РЕШЕНО: BiggerZ - Проблема с отказом в выплате

Ich habe beim Biggerz Casino eine Einzahlung via TRX gemacht in Höhe von ca. 300 euro (1304 TRX). Ich habe beim Spielen gewonnen und ca. 3000 Euro (12857 TRX) zur Auszahlung gebracht. Am 09.02.26 wurde diese Auszahlung storniert, ohne Angabe von Gründen und mit Verweis auf den Kundensupport. Auf Nachfrage wurde mir gesagt, dass mein Konto angeblich ein Duplikat wäre und deshalb mein Konto auch ab 09.02.26 temporär gesperrt wurde. Das ist so nicht korrekt, ich habe nie vorher beim BiggerZ casino gespielt. Im Chat wurde mir dann mitgeteilt, ich könne - um zu beweisen - dass ich kein Duplikat eines anderen Spielers sei, Dokumente inklusive "Videobeweis" (ein Video, auf dem ich ein geschriebenes Blatt Papier hochhalten durfte und in die Kamera sprechen durfte. Eine Frechheit, übrigens!!) einreichen. Dieser Aufforderung bin ich nachgekommen und habe die Dokumente eingereicht. Nun sind einige Tage vergangen, in denen nichts passiert ist und seit heute, dem 13.02.26 kann ich mich wieder in mein Konto einloggen. Allerdings sind statt der 12857 TRX nur noch die ursprünglichen 1304 TRX (Betrag meiner Einzahlung) auf dem Konto. Auf Nachfrage im Chat wurde mir bestätigt, dass sämtliche Gewinne storniert wurden und dass ich nun lediglich meine Einzahlung wieder auszahlen solle. Als Grund wurde genannt, dass ich angeblich ein doppeltes Konto habe, was absoluter Quatsch ist. Das Verhalten vom BiggerZ Casino ist auf sämtlichen Ebenen eine Frechheit. Erst lässt man mich tagelang ohne Auskunft warten, nachdem mein Konto ohne Grund gesperrt wird und dann streicht man mir sämtliche Gewinne!! Bitte um Unterstützung!

Сумма убытков: 3000€

Казино: BiggerZ

Дело №: 4037

I made a deposit of approximately €300 (1304 TRX) at Biggerz Casino using TRX. I won while playing and withdrew approximately €3000 (12857 TRX). On February 9, 2026, this withdrawal was canceled without explanation and with a referral to customer support. Upon inquiry, I was told that my account was supposedly a duplicate and therefore temporarily blocked as of February 9, 2026. This is incorrect; I have never played at BiggerZ Casino before. In the chat, I was then told that to prove I was not a duplicate of another player, I could submit documents, including "video evidence" (a video in which I was allowed to hold up a piece of paper and speak into the camera. Outrageous, by the way!). I complied with this request and submitted the documents. Several days have passed with no progress, and since today, February 13, 2026, I can log into my account again. However, instead of the 12,857 TRX, only the original 1,304 TRX (the amount of my deposit) remain in the account. Upon inquiring in the chat, I was told that all winnings had been canceled and that I should now simply withdraw my deposit. The reason given was that I supposedly have a duplicate account, which is utter nonsense. BiggerZ Casino's behavior is outrageous on every level. First, they leave me waiting for days without any information after my account is blocked for no reason, and then they cancel all my winnings! Please help!

Hi Gandhi1988,

Thank you for sending us your casino username and additional information. Your complaint, along with all the details you provided and the casino credits, has been forwarded to the casino rep.

As soon as we have an update, we will let you know here in this thread.

However, it would be helpful if you could provide as much evidence as possible via private message, such as screenshots of your live chat conversations or any emails you received from the casino.

Hi how exactly can I proof you I do not have a duplicate account Via email I don’t receive any answer and via live chat I can send the conversation.

I can't send pictures to you via message.

Hi Gandhi1988,

Please check your inbox.

Hi Gandhi1988,

Could you please let us know if you still need our assistance? If you do, please provide us with more information about your case so we can assist you more accurately 

Hello yes I really need your assistance. I can't upload picture because all are over 2mb.

But in general yes please contact the casino rep or casino directly.

