BiggerZ Casino - Вывод средств игроком задерживается из-за запроса бонуса.

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.

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.

• 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 [email protected], 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 ([email protected]). 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

Hello Samuel

No, there is no update.

Best regards

Hallo Samuel

Nein es gibt keinen neuen Stand.

Best Regards

Dear Samuel,

Dear Chemiker,

Thank you for reaching out and for giving us the opportunity to clarify this case.

After a thorough review of the player's account ([email protected]), we can confirm the following:

The account was flagged as a duplicate based on multiple shared IP addresses with another active account registered earlier on our platform. The other account had already claimed and wagered the Welcome Bonus prior to this player's registration.

Our Terms and Conditions, which the player accepted upon registration, clearly state:

"All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). Creating multiple accounts (duplicate accounts) will lead to termination of the accounts and confiscation of any gained winnings and active bonuses. The player should register personally and shall not provide access to their account or allow using the website by any third party including but not limited to minors."

In line with this policy, the bonus and any winnings derived from it were forfeited. However, as a goodwill gesture and in line with fair play practices, the player was allowed to withdraw his original deposit of €500, which was successfully processed.

We are happy to share supporting internal evidence (matching IP records between the two accounts) directly with the Casino Guru team via your dedicated email channel, as this information is confidential and cannot be disclosed publicly for data protection reasons.

We remain at your disposal for any further clarifications.

Best regards,

BiggerZ Casino Team

Hello everyone,

thank you, Chemiker, for your update.

Dear BiggerZ Casino,

thank you for your detailed response and for outlining your position regarding the duplicate account flag. I also appreciate your willingness to provide supporting evidence via our dedicated email channel.

However, at this stage, I would like to ask you to additionally provide more concrete supporting evidence that clearly demonstrates that both accounts belong to the same individual, as required by your Terms and Conditions for enforcing a duplicate account violation. At the moment, an IP address match alone is not considered sufficient proof, as it does not conclusively confirm that both accounts were created and operated by the same person.

Therefore, please provide any additional internal findings, behavioural links, device-level data, or other relevant verification records that led to this conclusion.

You may send any sensitive or confidential documentation directly to my email:

[email protected]

I will await your response before proceeding further.

Thank you both for your cooperation.

Hello

That's roughly what the casino told me in the chat.

I would like to point out that I am somewhat older and not very knowledgeable in IT matters.

I only use one email address to register at the casino; I don't understand how I could have registered twice.

Wouldn't that have prevented the casino?

I don't even know my IP address.

I find all of this difficult to understand.

Best regards

Hallo

So wurde mir das in etwa auch vom Casino im Chat mitgeteilt.

Ich möchte anmerken das ich schon etwas älter bin ,und in IT-Angelegenheiten nicht so bewandert.

Ich nutze nur eine E Mailadresse zum anmelden im Casino, ich verstehe nicht wie ich mich hätte doppelt anmelden können.

Das hätte das Casino doch unterbunden?

Meine IP Adresse ist mir nicht einmal bekannt.

Für mich ist das alles schwer zu verstehen.

Best Regards

Dear Samuel,

Thank you for your response.

As requested, we have sent the supporting evidence and additional internal information to your email for your review, as it contains confidential information relating to another player's account and cannot be shared publicly due to data protection obligations.

Please let us know if you require any further information or clarification. We will be happy to assist.

Kind regards,

BiggerZ Casino Team

Hello everyone,

thank you both for your updates.

Dear Chemiker,

thank you for your explanation. I understand that this situation may be confusing, especially if you are not familiar with the technical aspects involved. At this stage, I would simply ask for a little more patience while I continue reviewing the case.

Dear BiggerZ Casino,

thank you for providing the additional information via email. I have reviewed your message and have already replied with a few follow-up questions and requests for clarification. I will await your response before proceeding with my assessment.

Thank you both for your cooperation.

Dear Samuel

Patience is absolutely no problem; take as much time as you need.

It's not something to take for granted that one receives such help; I am very grateful for it.

Kind regards

Lieber Samuel

Geduld ist überhaupt kein Problem,lassen Sie sich soviel Zeit wie Sie benötigen.

Es ist nicht selbstverständlich das man solche Hilfe bekommt,ich bin sehr dankbar dafür.

Freundliche Grüße

Dear Samuel,

We have sent you an email yesterday. If anything further is needed, let us know.

Thank you!

Hello everyone,

thank you both for your updates.

Dear Chemiker,

thank you for your patience and your kind words. I truly appreciate your understanding while I continue reviewing this case.

Dear BiggerZ Casino,

thank you for your latest email. I have reviewed your response and have sent you a follow-up email requesting some additional clarification regarding the circumstances of this case. Once I receive your reply, I will be in a much better position to assess the complaint objectively.

I will keep both parties informed as soon as I have any further updates.

Thank you both for your continued cooperation.

Hi Samuel,

We have now replied to your email.

Let us know if any further questions arise on your side.

Hello everyone,

thank you both for your updates.

Dear Chemiker,

thank you once again for your patience and understanding. I truly appreciate your cooperative approach while I continue reviewing this case.

Dear BiggerZ Casino,

thank you for your latest email and for taking the time to answer my previous questions. I have reviewed your response carefully.

However, I have replied once again with several additional questions that I consider important before I can reach a fair and objective conclusion. At this stage, I am still not fully convinced that the evidence currently provided justifies the confiscation of the player's bonus winnings, and I would therefore appreciate your further clarification on the points raised in my email.

Once I receive your reply, I will review everything again and inform both parties about my conclusions.

Thank you both for your continued cooperation.

Hi Samuel,

We have now replied to your email.

We remain at your disposal should you have further questions.

Hello everyone,

thank you both for your continued cooperation.

Dear BiggerZ Casino,

thank you for your latest email. I have reviewed your response and appreciate the additional information you have provided.

However, I have once again replied to you via email with several further questions. At this stage, I still do not believe that the evidence currently available is sufficient to objectively justify the confiscation of the player's bonus winnings, and I would therefore like to clarify a few remaining points before reaching my final conclusion.

Dear Chemiker,

thank you once again for your patience throughout this process. Please rest assured that I am continuing to review the case carefully. My aim is to ensure that any decision is based on sufficiently convincing evidence rather than assumptions, and I therefore need to clarify a few remaining points with the casino before I can conclude the complaint.

I will update both parties as soon as I receive the requested information.

Thank you both for your continued cooperation.

Dear Samuel

I appreciate your efforts and am very grateful for them.

If Casino Guru didn't exist, one would be powerless against the casino's decisions.

Unfortunately, as a player you have little chance of defending yourself against it.

I only contacted her because I am not aware of any wrongdoing.

Thank you.

I would also like to inform you that I received an email from the casino on July 17, 2026, stating that my account had been verified. I find this very strange in this situation.

Best regards

Lieber Samuel

Ich weiß Ihre Bemühungen zu schätzen und bin sehr dankbar dafür.

Wenn es die Möglichkeit über Casino Guru nicht geben würde,stände man den Entscheidungen des Casinos machtlos gegen über.

Leider hat man als Spieler wenig Möglichkeiten sich dagegen zu wehren.

Ich habe mich nur an sie gewendet weil ich mir keiner Schuld bewusst bin.

Ich danke Ihnen.

Ich möchte Ihnen auch mitteilen das ich am 17.07.2026 eine Email vom Casino bekommen habe,das mein Konto Verifiziert wurde.Das finde ich auch sehr merkwürdig in dieser Situation.

Best Regards

Dear Samuel,

We have reviewed the case regarding player with email : [email protected]

The player claimed the AZ30 non-deposit bonus on 11 May 2026. Following a review of the player's gameplay and bonus history, we confirmed that the player exceeded the maximum cashout limit applicable to this promotion.

