BiggerZ Casino - Die Gewinne des Spielers wurden eingezogen.

After I applied for a withdrawal, I received an email stating that the terms and conditions had been violated and my winnings were suddenly confiscated.

They only responded by refunding the amount I deposited, but I couldn't tolerate such poor service so I filed a complaint.

出金申請をしてから、規約違反のメールが届いていきなり勝利金を没収されました。

入金額を返却だけで対応されたので、あまりの対応の悪さに許せないのでクレーム提出させて頂きまし。

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 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.

• Did the casino close your account as a result of the accusations?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• 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

Did the casino close your account as a result of your accusation?

no

I didn't receive it and the balance remains.

What games did you play to build up your current casino balance? (slots, live games, sports betting)

I used the slot

Did you achieve your current balance thanks to the bonus?

This is the result of using the bonus

告発の結果、カジノはあなたのアカウントを閉鎖しましたか?

いいえ

受け取らずに残高は保持したままです。

カジノの現在の残高を貯めるために、どのようなゲームをプレイしましたか？（スロット、ライブゲーム、スポーツ賭博）

スロットを使いました

現在の残高はボーナスのおかげで達成できましたか?

ボーナスを使用した結果になります

Thanks for your reply and the information you shared with me via email.

• Have you made any previous successful payouts of winnings from the casino?
• Could you please specify which bonus you have activated and played in the casino?
• Have you adhered to the maximum bet rule?
• Is your account in the casino verified?

Looking forward to your reply.

Have you ever won money at a casino?

You mean biggerz, right?

Then you've received a bonus.

Please specify which bonuses you have activated and played with at the casino.

First deposit bonus.

Do you adhere to maximum bet rules?

I read the terms of use carefully before playing.

Is your casino account verified?

KYC authentication on the site has been completed

これまでにカジノで賞金を受け取ったことはありますか?

biggerzの事ですよね？

それならボーナスを受け取っています。

カジノで有効にしてプレイしたボーナスを指定してください。

初回の入金ボーナスです。

最大賭け金ルールを遵守していますか?

利用規約はちゃんと読んでプレイしました。

カジノのアカウントは確認されていますか?

サイト内のkyc認証は完了しました

Dear yoshinagi15,

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,

Tomas

Hello yoshinagi15,

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? Which terms do you believe the player had breached? In case there is any confidential evidence pertaining to this case, please let me know at martin.l@casino.guru

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

Hi yoshinagi15,

Thank you for your patience while we completed the final review of your account.

Following a detailed investigation by our Security & Compliance team, your gameplay was found to be in breach of the Bonus Terms & Conditions, specifically the clauses that prohibit the use of bonus funds in a way that provides an unfair advantage or circumvents the intended wagering requirements.

In accordance with:

• Section 6.3 – "We may close or suspend an Account if we reasonably believe that you are not complying with these Terms, or to ensure the integrity or fairness of the Service."

• Section 6.4 – "We reserve the right to cancel and/or void any bets and withhold any money in your account (including the deposit) if we determine that the Terms have been breached. Contractual obligations already matured will however be honoured."

• Bonus Abuse Clause – "The player is not allowed to abuse the bonus offers or use any strategies while having an active bonus that are aimed at obtaining financial advantage from the bonus."

Based on these terms, winnings obtained during the bonus-related activity were voided, while the full amount of your original deposit has been returned to your account.

As previously communicated, you are welcome to log in and withdraw the available deposit amount at any time. Your account has been placed in withdrawal-only mode, which prevents further gameplay or new deposits. Once the withdrawal is completed, the account will be permanently closed in line with our compliance procedures.

We appreciate your understanding. Our responsibility is to maintain a fair and secure environment for all players, and our actions are always guided strictly by our published Terms & Conditions.

Dear casino representative,

thank you very much for your response. Can you please specify, what was the exact strategy that provided the player with an unfair advantage or circumvented the intended wagering requirements? Please send information regarding these breaches to martin.l@casino.guru.

Hi @martin , thank you for your follow-up. We have sent the requested information to you via email now. Kindly let us know if anything further is needed.

Dear casino representative,

thank you for your reply, I have sent you an additional email.

Hi Martin,

We have now replied to your email.

Dear casino representative,

thank you for your response, I have sent you an email.

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 yoshinagi15,

I can confirm we have made contact with the casino again. In the meantime, I have sent you an additional email. Please note that all official communication will come from martin.l@casino.guru

Should I wait for a response?

私は連絡を待てばいいですか？

Dear yoshinagi15,

I have sent you an email, please check your spam folder if you have not seen it. We are currently waiting for your response.

I'm on a video call

ビデオ通話をしています

Dear yoshinagi15,

As some time has passed, we would like to ask you for an update regarding the current situation. At this moment, you have not responded to either the casino’s or our verification requests.

Please note that if we do not receive the required cooperation, we will have to reject this complaint.

I've been making adjustments for today, so I'll certify it.

今日程の調整しているので認証はさせてもらいます

Dear yoshinagi15,

thank you for your response, can you please clarify the exact issues you are experiencing?

Dear yoshinagi15,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru