BiggerZ Casino - Player’s winnings have been confiscated.

I deposited €100 at BiggerZ Casino and received a 150% welcome bonus. I carefully followed the bonus terms and conditions and completed all wagering requirements successfully.

After completing the wagering requirements, I accumulated winnings of approximately €3,000. When I requested a withdrawal, BiggerZ Casino refused to pay my winnings, claiming that there were multiple accounts and/or IP-related issues associated with my account.

I strongly deny these allegations. I have only used my own personal account and have not intentionally violated any bonus terms or created multiple accounts. During my gameplay, I accessed my account from my home internet connection and, on one occasion, from my mobile hotspot, which may explain different IP addresses.

I submitted all requested verification documents and contacted the casino multiple times via live chat and email. The live support informed me that the decision was final, but no sufficient evidence or detailed explanation supporting the allegations has been provided to me.

The casino refunded my original €100 deposit but confiscated my €3,000 winnings despite the wagering requirements having been completed successfully.

I am requesting an independent review of my case. I believe my winnings were obtained legitimately and I kindly ask for assistance in resolving this dispute and obtaining the payment of my €3,000 winnings.

I can provide screenshots of my communication with the casino, withdrawal history, and any additional verification documents if required.

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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.

• What types of games did you play while your welcome bonus was active?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Which payment method did you use to deposit money into your casino account?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification purposes?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?

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

Hello Veronika,

thank you for reviewing my complaint.

I would like to add a clear and complete explanation of my case.

I found BiggerZ Casino through CasinoGuru, registered there for the first time and created only one account. I deposited 100 EUR and accepted the 150 percent welcome bonus. I played according to the bonus rules and completed the wagering requirements successfully.

After completing the wagering requirements, I requested a withdrawal of 3,000 EUR. This withdrawal was then cancelled by the casino. The reason given was that the welcome bonus had allegedly already been used with the same IP address.

I fully dispute this accusation.

I did not create multiple accounts. I did not use the welcome bonus more than once. I did not knowingly violate any bonus rule. This was my first account at BiggerZ Casino, and I followed the rules as I understood them.

I have documented everything carefully, including screenshots of the transaction history, the cancelled 3,000 EUR withdrawal, the 100 EUR deposit, the later 100 EUR withdrawal, the cashout cancellation email, bonus emails, chat conversations and the casino’s explanations.

Another important point is that the casino has now confirmed in live chat that my documents are verified. They also processed and paid out 100 EUR to me. This makes the situation very confusing and inconsistent. If my account and documents are verified enough to process a 100 EUR withdrawal, I do not understand why the 3,000 EUR withdrawal is still being withheld.

The casino keeps repeating the IP address argument, but so far they have not provided clear technical proof that I personally used the welcome bonus before, that I had another account, or that my email address, personal details, payment method or device were connected to another bonus claim.

A general statement about an IP address is not enough in my opinion to justify cancelling a legitimate 3,000 EUR withdrawal, especially when I can prove that I deposited, played, completed the wagering requirements and requested the withdrawal.

I also received further bonus offers from BiggerZ after the disputed cancellation, which makes the whole situation even more questionable.

I kindly ask CasinoGuru to help me resolve this case fairly. I won this money legitimately and I believe BiggerZ should either pay out the 3,000 EUR or provide clear and specific evidence proving their accusation.

At the moment, BiggerZ support told me that my case has been escalated to the relevant department, but I have not received a final solution yet.

I am ready to provide all screenshots, emails, transaction history and chat logs if needed.

Thank you very much for your help.

Hallo Veronika,

vielen Dank für Ihre Rückmeldung und dafür, dass Sie meinen Fall prüfen.

Ich möchte meinen Fall nochmals klar zusammenfassen, damit alle wichtigen Punkte nachvollziehbar sind.

Ich habe BiggerZ Casino über CasinoGuru gefunden. Aufgrund der Bewertung und Darstellung auf CasinoGuru hatte ich Vertrauen, mich dort anzumelden.

Nach meinem Wissen habe ich dort zum ersten Mal ein Konto erstellt, 100 EUR eingezahlt und den angebotenen Willkommensbonus genutzt. Ich habe mehrere Stunden gespielt, die Bonusbedingungen beachtet und die Umsatzbedingungen erfolgreich erfüllt.

Danach habe ich eine Auszahlung von 3.000 EUR beantragt. Diese Auszahlung wurde vom Casino abgelehnt. Als Begründung wurde angegeben, dass der Willkommensbonus angeblich bereits über dieselbe IP Adresse verwendet worden sei.

Diese Begründung bestreite ich ausdrücklich.

