed your guthaben.de then and then transferred nothing I wrote yesterday with the support and they said to me only occasionally it can take longer than 48 hours I write to them back yes we are already 96 hours now and still nothing I think I will go to this casino as soon as my winnings are there, that I will then have my account blocked again at the next good game or I will not be mine Account locked but get ten years for a payment wait thanks and as I said I lie in bed can not go to work and the fridge is empty and un d it doesn't give a shit
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3 years ago
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So I don't want to do surreptitious advertising here, but I saw that Twin Casino is with you too, so it's not surreptitious advertising for the Twin Casino because I never had such problems when I played there and because I got a payout, I got my payout in a few hours of conversation let alone an hour always on my account it's a shame that I have no money to play there right now
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3 years ago
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Still no payout from Casino Big Five my question to you Peter I can put a new complaint on it ne that is again a negative point for the Big Five Casino so now I have to go online again at Big Five and will Support terrorize again where my money is because it is a cheek and sixth day I still shouldn't be out and that after it took so long to clear my account, I was always stressed with the papers because half the time Paper demands and now you say every day that you should be patient, you will soon pay off or are processing after 6 days that it is kidding people
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3 years ago
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9 days Big Five Casino does not pay off I will now make a negative advertisement for Big Five Casino everywhere I'm fed up then no casino guru for the help but somehow nothing of you brings disappointed everyone in the world he has me he made everyone think that I only have one thing in my head again thank you
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3 years ago
Dear Roman,
Hope all is well
Please be informed that your Pay out was handled accordingly on 28.06.20 and it shall be received within 2 to 5 business in accordance with the international banking law.
Thank you for your understanding.
The Big5 Casino Team.
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3 years ago
Translation
Hello peter i will make it is not there i think it will arrive at the end 3.07 hmm
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