The player from Germany filed a complaint against BIGGG Casino for misleading handling of a manual credit of €10, which was later classified as a no-deposit bonus with a maximum payout limit. This classification resulted in a significant reduction of his winnings from €2,400 to €100. He faced communication issues with the casino and requested a review of his case. During the investigation, it was noted that the player had received the €10 as a goodwill credit without any bonus terms being communicated, and the casino later applied bonus restrictions without prior notice. Despite difficulties in direct communication with the casino, the player provided all necessary documentation and details. The complaint was ultimately marked as resolved after the player confirmed satisfaction with the outcome.
Biggg Casino - Player's withdrawal is delayed due to misleading bonus terms.
Case closed
Amount: €2,300
Biggg Casino
Safety Index:Very lowCase summary
Translation
Ladies and Gentlemen
I hereby wish to file a formal complaint against BIGGG Casino due to a lack of transparency and, in my view, a misleading handling of a manually granted credit.
I was explicitly granted a manual credit of €10, which was confirmed by the casino in the following email:
"After further consultation with the responsible team, we are pleased to inform you that a goodwill payment of €10 has now been credited to your account."
At no point – neither before, during nor after the credit note – was it clearly communicated that:
This amount will be treated as a "no-deposit bonus".
A maximum payout limit applies.
My profits will be limited
I then used the amount and won approximately €2,400.
Only after all requirements had been met was I informed by the casino that:
The credit was internally classified as a no-deposit bonus.
A maximum payout limit of 10x applies.
My winnings were reduced to €100, and over €2,300 was removed.
This is extremely problematic for the following reasons:
The term "goodwill amount" is not defined in the publicly available bonus terms and conditions.
There is no clear indication that manually granted credits are automatically subject to the rules of a no-deposit bonus.
The casino itself has acknowledged in its communications that the situation has led to confusion.
In my opinion, this represents a significant lack of transparency and potentially misleading behavior, as essential information that directly impacts potential profits has not been disclosed.
Furthermore, my account was effectively restricted after I questioned this lack of transparency and tried to find a fair solution:
I'm no longer receiving replies to my emails.
The live chat is no longer available to me.
I request that this case be reviewed and hope for your help. I have many emails as evidence, but they are too long to copy and paste or screenshot here.
Best regards
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Dear Kawwun,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the bonus policy, and this is what I found:
"9 - No-Deposit Bonuses and Free Spins
No-deposit free spins awarded without a deposit or gameplay activity such as those granted through level-ups or loyalty rewards are subject to a maximum win limit of €100.
No-deposit bonus money (such as cash drops or similar promotions) is subject to a maximum win limit equal to 10 times the awarded bonus amount."
I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.
If there is any additional information/communication with the Casino that would support your case, please do not hesitate to contact us.
Best regards
Petra
TranslationDear Petra,
Thank you for your feedback.
However, I would like to clarify one crucial point which, in my view, was not sufficiently considered in your assessment of my case:
The amount of €10 was not granted to me as part of a classic bonus offer (such as free spins, loyalty rewards or automated promotions), but was credited manually after my request via email.
In the corresponding communication from the casino, there is explicit mention of a "goodwill amount" or "credit" – not of a bonus.
This difference is, in my view, crucial.
A goodwill payment is not, as the user understands, a bonus in the sense of the bonus terms and conditions, but rather a voluntary credit to resolve a problem. Accordingly, I could not assume that this amount was subject to bonus conditions such as wagering requirements or winning limits.
Furthermore, there is no clear regulation in the terms and conditions or bonus guidelines that explicitly stipulates that manually granted goodwill credits are automatically treated as bonuses or are subject to corresponding restrictions.
This lack of transparency is precisely the core of the problem.
I was misled by the description and presentation as a "goodwill payment/credit", as this gives a different impression than that of a regular bonus.
For this reason, I consider the subsequent application of bonus conditions to this amount to be unjustified.
I therefore ask you to include this crucial aspect in your evaluation once again.
Best regards
Kevin
Dear Kawwun,
Thank you for your reply and for providing the previous details.
