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I made a deposit on 8/7 and played, winning, but after verifying my KYC on 8/22 and submitting a withdrawal request, I received several responses stating it was under review.

Today, when I asked about the status of my withdrawal, I received an email informing me that the funds had been confiscated.

Since I haven't been provided with a reason, I would appreciate your assistance in this matter.

8/7に入金し遊んで勝利したのですが8/22にKYCを認証してから出金申請をかけ何回か問い合わせ審査中と回答。

本日出金の進行状況を聞くとメールで没収の連絡がありました。

理由も教えてもらませんでしたので協力をお願いしたいです。

Dear omasasan98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Do I understand correctly that you passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

Thank you for contacting us.

I will explain each step in order below.

1. Could you tell us which games you focused on - slots, live casino, sports betting etc?

I only played video slots and all my winnings were confiscated this time.

2. Can I understand that I have passed the KYC verification?

No problem.

I have submitted the required KYC and it has been verified.

3. Have you won any winnings with or without an active bonus?

I received my first deposit bonus, played and won some money.

連絡ありがとうございます。

下記にて順番に説明させていただきます。

1.スロット、ライブカジノ、スポーツベッティングなど、どのゲームに重点を置いたか教えていただけますか?

ビデオスロットのみプレイしてそちらの勝利金が今回没収されました。

2.KYC 検証に合格したと理解してよろしいでしょうか?

問題ございません。

指定されたKYCを提出し認証されました。

3.有効なボーナスの有無にかかわらず、賞金を獲得しましたか?

初回入金ボーナスを受取プレイした結果勝利金を得ました。

Thank you very much for your reply, omasasan98. Have you tried contacting the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I have forwarded the email correspondence to the attached email address.

Please check.

メールでのやり取りを添付されたメールアドレスへ転送させていただきました。

ご確認お願いいたします。

Thank you very much, omasasan98, for your cooperation. 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 omasasan98 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask BigWin Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!