BiggerZ Casino - Povlačenje igrača je odloženo.

hi, played a lot here, made a lot of deposits and withdraw, everything was perfect. before I won win one spin about 245000 euro. Then casino asked kyc, asking source of funds, and a lot of other information. kyc passed. casino wrote that they will apply limits, 10k per day, 40 per week, 100 per month. on April they approved about 65000 euro, from the end of April I do not received any withdraw. At this moment balance is about 360000 euro. I ask you help.

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Dear aleks86,

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

• Could you please confirm that this spin winnings was not from an active bonus?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used in your previous successful withdrawals?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history from April to present directly to this thread.

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

Best regards,

Jean

Could you please confirm that this spin winnings was not from an active bonus?

me: hi, only real money. the last deposit was about 10000 euro, without any bonus.

Which payment method did you choose to withdraw your winnings? Was it the same one you used in your previous successful withdrawals?

me: yes, the same method and on this wallet casino already made withdraws.

Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history from April to present directly to this thread.

me: you can see on screenshots that all withdraw from 05 April are pending (6 pages).

also again I contacted live support. they just writing the same, that I need to contact VIp manager via telegram @Biggerzvip (which Ignore me last two months).

Dear aleks86,

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, Martina, (martina.b@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,

Jean

Dear aleks86,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite BiggerZ Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

today I received this asnwer from them.

seems useless like all previous

casino also closed my account

askgamblers already changed their mark to 1 star from 10. I hope you will do it also quick. Because this scam company need to be stopped.

Dear aleks86,

The casino still has time to respond to the complaint.

As an independent mediator, we always strive to be objective and fair, and we base our conclusions on all the evidence available to us.

At the moment, the casino has not yet responded. However, I hope they will get back to us and provide supporting evidence explaining why your account was closed. Once we receive their response, we will review it carefully and continue with our assessment.

Thank you for your patience.

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.

Dear Martina,

Thank you for reaching out regarding this complaint. We take all player concerns seriously and are currently reviewing the account and withdrawal history in detail with our compliance and payments teams.

Given the withdrawal limits and the amounts involved, this case requires additional internal verification before we can provide a definitive update. We appreciate your patience and will follow up in this thread as soon as we have more information to share.

Thank you for your understanding.

It’s absolutely absurd. The casino hasn’t paid out the winnings since April, and now they wait two weeks only to write with absolutely useless information at the last minute.

Dear BiggerZ Casino Team,

Thank you very much for the update!

We would appreciate, if you could kindly prioritize this case and inform us as soon as possible once there is any progress. Thank you in advance for your time and assistance.

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.

Dear aleks86, We are currently discussing the issue with the casino team, and there are still a few aspects that remain unclear to us.

Thank you for being so patient.

Hello Martina.

I’d like to know if the casino has given you any response. When I completed verification in March, I was told that payouts would be made according to the limits. It’s now the end of August.

Like I understand when I stopped to gamble, casino stopped to withdraw and now I can not understand what king of problem casino had.

Dear aleks86,

Unfortunately, since we have not received any further response or relevant details/supporting evidence from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - I recommend you contact the gaming authority the casino is regulated by Anjouan and submit a complaint directly to them. You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.