BiggerZ Casino - プレイヤーの賞金は没収されます。

When I registered with this casino, they offered a 150% first deposit bonus, so I took advantage of it, deposited $100 and received a $150 bonus.

I played slots and won, and when my balance reached about $1,450, I met the withdrawal requirements.

After completing my identity verification, I applied for a withdrawal and was asked to provide video verification, which I submitted.

I was then told that my request had been accepted, but when I requested a withdrawal I received an email saying that my winnings would be confiscated due to a violation of the terms of service.

I would like an investigation into this as I cannot accept this confiscation.

こちらのカジノに登録すると、150%の初回入金ボーナスがあったため、そちらを利用し100ドル入金し150ドルのボーナスを受け取りました。

スロットで遊び勝利することができ、残高が1450ドルほどになったところで出金条件を満たしました。

本人確認を済ませて、出金申請すると動画認証が求められたのでそちらを提出しました。

その後受理したと言われたので、出金申請すると利用規約に違反しているため勝利金を没収するというメールが届きました。

納得のいかない没収なので調査して頂きたいです。

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.

Dear daikikatada,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with the casino.

To assist you further and clarify the situation, could you please provide the following details?

• Could you specify the exact terms of service that you were informed were violated?
• Can you confirm if you received any communication from the casino regarding your account status before the confiscation email?
• Were there any additional conditions or requirements that you were aware of regarding the bonus you received?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Here are the terms of use that were violated:

I received video verification from live support, so I was told to apply for a withdrawal.

There are no screenshots or anything.

There are no additional terms or requirements.

違反した利用規約はこちらです。

ライブサポートにてビデオ認証を受け取ったので、出金申請してください。と言われました。

スクリーンショット等はありません。

追加の条件や要件などはありません。

Dear daikikatada,

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

To proceed with your case, could you please provide the following information:

• A screenshot or link to the bonus that was granted to you.
• Your game history and withdrawal history.
• An update on your current verification status.
• Any additional communication you have had with the casino. This may include screenshots, emails, or chat records.

You can send all the documents to: petra.h@casino.guru or post your screenshots directly in the complaint thread.

Thank you again for your cooperation.

I uploaded a photo of the bonus.

History has been uploaded.

I was told that my identity verification was complete, but my balance was forfeited, and the $100 I deposited was refunded.

I am forwarding your email.

ボーナスの写真をアップロードしました。

履歴をアップロードしました。

本人確認は完了したと言われましたが、残高は没収されており、入金した100ドルは返金されています。

メールを転送しています。

Dear daikikatada

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,

Petra

Dear daikikatada,

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 and state the reason why the player´s winnings have been confiscated?

Thank you in advance for providing the information.

Dear Martina,

Thank you for your patience.

Following a detailed internal review, the player’s activity was assessed in the context of a broader group of accounts identified as part of a coordinated bonus abuse pattern originating from Japan. These accounts exhibit recurring behavioral characteristics, including consistent use of welcome bonuses under similar conditions, as well as re-engagement patterns after initial account actions.

In this case, we also observed that the player returned and continued activity after one month following the initial deposit and account actions, which aligns with patterns seen across previously confirmed abusive accounts within this group.

While individual gameplay elements may vary, our assessment is based on a combination of internal risk indicators and behavioral analysis rather than a single isolated factor.

As a result, and in accordance with our Terms and Conditions regarding bonus abuse and fraudulent activity, the winnings from the bonus were removed, while the initial deposit was withdrawn back by the player.

Please let us know if any further clarification is needed.

Thank you BiggerZ Casino, for the update!

Can I kindly ask you to send me the supporting evidence to my email address (martina.b@casino.guru) ?

Thank you so much in advance

Dear Martina,

Thank you for your message.

We have sent the requested supporting evidence to your email address. Please let us know if anything further is required from our side.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have replied to your email with the requested clarification.

Kindly review and let us know if anything further is needed.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

Thank you for your message.

We have responded to your email and provided the requested details for your review. Please let us know if anything further is needed from our side.

Dear BiggerZ Casino Team,

Thank you for the details. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have now responded to your email and provided the requested details for your review. Please let us know if anything further is needed from our side.

Thank you!

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have now replied to your email. Please let us know if anything further is needed from our side.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

We have now responded to your email. Please let us know if anything further is needed from our side.

Dear BiggerZ Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Hi Martina,

The player was informed about the required video verification and was provided with the option to schedule a convenient time.

A time slot was selected; however, the player did not attend the scheduled call. We have also sent you the details and evidences via email.

I contacted them to cancel yesterday because something came up.

I had a reservation for 9 PM tonight, but what's the status?

昨日は都合が悪くなったためキャンセルと連絡しました。

本日の21時から予約していましたが、どうなっていますか？

Hi Martina,

The player was informed about the required video verification and selected a time slot via the provided calendar; however, they did not attend the scheduled call and no clear prior cancellation was received.

At this stage, the verification process could not be completed due to lack of cooperation.

Please let us know if you require any further action from our side.

Dear daikikatada,

We have discussed your case thoroughly internally and, unfortunately, have reached the conclusion that we are unable to assist you further in this matter, primarily due to the verification call not being completed.

Please understand that completing such verification steps is essential for the casinos in general.

You are, of course, entitled to disagree with our conclusion and may choose to contact the relevant licensing authority if you believe your case warrants further review.

I am sorry that we could not be of more assistance in this situation.