The player successfully completed the wagering requirements and continued playing with the bonus-derived funds. As a result, their balance exceeded the maximum cashout permitted under the promotion. Since the player had not made any deposits, the maximum cashout restriction for the non-deposit bonus remained applicable.

In accordance with the Bonus Terms and Conditions, the player's balance was adjusted to the maximum permitted withdrawal amount. The player was notified of this adjustment at the time, and the maximum eligible withdrawal was successfully processed.

The player contacted us approximately two months later, after the remaining balance had already been lost through gameplay. At the time of their inquiry, the account balance was €0.00. The balance adjustment had been completed in May and was applied correctly in full accordance with the applicable promotional terms.

Should you require any additional information or supporting evidence, we would be happy to provide the player's transaction history, gameplay records, bonus logs, or any other relevant documentation.

Kind regards,

BiggerZ Casino Team

Hello Samuel

The casino's current accusations are new to me and different from previous ones.

I must also say that I don't understand them at all; they can surely do better.

However, I know that I only played in the casino from May 30th to June 12th.

I didn't receive a bonus on May 11th and I didn't play either.

I just took the time to look through my casino gaming statistics.

This allows me to prove that I only played there from May 30th to June 12th.

I'd be happy to send you the screenshots.

Best regards

Hallo Samuel

Die jetzigen Vorwürfe des Casinos sind neu für mich und anders als die bisherigen.

Ich muss auch sagen das ich sie überhaupt nicht verstehe,sie können das sicher besser.

Ich weiss aber das ich im Casino nur vom 30.05-12.06 gespielt habe.

Am 11.05. habe ich keinen Bonus bekommen und auch nicht gespielt.

Ich habe mir eben die Mühe gemacht und meine Spielstatistiken im Casino durch gesehen.

Damit kann ich bewisen das ich nur vom 30.05-12.06 dort gespielt habe.

Gerne kann ich ihnen die Screenshots schicken.

Best Regards

Hello everyone,

thank you both for your continued cooperation.

Dear BiggerZ Casino,

thank you for your latest explanation. However, there still appears to be a significant discrepancy between your account of events and the player's statements.

The player states that they only started playing at your casino on 30 May 2026, whereas your explanation refers to a non-deposit bonus allegedly claimed on 11 May 2026. Before I can reach a final conclusion, I kindly ask you to provide supporting evidence confirming your version of events, such as the relevant bonus log, account history, transaction history, or any other records showing:

• when the account was registered,
• when the non-deposit bonus was claimed,
• when the wagering was completed,
• when the balance adjustment was applied,
• and when the maximum cashout was processed.

Dear Chemiker,

thank you for your reply. If your personal gaming history shows that you only started playing at BiggerZ Casino on 30 May 2026, please upload the relevant screenshots here in the complaint thread or send them to my email. This information could be important, as it appears to contradict the timeline presented by the casino.

Once I have received the requested evidence from both parties, I will carefully compare all available information and proceed with my final assessment of the complaint.

Thank you both for your continued cooperation.

Hello Samuel

I'm attaching three screenshots from my player account.

Screenshot 1: Revenue from 24.01.2026-23.07.2026

Screenshot 2: Revenue from 24.01.2026-29.05.2026

Screenshot 3: Revenue from 30.05.2026-12.06.2026

This shows that my only revenue was generated between 30.05.2026 and 12.06.2026.

Thank you for your trouble.

Best regards

Hallo Samuel

Ich hänge drei Screenshots aus meinem Spielerkonto an.

Screenshot 1: Umsatz vom 24.01.2026-23.07.2026

Screenshot 2: Umsatz vom 24.01.2026-29.05.2026

Screenshot 3: Umsatz vom 30.05.2026-12.06.2026

Darauf ist zu erkennen das der einzige Umsatz von mir vom 30.05.2026-12.06.2026 erfolgt ist.

Danke für Ihre Mühe.

Best Regards

Dear Samuel,

First of all, we would like to sincerely apologise for the confusion.

