BiggerZ Casino - Печалбите на играча са конфискувани.

I deposited €100 at BiggerZ Casino and received a 150% welcome bonus. I carefully followed the bonus terms and conditions and completed all wagering requirements successfully.

After completing the wagering requirements, I accumulated winnings of approximately €3,000. When I requested a withdrawal, BiggerZ Casino refused to pay my winnings, claiming that there were multiple accounts and/or IP-related issues associated with my account.

I strongly deny these allegations. I have only used my own personal account and have not intentionally violated any bonus terms or created multiple accounts. During my gameplay, I accessed my account from my home internet connection and, on one occasion, from my mobile hotspot, which may explain different IP addresses.

I submitted all requested verification documents and contacted the casino multiple times via live chat and email. The live support informed me that the decision was final, but no sufficient evidence or detailed explanation supporting the allegations has been provided to me.

The casino refunded my original €100 deposit but confiscated my €3,000 winnings despite the wagering requirements having been completed successfully.

I am requesting an independent review of my case. I believe my winnings were obtained legitimately and I kindly ask for assistance in resolving this dispute and obtaining the payment of my €3,000 winnings.

I can provide screenshots of my communication with the casino, withdrawal history, and any additional verification documents if required.

Important notice:

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play while your welcome bonus was active?
• Is there any chance that someone from your household or using the same IP address also created an account at this casino?
• Which payment method did you use to deposit money into your casino account?
• Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification purposes?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino?

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

Best regards

Veronika

Hello Veronika,

thank you for reviewing my complaint.

I would like to add a clear and complete explanation of my case.

I found BiggerZ Casino through CasinoGuru, registered there for the first time and created only one account. I deposited 100 EUR and accepted the 150 percent welcome bonus. I played according to the bonus rules and completed the wagering requirements successfully.

After completing the wagering requirements, I requested a withdrawal of 3,000 EUR. This withdrawal was then cancelled by the casino. The reason given was that the welcome bonus had allegedly already been used with the same IP address.

I fully dispute this accusation.

I did not create multiple accounts. I did not use the welcome bonus more than once. I did not knowingly violate any bonus rule. This was my first account at BiggerZ Casino, and I followed the rules as I understood them.

I have documented everything carefully, including screenshots of the transaction history, the cancelled 3,000 EUR withdrawal, the 100 EUR deposit, the later 100 EUR withdrawal, the cashout cancellation email, bonus emails, chat conversations and the casino’s explanations.

Another important point is that the casino has now confirmed in live chat that my documents are verified. They also processed and paid out 100 EUR to me. This makes the situation very confusing and inconsistent. If my account and documents are verified enough to process a 100 EUR withdrawal, I do not understand why the 3,000 EUR withdrawal is still being withheld.

The casino keeps repeating the IP address argument, but so far they have not provided clear technical proof that I personally used the welcome bonus before, that I had another account, or that my email address, personal details, payment method or device were connected to another bonus claim.

A general statement about an IP address is not enough in my opinion to justify cancelling a legitimate 3,000 EUR withdrawal, especially when I can prove that I deposited, played, completed the wagering requirements and requested the withdrawal.

I also received further bonus offers from BiggerZ after the disputed cancellation, which makes the whole situation even more questionable.

I kindly ask CasinoGuru to help me resolve this case fairly. I won this money legitimately and I believe BiggerZ should either pay out the 3,000 EUR or provide clear and specific evidence proving their accusation.

At the moment, BiggerZ support told me that my case has been escalated to the relevant department, but I have not received a final solution yet.

I am ready to provide all screenshots, emails, transaction history and chat logs if needed.

Thank you very much for your help.

Hello Veronika,

Thank you very much for your feedback and for reviewing my case.

I would like to clearly summarize my case once again, so that all important points are understandable.

I found BiggerZ Casino through CasinoGuru. Based on the reviews and presentation on CasinoGuru, I trusted them to register.

To my knowledge, this was my first time creating an account there, depositing €100, and taking advantage of the offered welcome bonus. I played for several hours, adhered to the bonus terms and conditions, and successfully fulfilled the wagering requirements.

After that, I requested a withdrawal of €3,000. This withdrawal was rejected by the casino. The reason given was that the welcome bonus had allegedly already been used via the same IP address.

I expressly dispute this justification.

I did not create a second account, I did not use the welcome bonus multiple times, and I did not knowingly violate any bonus rules.

I logged in normally from Austria. I didn't use a VPN, neither with BiggerZ nor ever before in my life. I also don't use IP masking software and didn't conceal my location. At most, I might have been online once via my home Wi-Fi and once via mobile data or a hotspot. However, this isn't deliberate concealment and isn't proof of multiple accounts.

The following contradiction is particularly important to me: My transaction history shows that my deposit of 100 EUR was accepted, that the withdrawal of 3,000 EUR was rejected, and that later a withdrawal or refund of 100 EUR was accepted and credited to my account.

If my account, identity, payment, or verification were supposedly problematic, I don't understand why BiggerZ was able to pay out 100 EUR at all, while the 3,000 EUR continues to be refused.

Furthermore, I inquired directly about my verification via live chat. I was informed that my documents had already been verified on their website. However, on my profile page and in the verification section, it remains unclear to me whether my account is fully verified. Therefore, I request a clear written explanation from the casino.

I've been corresponding with support for days. I've been told repeatedly that my case has been escalated to the responsible department and that I should wait.

I have not yet received a concrete solution, a ticket number, clear technical proof, or a comprehensible final explanation.

I have documented everything: screenshots of the transaction history, screenshots of the verification area, emails regarding the rejected payout, chat histories with support, the confirmation of escalation, and the statements regarding verification.

I also want to be honest and say that this case is now taking a heavy toll on me. I have invested many hours in documentation, communication, and clarification.

This situation is really bothering me because I'm convinced I did nothing wrong. I played for a long time, completely lost track of time, met the wagering requirements, and finally got lucky. After that, my €3,000 payout was refused without any concrete and verifiable proof being provided.

I would like to continue to resolve this matter fairly and objectively through CasinoGuru. However, should a fair solution not be possible, I will have to consider further steps, including seeking legal assistance and utilizing my legal expenses insurance.

I therefore urgently request CasinoGuru's support. I refuse to accept that a casino withholds a win of €3,000 when I deposited, played, fulfilled the wagering requirements, and, in my opinion, earned the winnings fairly.

I insist on my right as a player and customer to a fair review, a clear explanation, and the payment of any winnings I have earned legitimately. If BiggerZ claims that I have violated any rules, the casino should provide concrete, verifiable technical evidence. A general statement about an IP address is, in my view, insufficient grounds to withhold €3,000.

I urge CasinoGuru to request that BiggerZ either pay out the 3,000 EUR or provide clear, specific and verifiable evidence as to why this payment is being refused.

Thank you for your support.

This case is very important to me, and I will not give it up because I am convinced that I won the money fairly.

Best regards

Markus K.

Hallo Veronika,

vielen Dank für Ihre Rückmeldung und dafür, dass Sie meinen Fall prüfen.

Ich möchte meinen Fall nochmals klar zusammenfassen, damit alle wichtigen Punkte nachvollziehbar sind.

Ich habe BiggerZ Casino über CasinoGuru gefunden. Aufgrund der Bewertung und Darstellung auf CasinoGuru hatte ich Vertrauen, mich dort anzumelden.

Nach meinem Wissen habe ich dort zum ersten Mal ein Konto erstellt, 100 EUR eingezahlt und den angebotenen Willkommensbonus genutzt. Ich habe mehrere Stunden gespielt, die Bonusbedingungen beachtet und die Umsatzbedingungen erfolgreich erfüllt.

Danach habe ich eine Auszahlung von 3.000 EUR beantragt. Diese Auszahlung wurde vom Casino abgelehnt. Als Begründung wurde angegeben, dass der Willkommensbonus angeblich bereits über dieselbe IP Adresse verwendet worden sei.

Diese Begründung bestreite ich ausdrücklich.

Ich habe kein zweites Konto erstellt, den Willkommensbonus nicht mehrfach genutzt und nicht bewusst gegen Bonusregeln verstoßen.

Ich habe mich normal aus Österreich eingeloggt. Ich habe keinen VPN verwendet, weder bei BiggerZ noch jemals zuvor in meinem Leben. Ich verwende auch keine IP Maskierungssoftware und habe meinen Standort nicht verschleiert. Es kann höchstens sein, dass ich einmal über mein Heim WLAN und einmal über mobile Daten beziehungsweise Hotspot online war. Das ist jedoch keine bewusste Verschleierung und kein Beweis für mehrere Konten.