Ich habe kein zweites Konto erstellt, den Willkommensbonus nicht mehrfach genutzt und nicht bewusst gegen Bonusregeln verstoßen.

Ich habe mich normal aus Österreich eingeloggt. Ich habe keinen VPN verwendet, weder bei BiggerZ noch jemals zuvor in meinem Leben. Ich verwende auch keine IP Maskierungssoftware und habe meinen Standort nicht verschleiert. Es kann höchstens sein, dass ich einmal über mein Heim WLAN und einmal über mobile Daten beziehungsweise Hotspot online war. Das ist jedoch keine bewusste Verschleierung und kein Beweis für mehrere Konten.

Besonders wichtig ist für mich folgender Widerspruch: In meinem Transaktionsverlauf sieht man, dass meine Einzahlung von 100 EUR akzeptiert wurde, dass die Auszahlung von 3.000 EUR abgelehnt wurde und dass mir später eine Auszahlung beziehungsweise Rückzahlung von 100 EUR akzeptiert und gutgeschrieben wurde.

Wenn mein Konto, meine Identität, meine Zahlung oder meine Verifizierung angeblich problematisch wären, verstehe ich nicht, warum BiggerZ überhaupt 100 EUR auszahlen konnte, während die 3.000 EUR weiterhin verweigert werden.

Außerdem habe ich im Live Chat direkt nach meiner Verifizierung gefragt. Dort wurde mir mitgeteilt, dass meine Dokumente auf deren Seite bereits verifiziert seien. Auf der Profilseite beziehungsweise im Verifizierungsbereich wirkt es für mich jedoch weiterhin unklar, ob mein Konto vollständig verifiziert ist. Auch deshalb bitte ich um eine klare schriftliche Erklärung des Casinos.

Seit Tagen schreibe ich mit dem Support. Mir wurde mehrfach gesagt, dass mein Fall an die zuständige Abteilung eskaliert wurde und ich warten soll.

Eine konkrete Lösung, eine Ticketnummer, ein klarer technischer Beweis oder eine nachvollziehbare endgültige Begründung habe ich bisher nicht erhalten.

Ich habe alles dokumentiert: Screenshots vom Transaktionsverlauf, Screenshots vom Verifizierungsbereich, E Mails zur abgelehnten Auszahlung, Chatverläufe mit dem Support, die Bestätigung zur Eskalation und die Aussagen zur Verifizierung.

Ich möchte auch ehrlich sagen, dass mich dieser Fall mittlerweile sehr belastet. Ich habe inzwischen viele Stunden in die Dokumentation, Kommunikation und Klärung investiert.

Die Situation lässt mich kaum zur Ruhe kommen, weil ich überzeugt bin, nichts falsch gemacht zu haben. Ich habe lange gespielt, die Zeit völlig übersehen, die Umsatzbedingungen erfüllt und hatte endlich einmal Glück. Danach wurde mir die Auszahlung von 3.000 EUR verweigert, ohne dass mir bisher ein konkreter und überprüfbarer Beweis vorgelegt wurde.

Ich möchte den Fall weiterhin fair und sachlich über CasinoGuru lösen. Sollte es jedoch keine faire Lösung geben, werde ich weitere Schritte prüfen müssen, einschließlich anwaltlicher Unterstützung und meiner Rechtsschutzversicherung.

Ich bitte CasinoGuru daher dringend um Unterstützung. Ich möchte nicht hinnehmen, dass ein Casino einen Gewinn von 3.000 EUR einbehält, obwohl ich eingezahlt, gespielt, die Umsatzbedingungen erfüllt und den Gewinn aus meiner Sicht fair erspielt habe.

Ich bestehe auf mein Recht als Spieler und Kunde auf eine faire Prüfung, eine klare Begründung und die Auszahlung eines rechtmäßig erspielten Gewinns. Wenn BiggerZ behauptet, dass ich gegen Regeln verstoßen habe, sollte das Casino konkrete technische und überprüfbare Beweise vorlegen. Eine allgemeine Aussage über eine IP Adresse reicht aus meiner Sicht nicht aus, um 3.000 EUR einzubehalten.

Ich bitte CasinoGuru, BiggerZ aufzufordern, entweder die 3.000 EUR auszuzahlen oder klare, konkrete und überprüfbare Beweise vorzulegen, warum diese Auszahlung verweigert wird.

Vielen Dank für Ihre Unterstützung.

Dieser Fall ist für mich sehr wichtig, und ich werde ihn nicht aufgeben, weil ich überzeugt bin, dass ich das Geld fair gewonnen habe.

Mit freundlichen Grüßen

Markus K.

