BigBoost Casino - Player’s account has been closed and his funds have been confiscated.

Hello, this casino blocked my account without saying why, they refuse to withdraw my deposit amount, they stole my deposit of 2600 kr! This is a scam casino

Dear Oliver,

We regret to inform you that your access to our services has been terminated, and your gaming accounts have been closed. This action has been taken in accordance with sections 11.1 and 11.2 of our Terms and Conditions.

As a result, any remaining funds in your accounts have been withheld. 

Additionally, please note that any attempts to create new accounts will be detected and will result in immediate closure, along with forfeiture of funds.

We understand that this may be disappointing news, and we appreciate your understanding of our policies in this matter.

If you have any questions or require further clarification, please feel free to contact our support team. We're here to assist you.

Thank you for your cooperation.

Best regards,

Elliot

Dear smittmtrs12,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.

Could you please advise what games did you play?

Did you accumulate any winnings with your deposit?

Did you play with an active bonus?

Could you please specify if you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I don't remember what games I played, there are a lot of them

I didn't receive the winnings. I put part of the deposit on withdrawal

played with bonus

I didn't pass the KYC check, I wasn't offered to pass it

Could you please specify what type of bonus you activated? Ideally, please send me the screenshot with the bonus or a link to it. Thank you for your cooperation.

100% bonus on first deposit

Thank you very much, smittmtrs12, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello smittmtrs12,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite BigBoost Casino to join the conversation.

Dear BigBoost Casino,

Could you kindly provide more explanation as to why the player's account was closed? I recognize that the casino has the right to close accounts at its discretion. However, it's important that all financial obligations are met before doing so. If the player's winnings were legitimate and no rules were breached, the funds in their balance should have been paid out. Could you please clarify why this has not been done?

Hi everyone

I am sincerely sorry that you had a bad experience with us.

I will look into your case and get back to you.

Thank you for your patience and understanding.

Regards,

Big Boost

Hi all

Thank you for giving us time to look into this case.

Here's a breakdown of this case:

The customer deposited with Crypto and claimed the welcome bonus. (100% match-up to the DP amount 2,499.99 NOK)

The player used the DP (real) funds on the games called Turbo Mines and Mines Dare2Win, but tabbed out from the game to collect the winnings later. This allows the customer to start playing with his bonus funds straight away, while his real funds are in an open session and are waiting for settlement.

In the meanwhile, this player went to games like London Tube, Lucky Strikes and Take the Bank and used the bonus to purely progress through the state of the game. This can be seen by the betting pattern, he seted up the game in a favourable position based on the stake of the game & the fact that he used up the bonus funds, but then dropped the bonus at a minimum amount.

Looking at his behaviour, his next step (after approving the WD) would've been collecting the winnings from those games.

Either way, the account was closed for breach of Bonus Policy:

"Using bonus funds solely to get through "state" games, games with levels, bonus levels and games with similar features may result in winnings from the last bonus rounds being removed. The same can happen with other winnings from the same bonus offer."

"The management at Casino Days Casino reserves the right to withhold or confiscate any bonus and/or winnings obtained as a result of fraud or other dishonest methods."

and 11.2 of T&C

If you need more information, please do let me know.

Regards,

Big Boost

Tell me what does the cancellation of winnings from the last bonus rounds have to do with the confiscation of the deposit? In your rules it is written "The Casino Days Casino Administration reserves the right to withhold or confiscate any bonus and/or winnings received as a result of fraud or other dishonest methods."

But, I didn't win anything, I put part of the deposit on withdrawal. You stole my money, scammers!!!

Thank you for your response and the provided evidence, Big Boost team.

Dear smittmtrs12,

After gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's bonus terms and conditions as mentioned above.

 Upon reviewing the response from the casino team, it is evident that due to your violation of the terms, the casino team has also enforced rule 11.2, which is outlined as follows:

In this instance, we cannot disagree with the casino team's decision. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru