BigWins Casino - Player is unable to close her account.

There seems to be no option to close accounts with this casino. I’ve been trying to close my account since May.

their customer support tell you to email them, their general email address does not get delivered and the VIP email has changed 3 times since being signed up with them but I don’t get any response about closing my account.

however if you email about a bonus or cash back they reply/put money in your account.

I attempted to withdraw money 3 different ways (bank/credit card/crypto) and each one was declined and returned to my account.

payments to the casino appear on your accounts as anything except a casino such as hotels and spas across Europe.

I’ve put in the full amount I’ve deposited over the time I’ve had an account with them as my disputed amount. I can provide card statements for each deposit if needed.

If I constant CS about closure I get told "someone will reach out to me soon" and immediately close the chat.

Dear DollyRocka,

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

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

• Could you please share a reason for the account closure you gave to the casino when requesting it?
• Is there any withdrawable balance on your account you wish to withdraw?
• 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, I’ve responded the the email given above with screen shots and more context.

thanks 👍🏻

Thanks for your email and the explanation.

Dear DollyRocka,

When applying for self-exclusion in casinos outside of UKGC jurisdiction, clearly state the reason for deactivating your account and specify the time period. Also, the email "Subject" should be clearly marked and easily recognizable as the casino support receives many requests per day. If it is marked visibly you will stand a better chance of having your request granted as soon as possible. 

Example:

Email subject: Self-exclusion

Player’s info:

First name:

Last name:

DOB:

Casino login:

Email address:

"Greetings Bigwins support,

I’m writing to inform you that I wish to exclude immediately from this casino and from receiving any gambling-related marketing material for a minimum period of xxx months/years (permanently).

The reason for my decision is xxx (due to gambling problems)

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to support@bigwins2.com (you can CC me at tomas@casino.guru in the copy) and keep me informed about any further developments. Thank you in advance.

If you have any other open accounts in online casinos, I would like to call your attention to our Self-Exclusion Assistance Tool https://casino.guru/global-self-exclusion-initiative/assistance-tool

This tool will make it easier for you to block your casino accounts across multiple gambling establishments simultaneously and is not affiliated with any specific casino. The Self-Exclusion Assistance Tool was designed to assist individuals who may be facing challenges with their gambling habits by helping them limit their access to gambling and reduce the potential for further harm.

As part of our Global Self-Exclusion Initiative, we've partnered with BetBlocker, a UK-registered charity providing a free service to support people worldwide. You can find more information about our initiative here (https://casino.guru/global-self-exclusion-initiative) and about BetBlocker here (https://betblocker.org/).

BetBlocker, which supports seven languages, is quick and easy to install on multiple devices, taking just 2 minutes. Once installed, it blocks access to over 84,230 gambling websites and runs quietly in the background. The service can be used anonymously and helps individuals manage their access to gambling safely and appropriately, whether that means complete restriction or limiting access during vulnerable periods. 

Additionally, BetBlocker includes a list of 824 gambling information sites. These sites primarily inform users about and advertise gambling services. You can choose to include these sites in your restriction by ticking a box. However, if you have an ongoing complaint against a gambling operator, do not check this box, as it will prevent you from accessing the Casino.Guru website as well.

Dear Tomas,

i’ve just done so, and also sent to all other email addresses the casino has told me to use. However 3 of the addresses including support fail delivery.

Thank you very much, DollyRocka, for providing the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Thank you.

just to make you aware my account with big wins is still live.

Dear DollyRocka,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear DollyRocka,

I am very sorry about the situation, but we are unable to continue with the investigation as the casino team has not responded. Please note that this complaint will have an impact on their safety index on our website. Be aware that the BigWins Casino is not licensed and has a low safety index on our site. 

Best regards, Jozef