BiggerZ Casino - Die Gewinne des Spielers wurden eingezogen.

I made a deposit of approximately €300 (1304 TRX) at Biggerz Casino using TRX. I won while playing and withdrew approximately €3000 (12857 TRX). On February 9, 2026, this withdrawal was canceled without explanation and with a reference to customer support.

Upon inquiry, I was told that my account was supposedly a duplicate and therefore temporarily blocked from February 9, 2026. This is incorrect; I have never played at BiggerZ casino before.

In the chat, I was then informed that I could submit documents, including "video evidence" (a video in which I was allowed to hold up a piece of paper and speak into the camera – outrageous, by the way!), to prove that I wasn't a duplicate of another player. I complied with this request and submitted the documents.

Several days have passed without any activity, and since today, February 13, 2026, I can log into my account again. However, instead of the 12,857 TRX, only the original 1,304 TRX (the amount of my deposit) remain in the account. Upon inquiring in the chat, I was assured that all winnings had been canceled and that I should now simply withdraw my deposit.

The behavior of BiggerZ Casino is outrageous on every level. First, they leave me waiting for days without any information after my account is blocked for no reason, and then they cancel all my winnings!!

Please help!

Ich habe beim Biggerz Casino eine Einzahlung via TRX gemacht in Höhe von ca. 300 euro (1304 TRX). Ich habe beim Spielen gewonnen und ca. 3000 Euro (12857 TRX) zur Auszahlung gebracht. Am 09.02.26 wurde diese Auszahlung storniert, ohne Angabe von Gründen und mit Verweis auf den Kundensupport.

Auf Nachfrage wurde mir gesagt, dass mein Konto angeblich ein Duplikat wäre und deshalb mein Konto auch ab 09.02.26 temporär gesperrt wurde. Das ist so nicht korrekt, ich habe nie vorher beim BiggerZ casino gespielt.

Im Chat wurde mir dann mitgeteilt, ich könne - um zu beweisen - dass ich kein Duplikat eines anderen Spielers sei, Dokumente inklusive "Videobeweis" (ein Video, auf dem ich ein geschriebenes Blatt Papier hochhalten durfte und in die Kamera sprechen durfte. Eine Frechheit, übrigens!!) einreichen. Dieser Aufforderung bin ich nachgekommen und habe die Dokumente eingereicht.

Nun sind einige Tage vergangen, in denen nichts passiert ist und seit heute, dem 13.02.26 kann ich mich wieder in mein Konto einloggen. Allerdings sind statt der 12857 TRX nur noch die ursprünglichen 1304 TRX (Betrag meiner Einzahlung) auf dem Konto. Auf Nachfrage im Chat wurde mir bestätigt, dass sämtliche Gewinne storniert wurden und dass ich nun lediglich meine Einzahlung wieder auszahlen solle.

Das Verhalten vom BiggerZ Casino ist auf sämtlichen Ebenen eine Frechheit. Erst lässt man mich tagelang ohne Auskunft warten, nachdem mein Konto ohne Grund gesperrt wird und dann streicht man mir sämtliche Gewinne!!

Bitte um Unterstützung!

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Dear gandhi1988,

Thank you very much for submitting your complaint. I’m sorry to hear about the cancellation of your winnings and the confusion surrounding the duplicate account accusation.

To better understand the situation and assess how we can assist you, I would like to ask you a few clarifying questions:

• When exactly did you create your account at BiggerZ Casino?
• Have you ever registered at this casino before using any other email address, phone number, crypto wallet, or personal details?
• Are you sharing your device, IP address, or internet connection with anyone who might also have an account at this casino?

Alternatively, you may forward all documentation to petronela.k@casino.guru, and we will attach it to your case.

It is important for us to review the casino’s exact justification and any evidence they rely on when labeling your account as a duplicate. Confiscation of winnings due to alleged multi-accounting must be properly supported, and we need to carefully examine the timeline and communication before proceeding further. Your cooperation in providing these details will help us investigate and work towards a resolution.