Besonders wichtig ist für mich folgender Widerspruch: In meinem Transaktionsverlauf sieht man, dass meine Einzahlung von 100 EUR akzeptiert wurde, dass die Auszahlung von 3.000 EUR abgelehnt wurde und dass mir später eine Auszahlung beziehungsweise Rückzahlung von 100 EUR akzeptiert und gutgeschrieben wurde.

Wenn mein Konto, meine Identität, meine Zahlung oder meine Verifizierung angeblich problematisch wären, verstehe ich nicht, warum BiggerZ überhaupt 100 EUR auszahlen konnte, während die 3.000 EUR weiterhin verweigert werden.

Außerdem habe ich im Live Chat direkt nach meiner Verifizierung gefragt. Dort wurde mir mitgeteilt, dass meine Dokumente auf deren Seite bereits verifiziert seien. Auf der Profilseite beziehungsweise im Verifizierungsbereich wirkt es für mich jedoch weiterhin unklar, ob mein Konto vollständig verifiziert ist. Auch deshalb bitte ich um eine klare schriftliche Erklärung des Casinos.

Seit Tagen schreibe ich mit dem Support. Mir wurde mehrfach gesagt, dass mein Fall an die zuständige Abteilung eskaliert wurde und ich warten soll.

Eine konkrete Lösung, eine Ticketnummer, ein klarer technischer Beweis oder eine nachvollziehbare endgültige Begründung habe ich bisher nicht erhalten.

Ich habe alles dokumentiert: Screenshots vom Transaktionsverlauf, Screenshots vom Verifizierungsbereich, E Mails zur abgelehnten Auszahlung, Chatverläufe mit dem Support, die Bestätigung zur Eskalation und die Aussagen zur Verifizierung.

Ich möchte auch ehrlich sagen, dass mich dieser Fall mittlerweile sehr belastet. Ich habe inzwischen viele Stunden in die Dokumentation, Kommunikation und Klärung investiert.

Die Situation lässt mich kaum zur Ruhe kommen, weil ich überzeugt bin, nichts falsch gemacht zu haben. Ich habe lange gespielt, die Zeit völlig übersehen, die Umsatzbedingungen erfüllt und hatte endlich einmal Glück. Danach wurde mir die Auszahlung von 3.000 EUR verweigert, ohne dass mir bisher ein konkreter und überprüfbarer Beweis vorgelegt wurde.

Ich möchte den Fall weiterhin fair und sachlich über CasinoGuru lösen. Sollte es jedoch keine faire Lösung geben, werde ich weitere Schritte prüfen müssen, einschließlich anwaltlicher Unterstützung und meiner Rechtsschutzversicherung.

Ich bitte CasinoGuru daher dringend um Unterstützung. Ich möchte nicht hinnehmen, dass ein Casino einen Gewinn von 3.000 EUR einbehält, obwohl ich eingezahlt, gespielt, die Umsatzbedingungen erfüllt und den Gewinn aus meiner Sicht fair erspielt habe.

Ich bestehe auf mein Recht als Spieler und Kunde auf eine faire Prüfung, eine klare Begründung und die Auszahlung eines rechtmäßig erspielten Gewinns. Wenn BiggerZ behauptet, dass ich gegen Regeln verstoßen habe, sollte das Casino konkrete technische und überprüfbare Beweise vorlegen. Eine allgemeine Aussage über eine IP Adresse reicht aus meiner Sicht nicht aus, um 3.000 EUR einzubehalten.

Ich bitte CasinoGuru, BiggerZ aufzufordern, entweder die 3.000 EUR auszuzahlen oder klare, konkrete und überprüfbare Beweise vorzulegen, warum diese Auszahlung verweigert wird.

Vielen Dank für Ihre Unterstützung.

Dieser Fall ist für mich sehr wichtig, und ich werde ihn nicht aufgeben, weil ich überzeugt bin, dass ich das Geld fair gewonnen habe.

Mit freundlichen Grüßen

Markus K.

Hello Veronika,

I have now received a written reply from BiggerZ Support and uploaded the screenshot here.

BiggerZ again states that my 3,000 EUR withdrawal was rejected because my welcome bonus was allegedly linked to other accounts using the same IP environment.

However, they still have not provided any clear, specific or verifiable evidence that I personally created or controlled another account, used the bonus more than once, or violated any rule.

They only refer generally to an IP environment. In my opinion, this is not enough to justify withholding 3,000 EUR, especially because I created only one account, used the welcome bonus only once, did not use any VPN or IP masking software, and played normally from Austria.

There is also another important contradiction: BiggerZ now writes that the full verification procedure is still ongoing. But in live chat I was previously told that my documents were already verified. In addition, BiggerZ already processed a 100 EUR payout or refund, while refusing to pay the 3,000 EUR.

This is very confusing and unfair from my point of view.

I kindly ask CasinoGuru to request from BiggerZ either:

clear, specific and verifiable evidence proving their allegation, or

approval and payment of my 3,000 EUR withdrawal.

I completed the wagering requirements and won this money fairly. I do not think it is fair that BiggerZ can keep repeating a general IP explanation without showing concrete proof.

Thank you very much for your help.

Hello Veronika,

I would like to add another important screenshot to my complaint.

BiggerZ is still sending me new promotional bonus offers by email, even after refusing my 3,000 EUR withdrawal and claiming that there was an issue with the welcome bonus or my account.

The new email was sent on June 19 and offers me another bonus: 100 percent up to 350 USD plus 50 Free Spins.

This is very confusing and contradictory to me. If BiggerZ claims that my account, bonus use or IP environment is problematic, why are they still actively sending me new bonus offers and encouraging me to deposit again?

In my opinion, this supports my concern that the casino accepts deposits and continues marketing bonuses to me, while refusing to pay out my fairly won 3,000 EUR.

I kindly ask CasinoGuru to include this screenshot in the review and ask BiggerZ to explain this contradiction.

Thank you.

Thank you for your responses and for providing more details regarding your case.

I understand that you have only one account at this casino. However, do you live with anyone else who may have also created an account at this casino and claimed the same welcome bonus?

Alternatively, has any of your relatives, friends, or acquaintances registered at this casino and accepted the same welcome bonus while using the same internet connection as you?

Dear Veronika,

Thank you for your message and for looking into my case.

To answer your questions clearly:

I have only one account at Biggerz Casino, and this was my first and only account there. I have never previously registered at this casino, claimed a welcome bonus there, or created any additional accounts.

I have played at other casinos listed on Casino Guru in the past, so it is possible that there may be some misunderstanding or confusion with records from other casinos. However, regarding Biggerz specifically, this was my first registration and my first welcome bonus.

As far as I am aware, no family member, friend, relative, or acquaintance has created an account at Biggerz Casino using my internet connection, my devices, or my household. I have no knowledge of anyone else claiming the same welcome bonus through my IP address.

I would also like to emphasize that I have acted honestly and in good faith throughout the entire process. I complied with the bonus terms, completed the wagering requirements, and requested a withdrawal only after meeting all conditions.

Since the casino continues to withhold my winnings without providing clear evidence, I will today file an official police report and continue seeking assistance from the relevant consumer protection authorities.

I am also requesting that the casino provide specific evidence supporting its allegations, including details of any allegedly linked account, IP match, or other information used to justify confiscating my winnings.

Thank you for your assistance and for helping to ensure that this matter is reviewed fairly and objectively.

Kind regards,

Markus K. (WhitetaigerMaxWin)

Hello Veronika,

I would like to add another important screenshot to my BiggerZ complaint.

I received another promotional email today, this time from CasinoGuru, recommending a casino game as a hot pick. I understand that this may be general marketing, but in my current situation it feels very difficult and frustrating.

I found BiggerZ through CasinoGuru and trusted the platform. I then played for many hours, more than eight to ten hours, completed the wagering requirements and won 3,000 EUR fairly. Now BiggerZ refuses to pay out my winnings, while I continue to receive gambling related promotional emails.

This situation is very stressful for me. I am not asking for special treatment. I am only asking for a fair review of my case and for BiggerZ to either pay out my 3,000 EUR winnings or provide clear, specific and verifiable evidence proving their allegation.

BiggerZ has still not provided concrete proof that I created another account, used the bonus more than once or violated any rule. They only refer generally to an IP environment.

