Big Wins Casino - Ο παίκτης ζητά επιστροφή των καταθέσεων του.

I signed up at the casino because Casino Guru reported on the casino. Casino Guru still says that this casino accepts players from Austria. I registered on March 8th. On April 19, the terms and conditions were suddenly changed. Since that date, players from Austria are no longer allowed to play there. This change is generally legally ineffective because I was not informed of it. I was not notified of the change. I have continued to make various deposits since April 19th and as of today my account has been suspended without comment.

Apart from the fact that this casino in Austria doesn't matter anyway and therefore all transactions are invalid, it is cheeky that Austrian players are excluded in the terms and conditions, but the games that are already registered are not informed. Any deposit made after April 19 is therefore invalid in any case, regardless of the casino's legal opinion on the subject of licenses and illegality in Austria. This is definitely a classic and very clear complaint case and I am very curious to see how Casino Goro will react to this case and whether Casino Guru will take care of it or not.

I specifically request 0.8 Bitcoin or €20,000

Ich habe mich bei dem Casino angemeldet, weil Casino Guru über das Casino berichtet hat. Nach wie vor steht auf Casino Guru dass dieses Casino Spieler aus Österreich akzeptiert. Ich habe mich am 8. März registriert. Am 19. April wurden plötzlich die AGBs geändert. Seit diesem Datum sind Spieler aus Österreich nicht mehr berechtigt dort zu spielen. Diese Änderung ist generell juristisch unwirksam, da sie mir nicht zur Kenntnis gebracht wurde. Ich wurde nicht über die Änderung informiert. Ich habe seit dem 19. April weiterhin diverse Einzahlung getätigt und seit heute wurde mein Konto kommentarlos gesperrt.

davon abgesehen, dass dieses Casino in Österreich sowieso egal ist und somit sämtliche Transaktionen ungültig sind, ist es eine Frechheit, dass man die österreichischen Spieler in den Geschäftsbedingungen ausschließt, die bereits registrierten spiele aber nicht informiert. Jegliche Einzahlung nach dem 19. April ist somit auf jeden Fall ungültig egal welche Rechtsauffassung das Casino zu dem Thema Lizenzen und Illegalität in Österreich hat. Dies ist auf jeden Fall ein klassischer und ganz eindeutige Beschwerde Fall, und ich bin sehr gespannt wie Casino Goro auf diesem Fall reagiert und ob sich Casino Guru darum kümmert oder nicht.

ich fordere konkret 0,8 Bitcoin beziehungsweise 20.000 €

Dear SeargentSlotty,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Big Wins Casino.

First, let me say I'm sorry to hear about your difficulties caused by the wrong information on our website. We currently have several thousand casinos in our database. We put a lot of effort into keeping the reviews up to date, but it is a difficult task. We would like to apologize for the inconvenience and inform you that we recently updated the information about the casino. Thank you for your help in making Casino Guru better. 

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise what is your current casino balance? Have you completed account verification in the casino? Did you indicate the correct country in your casino account profile?

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,

Tomas

Yes of course I have given all information truthfully my name my address and my country are all correct. I can't access the account since yesterday I sent a screenshot what happens when I try to log in I currently have no balance on the account

Ja natürlich habe ich alle Angaben wahrheitsgemäß gemacht mein Name meine Adresse und mein Land sind alle korrekt. Ich kann seit gestern nicht mehr auf das Konto zugreifen ich habe einen Screenshot geschickt was passiert wenn ich versuche mich einzuloggen ich habe derzeit kein Guthaben mehr auf dem Konto

Do I understand correctly the casino made your casino account unavailable to you after you already played down your balance in the casino? Were any funds confiscated from your account as a result of the casino changing its terms and conditions, or as a result of the casino restricting access to your account?

I'd like to emphasize that we accept the situation when the casino allows players from restricted countries to open an account (or continue playing as it is in this case) as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings.

In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. 

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds (or winnings) have been confiscated due to being from a restricted country. Nevertheless, it doesn’t seem that this is the case here (but correct me if I am wrong, please).

I'll await your reply.

