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I accepted a match bonus of 100% on 9 February 2026. I played my deposit portion first, as per the requirements of the casino which has no limit on that part of the bonus. Once I saw I was nearing the bonus amount, i lowered my bet to $5 as I saw the maximum amount you can bet when a bonus is active is $5. I played for hours, with the bonus funds within the $5 limit set by them, and hit a big win, and then ultimately met the playthrough and processed an initial withdrawal of $1000. This was on my third deposit with Big Boost. After 2 escalations, it took over 48 hours to receive a response, which was them removing my winnings and returning all 3 deposits previously made to my Big Boost account since registering on 6 February 2026. I contacted support again, they initially stated that I had exceeded the maximum bonus amount wagered, which I didn't, I asked for proof of this. After another long wait, I received a response stating that it wasn't because I exceeded the bet amount, but instead claiming I circumvented the bonus by using a strategy of some sorts. I followed their rules, and played the game. I didn't break any rules, that I can could see, but instead they gave me the run around and removed my winnings unfairly.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with, including the bonus terms and conditions?

• What types of games did you play using your real-money balance?
• What types of games did you play after your balance switched to bonus funds?
• Could you please describe your gameplay in more detail? For example, did you switch between different games or adjust your bet sizes in any way (other than lowering the bet when nearing the bonus balance)?
• Have you ever made a successful withdrawal from this casino in the past?

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

Best regards

Veronika

Hello there Veronika,

Thank you for taking the time for this complaint.

I only played 1 slot game with this offer, Oishi Delights by PG Soft. I played the game using my cash part first with a higher bet, $10 sometimes, $8 other times. When I saw my cash balance was getting low, i dropped down to $5 and carried on playing to keep within the requirements.

This would have been my first withdrawal with Big Boost, on my third deposit. I claimed the welcome offer of 100% and then another offer they sent me, for 50%, on those two deposits I played Bakery Bonanza by PG Soft, also, sticking to the same game. This match bonus was a 100% match bonus.

I hope that answers all your questions, but please let me know if there is any more information you need.

Regards,

Shamus

Hello ChuckWinner79,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your reply. Could you please confirm whether you have checked if the maximum bet rule applies whenever a bonus is active in your account, regardless of which portion of your balance you were using to play?

Also, has the casino provided any details on which strategies they believe you used to accumulate your winnings?

Hi Veronika,

When I took up the welcome bonus, I checked the terms and conditions and it stated that with the cash component there was no limit on my wager, only on the bonus component, which is a maximum of $5 per bet.

They never gave a specific strategy, but instead a blanket generic response:

"Please note that your funds have been withheld, in accordance with our Bonus Policy, under the clause Wagering whilst having active bonus offer(s), stating, "The use of strategies and methods to take advantage of offers is prohibited and we reserve the right to cancel all your winnings".

Furthermore, in accordance with clause 11.3 of our Terms and Conditions:

11.3 In the interests of fair play for all, you are not permitted to utilise or deploy any novel or recognised 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."

I have done neither of those things.

Thanks

I checked the Bonus Terms and Conditions, and I found this rule:

Wagering whilst having active bonus offer(s)

Whilst having an active bonus the maximum bet allowed is €/£/$5 per spin, €/£/$0,5 per bet line or for card and table games the total maximum stake is €/£/$5 until wagering requirements have been met. This includes double up wagers, gamble features or buying features. Any games that have an in-game option to choose a no-commission functionality. Big Boost reserves the right of voiding bets and winnings resulting from bets of larger amounts as well as applying a wagering penalty on current bonus(es). Unless otherwise stated, bonus(es) will be wagered in the order they are given to you and can only be wagered one by one.

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format. My email address is veronika.f@casino.guru. Also, if you can prove that you are allowed to wager the deposited portion of your balance without any betting limits, send me the evidence from the casino's terms and conditions. Thank you for your cooperation.

Dear ChuckWinner79,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru