BiggerZ Casino - Player's withdrawal rejected due to alleged violation.

I took a deposit bonus of 150% on an approximately $80 deposit USD. I deposited in ETH and had to play in ETH because they couldn’t convert it to USD so it was very confusing. Played the games, ended up not being able to tell my currency amount because I couldn’t convert the ETH to USD while playing and ended up playing a higher bet amount without realizing it, as I was unable to tell what it was without converting every time I moved. I ended up winning over 3k, played to approx. $1500.00 usd and met my deposit bonus amount and my deposit bonus was met. I tried to withdraw but got rejected because I "violated their terms". They told me I violated their terms because I withdrew more than I was supposed to and wagered more than I was supposed to during game play as well (again, very confusing as I couldn’t tell what wager amount I was playing with during game play). So, at the end of the day I get screwed. They said that I need to read the terms better… really? They wouldn’t even compromise. Being a bigger casino, you would think there would be safeguards in place so you couldn’t go over the allowed wager/bet amount during game play, however, that is not the case. The occasion of gambling should be fun not a freaking research project. I can’t convert every moment I play. Ridiculous. They are out of their minds and they shouldn’t be in practice.  I lost the entire bonus because they said I violated my wager amount and the allowed amount for withdrawal. Prior to this I reached out to their customer service MULTIPLE times to find out if I could see my balance in USD vs ETH and they couldn’t do it leading to an array of confusion and to a very unethical reasoning for my withdrawal rejection.  I will NEVER use them again and plan on submitting claims with multiple casino watchdogs as they have a system set up for consumer failure and they wouldn’t even compromise for me. If they are so big, you would think they would care about their name and come to an understanding but they didn’t even do that. They shut it down.  They are BAD!!!!

To top it off, they put my original deposit amount back to my account told me that I would have to wager that 3 times before I could get that money withdrawn which technically I had already wagered it with the original bonus plan (that seems unethical). There was no way I was going to win.. They are UNETHICAL! They are practicing bad business and have it set up for the house to win, always. Their practice is so very unethical and my review of their casino is bad bad bad!  NEVER RECOMMEND THEM, EVER!!!!!

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus terms and I found this: https://www.biggerz.com/bonus-terms-and-conditions

Any issued bonuses are limited to a maximum bet during wagering: 5 USDТ; 0.0001 BTC; 0.025 BCH; 0.005 ETH; 0.1 LTC; 50 DOG; 2 XRP; 10 ADA; 0.015 BNB; 40 TRX; 5 USDC; 0.05 SOL unless otherwise specified. Maximum bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format. My email address is [email protected]

Regarding the need to wager your deposit again, could you please share the communication in which the casino insists on the additional wagering?

Thank you in advance for your reply.

Best regards,

Tomas

i am not satisfied with that as i tried to ask them to show my amount in usd but it wasn’t allowed along with the fact there are no safeguards to stop me from going over the amount of allowed wager. additionally, i feel i should be given a refund for my initial deposit as they said i needed to wager three times even after the original bonus issue.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Jozef ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

Hello,

Thank you for your patience while we reviewed this case in detail.

After checking the player’s gameplay and the relevant bonus terms, we confirmed that the winnings were voided because the maximum bet limit was exceeded multiple times while the bonus was active.

According to our published Bonus Terms & Conditions:

"Any issued bonuses are limited to a maximum bet during wagering: 5 USDT; 0.0001 BTC; 0.025 BCH; 0.005 ETH; 0.1 LTC; 50 DOG; 2 XRP; 10 ADA; 0.015 BNB; 40 TRX; 5 USDC; 0.05 SOL unless otherwise specified.

This limit includes bets doubling after a game round has been completed as well as bonus rounds purchased within the game."

In this case, several bets significantly exceeded the maximum allowed bet amount, in some instances over 100x the limit, which unfortunately makes the winnings void under the bonus rules.

However, after reviewing the support communication, we noticed that an agent mistakenly informed the player that they needed to wager their deposit amount three times, which is not a practice we usually imply.

To resolve the situation fairly, we have:

• Credited the player’s initial deposit amount back to their account, even though it was already played.

• The player can now log in and withdraw the amount of their original deposit.

• The player has been informed by email as well.

We consider this a fair outcome that follows the Terms & Conditions.

Best regards,

BiggerZ Team

Dear Macgab15,

This sounds great. Could you please confirm?

i have withdrawn my original deposit but still feel that they need to put safeguards on their betting as it is very condition and i did seek to understand but they were unable to fix at the time which caused for major confusion

Dear Macgab15,

Thank you for the confirmation. I also hope that this complaint will serve as feedback for the casino on areas that can be improved.

We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards, Jozef