So honestly. I think I described my request very well. I don't know what's not understandable about it. The casino changed their T&C without notifying me and allowed me to deposit funds even though I am from a country where deposits are invalid. Therefore, all deposits are refundable. Quite simply, please discuss with Josef K. and Matej.

it's not about winnings, i have no chance to win was my account was blocked without comment and i can't access anymore, time you win time you lose. Blocking access in the middle is also unfair. there are many things that are wrong so the case is very simple. Please contact a casino representative to have your say on the whole matter. I notice that the complaints are almost never forwarded to casino representatives, but Casino-Guru seems to take care of things 90% himself and tries to ward them off as best he can. Is this part of your affiliate deal?

Also ganz ehrlich. Ich glaube ich habe mein Anliegen sehr gut beschrieben. Ich weiß nicht was daran nicht verständlich ist. Das Casino hat seine AGB (T&C) geändert ohne mich zu informieren und hat zugelassen, dass ich Gelder einzahle obwohl ich aus einem Land komme, wo die Einzahlungen ungültig sind. Daher sind sämtliche Einzahlungen zurückzuerstatten. Ganz einfach, bitte mit Josef K. Und Matej besprechen.

es geht nicht um Gewinne, ich habe keine Chance zu gewinnen war mein Konto kommentarlos blockiert wurde und ich keinen Zugang mehr habe mal gewinnt man mal verliert man. Mittendrin den Zugang zu blockieren ist außerdem unfair. es sind viele Sachen die nicht in Ordnung sind deswegen ist der Fall sehr einfach. Bitte kontaktieren Sie einen Vertreter des Casinos er soll sich zu dem ganzen Äussern. Mir fällt auf, dass die Beschwerden fast nie an Casino Vertreter weitergeleitet werden sondern sich Casino-Guru scheinbar zu 90 % selber um die Sachen kümmert und sie versucht abzuwehren so gut es geht. Ist das Teil eures Affiliate-Deals?

Thanks for your comment.

Please understand we try to make sure the complaints of players are valid and the information provided by the players is sufficient before we confront the casino with the complaint directly.

I understand your concern about not telling players about the change in terms&conditons, however, we won't act until you confirm to us there are any funds withheld by the casino at this point.

We don't think this is a valid reason for a refund of your deposits, however, we would proceed further if - as a result of the casino changing its terms and conditions - the casino used the situation to confiscate or withhold your balance.

They withheld all my funds. This is illegal according to European law. This is illegal under the T&C. And I'm asking you to do something. thank you very much

Sie haben alle meine Gelder einbehalten. Das ist gem. europäischem Recht illegal. Das ist gem. den T&C illegal. Und ich bitte Sie, etwas zu tun. Herzlichen Dank

I am sorry but previously you mentioned:

"(...)ich habe derzeit kein Guthaben mehr auf dem Konto"

Did the casino confiscate any balance or have you played down the balance yourself?

Have you completed account verification in the casino?

The casino confiscated all deposits. KYC has not been done yet.

Das Casino hat alle Einzahlungen konfisziert. KYC wurde noch nicht gemacht.

Dear SeargentSlotty,

I would like to notify you that despite being informed multiple times that we do not handle issues related to Licensing Authorities, you continue to revisit our website with the same matter. We have reiterated on several occasions that we are not legal professionals.

Furthermore, considering your repeated statements here and in your previous complaints regarding your gambling addiction, we will not indulge your addiction by assisting you in testing how quickly a casino can block your account. In the specific case of BetItAll Casino, you mistakenly sent an email to an incorrect address and now expect our assistance in recovering your lost funds. Our purpose is not to entertain your attempts.

If you genuinely believe that you have a gambling problem, we strongly urge you to seek professional help. You can find a list of assistance centers by following this link: https://casino.guru/problem-gambling-help-centers#cnt_17=true.

Additionally, we have received several threads from you in which you threaten to take legal action against Casino.Guru and our employees for providing false information. We have never provided the information that you have accused us of, and we will not tolerate any threats towards our employees. Our objective is to assist players, and we do so without charge. We are not lawyers but rather mediators, and your threats will not yield any results. We have explained our stance multiple times and attempted to caution you, but unfortunately, it has not proven effective.

Database of Gambling Addiction Help Centers – Casino Guru

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For the above-mentioned reasons, we will also be closing your Casino.Guru account permanently.