Big Wins Casino - Аккаунт игрока был закрыт.

I joined Big Wins in March 2023 while I was living in the UK and things went OK.

However, when I moved address to Ireland I encountered issues. Bear in mind that I started by renting a house in Ireland and then later bought a different house, which might have caused confusion at the casino end.

In May 2024 I deposited 370 euros of my own money (no bonus) and worked it up to 5000 euros. This I then attempted to withdraw.

In June 2024, the casino asked for KYC documents. As far as I know, they never approved my documents as they subsequently went on to block my account with an email on 4 November 2024 stating:

"I'm sorry to inform but we have decided to keep your account permanently closed."

I asked them what grounds they have, but this was not forthcoming, with their most recent communication by email stating:

"I'm sorry but our decision is final. This will be our last answer to you."

Dear dsp99RF,

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 understand the whole situation completely. 

Have you made any successful withdrawals before?

Did you go through any verification process while you were in the UK?

Could you please share your communication with the casino regarding the blocked account? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

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

Best regards,

Dominika

Hi Dominika

Thank you for trying to help me. To answer your questions:

1) I made a successful withdrawal of around €4000 in April 2023.

2) I have no record of going through any verification process prior to the previously mentioned request in June 2024.

3) I have forwarded the relevant email conversation to the email address you have given me.

Regards,

Daniel

Dear dsp99RF, have you not been informed about the reason for the permanent closure of your casino account or the outcome of the verification?

All I have been told is that the account is closed "for security reasons." No proper explanation and no mention of the outcome of KYC/verification.

Dear dsp99RF, do you have any updates?

No updates as yet

Thank you very much, dsp99RF, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear dsp99RF,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Big Wins Casino representative to join this conversation.

Dear Big Wins Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

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 dsp99RF,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka