BigPirate Casino - Player's winnings have been confiscated.

I verified my account and then weeks later I won $19,000 and the casino refuses to pay me. I am also from Arkansas but it won’t let me change it to Arkansas.

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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 successful withdrawals from this casino before?
• What types of games did you play at this casino to accumulate your winnings of $19,000?
• Did you accumulate your winnings with or without a bonus?
• What reasons did the casino provide for refusing to pay out your winnings? Please forward me all email communication and chat transcripts of your conversations with the casino's customer support regarding the confiscation of your balance at veronika.f@casino.guru.

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

Have you made any successful withdrawals from this casino before? No I have not. They did refund me about $2700 for my deposits on my account, I guess they thought this would shut me up.

What types of games did you play at this casino to accumulate your winnings of $19,000? Theee were all decently smaller wins not "jackpots", mainly Piggy Mega Riches, 3 Hot Chilis. Just to name a few.

Did you accumulate your winnings with or without a bonus? No bonus, all winnings were accumulated to a deposit that I had made.

What reasons did the casino provide for refusing to pay out your winnings? They said I violated a few of their policies and gave me the numbers of the rules violated but gave me no proof….i went over there rules and I never violated anything as I went over the terms.

Can I get an update on this?

Dear Jamiemg

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, Matej (matej.l@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,

Veronika

Hello Jamiemg, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of BigPirate Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being denied? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

No fake documents were sent, my account was 100% verified.

Thank you, this is an interesting turn of events. Unfortunately I am yet to hear back from the casino representative, to get any kind of confirmation or further details. if I do, I will post an update ASAP.

Last email received from them, still no proof on what I supposedly violated. This is also there 14.2 violation list they said I have violated but still it’s a list of 30 things and I haven’t violated any of these.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Jamiemg,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, I do recommend you contact the Federal Trade Commission and submit a complaint with them. To do this, please go to the https://reportfraud.ftc.gov/assistant and submit the complaint via online form. Alternatively, you can also lodge a complain with your State Attorney General, as they have also an authority to investigate sweepstakes casinos. Lastly, you can also try lodging a complaint directly with Internet Crime Complaint Center at https://complaint.ic3.gov/, which is a branch of FBI dealing with online fraud and cybercrime. If you need help with submitting the request, or if you hear back from either the authority, GA or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej