Big5Casino - La cuenta del jugador ha sido bloqueada.

I can advise everyone not to play there!!

I deposited and played with bonus, wagered everything and won €800, verification went fine everything, but then when I requested the withdrawal, it took 2 days and suddenly I get an email, your account has been blocked because it is pro Household may only give 1 account. And that's exactly what I had read in the reviews of Big5, they take away the account where the profit is on it and whoosh, as soon as the money was won, it was taken away again!!!!!! An impudence!!! Instead of blocking the other account, which is also not used by my girlfriend..

KEEP YOUR HANDS OFF THIS CASINO IF YOU ARE LOOKING FOR REASONS NOT TO PAY THE WIN!!!

THE LAST CASINO....AND I HAVE PLAYED IN SOME BUT NEVER EXPERIENCED THIS!!!!!

NEVER AGAIN!

Ich kann jeden abraten, da zu spielen!!

Ich habe eingezahlt und mit bonus gespielt, alles umgesetzt und 800€ gewonnen, die Verifizierung lief ganz gut alles, aber dann wo ich die Auszahlung beantragt habe, das dauerte 2 Tage und plötzlich bekomme ich eine EMail, ihr Konto wurde gesperrt, da es pro Haushalt nur 1 Account geben darf. Und genau das hatte ich noch bei den Bewertungen von Big5 gelesen, sie nehmen dir das Konto weg wo der Gewinn drauf ist und schwups, so schnell wie das Geld gewonnen war , wurde es einen auch wieder genommen!!!!!! Eine Frechheit!!! Anstatt das andere Konto zu sperren, was sowie von meiner Freundin nicht genutzt wird..

LASST DIE FINGER VON DIESEM CASINO, DIE SUCHEN GRÜNDE, NUR UM DEN GEWINN NICHT ZAHLEN ZU MÜSSEN!!!

DAS ALLERLETZTE CASINO....UND ICH HAB SCHON IN EINIGEN GESPIELT, ABER SOWAS NOCH NIE ERLEBT!!!!!

NIEWIEDER!

Dear Pawelle, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the T&Cs and I found this:

„Multiple Accounts

47.Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

48.In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

49.In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

50.Condor Group reserves the right to block regular or tournament play and/or prize distribution should any evidence of multi-accounting or collusion arise."

Do I understand correctly that you and your girlfriend have been playing at this casino from the same IP address? Have you accumulated your winnings with or without an active bonus, please?

Please, forward any relevant communication between you and the casino to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards, 

Kristina

We live in a household and are both registered there. My girlfriend hasn't played there yet on the site. Only through my account. So it wouldn't have been a problem if you blocked my girlfriend's account.

Yes bonus with deposit.

Wir leben in einem Haushalt und sind beide da angemeldet. Meine Freundin hat dort noch nicht gespielt auf der Seite. Nur über mein Konto. Deswegen wäre es kein Problem gewesen, wenn Sie das konto meiner Freundin gesperrt hätten.

Jaa Bonus mit einzahlung.

Thank you for your reply, Pawelle. So both of you each have your own account, but she hasn't used her yet. Is that correct? Could you please confirm that she didn't play at all (she didn't make any deposits and didn't claim any bonuses)?

Also, would you be so kind as to advise who created the account first, please?

Exactly, she has her own account and has never deposited there nor claimed any bonuses.

My girlfriend had it first.

I can't tell you exactly when though, I just checked the emails but I only have emails from Big5 Casino where they made a bonus offer.

Genau, sie hat ein eigenes Konto und hat dort noch nie eingezahlt und Boni hat sie auch nicht beansprucht.

Meine Freundin hatte es zuerst.

Ich kann Ihnen aber garnicht genau sagen wann, ich habe gerade die Emails durch schaut, aber da habe ich nur Emails von Big5 Casino, wo sie Bonusangebot gemacht haben.

Thank you very much Pawelle for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you very much.

Ich danke Ihnen vielmals.

Hi Pawelle,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Big5Casino to the conversation to participate in the resolution of this complaint.

Dear Peter and Pawel,

We are sorry to see that you needed to raise this complaint.

Having checked everything with our relevant department we have been informed that the account has been closed and payout waived due to a breach of our Terms and Conditions sections 47, 48 and 49.

47) Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

48 ) In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

49) In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken with the intent of defrauding and cheating, meaning by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices and acting on same or similar pattern, We reserve the right to block the relevant Account(s). Following the internal investigation We reserve the right to close an Account or Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct bonuses from all relevant Accounts.

Due to private information, unfortunately, we are not able to share any more details publicly.

Best regards

Customer Experience Team

Thank you Big5Casino team for your reply. Could you please send all relevant evidence to my email address (peter.m@casino.guru)?

Dear Peter,

Please note that as per your request we have provided you with all necessary information over the e-mail.

Best regards

Customer Experience Team

Thank you Big5Casino team for your email. I've looked at the evidence you provided. However, the conclusion is exactly what the player stated in the complaint. His girlfriend opened an account first but if she never played and never taken any bonuses, there is practically no multiple account case. The player can't even be accused of bonus abuse since his girlfriend didn't take any. The player didn't gain an unfair advantage and therefore we are convinced that he should get paid. If you want to ban him and his girlfriend from playing in your casinos in the future, it's alright but he should get paid the winnings.

Dear Peter,

Thank you for your reply.

Please be informed that over your e-mail we have provided you with more information regarding this case.

Best regards

Customer Experience Team

Thank you Big5Casino team for the additional evidence.

Dear Pawelle,

I've looked at the evidence provided by the casino. Even though playing in a casino from one household, IP, etc. is considered a breach of T&Cs, we are convinced that each case should be judged individually. If the players can prove that they play for themselves, in their own name, with their own money and didn't gain an unfair advantage over the casino, using the same IP shouldn't be a reason to confiscate their winnings. However, this is not the case. You admitted that your girlfriend played in your account and the evidence suggests that you both took the registration bonus and played with it. I'm afraid your complaint will be rejected. If you disagree with our decision, I recommend you turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there. I wish I could be of more help.

Best regards,

Peter