BigWin Casino - Player's winnings have been confiscated.

I made a deposit on 8/7 and played, winning, but after verifying my KYC on 8/22 and submitting a withdrawal request, I received several responses stating it was under review.

Today, when I asked about the status of my withdrawal, I received an email informing me that the funds had been confiscated.

Since I haven't been provided with a reason, I would appreciate your assistance in this matter.

Dear omasasan98,

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. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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,

Kristina

Thank you for contacting us.

I will explain each step in order below.

1. Could you tell us which games you focused on - slots, live casino, sports betting etc?

I only played video slots and all my winnings were confiscated this time.

2. Can I understand that I have passed the KYC verification?

No problem.

I have submitted the required KYC and it has been verified.

3. Have you won any winnings with or without an active bonus?

I received my first deposit bonus, played and won some money.

Thank you very much for your reply, omasasan98. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded the email correspondence to the attached email address.

Please check.

Thank you very much, omasasan98, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you omasasan98 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BigWin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Due to changes in regulation the casino currently does not operate under a license therefore there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Peter