Once we receive the additional information, we will be in a position to contact the casino and request a detailed explanation on your behalf.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

Thank you so much for your support!

When exactly did you create your account at BiggerZ Casino?

=> That was probably on February 7, 2026.

Have you ever previously registered with this casino using a different email address, phone number, crypto wallet, or other personal information?

=> No, I had never registered with Biggerz before.

Are you sharing your device, IP address, or internet connection with someone who might also have an account at this casino?

=> Not exactly, no. However, I did spend some time at a friend's house while playing, who also plays at casinos and, as far as I know, also used to have an account with Biggerz.

Please let me know if I can provide any further information.

Thanks and regards

Hallo Petronela,

vielen Dank für die Unterstützung!

Wann genau haben Sie Ihr Konto bei BiggerZ Casino erstellt?

=> Das dürfte am 07.02.2026 gewesen sein.

Haben Sie sich jemals zuvor bei diesem Casino mit einer anderen E-Mail-Adresse, Telefonnummer, Krypto-Wallet oder anderen persönlichen Daten registriert?

=> Nein, ich habe mich vorher nie bei Biggerz registriert.

Teilen Sie Ihr Gerät, Ihre IP-Adresse oder Ihre Internetverbindung mit jemandem, der möglicherweise ebenfalls ein Konto bei diesem Casino besitzt?

=> Nicht direkt, nein. Ich habe mich jedoch während des Spielens zeitweise bei einem Freund aufgehalten, der ebenfalls Casino spielt und soweit ich weiß auch mal ein Konto bei Biggerz hatte.

Lassen Sie mich gerne wissen, wenn ich weitere Informationen liefern kann.

Danke und Gruß

Hi gandhi1988,

Thank you again for your clarification.

I would like to ask you a few additional important questions to better assess the situation:

• Which specific games did you play when generating the winnings (please specify game titles if possible)?
• While you were at your friend’s house, were you both playing at the same time?
• If yes, were you each using your own separate device (your own phone/laptop), or did you use the same device at any point?
• Were the canceled winnings generated from bonus funds or purely from your real-money deposit?

This information is very important, as duplicate account flags are often connected to shared IP addresses, device usage, or bonus-related terms.

Please provide as much detail as possible so we can proceed correctly.

Hello Petronela,

Which games exactly were you playing when you won the money (please specify the game titles if possible)?

=> I can't see the exact titles anymore, but I usually play mainly games from Pragmatic Play and Play'n GO, with a maximum stake of €4 per spin. Most likely, the games were: Big Bass Boxing, Tome of Madness, and Lava Balls, as well as possibly a few others (as I said, the stake was never more than €4 per spin).

Did you both play at the same time when you were at your friend's house?

=> No, we definitely didn't both play at the same time. What I can't completely rule out is that one login was active on two devices simultaneously.

If so, did you use your own device (your own phone/laptop) each time, or did you use the same device at times?

=> As a rule, I use my own device, but on this particular evening I believe I also used my friend's device.

Did the cancelled winnings come from bonus funds or exclusively from your real money deposit?

=> A bonus was credited upon deposit, which I fully wagered according to the terms and conditions. This should have been 150% or approximately 1950 TRX.

Many thanks and best regards

Hallo Petronela,

Welche Spiele genau haben Sie gespielt, als Sie die Gewinne erzielt haben (bitte geben Sie nach Möglichkeit die Spieltitel an)?

=> Ich kann die genauen Titel nicht mehr einsehen, aber in der Regel spiele ich hauptsächlich Spiele von Pragmatic und PlaynGo bis zu maximal 4€/Dreh. Höchstwahrscheinlich waren die Spiele: Big bass boxing, Tome of madness und Lava Balls, sowie ggf. noch ein paar Weitere (Einsatz wie gesagt nie mehr als 4 Euro pro Dreh).

Habt ihr beide gleichzeitig gespielt, als ihr bei deinem Freund wart?

