BiggerZ Casino - Player’s withdrawal has been confiscated.

Hello! Casino stole my funds.

On 17 March evening (23.33.) I made deposit equivalent of 500 USD and received also bonus funds for St. Patrick's day offer. 

I played slots for approximately 4 hours and after I completed wagering requirements requested withdrawal

 of my whole balance equivalent to 2973 USD.

On 18 March I have received e-mail from biggerz that my cashout request is canceled. On 21 March I have submitted all requested documents for verification procedure (both in casino room and also by e-mail) and casino acknowledged that all requested documents received. I have initiated withdrawal 2nd time on 21 March. As my withdrawal was pending also after I have submitted all requested documents, I wrote to chat on 27 March asking is everything ok with my verification and received positive answer that my account is in order.

After this moment on all of my requests, why my withdrawal is still pending casino replied standart phrases: 

"We're sorry for the delay, our payment team are still checking your withdrawal. They'd need a bit more time to finalise everything. Once they're done, you'll be notified via email, so there's nothing to worry about."

or in chat "All we can do is wait".

On 30 March I received 2nd cash out cancelation notice. 

Casino wrote: "Following a review of the account, activity has been identified that is not in line with our Terms & Conditions, specifically regarding the use of automated tools: ''6.12. The use of automated tools or bots to place bets or spin reels is permitted solely for the purpose of standard gameplay. Any use of automated tools that involves attempts to exploit game mechanics, manipulate outcomes, or generate invalid requests is strictly prohibited.''

In accordance with our rules, the account has been suspended. As a result, no further gameplay or deposits are permitted.

The withdrawal request has been cancelled, and the winnings have been removed. However, the deposit remains available and can be withdrawn at any time."

So the casino just stole my winnings and wrote some bullshit which does not have anything common with reality and I ask for your assistance in order be able to withdraw my full balance equivalent to 2973 USD.

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 Luxplayer,

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

To better understand the situation and assist you effectively, could you please provide us with the following details:

• Do I understand correctly that you didn't use automated tools or strategies during your gameplay?
• Have you had any previous issues with this casino or other casinos regarding withdrawals?
• Do I understand correctly that your account was successfully verified?

Your cooperation in providing these details will help us investigate and work towards a resolution.

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,

Kristina

Hello Kristina!

1) You understand correctly - I didn't use any automated tools or strategies during my gameplay and even did not know that such exists.

2) No, previously I did not have issues with Biggerz casino withdrawals, however I am relatively new client and I am really shocked by their behavior. They were sending a lot of e-mails with promotions. On St. Patrick's day I decided to try my luck, had a lot of fan by playing slots and than they just stole my winnings.

Regarding other casinos - no, I had no problems with withdrawals at other casinos. The only case I had problem was regarding confiscated cashback on my account on Slots Don Casino and I have submitted complaint to CasinoGuru. As Slots Don Casino effectively proved that it is not reliable casino I am not using their services anymore - I would never deposit my funds to casino, where my funds can just disappear without any reason, justification and notification.

3) Yes my account was verified; and as annex to initial complaint I had submitted to you printscreen from the live chat where casino agent confirmed that my account is in order.

Thank you very much for your reply, Luxplayer. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Hello Kristina! I have submitted all requested files in 2 e-mails. However, all main printscreens were already available also in the initial complaint.

Best,

Dear Luxplayer,

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,

Kristina

Dear Luxplayer,

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 has not received his withdrawals yet?

Thank you in advance for providing the information.

Dear Martina,

We have sent you an email with a detailed response now.

Please let us know if anything further is required on our end.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

Thank you for your message. We have responded to your email and provided the requested details. Please let us know if anything further is needed from our side.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have now replied to your email.

Let us know if anything further is needed.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your message.

We would like to clarify that there was a temporary technical issue affecting certain FIAT withdrawal methods, which caused delays for some customers. We sincerely apologise for the inconvenience caused.

During this time, the player was offered the possibility to receive the withdrawal via cryptocurrency as an alternative payment method until the issue was resolved.

We can now confirm that the player’s withdrawal has been processed successfully.

Please let us know if anything further is required from our side.

Dear Luxplayer

At this point it should only be a matter of time before the payment reaches you.

I will keep this complaint opened until your confirmation regarding successful withdrawal.

Please let me know as soon as you receive the payment. You can also use the Resolve button to automatically mark this complaint as resolved. Thank you.

Many apologies, the above response had been sent in this thread instead of another one we had, which is already resolved.

For this player, Martina, we have now replied to your email with additional evidence.

Let us know if anything further is required.

Thanks for your understanding.

Hello! I have checked - my funds are still stolen! Biggerz is scam casino, everybody should avoid this scam casino!

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have now responded to your email.

Should any further information be needed let us know.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have replied to your email.

Let us know if anything further is needed.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

Thank you for your follow-up. We have now replied to your email.

We have reviewed your questions thoroughly. Our decision is based on a combination of factors identified during a holistic review of the account, including gameplay patterns inconsistent with standard manual play, independently confirmed by our provider. The autoplay/quick spin features available on our platform cannot account for the specific patterns observed.

The player’s deposit of $500 remains fully available for withdrawal.

We appreciate your cooperation.

Greetings, all.

Thank you, BiggerZ Casino, for providing all the information and the evidence about this case.

Dear Luxplayer,

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.