Please include this screenshot in the complaint file and help me get a fair resolution.

Thank you very much.

Hello Veronika,

I would like to add another important update to my BiggerZ complaint.

BiggerZ has now marked the query as resolved, but my 3,000 EUR withdrawal is still unpaid and no concrete evidence has been provided.

They have confirmed in writing that I did not use a VPN. However, they still refuse my withdrawal only because of an alleged shared IP address. In my opinion, a shared IP address alone does not prove that I created or controlled another account, used the welcome bonus more than once or violated any rule.

BiggerZ also continues to send me new promotional bonus emails, including another offer of 150 percent up to 500 USD, while refusing to pay my 3,000 EUR winnings. This is very contradictory.

I kindly ask CasinoGuru to keep this complaint open and request from BiggerZ either the payment of my 3,000 EUR withdrawal or clear, specific and verifiable evidence proving their allegation.

Thank you very much for your help.

Hello Veronika,

I kindly ask CasinoGuru for serious help in this case.

I found BiggerZ through CasinoGuru and trusted the casino because it was listed and reviewed on your platform.

BiggerZ still refuses to pay my 3,000 EUR withdrawal. They confirmed that I did not use a VPN, but still rely only on a general shared IP explanation. They have not provided clear evidence that I created or controlled another account, used the bonus more than once or violated any rule.

I completed the wagering requirements and requested my withdrawal in good faith.

BiggerZ also continues to send me new bonus and deposit offers while refusing to pay my winnings. This is very contradictory.

Please ask BiggerZ either to pay my 3,000 EUR withdrawal or provide clear, specific and verifiable evidence.

Thank you very much.

Dear WhitetaigerMaxWin

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,

Veronika

Dear WhitetaigerMaxWin,

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 exact reasons why the winnings were confiscated, including any alleged rule violations or relevant terms and conditions.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Dear Samuel,

Thank you for reaching out and inviting us to clarify this case.

We can confirm that the player's original €100 deposit was refunded in full. Only the winnings generated through the Welcome Bonus were withheld, in line with our standard procedure when a bonus abuse violation is identified.

Reason for confiscation:

Our fraud and compliance review identified that the player's account shares IP addresses with an unusually high number of other user accounts - specifically, two of the IPs used on this account were each linked to several hundred other accounts on our platform. This pattern is not consistent with typical household or mobile-network IP sharing (which usually involves a handful of devices/users at most). IP addresses shared across hundreds of distinct accounts are a strong technical indicator of proxy, VPN, or similar IP-masking services.

This falls under two provisions the player agreed to when registering:

• Bonus Terms: "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... Creating multiple accounts (duplicate accounts) will lead to termination of the accounts and confiscation of any gained winnings and active bonuses."
• General Terms and Conditions, Section 3.4: "You may not use a VPN, proxy or similar services or devices that mask or manipulate the identification of your real location."
• 
  

While the player states he did not knowingly use a VPN, the IP-sharing pattern observed is not explainable by normal use of a single home or mobile connection, and is the basis for our decision. We are unable to share the full technical detection methodology, as this would compromise our ability to detect similar abuse going forward, but we're happy to share evidences with  CasinoGuru's team directly if needed for verification purposes.

Hello everyone,

thank you both for your updates.

Dear BiggerZ Casino,

thank you for your detailed explanation.

I understand your position and appreciate the clarification regarding the IP addresses used on the player's account. However, at this stage, I do not believe that the IP information alone is sufficient to conclusively establish bonus abuse or justify the confiscation of the player's winnings.

You mentioned that you are willing to provide additional evidence directly to Casino Guru. I would therefore kindly ask you to do so.

In particular, I would appreciate any additional technical indicators or evidence that support your conclusion, such as device fingerprint data, browser or hardware identifiers, payment method connections, gameplay similarities, account behavior, or any other objective factors that link this player's account to other accounts beyond the shared IP addresses.

I fully understand that you may not be able to disclose your complete fraud detection methodology publicly. If the information contains sensitive internal data, please feel free to send it directly to my email at [email protected].

Once I have reviewed all the available evidence, I will be able to assess the case more thoroughly.

Thank you both for your continued cooperation.

Hi Samuel,

We have now sent you an email to  [email protected]

We remain available in case you have further questions.