=> Nein, wir haben definitv nicht beide gleichzeitig gespielt. Was ich nicht komplett ausschließen kann ist, dass ein Login auf zwei Geräten gleichzeitig aktiv war.

Falls ja, benutzten Sie jeweils Ihr eigenes Gerät (Ihr eigenes Telefon/Laptop) oder haben Sie zeitweise dasselbe Gerät benutzt?

=> In aller Regel benutze ich mein eigenes Gerät, an diesem Abend meine ich aber auch das Gerät meines Freundes benutzt zu haben.

Stammen die stornierten Gewinne aus Bonusguthaben oder ausschließlich aus Ihrer Echtgeldeinzahlung?

=> Bei der Einzahlung wurde eine Bonus gutgeschrieben, den ich gemäß der Bedingungen vollständig umgesetzt hatte. Das müssten 150% bzw. ca. 1950 TRX gewesen sein.

Besten Dank und Gruß

Sorry, I found where I can look that up after all 🙂

The games were: Big Bass Boxing, Tome of Madness, Sweet Alchemy, and Bandit Megaways.

Sorry, habe es doch gefunden, wo ich das nachschauen kann 🙂

Spiele waren: Big bass boxing, Tome of Madness, Sweet alchemy und bandit megaways.

Dear gandhi1988,

Thank you for your detailed clarification.

I need to be very transparent with you here. Sharing a device, IP address, or internet connection with another player who has (or had) an account at the same casino is a serious issue. There are no exceptions to this rule in the online gambling industry. Even if you did not play at the same time, even if the intention was innocent, and even if it only happened once, it is still considered a high-risk activity from the casino’s perspective.

Using your friend’s device — especially when that friend also has or had a Biggerz account — is something that will not be accepted by virtually any casino. This is one of the most common triggers for duplicate account detection systems. When combined with a deposit bonus, the situation becomes even more sensitive, as casinos apply very strict anti-abuse measures in bonus-related play.

From what you described:

• You used a deposit bonus.
• You logged in from a location where another Biggerz player had played.
• You likely used your friend’s device at least once.

These factors together make the casino’s duplicate-account suspicion understandable from a compliance standpoint.

At this stage, I must advise you realistically that the strongest and safest option would be to withdraw your remaining deposit balance and close the matter. Based on standard industry practice, it is highly unlikely that a casino would reverse this decision under these circumstances.

Please treat this as important advice for the future: never share devices and never log in from another player’s device — especially when using bonuses. This is strictly enforced across the entire industry.

Let me know how you would like to proceed.

Hello Petronela,

Thank you for your honest assessment. However, I would like to clarify once again that the account was used exclusively by me. I made the deposit myself, played alone, and fully verified my identity with my own documents. My friend was never involved in my account and had no access to it.

The fact that I spent time with him or perhaps briefly used his device does not mean that it is a shared account or multiple registrations. These are two completely independent individuals with their own identities, wallets, and accounts.

My friend can also verify his identity if needed, so the casino can clearly see that these are two separate players who have nothing to do with each other. There was no agreement, no playing together, and no sharing of an account or funds. My friend also never played with a bonus.

In my view, the account was created correctly, the verification was successfully completed, and the bonus conditions were met. Therefore, I consider the complete confiscation of the winnings disproportionate and request a review of the case.

Thank you very much for your continued support.

Hallo Petronela,

vielen Dank für die ehrliche Einschätzung. Ich möchte jedoch noch einmal klarstellen, dass das Konto ausschließlich von mir selbst genutzt wurde. Ich habe die Einzahlung selbst getätigt, alleine gespielt und mich auch vollständig mit meinen eigenen Dokumenten verifiziert. Mein Freund war zu keinem Zeitpunkt in mein Konto involviert und hatte keinen Zugriff darauf.

Dass ich mich zeitweise bei ihm aufgehalten habe oder eventuell kurz sein Gerät genutzt habe, bedeutet nicht, dass es sich um ein gemeinsames Konto oder eine Mehrfachregistrierung handelt. Es handelt sich um zwei völlig unabhängige Personen mit eigenen Identitäten, eigenen Wallets und eigenen Konten.

