BiggerZ Casino - El retiro del jugador se retrasa debido a la solicitud de un bono.

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.

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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 tomas@casino.guru, 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 (samuel.s@casino.guru). 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 (jk.machatsch@gmail.com), 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:

samuel.s@casino.guru

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.