The player from Russia encountered issues with withdrawing money, as his account was blocked after he submitted verification documents. Although his documents were initially approved, the casino later requested additional verification, which led to the withdrawal of funds without explanation. The player did not respond to the Complaints Team's inquiries and requests for further information. Consequently, the complaint was closed due to lack of communication, with the option to reopen it if the player decided to resume contact.
BiggerZ Casino - Player's withdrawal has been confiscated.
Closed
Our verdict
Player stopped responding
Amount: 100 USD₮
BiggerZ Casino
Safety Index 8.4 HighCase summary
Discussion
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4 months ago
Translation
Played back the amount from free spins.
Uploaded documents for verification
And I wrote in the chat. They told me.
YOUR DOCUMENTS HAVE BEEN SUCCESSFULLY APPROVED. PUT FOR WITHDRAWAL
IT WAS CANCELED. I asked for a different selfie. I sent it. After that, I blocked the account and they said
WE NEED TO SEE CONFIRMATION OF YOUR PICTURE WITH YOUR PASSPORT AND A PIECE OF PAPER. I sent it to them.
After which they debited the funds without explaining the reason. And they said they wouldn't tell me the reason.
Please help me.
Automatic translation:
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4 months ago
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.
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4 months ago
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.
- Have you made any deposits into this casino?
- Could you please forward me a link or a screenshot of the bonus (free spins) you activated and played with?
- Could you also send me the email you received from the casino after your funds were confiscated? My email address is veronika.f@casino.guru.
- Have you received any feedback from the casino regarding the verification of the photos and documents you sent them?
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
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4 months ago
Dear Konstantin78865,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
