BigBoost Casino - La cuenta del jugador ha sido cerrada sin motivo.

I am submitting an urgent complaint regarding BigBoost.com Casino, operated by White Star B.V., company registration number 153150 under the laws of Curacao.

On 31/5-2025, after winning more then 50.000NOK, I submitted a withdrawal request. I fully complied with all KYC requirements, providing every requested document. My account was fully verified.

Immediately after verification, my account was suddenly closed with the claim that I was "using betting techniques." This accusation is false and appears to be entirely fabricated to avoid paying my winnings.

When I requested proof of these alleged "betting techniques," the casino was unable or unwilling to provide any evidence. This is a serious violation of Curacao licensing obligations, including:

Fair and Transparent Player Treatment – Accusing a player of prohibited activity without evidence and seizing funds violates fundamental fairness principles.

Prompt Payment of Legitimate Winnings – Withholding verified player funds without substantiated cause is a breach of payment obligations.

Evidence-Based Enforcement of Terms – Operators must be able to provide documented proof of any alleged breach of their terms; failing to do so renders the enforcement arbitrary and unjust.

Prohibition of Deceptive or Fraudulent Practices – Fabricating accusations to justify non-payment constitutes deceptive conduct under fair gaming rules.

Requested Regulatory Action:

Order White Star B.V. to immediately reinstate my account or process my full withdrawal of 50.000NOK within 72 hours.

Require the operator to submit to you all documented evidence they claim supports their allegation — or confirm that no such evidence exists.

Review whether White Star B.V. is engaging in a systematic pattern of unjustified account closures to avoid payouts.

If unresolved, I will escalate to international gambling dispute services and financial crime reporting bodies in the EU, and I will make my case public via major watchdog platforms such as AskGamblers, Casino Guru, and ThePOGG.

Attached:

Withdrawal request confirmation

KYC approval notices

Account closure notification citing "betting techniques"

Communication logs showing requests for proof unanswered

Sincerely,

Luan *****

[removed by Casino.Guru admin]

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with BigBoost Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live/table games, betting on sports)
• Did you achieve your current balance with the help of a bonus?

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

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I got blocked same day I got the mail that everything was verified June 25, 2025. And have been searching around for anyone that can help me since. I learn about my account being blocked when I tried to login and got an error message. I played Slot with my welcome bonus that I got after depositing into the account. Yes I did achieve the amount with help of the bonus but didn't break any rules and had wager all requirements.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you LuanRak for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BigBoost Casino for their help in resolving this complaint. We would like to know why the player's account was blocked and what we can do to help resolve this issue.

Thank you!

Appreciate it, update me if they answer

Hello everyone

I have raised this with the relevant team and am still waiting for the response. Once I have any info, I will share it with you here.

Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi everyone,

Thank you for extending the time and for your patience in awaiting our reply.

Please find below the details regarding the player’s situation:

The player’s account was closed under section 11.3, which states:

"11.3 In the interests of fair play for all, you are not permitted to utilize or deploy any novel or recognized betting techniques while using our Website which are designed to circumvent the standard house edge in our games; should we detect that you have engaged in activity of this nature, we may immediately suspend, terminate or restrict access to your account and/or retain the balance of any funds therein."

This account was flagged for activity consistent with bonus abuse. In line with our Bonus Policy, promotional offers are intended for genuine recreational play, not for individuals who seek to exploit them, or try to circumvent the standard house edge.

Our review indicated that the player demonstrated behaviors typically associated with organized bonus abuse groups. These patterns were confirmed through both observed gameplay behavior and the documentation reviewed.

Thank you for the update BigBoost Casino representative. Would it be possible to provide me with evidence of bonus abuse? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi Peter,

I have sent you the email with some screenshots and detailed explanation.

Thank you!

Thank you for providing me with the information BigBoost Casino representative. I have responded to your email, and I await your reply.

Dear LuanRak, I will keep you updated about any new developments. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Perer,

I have replied to your email.

Thank you!

Thank you for providing me with the information BigBoost Casino representative.

Dear LuanRak, The casino has provided me with evidence of fraudulent actions; however, I will discuss this issue internally with my team to reach a consensus. Once we decide on the next steps, I will update you directly in the thread. Thank you for your patience during this time!

Dear BigBoost Casino representative, I have responded to your email, and I await your reply!

Dear LuanRak, after a discussion with my team, we have requested additional evidence from the casino to support their claims. I will update you directly in the thread. Thank you for your patience during this time!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Peter

I’ve sent you the screenshot of the gameplay we were discussing on the 22nd of Oct. Could you please let me know if there’s anything else I should provide?

Dear LuanRak, The casino has provided evidence that you violated the maximum bet rule during bonus wagering. The max bet rule is an industry standard that we don't like to go against, though we always review each case individually to determine whether any unfair advantage was gained.

In this instance, the evidence shows that significant gains resulted from the violation. Therefore, we have to reject your complaint based on these findings.

Thank you for your understanding.

Kind regards,

Peter