To help us better understand your situation, could you please clarify the following:
- Could you specify the date when you received the email confirming the manual credit of €10? Did the email include any terms or conditions regarding the use of this goodwill payment?
- When exactly did you notice that your account restrictions were applied after raising your concerns?
- Have you kept a record of all communications (emails or chat transcripts) with the casino regarding this issue? If so, could you please provide the most relevant ones?
You can send all documents to petra.h@casino.guru or post your screenshots directly to this thread.
Thank you again for your cooperation.
TranslationDear Petra,
Thank you for your feedback.
The date of the email confirming the manual credit of €10 was
Mon., March 23, 3:48 PM (12 days ago)
No, this email contains no conditions whatsoever regarding the use of this goodwill payment. I will attach a screenshot as proof.
I noticed the account restrictions when I tried to give the casino a deadline to resolve the issue. The reason was that I had previously received only identical answers referring to bonus terms and conditions. However, these don't apply in my case, as it wasn't a bonus.
Yes, I have documented all communications (emails and, if applicable, chat histories) and will send the relevant documents to the specified email address.
Thank you for your support.
Best regards
Kawwun
TranslationBy the way, I was just about to ask in BIGGG's live chat if there were any updates and if anything was being processed for me. When I try to join the live chat with my actual email address, it simulates that there's always someone ahead of me in the queue, no matter how long I wait. As soon as I use a different email address, I can get through.
I am cut off there and the conversation is abruptly ended.
TranslationThis is absolutely ridiculous. Every email is ignored, and it's the same thing every time in the live chat. Third attempt, I'm giving up now and hoping for the best.
TranslationGood evening Petra,
Have they already looked at the relevant documents/evidence that I sent by email?
Best regards
Dear Kawwun
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 Peter (peter.c@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
Hello there,
Thank you Kawwun for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Biggg Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.
Thank you!
TranslationMany thanks to you, Peter, and to Petra for your support.
Let me briefly summarize the facts once again:
I received a manual credit of €10 via email, without any mention of bonus conditions or restrictions, as it wasn't a bonus at the time. Only later was this amount classified as a bonus and subject to corresponding conditions, even though this was neither communicated beforehand nor mentioned in the terms and conditions.
Furthermore, all communication from the casino consisted solely of pre-written responses referring to bonus terms and conditions, without addressing my specific situation or offering any real assistance. When I finally attempted to set a deadline for clarification, my account was blocked and all further communication ceased.
Furthermore, the casino itself admitted in email correspondence that there had been confusion and that the procedure was unfortunate and not transparent.
Regardless of how this "goodwill payment" is handled internally, this is not relevant for me, as corresponding regulations were neither included in the terms and conditions nor communicated in advance and therefore do not constitute a reliable basis.
I would be very happy with a fair solution regarding the approximately €2,300 and with the unlocking of my account, as I really appreciated the casino and would like to play there again in the future.
TranslationFor several days now I have been trying again to contact the casino directly, both by email and via live chat.
Unfortunately, I do not receive a reply to any of my emails, even when I use different email addresses.
The situation is also problematic in the live chat:
I can't even reach an employee using my original email address, the one registered with my account. Instead, a queue appears, but it doesn't change and may not even be real.
If I use a different email address, I am immediately removed from the chat without any feedback as soon as I describe my issue.
Normal communication with the casino is therefore currently not possible.
Since, to my knowledge, the casino only has about 2 days and a few hours left to comment on this case, I am unsure of the current status and how the next steps will be.
I therefore request an assessment of what to expect in this situation and what the next steps will be if the casino continues to fail to respond.
Hello,
I would like to inform you that the issue has been successfully resolved.
After a final review, the casino acknowledged that they acted incorrectly. They confirmed that the goodwill bonus should not have had any maximum win limitation and that my winnings were removed in error.
As a result, the full amount of my winnings (€2,303 minus €100 already paid) has been refunded, and I have now received €2,203 in my bank account.
Thank you for your support and assistance throughout this process.
Best regards
Kevin Schnelle
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kawwun,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Peter