I'm also not sure what I can send you. They informed me to confiscate my winnings because of duplicate account. But I don't have two or more accounts. Just this.

I asked for an proof or more information but they never responded to my emails.

Hi Gandhi1988,

Thank you for your response. We have forwarded them to the casino rep.

Once they reply, we will let you know here on this thread.

Hi Gandhi1988,

We’ve sent a reminder to the casino representative as we haven’t heard back from them yet. Has there been any progress on your end in the meantime?

Thank you for your patience.

No they ignore me. They just tell me 'your account has been closed and we also close this case'.

no proof. No explanation. Nothing 

Hi Gandhi1988,

Sorry for the delay. We have received another response from the casino, and they confirmed they will check the case again and get back to us. We hope to receive a clearer explanation this time.

In the meantime, could you please let us know if anyone else in your household might have an account with this casino?

According to their terms, all bonus offers are strictly limited to one per person, family, household, IP address, device, and payment method.

"All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). Creating multiple accounts (duplicate accounts) will lead to termination of the accounts and confiscation of any gained winnings and active bonuses. The player should register personally and shall not provide access to their account or allow using the website by any third party including but not limited to minors."

Thank you. No I'm the only person who has an account. I was often at friends when i played but I'm the only person using Biggerz as an online casino and I never shared my devices or my account.

Dear LCB Team and Player,

Thank you for bringing this matter to our attention.

Following a detailed internal investigation, our Risk team established that the player’s account is directly linked to another account through shared technical identifiers, including IP address data.

As outlined in our Terms and Conditions, only one account per player is permitted. Any connection between multiple accounts through shared identifiers is considered a breach of these rules and may result in account restrictions.

The conclusion of our investigation is based on consistent and verifiable technical data. The measures applied in this case are in line with our internal policies and standard security procedures.

We would also like to clarify that the player has already withdrawn their deposited funds. No player funds have been withheld.

The account has been restricted accordingly, and this decision is final.

For transparency, we are able to provide supporting evidence directly to the LCB team upon request.

This is completely bullshit. 
I withdraw 300€ yes but I had a balance of 3000€ and they stole 2700€.

I just have one account. I have fully verified myself. I was something visiting a friend and sometimes in a hotel and so on, but just an IP is not a proof of a multiple account.

I kindly asked the casino to verify the other account which is 'linked to my acc' so they see it's a complete different person. But they don't want to.

it may happen that an IP address file similar to another person but this is not a valid reason for a duplicate account.

So my question is why you don't just verify the other person and then you can see these are different persons with different wallets, different addresses etc??

Please also confirm if the 'other duplicate account/person' used a bonus offer. Because in your terms the fact of a duplicate IP is just for the bonus section and not for the account itself.

Dear LCB Team,

Thank you for your patience.

Following a detailed internal investigation, we identified that the player’s account is linked to another account on our platform based on multiple technical indicators.

These include shared network data (IP address) as well as matching browser-related identifiers. When assessed together, these factors indicate a strong connection between the accounts.

We would like to emphasize that our decisions are not based on a single factor alone, but on a combination of technical signals evaluated within our risk assessment framework.

In accordance with our Terms and Conditions, each player is permitted to operate only one account. Where a connection between accounts is identified, the operator reserves the right to take appropriate action, including restriction of accounts and removal of winnings obtained under such circumstances.

At the same time, as a gesture of fairness, the player’s original deposit was returned in full, while only the winnings were removed.

We understand the player’s position and their statement that they are not aware of any duplicate account. However, based on the findings of our investigation, the decision was made in line with our internal policies and platform integrity measures.

For security reasons, we are unable to disclose further technical specifics publicly, but we remain available to provide additional clarification directly to the LCB team if required.

A friend of mine played also in Biggerz casino but he never used bonus promotions and his account was already closed.

He just recommended Biggerz casino because they accept crypto. That's the only thing why they can complain about a duplicate account.

But i played with my own account, my own device and he was never involved because he was on holiday and not even at home. 
You can easily verify his account and so he can proof home is a complete different person.

I used my own account alone, my own device, my own wallet and verified myself as an individual person. I did absolute nothing wrong beside using a WiFi lol. My friend also never used a bonus.