Hello Veronika,

I have now received a written reply from BiggerZ Support and uploaded the screenshot here.

BiggerZ again states that my 3,000 EUR withdrawal was rejected because my welcome bonus was allegedly linked to other accounts using the same IP environment.

However, they still have not provided any clear, specific or verifiable evidence that I personally created or controlled another account, used the bonus more than once, or violated any rule.

They only refer generally to an IP environment. In my opinion, this is not enough to justify withholding 3,000 EUR, especially because I created only one account, used the welcome bonus only once, did not use any VPN or IP masking software, and played normally from Austria.

There is also another important contradiction: BiggerZ now writes that the full verification procedure is still ongoing. But in live chat I was previously told that my documents were already verified. In addition, BiggerZ already processed a 100 EUR payout or refund, while refusing to pay the 3,000 EUR.

This is very confusing and unfair from my point of view.

I kindly ask CasinoGuru to request from BiggerZ either:

clear, specific and verifiable evidence proving their allegation, or

approval and payment of my 3,000 EUR withdrawal.

I completed the wagering requirements and won this money fairly. I do not think it is fair that BiggerZ can keep repeating a general IP explanation without showing concrete proof.

Thank you very much for your help.

Hello Veronika,

I would like to add another important screenshot to my complaint.

BiggerZ is still sending me new promotional bonus offers by email, even after refusing my 3,000 EUR withdrawal and claiming that there was an issue with the welcome bonus or my account.

The new email was sent on June 19 and offers me another bonus: 100 percent up to 350 USD plus 50 Free Spins.

This is very confusing and contradictory to me. If BiggerZ claims that my account, bonus use or IP environment is problematic, why are they still actively sending me new bonus offers and encouraging me to deposit again?

In my opinion, this supports my concern that the casino accepts deposits and continues marketing bonuses to me, while refusing to pay out my fairly won 3,000 EUR.

I kindly ask CasinoGuru to include this screenshot in the review and ask BiggerZ to explain this contradiction.

Thank you.

Thank you for your responses and for providing more details regarding your case.

I understand that you have only one account at this casino. However, do you live with anyone else who may have also created an account at this casino and claimed the same welcome bonus?

Alternatively, has any of your relatives, friends, or acquaintances registered at this casino and accepted the same welcome bonus while using the same internet connection as you?

Dear Veronika,

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

To answer your questions clearly:

I have only one account at Biggerz Casino, and this was my first and only account there. I have never previously registered at this casino, claimed a welcome bonus there, or created any additional accounts.

I have played at other casinos listed on Casino Guru in the past, so it is possible that there may be some misunderstanding or confusion with records from other casinos. However, regarding Biggerz specifically, this was my first registration and my first welcome bonus.

As far as I am aware, no family member, friend, relative, or acquaintance has created an account at Biggerz Casino using my internet connection, my devices, or my household. I have no knowledge of anyone else claiming the same welcome bonus through my IP address.

I would also like to emphasize that I have acted honestly and in good faith throughout the entire process. I complied with the bonus terms, completed the wagering requirements, and requested a withdrawal only after meeting all conditions.

Since the casino continues to withhold my winnings without providing clear evidence, I will today file an official police report and continue seeking assistance from the relevant consumer protection authorities.

I am also requesting that the casino provide specific evidence supporting its allegations, including details of any allegedly linked account, IP match, or other information used to justify confiscating my winnings.

Thank you for your assistance and for helping to ensure that this matter is reviewed fairly and objectively.

Kind regards,

Markus K. (WhitetaigerMaxWin)

Hello Veronika,

I would like to add another important screenshot to my BiggerZ complaint.

I received another promotional email today, this time from CasinoGuru, recommending a casino game as a hot pick. I understand that this may be general marketing, but in my current situation it feels very difficult and frustrating.

I found BiggerZ through CasinoGuru and trusted the platform. I then played for many hours, more than eight to ten hours, completed the wagering requirements and won 3,000 EUR fairly. Now BiggerZ refuses to pay out my winnings, while I continue to receive gambling related promotional emails.

This situation is very stressful for me. I am not asking for special treatment. I am only asking for a fair review of my case and for BiggerZ to either pay out my 3,000 EUR winnings or provide clear, specific and verifiable evidence proving their allegation.

BiggerZ has still not provided concrete proof that I created another account, used the bonus more than once or violated any rule. They only refer generally to an IP environment.

Please include this screenshot in the complaint file and help me get a fair resolution.

Thank you very much.

Hello Veronika,

I would like to add another important update to my BiggerZ complaint.

BiggerZ has now marked the query as resolved, but my 3,000 EUR withdrawal is still unpaid and no concrete evidence has been provided.

