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Hello

I registered at the casino on May 30, 2026. I received the welcome bonus and cleared the bonus on June 11, 2026.

I then had a credit balance of €1325.

When I requested a withdrawal, I received an email informing me that I had violated the bonus conditions by using the bonus twice or having two accounts.

Both are complete nonsense.

I contacted the live chat, and they told me the same thing.

I asked for a more detailed explanation or proof, but both were refused.

I've never experienced anything like this before.

I'm not exactly young anymore and not very knowledgeable about IT matters.

I definitely only deposited into the casino once, so how could I have used the bonus twice?

I did not receive a reasonable explanation.

I was advised to withdraw my €500 stake.

I did that, and two minutes later I had the money.

My account wasn't even verified yet.

I had the impression they wanted to get rid of me quickly.

Can you help me?

Thank you in advance.

Hallo

Ich habe mich am 30.05.2026 bei dem Casino angemeldet.Ich habe den Willkommenbonus erhalten und am 11.06.2026 den bonus frei gespielt.

Ich hatte dann ein Guthaben von 1325€.

Als ich eine Auszahlung beantragt habe,bekam ich eine Email.Dort wurde mir mitgeteilt das ich gegen die Bonusbedingungen verstossen habe,indem ich den Bonus 2x verwendet habe oder 2 Accounts habe.

Beides ist kompletter Unsinn.

Ich habe mich an den Livechat gewand,dort wurde mir das selbe gesagt.

Ich habe um eine genauere Erklärung oder einen Beweis gebeten,beides wurde abgelehnt.

Ich habe so etwas noch nie erlebt.

Ich bin auch nicht mehr der Jüngste und in IT-Angelegenheiten nicht so firm.

Ich habe aber defenitiv nur Einmal in das Casino eingezahlt,wie soll ich da den Bonus 2x benutzt haben?

Eine vernünftige Erklärung habe ich nicht erhalten.

Mir wurde Nahe gelegt meinen Einsatz von 500€ auszahlen zu lassen.

Das habe ich getan,und zwei Minuten später hatte ich das Geld.

Da war noch nicht einmal mein konto Verifiziert.

Ich hatte den Eindruck,man wollte mich schnell los werden.

Können Sie mir helfen?

Besten Dank im Vorraus.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BiggerZ Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account accessible to you? Can you log in?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello

Thanks for your answer.

-Yes, I have access to my player account

I only played slots.

-I'll send the chat log via email

Best regards

Hallo

Danke für Ihre Antwort.

-Ja ich habe Zugriff auf mein Spielerkonto

-gespielt habe ich nur Slots

-Das Chatprotokoll schicke ich per Email

Best Regards

Dear Chemiker,

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, Samuel (samuel.s@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,

Tomas

Dear Chemiker,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from BiggerZ Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear BiggerZ Casino,

Please provide detailed information regarding the player's issue, specifically the reasons why the account was identified as a duplicate account. I would also appreciate any supporting evidence or internal records that led to this conclusion, as well as the relevant Terms and Conditions on which the casino's decision was based.

Thank you for your cooperation and a timely response.

Best regards,

Samuel