Hello everyone,

thank you both for your updates.

Dear BiggerZ Casino,

thank you for providing the additional information via email. I appreciate your cooperation throughout this investigation.

I have carefully reviewed your latest submission and have already replied to your email with several follow-up questions and requests for additional clarification. Before I can reach a fair and objective conclusion, I would like to review the further information requested in my email.

Dear WhitetaigerMaxWin,

thank you for your patience and for sharing your concerns. I understand that this situation has been stressful, especially considering the amount involved and the time that has already passed.

Please rest assured that I am reviewing this case carefully. While I cannot disclose the confidential materials provided by the casino, I can assure you that I am assessing whether the evidence objectively supports their conclusions and whether it is sufficient to justify the confiscation of your bonus winnings.

For the time being, I will wait for the casino's reply to my additional questions before making my final assessment.

Thank you both for your cooperation.

Thank you very much, Samuel.

I appreciate the time and effort you are putting into reviewing this case carefully.

I fully understand that you need all the facts before making your final decision.

I would simply like to reiterate that I have only ever had one BiggerZ account, I never used a VPN, and I still have not seen any objective evidence proving the alleged multiple account violation.

Thank you again for your impartial review. I look forward to your final assessment.

Hi Samuel,

We have now replied to your email.

We remain available, should you have any further questions.

Hello Samuel,

Thank you again for your continued work on this case.

I would like to provide one final update.

It has now been more than one month since I requested my withdrawal, and my winnings are still unpaid.

I also want to honestly explain the personal impact this situation has had on me. These past weeks have been extremely emotionally and financially difficult.

The uncertainty surrounding my confiscated winnings has caused me significant stress and anxiety. I have struggled to sleep properly, my appetite has been affected, and I feel overwhelmed by the ongoing uncertainty. This situation has genuinely taken a serious emotional toll on me.

At the same time, I continue to receive promotional emails from BiggerZ encouraging me to make new deposits and place new bets while my previous winnings remain confiscated and this dispute is still unresolved. I have attached a screenshot as an example.

I understand that these promotional emails are not evidence regarding the original dispute. However, from a player’s perspective, it is very difficult to understand why I am being encouraged to deposit more money while my withdrawal is still being withheld.

I sincerely hope this case can now be concluded as soon as possible. I respectfully ask for a fair and objective final assessment based on the evidence.

Thank you again for your time, your patience and your impartial review.

Hello everyone,

thank you both for your continued cooperation.

Dear BiggerZ Casino,

thank you for your latest response and for the additional information you provided via email.

After reviewing your explanation, I have sent you another follow-up email requesting several additional clarifications that I consider necessary before reaching my final conclusion. In particular, I have asked further questions regarding how your bonus policy is applied in practice, how the alleged abuse was established in this specific case, and what objective evidence supports the confiscation of the player's bonus winnings.

Dear WhitetaigerMaxWin,

thank you for your continued patience.

I am still reviewing all of the information carefully and have requested further clarification from the casino before making my final assessment. Once I receive their reply, I will evaluate all of the available evidence and return with my conclusion.

Thank you both for your cooperation.

Hello Samuel,

I would like to provide another screenshot that I only noticed today. I am not sure whether I overlooked it before or whether I simply did not pay attention to it.

I logged into my BiggerZ account again because I continue to receive promotional emails from the casino, even though my withdrawal dispute is still unresolved.

While checking my account, I noticed that my Welcome Deposit Bonus (€150) is marked as "Wagering completed" ("Umsatz erfüllt").

I thought this information might also be relevant to your review, as it appears to confirm that the wagering requirements for the welcome bonus were successfully completed. I therefore wanted to share this additional screenshot with you.

Thank you again for your time and your careful review of my case.

Today I received a new email from BiggerZ confirming that my email address and phone number have been successfully verified.

They also state that no further verification is currently required and that they will contact me if any additional documents are needed.

Despite this, my €3,000 withdrawal has still not been paid after more than one month.

I believe this email is important evidence because it shows that my account is verified and there should be no verification related reason for delaying my withdrawal.

Hi Samuel,

We have replied to your email.

If you have any further questions, let us know.

Update: BiggerZ has now sent me another email, which I have attached. Unfortunately, it contains exactly the same allegation as before, but still no evidence.

