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i deposited 500 dollars via interac etransfer on june 19.

i opted for the 50% reload bonus.

with my cash i played roulette (500$ wagered on roulette numbers)

then with the bonus money i played a slot called zombie circus.

i kept the bet size at 5$ the whole time because the was the max bet allowed . i wagered the whole wagering requirement.

it ended with a balance of 7405$.

i go to withdraw via interac etransfer and the next day i see my whole balance is gone and deducted from my account completely.

i was able to withdraw a win successfully once before.

there was no verification issue or requirement that was needed either

i didnt get any information yet regarding my win being confiscated.

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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 screenshot of the bonus or a link to the bonus you activated and played with?
• Was your balance divided into separate real-money and bonus-money balances after you activated the bonus?
• Did you see any pop-ups, notifications, or warnings indicating that certain games were excluded while the bonus was active?
• Have you contacted the casino's customer support to ask why your balance was confiscated? If so, what explanation were you given?

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

real money and bonus money are completely separated.

no i didn't get any notifications regarding restricted games but i did check the games that are excluded from bonus in their bonus terms and zombie circus isn't one of them so it was allowed to play.

i havent heard anything from support yet. i emailed them, no response . and also their live chat isnt working , its only an AI not. im not able to speak to any real person . and its doesnt allow me to start a new chat in an attempt to talk to a real person .

they finally got back to me and wrote this :

"Thank you for contacting us.

Following a review of your account activity, we can confirm that the bonus winnings were removed in accordance with our Bonus Policy. Our records indicate that strategies and methods were used in connection with the bonus that fall under restricted bonus usage.

As stated in our Bonus Policy:

"The use of strategies and methods to take advantage of offers is prohibited and we reserve the right to cancel all your winnings."

As a result, the bonus and any winnings derived from it were confiscated. However, your original deposit of CAD 500 was not affected and remains available on your account.

You can review the applicable terms in our Bonus Policy for further information."

i never did such a thing as use a "strategy" . i simply played roulette (with my cash) and one slot game with the bonus money , i kept a 5$ bet size the whole time and wagered the whole wagering requirement.

heres the evidence that cash and bonus money are separated as well. because i played roulette first with my cash (500$) . then zombie circus with my bonus money (250$). i also asked support for more information as to how they reached that conclusion and they refused to tell me .

Dear jordanbon

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, Michal (michal.k@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,

Veronika

Hello jordanbon,

My name is Michal, and I have taken over your complaint.

I have reviewed the case and will contact the casino to gather additional information and better understand the circumstances surrounding this matter. I will also do my best to assist in clarifying the situation.

We would like to invite BigBoost Casino to join the conversation.

Dear BigBoost Casino,

Kindly provide any relevant information and supporting evidence regarding the alleged violations of your Terms and Conditions that the player is being accused of.

You may send the relevant information and evidence directly to me at michal.k@casino.guru for an independent review and assessment.

Thank you in advance.

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.