BiggerZ Casino - Player’s account has been closed and funds confiscated.

I would like to submit a complaint regarding the closure of my account and confiscation of my balance (4291 USD) by Biggerz Casino.

On March 2, 2026, I played at the casino and later requested a withdrawal. However, my account was suddenly closed and my withdrawal was cancelled without a clear and consistent explanation.

When I first received an email from the casino, I was informed that the reason for the account closure was related to a violation concerning account usage restrictions. However, in a later email response, the explanation changed, and I was instead accused of violating maximum bet limits while using a bonus.

This inconsistency raises serious concerns, as the stated reason for the account closure was changed during communication. It is unclear which rule I am actually accused of violating, and no evidence has been provided for either claim.

Additionally, when I contacted live support, I was told that:

The decision was final and my account would not be reopened

At the same time, my account was said to be "under review"

These statements contradict each other and further add to the lack of transparency.

After I responded to the casino and disputed the allegations, I have not received any reply for the past 5 days, which I believe is an unreasonable delay and shows a lack of proper communication.

I would like to clarify the following:

I used a welcome (first deposit) bonus in good faith and followed the Terms and Conditions.

I did not knowingly violate any rules, including maximum bet restrictions.

I am willing to fully cooperate and complete the KYC verification process if required.

I understand the importance of compliance procedures; however, closing my account and confiscating my balance without a clear, consistent explanation or supporting evidence is unfair.

I respectfully request that the casino:

Provide a clear and consistent explanation of the alleged violation.

Provide evidence supporting their claim.

Allow me to complete KYC verification if necessary.

Reconsider their decision and process my withdrawal if no valid violation is proven.

Thank you for your assistance.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

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Hello,

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

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

• Could you please advise how long you were a player at the casino?
• What games did you play to accumulate your current balance in the casino? (which slots, game providers, live/table games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your response and for looking into my case.

I would like to provide the requested information:

・I was a player at the casino for only one day (March 2, 2026).

・I played slot games as well as the casino’s original crash-style game.

・Regarding the communication with the casino, I will forward the relevant emails and provide screenshots of the live chat shortly.

Please let me know if you need any additional information from my side.

Thank you for your assistance.

Best regards,

Dear kai9nn,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Stefan (stefan.m@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear kai9nn,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from BiggerZ Casino to join this conversation and assist in addressing the complaint.

Dear BiggerZ Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Hello Stefan,

Thank you for the opportunity to clarify this case.

Following a detailed review of the account, we identified a breach of our Terms and Conditions related to bonus abuse.

Specifically, the player’s account was found to have IP overlap with another account that also actively used the Welcome Bonus. Our terms clearly state that bonus offers are limited to one per person, household, IP address, or shared environment. The presence of multiple accounts using bonuses from the same IP constitutes a violation of these rules.

Due to this, the winnings generated from bonus-related activity were deemed invalid in accordance with our bonus policy.

We would also like to clarify that the account was reviewed based on internal risk checks and the underlying reason remains consistent - bonus abuse through linked accounts.

For transparency, we are happy to provide supporting evidence (e.g. IP overlap and account linkage data) directly to CasinoGuru you via email.

Please let us know if you require any additional details.

Hello kai9nn,

We would like to update you that due to Stefan, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Stefan has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Stefan will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear BiggerZ Casino,

Thank you for your response. Could you please provide us with the evidence at my email address stefan.m@casino.guru?

I look forward to your reply.

Hi Stefan,

Thank you for your message.

We have shared the requested evidence with you via email. Please let us know once reviewed or if anything further is required from our side.

Dear kai9nn,

I would like to inform you that the complaint is currently being discussed outside of the complaint thread. We will update you as soon as we reach a conclusion.

Dear BiggerZ Casino,

We have responded to your email and will be awaiting your reply.

Dear Stefan,

Thank you for your update.

We have responded via email and will await your feedback. Please let us know if any additional information is required from our side.

Dear BiggerZ Casino,

Thank you for your response and continued cooperation.

We have sent you an email regarding this case and kindly ask you to update us here on the next steps.

I look forward to your response.

Hi Stefan,

We have sent you an email. Please review and get back to us whenever you have a chance.

Thank you!

Dear BiggerZ Casino,

I have responded to your email and will be awaiting your reply.

Hi Stefan,

We have now responded to your email and we will send the player a link to select a verification slot.

We will keep you posted on the outcome.

Dear BiggerZ Casino,

Thank you for your response and continued cooperation. Please let us know once the date of the verification has been set.

I look forward to your response.

Hi Stefan,

The date of verification has been set for today. We update accordingly.

Dear BiggerZ Casino,

Could you plese inform us about the outcome of the verification?

I look forward to your response.

Dear Stefan,

We have now provided a detailed update via email, including the outcome of the verification call and supporting evidence.

Please let us know if you have any further questions.

Dear kai9nn,

We had the opportunity to thoroughly review the situation, and it appears that you did not successfully pass the verification process. Under these circumstances, I am afraid we have to agree with the casino’s decision.

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always strive to help players resolve their issues whenever possible.

Please remember that you are always welcome to contact us again if you encounter any problems with any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be reviewed, our team is here and ready to support you.

Kind regards,

Stefan

Casino.Guru