So you just search for reason to not pay my winnings. It's a shame and I hope lcb can investigate here

Also funny: You write 'only the winnings have been removed'.

I had a 3000€ balance with a 300€ deposit. So you 'only' removed 2700€. It's a shame.

You stole 2700€ because I used the WiFi of a friend and your technical team 'found something'

Great work...a honest casino would verified the other account and credit the winnings back

Hi Gandhi1988,

That’s correct, your winnings have been removed, and your deposit of $300 has been refunded, meaning the casino has acted in line with their rules.

We have received an explanation from the casino representative, and their decision is final: only the deposit will be refunded. Unfortunately, there is nothing further we can do to assist in this matter.

The casino determined that the accounts were connected due to being accessed from the same IP address and network, as well as matching browser-related identifiers. This falls under their multiple account policy.

We’re truly sorry this happened and understand that it may not have been your intention. However, the casino clearly outlines these rules in their Terms & Conditions, regardless of whether the other account is currently active or not.

Hi sorry I can't accept this. I checked also the terms and this has is only related to bonus usage.

My friend never used a bonus. So we did not violate anything!

To be honest, the IP address argument is extremely weak and technically hollow. In an era of public Wi-Fi, dynamic IPs, and shared residential networks, a matching IP address is zero proof that two accounts belong to the same person.

If the casino claims there’s a connection, they need to provide actual facts that go beyond a simple IP. Was there any overlap in KYC documents? Was the same credit card or bank account used for deposits? Are there identical hardware fingerprints that exceed standard browser data?

As long as the casino fails to provide evidence of shared payment methods or identical identity data, voiding winnings is nothing more than a cheap tactic to avoid payout. It’s unacceptable for a casino to happily accept deposits and take the risk, only to 'discover' a connection the moment a player wins without providing concrete proof.

I do not accept this decision and demand a transparent list of the alleged matches. An IP address alone does not justify the confiscation of funds

Hi Gandhi1988,

Please note that this is outlined in the casino’s Terms & Conditions, and they are allowed to act based on these rules. Their terms clearly state that winnings may be voided in such situations:

"All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.). Creating multiple accounts (duplicate accounts) will lead to termination of the accounts and confiscation of any gained winnings and active bonuses. The player should register personally and shall not provide access to their account or allow using the website by any third party including but not limited to minors."

We will still ask them to review and share their evidence with us. However, if it confirms that the same IP address was used by another account, unfortunately, there won’t be much we can do, as this would be considered a breach of their Terms, which you agreed to upon registering with the casino.

Thank you for your understanding.

You can read it by yourself here:

All BONUS OFFERS. 
My friend never used a bonus! Here they just talk about bonus. 
If they use this terms and conditions then they are wrong because only my account used a bonus.

Hi,

Thank you for your patience.

We have now shared additional supporting evidence with the LCB team via email, including details of the account linkage based on shared network data and matching technical indicators.

We remain available to provide any further clarification if needed and will fully cooperate with your review.

Hello Biggerz,

please confirm that my friend never used a bonus offer. Because only this is forbidden in your terms.

Hi Gandhi1988,

Based on the casino rep's additional explanation:

Following a detailed internal investigation conducted by our Risk team, we identified that the player’s account is linked to another account on our platform through a combination of technical indicators, and not just based on IP address alone. The conclusion was reached based on a consistent combination of technical signals, evaluated in line with our internal fraud prevention and risk policies. Where a connection between accounts is identified, the operator reserves the right to apply appropriate restrictions, including removal of winnings obtained under such circumstances.

In accordance with their Terms and Conditions, each player is permitted to operate only one account:

5.4. You are only allowed to register one Account with the Service. Accounts are subject to immediate closure if it is found that you have multiple Accounts registered with us. This includes the use of representatives, relatives, associates, affiliates, related parties, connected persons and/or third parties operating on your behalf.

After carefully reviewing all the evidence provided by the casino, along with their Terms & Conditions, we can confirm that this case falls under a breach of their Terms.

As a result, we are unable to take any further action, and the casino’s decision remains final. Therefore, from our side, this case will be marked as resolved. 

Thank you for your understanding.

Wow this is a joke I'm so disappointed. Great work that you just support these casinos!!!