They have confirmed in writing that I did not use a VPN. However, they still refuse my withdrawal only because of an alleged shared IP address. In my opinion, a shared IP address alone does not prove that I created or controlled another account, used the welcome bonus more than once or violated any rule.

BiggerZ also continues to send me new promotional bonus emails, including another offer of 150 percent up to 500 USD, while refusing to pay my 3,000 EUR winnings. This is very contradictory.

I kindly ask CasinoGuru to keep this complaint open and request from BiggerZ either the payment of my 3,000 EUR withdrawal or clear, specific and verifiable evidence proving their allegation.

Thank you very much for your help.

Hello Veronika,

I kindly ask CasinoGuru for serious help in this case.

I found BiggerZ through CasinoGuru and trusted the casino because it was listed and reviewed on your platform.

BiggerZ still refuses to pay my 3,000 EUR withdrawal. They confirmed that I did not use a VPN, but still rely only on a general shared IP explanation. They have not provided clear evidence that I created or controlled another account, used the bonus more than once or violated any rule.

I completed the wagering requirements and requested my withdrawal in good faith.

BiggerZ also continues to send me new bonus and deposit offers while refusing to pay my winnings. This is very contradictory.

Please ask BiggerZ either to pay my 3,000 EUR withdrawal or provide clear, specific and verifiable evidence.

Thank you very much.

Dear WhitetaigerMaxWin

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, Samuel (samuel.s@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,

Veronika

Dear WhitetaigerMaxWin,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BiggerZ Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BiggerZ Casino,

Please provide detailed information regarding the player’s issue, specifically the exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello Samuel,

thank you for taking over my complaint and for inviting BiggerZ Casino to respond.

I have already uploaded the most important screenshots and evidence. If you need anything else, such as transaction history, live chat screenshots, verification information or the promotional emails sent after the disputed withdrawal, I can provide it immediately.

I kindly ask that BiggerZ provides clear, specific and verifiable evidence for their allegation, not only a general shared IP explanation.

Thank you very much for your help.

Best regards,

Markus König

Dear Samuel,

Thank you for reaching out and inviting us to clarify this case.

We can confirm that the player's original €100 deposit was refunded in full. Only the winnings generated through the Welcome Bonus were withheld, in line with our standard procedure when a bonus abuse violation is identified.

Reason for confiscation:

Our fraud and compliance review identified that the player's account shares IP addresses with an unusually high number of other user accounts - specifically, two of the IPs used on this account were each linked to several hundred other accounts on our platform. This pattern is not consistent with typical household or mobile-network IP sharing (which usually involves a handful of devices/users at most). IP addresses shared across hundreds of distinct accounts are a strong technical indicator of proxy, VPN, or similar IP-masking services.

This falls under two provisions the player agreed to when registering:

• Bonus Terms: "All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device... Creating multiple accounts (duplicate accounts) will lead to termination of the accounts and confiscation of any gained winnings and active bonuses."
• General Terms and Conditions, Section 3.4: "You may not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location."
• 
  

While the player states he did not knowingly use a VPN, the IP-sharing pattern observed is not explainable by normal use of a single home or mobile connection, and is the basis for our decision. We are unable to share the full technical detection methodology, as this would compromise our ability to detect similar abuse going forward, but we're happy to share evidences with  CasinoGuru's team directly if needed for verification purposes.

Dear Samuel,

thank you for the update.

I strongly dispute BiggerZ Casino’s conclusion.

I have never used a VPN, proxy or IP masking software. BiggerZ has already confirmed in writing that I did not use a VPN.

I created only one account at BiggerZ, used the welcome bonus only once and did not create, control or benefit from any other BiggerZ account.

The only thing I can explain is that I have played at other online casinos before, and I may have used both my laptop and my mobile phone. I may also have used normal home internet, mobile data or hotspot. But this is normal player behavior and not a rule violation. It does not prove that I had multiple BiggerZ accounts or abused the welcome bonus.

My strongest point remains this:

Please verify whether there is any evidence connecting another account to my personal details, identity documents, email address, device, payment method, phone number or household, rather than relying only on a shared IP address.

If BiggerZ can only show shared IP addresses, I do not believe this is enough to confiscate 3,000 EUR. I had no knowledge or control over any other users allegedly connected to the same IP addresses.

I played for many hours, completed the wagering requirements and requested my withdrawal in good faith. I won this money fairly and I still insist that my 3,000 EUR withdrawal should be paid.

I have already documented the matter with the Austrian police and also sought legal advice. I would strongly prefer to resolve this fairly through CasinoGuru and BiggerZ without further escalation.

