Big Win Box Casino - Player’s account closure is repeatedly ignored.

There not licensed with the Gambling Commission but are accepting UK players

I closed my account in 2024 and stated it was due to Gambling problems, the resfused to close it permanently and every 30 days it reopened. I played and lost again in Feb 2025, I asked then to close my account on the 24/12 5/02 and again on the 10/20 and they didn't. They eventually did after I asked for my deposits back.

The have gamstop on there website, but there no a member of Gamstop, what's also weird the log in page take you to a second log in page with a different address.

I won about £3000 but they only let you withdraw 400 at a time, this resulted in my losing most of it. I was left with 400. They asked for ID for a fully verified account. I submitted this and at this time they did close the account. I sent them additional documents and they still refused the withdrawal because they said the withdrawal method wasn't verified, yet I'd send then the document to verify it no less then 8 times. They cancel the withdrawal and refused to resubmit it so they made me re-open the account to resubmit it myself despite knowing I'm an addict.

The route deposits though may different companies, I'm concerned this is money alleged laundering, they also charge deposit fees and ask you to tip them when you withdrawal

They have fake trustpilot review on their awebsite

They failed to safeguard me , when I said I felt suicidal they did nothing ( im fine now dont worry )

Im not sure how much I deposited you can't view this information so the dispute amount might be inaccurate

Dear lynthatsall,

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

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

• Could you please share a screenshot of the website with the web address of the casino visible?
• Could you please share with me your earliest attempts to seek player protection from the casino?
• Send emails or chat transcripts to my email at [email protected], 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

I really appreciate help, I've send the documents you ask for . I did have more emails spanning back to last summer but I've deleted them unfortunately

Thanks for your messages.

Is there any communication in which you informed the casino about having gambling problems earlier than in your email from March 7th? Could you please forward it to me?

When was the last time you were allowed to deposit in the casino?

My email is [email protected]

I have told them before before the 7th in live chat and email but I dont have a copy. Last night over 1k , I've begged them to close the account and they won't.

Thank you very much, lynthatsall, for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), 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 lynthatsall,

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 Big Win Box 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

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. Since the casino operates without a valid license and doesn't refer to any ADR service, 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,

Michal V