BiggerZ Casino - Povlačenje sredstava vezanih za bonus igrača je odloženo.

I used the welcome bonus on this casino site to play.

The game played was a slot machine, and there was no mention of any problems in the terms of use.

Despite this, the payment has not yet been made.

The date of deposit is 2025.11.24

The withdrawal date was 2025.11.26

I have contacted support many times, but they have simply pushed the reason for the withdrawal to the finance department and have not received a single response.

Could you please contact the casino site so that they can withdraw the money?

No matter how many times I inquire, I can only get in touch with support and nothing progresses.

こちらのカジノサイトでウェルカムボーナスを利用して遊びました。

遊んだゲームはスロットで、利用規約にも問題があるとの記載はありません。

それにもかかわらず、未だに出金がされておりません。

入金した日付は2025.11.24

出金した日付は2025.11.26

これまでにサポートには何度も問い合わせをしましたが、彼らは出金されない理由を財務部門にプッシュしたというだけで、何一つ返答は返ってきません。

出金されるようにカジノサイトに連絡を取っていただけませんか？

私がどれだけ問い合わせをしても、サポートの方までしか連絡が出来ず、何一つ進展しません。

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Is your player's account accessible to you? Can you log in?
• Could you please share with me a screenshot of the payout request with the status visible? My email is tomas@casino.guru

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,

Tomas

I will answer each one from the top

To date, no withdrawals have been completed.

The verification is still pending (yellow). Support said they would not request any additional documents.

I don't know if that's true, and with the New Year coming up I'll be away from home and it might be a hassle to get the documents issued.

We will email you a TXT file containing not only your payment request but also all of the content exchanged during the live chat.

The screenshots you take contain personal information, so please share them only with CasinoGuru staff.

上から１つずつ回答させていただきます

出金は今日まで一度も完了しておりません。

検証についてもずっと保留中(黄色い)状態です。サポートは書類の追加請求はないと言われましたが

それも本当かわからず、年末年始になりますと私も自宅を離れて書類の発行に手間がかかるかもしれません。

支払いリクエストだけではなく、ライブチャットとやり取りをした全ての内容もTXTファイルでメールを送らせていただきます。

撮影したスクリーンショットには個人情報が含まれますので、共有はCasinoGuruの担当者間だけで宜しくお願い致します。

It wasn't until the 25th that I received my first email.

They asked for additional verification, asking me to take a video and reply to an email.

The withdrawal was not made after 25 days, but only one step has been taken, which is to request verification of documents.

Support said that the delays in the department in charge were due to workload.

If BiggerZ knows this, why doesn't they post an announcement on their website?

25日が経過して初めて1通のメールが届きました。

ビデオ撮影をしメールに返信をするようにという追加の検証依頼とのことです。

25日経過して出金されたのではなく、書類の検証を求められるというたった一歩しか進んでおりません。

サポートは作業負荷を理由に担当部署の遅れが理由だと仰りました。

それを把握していながらBiggerZはどうしてHPに告知をしないのですか？

Dear muraiiiko,

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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

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

I have two IDs

The video was taken by someone other than the person whose ID I originally submitted.

After this point was pointed out to me, I immediately re-did it and submitted it again.

We have confirmed that they have also received the second video recording.

But still nothing progresses from there.

In the end, it's the end of the year, and I think there will be delays in withdrawals for various reasons from now on.

身分証を2枚保有しており

最初に提出した身分証と異なる方でビデオ撮影をしました。

その点を指摘を受け、直ちにもう1度取り直して提出をしました。

彼らも2通目のビデオ撮影を受け取ったことを確認しております。

ですが、変わらずそこから何も進みません。

結局年末になり、この後もいろいろな理由をつけられて出金の遅延が起きるのではないかと思います。

At the moment nothing is progressing

I haven't received any contact and I don't think they kept their verbal promise to treat it as a top priority.

現時点でも何一つ進んでおりません

連絡は届かず、最優先で対応するという口約束は守られてないと思います

We have confirmed the receipt of $1,515.

Please leave the remaining amount public until you can confirm that it has been received.

Also, I would like an explanation as to why the verification process was delayed so far.

$1,515の着金を確認しました

残りの金額も着金確認できるまではこのまま公開させてください

また、なぜここまで検証行為が遅れたのかを説明してほしいです

I confirmed that the full amount was received.

After that, I received an email stating that I would be excluded from the bonus program.

That in itself is BiggerZ's right, so I don't mind.

It took time, but I was impressed with their sincerity in handling the matter correctly.

満額の着金を確認しました。

その後は以降ボーナス等のプログラムから除外する旨のメールをいただきました。

それ自体はBiggerZさんの権利なので構わないです。

時間はかかりましたが正しく処理していただけたのには誠意を感じました。

We confirm that the payment has been processed in full and the case can be closed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear muraiiiko,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Romi