BigBoost Casino - Player’s account has been closed after a big win.

Casino closed my account and is saying that i broke T&C 11.2 after winning 2.000.000 NOK and trying to withdraw them.

Dear xxzoulexx2,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BigBoost Casino.

Let me refer to the rule 11.2:

11.2 Should we reasonably suspect that you are engaging in, or have engaged in, fraudulent, unlawful or improper activity (including but not limited to money laundering), or conduct otherwise in material violation of these Terms, we may prevent you from accessing the Website and/or Services, and/or suspend, restrict and/or terminate your account, immediately and indefinitely ("Access Restriction"). (...)

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hello Tomas and thank you for helping assisting.

I will happily answear any question and I will also send all communication I have had with the casino to your email.

• I am not compeletly sure when I opened the account but I belive it was a few months ago (2-3).

When it comes to the ban. I had accsess to my account 22.oct.2024, and when I tried to log on the next day it was closed. I would like to refer to the email "My account has been closed" as that was the moment I relised it was closed.

• I found out by simply trying to log in, and then getting an error saying that the account was closed. They sent no notificastion about the closure of my account at any point. (I will attatch a photo) *message is in Norwegian*
• I played slots. Tried live for a few rounds but that did not impact the balance in a meaningful way.
• No bonus was used. I deposited 1500kr without any bonus and it increased from that point.

Thank you very much, xxzoulexx2, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello xxzoulexx2,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BigBoost Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal

Yes please, I would like to add that as of the time posting this reply Big Boost still hasent replied to any of my attempts of contact. I sent all of my communication with the casino to Tomas, have this been forwarded to you?

Thanks Michal

Dear xxzoulexx2,

Can you comment on the issue brought up by the casino?

I am not fully understanding all of the abbreviations. But I do recall back in 2022 when a bunch of unauthorized transactions went through on my card wich later on ended as a police report. After the legal process the unauthorized transactions were refunded through my bank. I was not notified or playing at a casino at the time this happened.

all of the unauthorized transactions were later on regarded as atempted scam by both the police and my bank.

So that there has been charge back on Another account 2 years ago is new information for me.

Dear BigBoost Casino,

Do I understand correctly that the email address that the player had provided here, is connected to the cross-brand account, that was suspended due to chargebacks?

Dear xxzoulexx2,

Can you comment on the fact that your email was used to register for Lucky Spins? Did you make this registration?

Through out the years I have had accounts on different sites. I do not recall having one on lucky spins. But the dates of the chargebacks is close to the dates of the unauthorized transactions i mentioned earlier.

Do I understand correctly that you are insinuating that someone else used your credit card to deposit to the casino, while also using your email address?

No, i found and e-mail from lucky spins, confimring that I have had an account with them. But I did not make any deposit nor was I playing at that time.

the whole case with the unauthorized card use was also for a larger amount then shown here aswell.

again, this all went through the legal process and the money that eventualy was refunded was my insurance due to the Fact that the bank never where able to trace the transactions.

Dear xxzoulexx2,

I haver been informed by the casino representative that you have provided us with an email that was connected to Lucky Spins, and not to BigBoost, can you check and confirm to us which email address is connected to your account at BigBoost Casino?

Dear xxzoulexx2,

I am in contact with a casino representative outside of this thread, I will let you know with any updates I might have.

Okay, thank you.

I have one question though, is there anything else I can provide or do to hopefully resolve the situation?

Dear xxzoulexx2,

Here is the information I was able to gather, with the help of a casino representative:

The email e***.******g@gmail.com is connected to Lucky Spins (the account was created on the 25th of September 2022), and this account has the aforementioned chargebacks  

x********2@gmail.com is connected to BigBoost(the account was created on the 4th of October 2024) and LuckySpins (created on the 21st September 2024)

All three accounts have matching details such as name, address, date of birth, and password.

Can you confirm this information?

I was not aware of the Fact that I had two accounts on lucky spins. But if the information is the same as mentioned that might very well be the case.

The one beeing made in 2024 might be me trying to log back into what i thought was an old account? If that is the case I would be right in assuming that that account has not had any transactions.

If my memory is not failing me I belive that I never actually played on happy spins in 2024.

Dear xxzoulexx2,

I am in contact with a casino representative outside of this thread, I will get back to you with any and all relevant information. Your patience is appreciated.

Dear xxzoulexx2,

I am waiting for additional evidence and I will need more time to investigate, so I am setting another time. Thank you for your patience so far.

I see, than you for letting me know. Looking forward to it!

Thank you

Dear xxzoulexx2,

I have to inform you that the evidence I was able to review has shown that you had 2 accounts on the Lucky Spins platform, the first account was closed due to multiple chargebacks, and the second account was closed due to breaching the multiple account rule. Your account at BigBoost Casino was closed due to the reason of previously mentioned fraud as well.

A substantial amount of evidence proves that all of the accounts shared your personal information and, therefore could be connected.  

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.