Unfortunately, our previous public reply was posted in error and related to a different complaint currently under review. We appreciate your patience and thank you for bringing this to our attention.

Regarding this case, thank you for your continued review and for your further questions.

To clarify our position (and our previous communication about this player via email), our decision was not based on a shared IP address in isolation. Rather, it was based on the overall circumstances of this case, namely that:

the earlier account had already claimed and used the Welcome Bonus before the account in question was registered;

both accounts repeatedly used the same IP address, rather than sharing it on a single occasion; and

both accounts displayed a notably similar betting pattern, including an average stake of approximately €5.

These factors, when considered together, led us to conclude that the second Welcome Bonus was not eligible under our Bonus Terms.

Regarding your question on the application of our policy, a shared IP address alone does not automatically result in the forfeiture of bonus winnings. Each case is assessed individually based on the available evidence and the specific circumstances.

As previously stated, the player's €500 deposit was refunded in full, while only the Welcome Bonus and the winnings derived from it were removed in accordance with the applicable Bonus Terms.

Kind regards,

BiggerZ Casino Team

Hello

Okay, now it's a different accusation.

This confirms my assumption that my winnings are being withheld from me.

It's a shame because I actually considered the casino to be reputable, unfortunately I was wrong.

I can only say that I only registered once at this casino; I don't even know how it's possible to register multiple times.

You have to provide your data and verify your identity.

The casino can provide the data from the supposedly first registration so that it can be compared.

Regards

Hallo

Ok,jetzt ist es wieder ein anderer Vorwurf.

Das bestätigt mich in meiner Annahme ,daß mir mein Gewinn vor enthalten werden soll.

Es ist schade da ich das Casino eigentlich als seriös eingeschätzt habe,leider habe ich mich da getäuscht.

Ich kann nur sagen das ich mich nur einmal in diesem Casino registriert habe,ich weiß auch gar nicht wie es möglich sein soll sich mehrmals zu registrieren.

Man muss ja seine Daten angeben und sich verifizieren.

Das Casino kann ja die Daten von der angeblich ersten Registrierung mitteilen,damit man sie vergleichen kann.

MfG

Hello everyone,

thank you for the updates.

Dear Chemiker,

thank you for your additional clarification and for providing the screenshots from your account history. I understand your concerns, especially considering that the casino's explanation has changed compared to the previous information provided in this complaint.

Dear BiggerZ Casino,

thank you for your clarification. However, after reviewing the information provided so far, I believe that further details are still required before I can make a final assessment.

While I acknowledge that the repeated use of the same IP address, similar betting patterns, and the existence of another account that previously claimed the Welcome Bonus may justify additional review, these factors alone do not conclusively demonstrate intentional bonus abuse.

I already contacted you via email on 20 July regarding this matter and requested further clarification and supporting evidence. Please reply to that email with the requested information so we can properly assess the situation.

For transparency, I would like to summarise the main points requiring clarification:

• Were the payment methods of both accounts compared? If so, what was the result?
• Were device fingerprints compared? If so, did they match?
• Were browser fingerprints, operating systems, or any other technical identifiers reviewed?
• Did both accounts complete KYC verification? If so, were they accepted as belonging to two different individuals?
• Were there any similarities in names, addresses, phone numbers, payment details, or identification documents?
• Apart from the shared IP address and similar betting stakes, what objective evidence connects these two accounts?

Additionally, I would appreciate clarification regarding the practical application of your policy:

• How many accounts using the same IP address claimed the Welcome Bonus?
• Were bonus winnings confiscated from all accounts connected to this IP address, or only selected accounts?
• If only certain accounts were affected, what objective criteria were used to distinguish this player from the others?

These details are important to determine whether the decision was based on sufficient evidence of coordinated bonus abuse and whether the applied action was consistent with your own policy.

I will await your response and the requested evidence before proceeding with my final assessment.

Thank you both for your cooperation.