BiggerZ Casino - Player's winnings are confiscated.

When I registered with this casino, they offered a 150% first deposit bonus, so I took advantage of it, deposited $100 and received a $150 bonus.

I played slots and won, and when my balance reached about $1,450, I met the withdrawal requirements.

After completing my identity verification, I applied for a withdrawal and was asked to provide video verification, which I submitted.

I was then told that my request had been accepted, but when I requested a withdrawal I received an email saying that my winnings would be confiscated due to a violation of the terms of service.

I would like an investigation into this as I cannot accept this confiscation.

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Dear daikikatada,

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

To assist you further and clarify the situation, could you please provide the following details?

• Could you specify the exact terms of service that you were informed were violated?
• Can you confirm if you received any communication from the casino regarding your account status before the confiscation email?
• Were there any additional conditions or requirements that you were aware of regarding the bonus you received?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Here are the terms of use that were violated:

I received video verification from live support, so I was told to apply for a withdrawal.

There are no screenshots or anything.

There are no additional terms or requirements.

Dear daikikatada,

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

To proceed with your case, could you please provide the following information:

• A screenshot or link to the bonus that was granted to you.
• Your game history and withdrawal history.
• An update on your current verification status.
• Any additional communication you have had with the casino. This may include screenshots, emails, or chat records.

You can send all the documents to: petra.h@casino.guru or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

I uploaded a photo of the bonus.

History has been uploaded.

I was told that my identity verification was complete, but my balance was forfeited, and the $100 I deposited was refunded.

I am forwarding your email.

Dear daikikatada

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 Martina (martina.b@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 daikikatada,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. 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 representative, could you please provide more information about this case and state the reason why the player´s winnings have been confiscated?

Thank you in advance for providing the information.