Mein Freund kann sich bei Bedarf ebenfalls verifizieren, sodass das Casino eindeutig sehen kann, dass es sich um zwei getrennte Spieler handelt, die nichts miteinander zu tun haben. Es gab keine Absprache, kein gemeinsames Spielen und keine gemeinsame Nutzung eines Kontos oder von Geldern. Mein Freund hat auch nie mit Bonus gespielt.

Aus meiner Sicht wurde das Konto ordnungsgemäß erstellt, die Verifizierung erfolgreich abgeschlossen und die Bonusbedingungen erfüllt. Daher halte ich die vollständige Einziehung der Gewinne für unverhältnismäßig und bitte um eine erneute Prüfung des Falls.

Vielen Dank für die weitere Unterstützung.

Hi gandhi1988,

Thank you for clarifying again.

I need to explain very clearly why this situation is so difficult to defend from a compliance perspective.

When your account was accessed from your friend’s device, a permanent technical link was created between the two accounts. Casinos do not assess these cases based on personal statements — they assess them based on digital footprints such as:

• Device ID and browser fingerprint

Once two accounts share the same device, the casino’s system registers them as technically connected. From that moment, it becomes extremely difficult to prove that the accounts are fully independent in practice — even if they belong to two different real people.

This is why the statement:

"My friend was never involved in my account and had no access to it."

is problematic from the casino’s point of view. If the account was accessed from your friend’s device, then technically speaking, that device — and therefore your friend’s environment — was involved. Even if he did not physically sit next to you or log in himself, the shared device creates that association.

Similarly, saying:

"Two separate players who have nothing to do with each other."

is difficult to uphold once a shared device connection exists. In compliance terms, players who use the same device are no longer considered completely unrelated accounts, because that shared technical environment establishes a direct link between them.

This is exactly why casinos strictly prohibit shared devices in their Terms. It is not about accusing you of fraud — it is about risk management and bonus abuse prevention. Unfortunately, once that link exists, reversing a confiscation decision becomes extremely unlikely.

I understand this feels unfair from your personal perspective, but from a regulatory and fraud-detection standpoint, the casino’s suspicion is considered justified.

Given everything explained above, I would strongly recommend that you now proceed with withdrawing the refunded deposit balance (if it is currently available in your account).

At this stage, focusing on securing your original funds is the most realistic and safest course of action.

Hello Petronela,

Thank you very much for your detailed and transparent explanation.

I understand the technical connection you described regarding device ID and browser fingerprinting. However, I would like to focus on the actual basis of the decision, namely the casino's terms and conditions.

As I understand it, the terms and conditions specifically prohibit the following:

- the creation and use of multiple accounts by the same person (duplicate accounts),

- sharing an account or granting access to third parties,

- as well as any form of collaboration or abuse, especially in connection with bonuses.

None of these points apply in my case.

I created and used my account exclusively myself, made my own deposits, played independently, and fully verified my identity with my personal documents. At no time was there any third-party access to or sharing of the account.

The crucial point for me is this:

I am not aware of any specific clause that explicitly defines the use of the same device or internet connection by two different people as a violation – especially when there is no shared use of an account, no shared funds, and no coordinated activity.

In my view, a technical connection can be a warning of risk, but it does not replace concrete proof of a violation of the terms and conditions.

Furthermore, I would like to emphasize that this is not a small amount. My deposit was €300, while my account balance was approximately €3,000. Precisely because of this substantial sum, it is particularly important to me that the decision is based on a clear and verifiable foundation.

Therefore, the question for me is which specific clause the complete confiscation of profits is based on in this case.

If doubts persist, the other account can of course be checked and verified separately to clearly confirm that they belong to two different people.

Against this background, I believe the decision is not sufficiently justified by a clear violation of the terms and conditions and request a reassessment of the case taking into account the actual rule basis.

Thank you for your support.