BiggerZ claims that the Welcome Bonus had already been used from the same IP address before my account was created. However, they have not provided any proof whatsoever, despite my repeated requests.

I have only ever created and used one BiggerZ account. I did not claim the Welcome Bonus more than once.

A statement alone is not evidence. BiggerZ has not provided the date, time, IP logs, account details, or any other verifiable information that would prove I personally violated their promotional terms.

I therefore respectfully ask that this case be reviewed based on actual evidence rather than unsupported allegations.

Unless BiggerZ can prove that I personally breached the Terms and Conditions, I believe my winnings should be paid.

Hello everyone,

thank you both for your continued cooperation and for the additional information provided.

Dear WhitetaigerMaxWin,

thank you for sharing the additional screenshots and for explaining your concerns in detail. I understand your frustration, especially given the length of this investigation.

I have carefully reviewed both your latest messages and the casino's most recent reply sent via email. At this stage, I have sent the casino another follow-up email because I still require clarification on several important points before I can reach a final conclusion.

In particular, I have asked the casino to explain how their fraud prevention system is applied in practice. Based on their explanation, it appears that their system was able to identify the allegedly suspicious technical environment. If that is indeed the case, I would like to understand why the player was allowed to register, make a deposit, claim the Welcome Bonus, complete the wagering requirements, and only afterwards be informed that they were allegedly ineligible for the promotion.

I have also asked the casino to clarify whether this policy is applied consistently to all players. Specifically, I would like to know how they handle other accounts identified by the same system that do not generate any winnings. This information is important in determining whether the player had a fair opportunity to know they were considered ineligible before depositing and completing the wagering requirements.

Dear BiggerZ Casino,

thank you for your latest email. I will now await your reply to my follow-up questions before proceeding with my final assessment of this complaint.

Thank you both for your patience and cooperation.

Dear Samuel,

Thank you for your continued review of this case and for your thoughtful follow-up questions.

We appreciate the opportunity to clarify our approach.

As with many online casino operators, the fact that a player is able to register, make a deposit, claim a bonus, or complete the wagering requirements does not constitute confirmation that the account has passed all compliance and fraud checks or that the player is ultimately eligible to retain bonus-derived winnings.

Compliance and fraud reviews form part of an ongoing risk assessment process. Relevant indicators may only become apparent once sufficient account activity has been evaluated and all available information has been assessed. For this reason, eligibility for promotional benefits remains subject to review under the accepted Terms and Conditions.

In this case, our investigation identified a technical environment which, following both automated detection and manual review, was inconsistent with legitimate use of the Welcome Bonus and indicated that the promotion had already been claimed from the same qualifying environment. This formed the basis for our conclusion that the Welcome Bonus was not validly available to this account under the applicable Bonus Terms.

Regarding the consistency of our policy, the outcome of a review is not determined by whether a player ultimately wins or loses. Each case is assessed individually based on the available technical evidence and the specific circumstances identified during the review. Where the available evidence demonstrates that the eligibility requirements for a promotion have not been met, the applicable Bonus Terms are applied consistently.

As previously stated, the player's original €100 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.

We remain at your disposal should you require any further clarification.

Kind regards,

BiggerZ Casino Team

Hello everyone,

thank you both for your continued cooperation.

Dear BiggerZ Casino,

thank you for your latest explanation. However, at this stage, I must point out that I still have significant concerns regarding the evidence supporting your decision.

Based on all the information currently available to me, I have not yet seen objective evidence demonstrating that this player personally created or controlled multiple accounts in order to obtain an unfair advantage. Likewise, I have not been provided with evidence confirming the alleged use of a VPN or proxy by this player.

In our previous correspondence, you also referred to additional indicators such as device fingerprints, payment method comparisons, browser or technical identifiers, and behavioural similarities. However, none of this evidence has been presented to me so far.

From the information currently available, it appears that the player registered an account, accepted a Welcome Bonus offered by your casino, fulfilled the bonus wagering requirements, and played in accordance with the promotion before the bonus winnings were confiscated. At present, I do not have sufficient evidence to conclude that the player was not entitled to receive that bonus.

I therefore kindly ask you once again to provide objective evidence supporting your conclusions. If this information is confidential, you are welcome to send it directly to my email, as it will be treated accordingly. General references to a "technical environment" alone are not sufficient for me to objectively assess whether the confiscation of the player's winnings was justified.

