BiggerZ Casino - Player’s winnings are being confiscated.

Hi, I will use a translator because my English is very weak.

I was registred at this casino on December 2025.

Made deposit 13.5 ltc and activated welcome bonus.

In total after wager was met my balance was about 220 ltc

I made withdraw, and then casino asked to complete verification. I sent photos, then casino asked more specific photos with date and casino name. I sent it too.

Then casino asked to pass video call.

I immediately wanted to ask them what language it would be in. And they said English. I started to clarify that I couldn’t do this since my level of English is very weak and I haven’t used it since school.

The casino replied that such a possibility was available. That in the Zoom app options, there were options for some kind of automatic transfer. And we agreed on a specific time. I specifically took that time off from work, but the casino didn't show up.

After that, we agreed on another time and were able to video call.

Here, I think it's important to note that when the casino wrote to me about a video call, the call description was as follows: "The video verification call is a standard security procedure required to complete the verification of your account. During the call, our representative will confirm your identity by asking you to show your identification document and answer a few questions."

I took another free hour from work to complete this verification. I grabbed my ID and then had a video call. During the call, I showed my ID. Then the casino started asking me to log into my online account, but I had nothing ready to do so. I logged in from a laptop that was accessible at work. I didn't have my personal email or casino account there.

I said I needed time and started trying to log into my email and casino account to do what the casino said. But after a while, the casino said the call was over and that we would contact later. I realized that we could continue the call another day and I would be able to complete everything they asked.

I'm very upset about all of this. I did everything the casino asked, but they told me they were taking my winnings. They're telling me I can't end the call and they're taking all my money. I need your help.

I want to point out that I wasn't asked or told that I'd have to immediately reset my password or that I needed access to all of this. Verification time is limited to working hours, while I'm at work. I didn't think the casino was so unfriendly.

I ask you to help me if it is possible.

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.

Stay safe.

Dear evy8,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly, and it might take a few working days to complete this thorough process.

To clarify your issue:

• Could you please let me know which other verification documents you have already provided and when exactly you sent the last one?
• Have you provided all the required documents as soon as possible and in the correct format?
• Did the casino inform you beforehand that you needed to log into your account during the video verification?

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

Petra

I sent a video with my ID and a piece of paper with text. After that, they told me to follow the link and sign up for video verification.The last time I sent a video was around January 12th. After that, only video verification.

Yes, I provided all the documents and also the video that I was asked for as soon as possible.

The casino didn't tell me what would be required during video verification. Video verification was only available during business hours, which is also when I work. I chose a time and connected to verification from another device, and it was difficult for me to know all the passwords for logging into the website or email. I wasn't warned that I needed to log in anywhere or show anything. I also don't carry my phone or crypto wallet with me; it stays at home.

Thank you for your reply and for providing the previous details, evy8.

• What specific reasons did the casino provide for delaying your withdrawal?
• Do you have a record of your communications with the casino regarding the verification process?

Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

The casino rejected my withdrawal because I couldn't access my crypto wallet or email during video verification. I wasn't warned that I needed to have this information with me. I was also told that I needed to make another call because time was up, but the casino didn't want to talk to me anymore.

I don't have many screenshots of the correspondence, I didn't know that I needed to do this. I sent you the last one.

Dear evy8

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 Jana (jana.k@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,

Petra

Dear evy8,

 

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

 

Now I would like to invite BiggerZ Casino representative to join this conversation and participate in the resolution of this complaint.

 

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

 

Thank you in advance for providing the information.

Hello Jana,

Thank you for your message.

Following a detailed review, we would like to clarify that the withdrawal was placed on hold due to the player not successfully completing the required verification process.

As part of our enhanced security checks, triggered by internal risk indicators, the player was asked to complete a video verification call in order to confirm account ownership.

During the verification process, the player was required to demonstrate access to key elements of the account, including the registered email address and the crypto wallet used for deposits. However, the player was unable to demonstrate control to neither their wallet used for deposit, nor their email address used for registration, and therefore we were unable to confirm that the account is being operated by its rightful owner.

We would like to emphasize that successful completion of these steps is mandatory, especially in cases where additional security checks are triggered. Without this confirmation, we are unable to proceed with the withdrawal.

We are also able to provide any supporting evidence related to the verification process and our findings directly to the CasinoGuru team for review if needed.

Dear BiggerZ Casino,

thank you for your reply.

Dear evy8,

Please understand, that know your customer (KYC) is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

The casino didn't warn me in advance what I needed to show for verification. I'm willing to provide all the information and show everything they need without any problems. I also asked the casino to go through verification again and show everything they need, but they refused.

Dear BiggerZ Casino,

We hope this message finds you well. We would like to follow up on behalf of the player who previously reached out regarding her willingness to undergo the verification process again. Would it be possible for you to assist her with this request? Your support would be greatly appreciated.

Dear Jana,

Thank you for your message.

We would like to clarify that the player was already given the opportunity to complete the verification process. However, the verification could not be successfully completed, as the player was unable to demonstrate ownership of the deposit wallet and did not provide access to the email address used for registration.

These are essential requirements under our security procedures, and without them, we are unable to confirm account ownership.

As a result, the verification process has been considered unsuccessful, and the case has been handled in accordance with our Terms.

If required, we are ready to provide further details and supporting evidence directly to the CasinoGuru team.

Thank you for your understanding.

Dear BiggerZ Casino,

thank you for your message. I kindly ask you to send the evidence regarding this specific case to jana.k@casino.guru. Your assistance is greatly appreciated.

I was not informed that I need to have email and that I need to login to account, I do not have at that moment data from my email and casino account. Those data is on my home laptop.

Hi Jana,

Thank you for your message.

We have shared a detailed response along with the supporting evidence via email. Please let us know if any further information is required from our side.

Dear evy8,

After carefully reviewing the evidence provided by the casino, I regret to inform you that your complaint has been dismissed. Please do not hesitate to reach out to us if you encounter any issues in the future; we are here to assist you.