BiggerZ Casino - Igrački nalog je neočekivano zatvoren.

Once a day I was scrolling reels on Instagram, got to know about this casino (Biggerz.com), I registered on their website and made my first deposit, I got free bets for my first deposit on the site, I played some games and lost more than half of my deposit amount, and then I made a withdrawal of the remaining amount, the withdrawal was successful, I asked their customer support if I can withdraw before using the freebets , and they said you can withdraw anytime as soon as you have wagered your funds at least once, and the freebets will remain in your account until their validity is not over. Now, I have placed bets using freebets and won, as soon as I have won, and tried to log in my account, it as was showing that it is disabled. I contacted their customer support, they said the account is closed by the admin and no more information is available than that. I have asked them many times what's the reason behind closing my account, but they never tell me anything, I have asked them about my funds in the account, they said those funds cannot be withdrawn, I have never thought this will happen with me and my winnings will be blocked for no reasons. Please help me recover my account and funds involved with this casino, I have tried to play for the first time and this has happened, I will be highly thankful to you. I am ready to provide you with anything that is required as a proof.

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Dear pinki0000,

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.?
• Did you pass the verification before you lost access to the account?
• Could you share the exact reason you were given for the account closure?

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

Petra

1. I played a few slots games that I have been recommended by Chatgpt so that I can complete the wagering easily without losing any significant amount of my funds.

I placed one and only sports bet using freebets that I got for making deposits, as soon as I won that my account has been closed confiscating all the funds in the account.

2. I have never been asked to pass the verification, I am still ready to complete verification to recover my account and funds.

3. I have asked their customer support more than 10 times about the reason behind closing my account and confiscating the funds, but I have never been told about that and I didn't receive any single e-mail till now regarding that.

Kindly, I am asking you to please ask them to reopen my account and give my funds that have been trapped there for no reasons.

Dear pinki0000,

Thank you for your reply and for providing the previous details.

• Could you please clarify whether the blocking of your account is connected to the free bet wager that resulted in your winnings?
• Additionally, could you provide any further communication you have had with the casino? This may include screenshots, emails, or chat records. You can send all documents to petra.h@casino.guru or post your screenshots directly in the thread.

Thank you again for your cooperation.

I have asked them multiple times through chat and email, what's the reason behind closing my account and confiscating the funds, but they have never told me anything till now, I have received a few email replies regarding this, I am attaching all the screenshots of the same.

Dear pinki0000

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 Romi (romana.r@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,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the BiggerZ Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear BiggerZ Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Romi, dear CasinoGuru team,

Thank you for your message.

Following a detailed review, we can confirm that the account was restricted due to evidence of coordinated activity linked to other accounts and the use of promotional offers.

Our findings are based on consistent similarities in behavior, including bonus usage and gameplay patterns, which are not typical of independent player activity and fall under restricted use as outlined in our Terms and Conditions.

We would also like to note that the player has already withdrawn a portion of their funds prior to the restriction.

Due to data protection and security reasons, we are unable to share full details publicly. However, we have now shared supporting information directly to you via email for your review.

Thank you, BiggerZ Casino, for the information.

Dear user,

Unfortunately, I have to reject this complaint as we have found out that the issue is related to sports betting.

We have no department dealing with sports betting issues here, and that is why we wouldn't be able to investigate the situation properly.

Respectfully,

Romi