I would also appreciate clarification regarding the player's previous bonus activity. According to the gaming history, the player appears to have regularly claimed promotional offers. Could you please confirm whether the player generated any withdrawals or significant winnings from those previous bonuses, or whether those bonus sessions generally ended without profit? This information may also be relevant when assessing the overall context of the case.

Dear WhitetaigerMaxWin,

thank you for your latest statement.

To help me better understand the circumstances, I would also like to ask you a few questions.

Could you please describe how you usually access the casino? In particular:

• Do you normally play using your home Wi-Fi, mobile data, or another internet connection?
• If you use Wi-Fi at home, which internet provider do you have?
• What device do you normally use to access the casino (desktop PC, laptop, Android phone, iPhone, tablet, etc.)?
• Has anyone else in your household or using the same internet connection ever played at BiggerZ Casino?

These details may help clarify the technical circumstances surrounding your account.

Thank you both for your cooperation.

Dear Samuel,

Thank you for your continued review of this case and for facilitating the communication throughout the process.

As a result of further internal review, we have decided to reinstate the disputed balance to the player's account. The funds have now been credited, and the player may proceed with a withdrawal in accordance with our standard withdrawal process and the applicable Terms and Conditions.

We consider this matter to be now fully resolved. Thank you for your time and attention throughout the review of this case.

Kind regards,

BiggerZ Casino Team

Dear Samuel,

thank you for your support throughout this case.

The disputed balance has now been restored, and I have requested a withdrawal of €3,000.25. The withdrawal is currently shown as pending.

I kindly ask that the complaint remain open until the full amount has been successfully received in my bank account. I will confirm immediately once the payment has arrived.

Kind regards,

Markus

Dear Samuel,

unfortunately, there is now another issue with the withdrawal.

BiggerZ reinstated the disputed €3,000.25 balance and confirmed here that I may proceed with the withdrawal.

I immediately requested the withdrawal, but BiggerZ has now cancelled it, stating that a 1x wagering requirement on deposits has allegedly not been completed.

I do not want to gamble with the reinstated disputed funds or risk losing any part of them merely to make the withdrawal possible.

Could BiggerZ please clarify exactly which deposit is allegedly affected, the exact remaining wagering amount, and why this requirement is being applied now after the disputed balance was reinstated for withdrawal?

I kindly ask that the complaint remain open until the €3,000.25 has actually been paid.

Thank you.

Dear Samuel,

This is an automatic control coming enforced by our security system - We have instructed our team to lift this control. Yo can proceed with the withdrawal at your earliest convenience we will make sure this gets paid as soon as possible.

Kind regards,

BiggerZ Casino 

Dear Samuel,

good news. BiggerZ has now approved my withdrawal and confirmed that the funds are on their way.

Thank you very much for your support and for reviewing this case.

I would just like to keep the complaint open until the full €3,000.25 has actually arrived in my bank account. I will confirm immediately once the funds have been received.

Kind regards,

Markus

Dear Samuel and Casino Guru Team,

On our side the funds have been sent successfully as been shown by the customer above.

We can consider this matter as resolved, and you can please go ahead and close the case.

Kind regards,

BiggerZ Casino 

Thanks, Samuel, for your help. I really appreciate it. Best of luck, and please be a bit more reputable with the casinos.

This case can be closed.

It took a very long time, but it has a happy ending.

Hello everyone,

Dear BiggerZ Casino,

thank you very much for your cooperation and, in particular, for your willingness to reconsider the case and reinstate the disputed balance. I greatly appreciate the additional review carried out by your team and the fact that you ultimately took steps to resolve the matter in the player's favour. I would also like to thank you for promptly addressing the subsequent withdrawal issue and lifting the additional security control, allowing the player to successfully receive the funds. Your cooperation was essential in bringing this complaint to a positive resolution.

Dear WhitetaigerMaxWin,

I'm glad to hear that the disputed funds have now been successfully received and that the matter has been resolved.

Thank you as well for your patience and cooperation throughout what was a lengthy investigation. I'm pleased that we were ultimately able to reach a positive outcome.

I'll now mark the complaint as 'resolved' in our system.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru

An honest review, along with any suggestions for improvement, would be invaluable and could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Samuel

Casino Guru