Complaint #2 BiggerZ Casino

Losing winnings from the Freebet bonus

By yuhasgod

6 months ago

I created an account and took advantage of the 100% sports freebet bonus offer. I read the bonus terms and conditions and also inquired via live chat about details, such as that the winnings from the freebet are credited to my balance and can be withdrawn immediately without a wagering requirement. I placed a solo bet with the freebet, in accordance with the terms and conditions, with odds ranging from 2-2.5 (1.6 freebet can be used on all events). (1.9 freebet can be used on events with odds from 2.00 to 2.50). The freebet won, and I had the winnings in my main balance. I saw in my profile that my entire balance was "Available for withdrawal." I placed a few bets and then decided to withdraw the amount to check the casino's solvency. I received a reply that:

Dear Player,

We'd have to inform you that while checking your withdrawal request, we found out that your gameplay has breached the Terms & Conditions of our website, with which you have agreed upon account creation.

Regretfully, due to this violation, we had to confiscate your winnings gained, and leave the deposit amount on your balance.

But, you are still welcome to order the withdrawal in the amount of your deposit (please, be sure to order the entire amount present on your balance).

Should you have any questions or doubts, please do not hesitate to contact us via email or live-chat.

Best regards,

BiggerZ Support Team

After trying to contact live chat, I wanted to know why my free bet winnings were taken away and what rule I had broken. I received the same response as in the email, or that I couldn't say more. The email also didn't answer my question about what rule I had broken or why the winnings were taken away.

Disputed Casino BiggerZ Casino

Reason Bonus removal

Amount $500

Discussion

AskGamblers

• Support Team

5 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that BiggerZ Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

AskGamblers

• Support Team

5 months ago

Dear all,

Kindly note that the AskGamblers Complaint Team requested and is still awaiting additional information from the BiggerZ Casino team.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

yuhasgod

5 months ago

These points in the terms and conditions only say that you can take away the bonus and close account at your discretion. I don't understand, and I think it's unfair. "We reasonably consider that a promotion has not been used as intended." How can I use freebet incorrectly? I placed a solo bet with odds over 2 in accordance with its regulations, that's all. How can this be considered abuse?

"Your account matched a repeated and structured pattern that we have identified across multiple accounts during the same period." I can also assume that the casino itself admitted that it did this to many players. Winning a free bet from the welcome promotion = removal of winnings and account ban. As I said, it seems unfair.

BiggerZ Casino

• Representative

5 months ago

Dear @yuhasgod,

Thank you for your follow-up and for sharing your perspective.
We have reviewed your case again and would like to summarise the situation as clearly as possible:

Your deposit has been refunded in full - you have requested the withdrawal for that amount and we have succesfully processed it.
The winnings generated from the free bet were voided in accordance with our bonus rules and General Terms & Conditions (stated in the previous response);
Your account has been permanently closed following this review.

This outcome was decided by our Risk & Security team, based on the pattern detected as explain in our previous reply, acting under our Terms, which allow us to remove bonus-related winnings and to restrict or close an account where we reasonably consider that a promotion has not been used as intended or that continuing to offer access to the account may affect the fairness or integrity of the service.

We fully understand that this may not be the outcome you were hoping for, and we do appreciate your position. However, after a thorough internal review, we are not able to make any further changes to this decision, and no additional funds are due on the account.

BiggerZ Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $193

Avg. Complaint Duration 6 days

Avg. Response Time 2 days

BiggerZ Casino Complaints

See all complaints for this casino

Account closed for no reasons and confiscated the deposit money

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.

Resolved

$605

Biggerz refusing 3000 euro withdrawal

After winning 4500 on 13th of February with my own money, I withdrew 6000 Tron (approximately 1200 euro) which was approved within 10 min. After this I went to bed and requested the rest the next day 13600 Tron (aprox 3500 euro). This was not accepted and took a further 6 days before being cancelled for the first time. Reason talk to support. Support told me management needs to check. Ok sure. This was on thursday the 19th. Today the 23th i got an email from biggerz stating they confiscated the full amount and refunded me one of my withdrawal 2400 tron (aprox 600 euro).

I made a total of 5 deposits totalling around 2500 euro and played with NO bonus. I didnt use any VPN or other software. I didn't use any promotions, I only bought bonuses and spun on some slots.

I have attached the email biggerz sent me today of which I was kinda pissed off cause it was blatant stealing of my legitimate winnings. And by approving my first withdrawal proving my point.

I am asking for help here to retrieve the rest of my winnings approx 11000 Tron more as they refunded me 2600 tron (aprox 600 euro)

Account is fully closed/disabled at the moment, so I can't reach the customer support chats or my rejected withdrawal page anymore.

Resolved

Withdrawal problems keep saying same thing over and over

I'm fed up with this casino! It seems they don‘t want to give me the winnings!!! Why do even play in such casinos?

I should rather give money to a homeless guy than to those people!! First withdrawal of 817 usdt got cancelled! Second one was taking too long over 48 hours so of course i got mad and canceled it! And lost additional 130 euros and now withdrawing 647.64 USDT and still no movement! please Askgamblers team help me out im tired of this games this type casinos play.. we are normal hard working people that are trying to have some fun we lose alot of money as gamblers and when casinos like this don't want to pay out is soul crushing!!! Its only 647.64 USDT

Resolved

BiggerZ - Account got closed 5 minutes after deposit

I created an account on Biggerz at the 21. of janurary. I made my first deposit ( 192.12 TRX) and claimed the first welcome bonus. So far all went nice and smooth. I started to play the first slot. 3 mins later i got kicked from my account, and I could not log in again, cause they blocked my account. I asked the live chat what happend, but they could not help me. So I wrote an E-mail to the support. At the 25. of january I got an answer. They did not explain why, but they decide to reopen my account, so that I can withdraw my balance. After the withdraw, they wanted to disable my account again. So I logged in my account, but for withdraw my deposit I had to cancel the first welcome bonus. I canceld it, and all my money got deleted. So I wrote again to the support at the 25. of january , and again at the 29. of january. But they dont answer me anymore. All I want is my deposit back, I do not care about the account.

Resolved

$55

Games not working withdrawals not working, nothing working

I have tried to get my withdrawal sent for almost 1 month

First i made a deposit there, and no games were working there, just problems with the site

its still not working 100%, so they said they could send my money back as a refund, which I wanted

So first withdraw they cancel cus they want me to wager in games that are not working, so I showed them the email that they promised me a wager-free refund, and made a withdrawal again, and that where canceld, so I told them in the chat and made a withdrawal again, and that was also

So now I have made a withdrawal AGAIN, and I really dont know how to get my money back

This feels more and more like a scam site, so beware whoever reads this

Resolved