Hallo Petronela,

vielen Dank für Ihre ausführliche und transparente Erklärung.

Ich verstehe den von Ihnen beschriebenen technischen Zusammenhang hinsichtlich Geräte-ID und Browser-Fingerabdruck. Dennoch möchte ich den Fokus auf die tatsächliche Grundlage der Entscheidung lenken, nämlich die AGB des Casinos.

Nach meinem Verständnis untersagen die AGB insbesondere folgende Punkte:

- das Erstellen und Nutzen mehrerer Konten durch dieselbe Person (Duplicate Accounts),

- das Teilen eines Kontos oder Gewähren von Zugriff an Dritte,

- sowie jede Form von Zusammenarbeit oder Missbrauch, insbesondere im Zusammenhang mit Boni.

All diese Punkte treffen in meinem Fall nicht zu.

Ich habe mein Konto ausschließlich selbst erstellt und genutzt, eigene Einzahlungen vorgenommen, eigenständig gespielt und mich vollständig mit meinen persönlichen Dokumenten verifiziert. Es gab zu keinem Zeitpunkt einen Zugriff durch Dritte oder eine gemeinsame Nutzung des Kontos.

Der entscheidende Punkt ist für mich folgender:

Mir ist keine konkrete Klausel bekannt, die allein die Nutzung desselben Geräts oder derselben Internetverbindung durch zwei unterschiedliche Personen ausdrücklich als Verstoß definiert – insbesondere dann nicht, wenn keine gemeinsame Nutzung eines Kontos, keine gemeinsamen Gelder und keine koordinierte Aktivität vorliegen.

Eine technische Verbindung kann aus meiner Sicht ein Risikohinweis sein, ersetzt jedoch keinen konkreten Nachweis eines Regelverstoßes im Sinne der AGB.

Zusätzlich möchte ich betonen, dass es sich hierbei nicht um einen geringfügigen Betrag handelt. Meine Einzahlung betrug 300 €, während sich mein Kontostand auf etwa 3.000 € belief. Gerade aufgrund dieser erheblichen Summe ist es mir besonders wichtig, dass die Entscheidung auf einer klaren und konkret belegbaren Grundlage basiert.

Daher stellt sich für mich die Frage, auf welche konkrete Klausel sich die vollständige Einziehung der Gewinne in diesem Fall stützt.

Falls weiterhin Zweifel bestehen, kann das andere Konto selbstverständlich separat überprüft und verifiziert werden, um eindeutig zu bestätigen, dass es sich um zwei unterschiedliche Personen handelt.

Vor diesem Hintergrund halte ich die Entscheidung für nicht ausreichend durch einen klaren AGB-Verstoß begründet und bitte um eine erneute Bewertung des Falls unter Berücksichtigung der tatsächlichen Regelgrundlage.

Vielen Dank für Ihre Unterstützung.

Hi gandhi1988,

Thank you for your thoughtful reply.

At this stage, I need to clarify one important point and conclude the case accordingly.

Please forget the argument about the same internet connection — that is not the decisive factor here.

What is relevant is that both accounts were accessed from the same device. From a compliance perspective, this directly falls under the rule prohibiting sharing an account or granting access to third parties.

In practice, one device should mean one user. Logins are remembered, sessions are stored, and devices create persistent digital identifiers. Once two accounts are accessed from the same device, the casino cannot distinguish whether the second person simply logged in independently or was granted access by the original account holder.

And this is exactly the issue: it becomes technically impossible for a player to prove that access was not granted to a third party once the same device is used.

Casinos do not need to prove collaboration beyond that technical link. The shared device itself creates a justified compliance concern under their anti-abuse and risk management rules.

I fully understand that from your personal perspective you see two separate individuals. However, from a regulatory and fraud-prevention standpoint, the casino’s position is considered justified once that device link exists.

For this reason, and after reviewing everything carefully, we are not in a position to challenge the casino’s decision further.

I am truly sorry that this is not the outcome you were hoping for.

Kind regards,

Petronela

Casino.Guru