The player from Germany files 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, resulting in a significant reduction of his winnings from €2,400 to €100. He is now facing communication issues with the casino and requests a review of his case.
Biggg Casino - Player's withdrawal is delayed due to misleading bonus terms.
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Biggg Casino
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15 hours ago
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
Automatic translation:
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1 hour ago
Important notice:
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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.
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1 hour ago
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
