Big Lucky Casino - Player's account has been closed and winnings confiscated.

Hello Casino guru,

My account was blocked and also my amount 9k was confiscated... Help me

Hello,

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

When exactly was your account blocked?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino?

What types of games did you play?

Did you receive any emails from the casino after your account was blocked, explaining the reason for the closure of your account?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

I didn't submit any documents or they didn't ask any kyc... Its my first withdrawal..

I played only monopoly big baller..

Yes, i received mail about my account blocking sayinv that you break our 17 terms and condition...

But i can't understand what is wrong with this... I don't have any other accounts or i didn't break any rules... Then why casino blocked my account and confiscate my amount... Please solve my problem

Could you specify the exact date your account was blocked?

Also, please forward me all the communication between you and the casino customer support regarding the closure of your account at veronika.f@casino.guru.

My account was closed at july 30 at 11:30pm...

I already send communication between me and biglucky casino to your mail .. Please check that and find solution for me.. When i ask they saying about 17 line terms and conditions...But i didn't breach any terms and conditions...i didn't create any duplicate accounts or i didn't play with bonus...

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Sham123 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Big Lucky Casino for their help in resolving this complaint. We would like to know why was the player's account closed and winnings confiscated.

Thank you!

Dear Sham123,

The casino has provided me with evidence in relation to your recent activity, and it has come to our attention that there are strong indications you have engaged in opposite betting in collaboration with other users.

As you may be aware, opposite betting is strictly prohibited within the online gaming and casino industry. This practice is widely regarded as abusive behaviour and is expressly forbidden by the terms and conditions of most reputable operators. Game providers also monitor such activity closely and routinely alert casinos when suspicious patterns are detected.

Given the information presented, we find the actions taken by the casino to be proportionate and in line with industry standards. As such, we must support their decision and will be rejecting your complaint on this matter.

We strongly advise against engaging in this type of behaviour in the future, as it is easily identified through modern detection tools and may lead to permanent exclusion from platforms or the forfeiture of winnings.

Thank you for your understanding.

Kind regards,

Peter