What's new


What's new

BigWins Casino - I was not paid my winnings because of breaking unknown terms

UNRESOLVED

Complaint Info

Disputed casino

BigWins Casino

Amount

€ 80.99

Posted on November 20, 2023

So I deposited the 30€ to get the 200 free spins from book of dead, I recycled the deposit on live casino and noticed its only 20% well then I asked from customer support and they told me to do the remaining 24€ on slots so I did, I was on 80.99€, tried to withdraw they said that we need your documents for KYC = know your customer, 4 days passed I got no answer from the verification team that I could withdrew any money, because my documents werent verified, suddenly next morning I was refunded the 30€ and my casino saldo was at 0€ I asked and got told youve broken the terms and weve had to remove your winnings, I was shocked because I only played freebet blackjack and honey rush slot and waited with the withdrew, I didnt get any real reason what I broke on the terms, and they just stole my winnings, I say total garbage casino, never suggesting anyone to play there, horrible messaging experience and communication, worst possible casino ever Ive been on.

AskGamblers
Posted on November 22, 2023

Dear BigWins Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

AskGamblers
Posted on November 28, 2023

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.