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Account (verified) was closed after a withdrawal request and the payment was refused. Reason: multiple accounts.

but since I don't have multiple accounts, I don't understand.

Konto(verifiziert) wurde nach Auszahlungsantrag geschlossen und die Auszahlung verweigert. Grund: mehrere Konten.

da ich aber keine mehreren Konten habe verstehe ich das nicht.

Dear Stepman,

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

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours? Have you redeemed any promotional offers in this casino in the past?

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

Best regards,

Petronela

No other accounts have been created by me.

Es sind keine weiteren Konten von mir erstellt worden..

Dear Stepman,

I’m very sorry but you haven’t answered any of my previous questions. Please check my first reply and try to assist. All the requested information is essential if we wish to proceed with the case. 

It is possible that you have made an account via my internet connection.

Es kann sein das bekannte über meinen Internetanschluss ein Konto haben gemacht haben.

Do I understand correctly that there’s a possibility that someone else has opened an account from the same IP address as yours? Could you please advise if you have accumulated your winnings with active bonus? Thank you in advance.

It is possible that a friend has opened an account via my IP. But is not sure.

The win is not a bonus. I've already deposited several hundred euros there. Account was blocked after withdrawal request.

Es kann sein das eine Bekannte über meine IP ein Konto eröffnet hat. Ist aber nicht sicher.

Der Gewinn ist kein Bonus. Ich habe dort schon mehrere hundert Euro eingezahlt. Konto wirde nach Auszahlungsantrag gesperrt.

Thank you very much, Stepman, for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Stephan,

I looked at your case and understand the situation. I will contact the casino and see what can be done.

We would like to ask the Big5 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Customer,

Kindly be informed an investigation was necessary in this case, as a connection with another account has been found.

The multiple accounting is a breach of our Terms and Conditions. (https://www.big5casino.com/en/terms ; Multiple accounts, article 47)

Considering the information we have so far and our impossibility to confirm there has been no Multiple accounts breach occurred, all accounts have been closed from further playing in line with our general Terms and Conditions clauses (https://www.big5casino.com/en/terms; Multiple accounts, article 49).

All of the proof from our system has been shared with Casino Guru compliance team.

Sincerely,

Big5Casino Complaints team

Really great. You pay in several hundred euros, and if you want to withdraw, the account is blocked.

I would then have liked to refund my deposits.

Because this is definitely a scam. When making deposits, it is not checked whether someone has multiple accounts. But when you want to pay out your winnings, which you are really happy about. The account is simply blocked with a flimsy claim.

Ganz toll. Da zahlt man mehrere hundert Euro ein, und wenn man auszahlen lassen möchte wird das Konto gesperrt.

ich hätte dann gerne meine Einzahlungen zurück erstattet.

Weil das ist definitiv Betrug. Bei den Einzahlungen wird ja nicht danach geschaut ob jemand mehrer Konten hat. Aber wenn man dann mal seinen Gewinn, über den man sich wirklich freut , Auszahlen möchte. Wird einfach mit einer fadenscheinigen Behauptung das Konto gesperrt.

Thank you Big5 team for the reply and evidence.

Dear Stephan,

The casino sent me evidence suggesting there is a connection to several other accounts. I'm afraid I can't help you with this one. If you are still convinced that the casino's decision was not correct, I recommend you to turn to the MGA for help (https://www.mga.org.mt/support/online-gaming-support/). I wish I could be of more help.

Best regards,

Peter