I kindly ask CasinoGuru to independently verify the evidence BiggerZ says they can provide and to check whether there is any real link between me and any other account beyond a shared IP address.

Thank you very much for reviewing this carefully and fairly.

thank you,

Markus König

Hello everyone,

thank you both for your updates.

Dear BiggerZ Casino,

thank you for your detailed explanation.

I understand your position and appreciate the clarification regarding the IP addresses used on the player's account. However, at this stage, I do not believe that the IP information alone is sufficient to conclusively establish bonus abuse or justify the confiscation of the player's winnings.

You mentioned that you are willing to provide additional evidence directly to Casino Guru. I would therefore kindly ask you to do so.

In particular, I would appreciate any additional technical indicators or evidence that support your conclusion, such as device fingerprint data, browser or hardware identifiers, payment method connections, gameplay similarities, account behavior, or any other objective factors that link this player's account to other accounts beyond the shared IP addresses.

I fully understand that you may not be able to disclose your complete fraud detection methodology publicly. If the information contains sensitive internal data, please feel free to send it directly to my email at samuel.s@casino.guru.

Once I have reviewed all the available evidence, I will be able to assess the case more thoroughly.

Thank you both for your continued cooperation.

Hi Samuel,

We have now sent you an email to  samuel.s@casino.guru

We remain available in case you have further questions.

Hello Samuel,

I have seen BiggerZ Casino’s latest message stating that they have sent additional information to Casino Guru.

Since I cannot see what they provided, I kindly ask Casino Guru to carefully check whether this evidence really proves that I personally created, controlled or benefited from another BiggerZ Casino account.

I would like to clearly state again that I strongly deny having created or used any other BiggerZ Casino account. I only had one account, I did not use a VPN or proxy, and I did not intentionally violate any bonus terms.

From my point of view, a shared or previously used IP address alone should not be enough to confiscate my winnings, especially if there is no clear proof of a second account connected to me personally.

I played for many hours, fulfilled the wagering requirements and requested my withdrawal of approximately 3,000 €. I still believe these winnings were earned fairly.

Thank you for reviewing the evidence carefully.

Best regards,

Markus David König

Hello Samuel,

I would like to add a short update from my side.

My case has now been unresolved for almost one month, and this situation is becoming extremely stressful and emotionally exhausting for me. I played for many hours, fulfilled the wagering requirements and requested a withdrawal of approximately 3,000 €.

I still strongly believe that these winnings were earned fairly.

At the same time, I continue to receive promotional emails from BiggerZ Casino inviting me to place new bets, while my previous winnings are still confiscated and my case is still unresolved. From my personal point of view, this feels very frustrating and difficult to understand.

I kindly ask Casino Guru to carefully review the evidence BiggerZ has provided and to check whether it truly proves that I personally created, controlled or benefited from another account. I still deny this clearly. I only had one BiggerZ account, did not use a VPN or proxy and did not intentionally violate any bonus terms.

I sincerely hope this case can finally be resolved fairly, because the delay is causing me serious stress and I urgently need clarity regarding my winnings.

I am also attaching a screenshot showing that I am still receiving promotional emails from BiggerZ Casino while my withdrawal case remains unresolved. I understand that this does not prove the original issue itself, but from my personal point of view it shows how frustrating the situation feels as a player. My winnings are still confiscated, but I am still being encouraged to place new bets.

Best regards,

Markus David König

Hello everyone,

thank you both for your updates.

Dear BiggerZ Casino,

thank you for providing the additional information via email. I appreciate your cooperation throughout this investigation.

I have carefully reviewed your latest submission and have already replied to your email with several follow-up questions and requests for additional clarification. Before I can reach a fair and objective conclusion, I would like to review the further information requested in my email.

Dear WhitetaigerMaxWin,

thank you for your patience and for sharing your concerns. I understand that this situation has been stressful, especially considering the amount involved and the time that has already passed.

Please rest assured that I am reviewing this case carefully. While I cannot disclose the confidential materials provided by the casino, I can assure you that I am assessing whether the evidence objectively supports their conclusions and whether it is sufficient to justify the confiscation of your bonus winnings.

For the time being, I will wait for the casino's reply to my additional questions before making my final assessment.

Thank you both for your cooperation.

Thank you very much, Samuel.

I appreciate the time and effort you are putting into reviewing this case carefully.

I fully understand that you need all the facts before making your final decision.

I would simply like to reiterate that I have only ever had one BiggerZ account, I never used a VPN, and I still have not seen any objective evidence proving the alleged multiple account violation.

Thank you again for your impartial review. I look forward to your final assessment.

Hi Samuel,

We have now replied to your email.

We remain available, should you have any further questions.