BiggerZ Casino - Pelaajan voitot on takavarikoitu.

Hi

I won 4331usdt at BiggerZ casino, And after winning these 4331usdt a few days later I got an email telling me Im not longer allowed to take bonuses, but thats fine I get it and I wasnt planning to play more bonus from them.

I went though an extensive verification process and was already verified and made a withdraw after that but then I got an email saying my winnings been confiscated and I will only get paid my deposit because bonus abuse something along these lines.

How does that make sense? I havnt taken any bonuses after the email they sent me and told me I was banned from bonuses and the money I won was already before they notify me about been banned from bonuses.

Can you help me with this Casino guru?

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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.

Stay safe.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do you currently have access to your casino account?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Were your confiscated winnings accumulated with an active bonus, please?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Yes there is access to my account

I played slot machines

Yes I played with a bonus they sent me by email

Thank you very much for your reply, moerage. Could you please forward all relevant correspondence between you and the casino to kristina.s@casino.guru? If it’s more convenient, you may also post screenshots here. I understand this may take time, so I appreciate your assistance.

Okey

I have sent the verification conversation where they finish by telling me Im verified and can make a withdraw.

I have sent the email where they ban me from future bonuses, this was after I already wagered and won.

I have sent the conversation where they tell me they are not paying me and after that they stopped replying

ok

Hello how is it going?

Hello moerage,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Maybe someone else can handle this complaint?

Since there is literally nothing that have happened so far in this case so it should not be hard for someone else to handle it.

Thanks in advance

Dear moerage,

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, Martin (martin.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,

Kristina

Hello moerage,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the BiggerZ Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? What kind of bonus abuse do you believe the player had taken part in?

Thank you in advance for providing us with your view of the issue.

Dear Martin,

Thank you for the opportunity to clarify this case.

To address the player's main point directly: the confiscation of the bonus winnings is not related to the later email restricting future bonus eligibility. These were two separate and independent actions, and the timing between them does not change the validity of either.

Following a review by our risk team, in coordination with our platform provider, the player's account was confirmed to show a wagering pattern consistent with bonus abuse under the Welcome 150% bonus — specifically, betting behavior structured to clear the wagering requirement while minimizing genuine risk, rather than reflecting normal gameplay. This pattern was consistent enough across the player's session activity to warrant voiding the winnings generated under that bonus, in accordance with our Bonus Terms & Conditions.

This action was limited strictly to the bonus-generated winnings. The player's deposits, 1,137.89 USDT, was returned to the account and remains available for withdrawal at any time.

We're not able to disclose the exact internal thresholds or risk indicators used in our review, as this would compromise our fraud prevention systems going forward. We're happy to answer any further questions the mediator may have within those limits.

Dear casino representative,

thank you for your response. I fully understand you do not want to publicly disclose your fraud prevention mechanisms, so I would like to kindly ask you to provide me with further explanations and evidence via email at martin.l@casino.guru. The information shared will remain confidential.

Please note that, without detailed clarification and relevant evidence supporting the alleged bonus abuse, we will be unable to assess the case properly or offer an informed verdict.

Dear moerage,

thank you for your patience. in case you believe you haven't used any strategy or you have only used a strategy that isn't unfair, could you please give us more information about your activity?

I cant see whats unfair with taking a bonus they sent me by email, I feel like that is an invitation to take their bonus that they offer me.

I havnt manipulated any slot machines or in any way given myself any more advantages other than claiming deposit bonus they sent me.

I have followed the terms they have, havnt played any restricted games or bet more than their terms tell me I can.

I guess that is the reason they are using a term that could basicly mean anything, betting pattern abuse.

Dear moerage,

thank you for your response and providing us with your point of view. We will now await further clarifications from the casino's side.

Hi Martin,

We have now sent you an email.

We remain available should any questions raise on your side.

Dear casino representative,

thank you very much for your response. I have sent you an additional email explaining our stance on this matter.

Dear moerage,

I am sorry to confirm, that despite our efforts, we were unable to reach an agreement with the casino regarding the confiscation of your winnings.

The casino maintains that your gameplay represented bonus abuse and that the wagering pattern was designed to complete the bonus requirements while minimizing genuine risk.

However, based on the information and evidence available to us, we do not believe that you breached any clearly defined and fair rule that would justify the confiscation of your winnings. For this reason, we consider the casino’s decision to be contrary to our Fair Gambling Codex.

As the casino has decided to maintain its position, we will now close this complaint as unresolved against BiggerZ Casino. While our views differ, we appreciate the casino’s participation

and clarification of its position.

In the meantime, you may submit your complaint to the Anjouan Gaming Licensing Authority through the website validator available via the relevant link or in the footer of the casino’s website.

You can also find guidance on submitting a complaint to a regulator here: https://casino.guru/submitting-complaints-to-regulators

Should you need assistance with the submission or receive a response from the regulator, please contact me at martin.l@casino.guru.

I am truly sorry that we could not achieve a more favorable outcome in this case.