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Casino closed my account and is saying that i broke T&C 11.2 after winning 2.000.000 NOK and trying to withdraw them.

Dear xxzoulexx2,

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

Let me refer to the rule 11.2:

11.2 Should we reasonably suspect that you are engaging in, or have engaged in, fraudulent, unlawful or improper activity (including but not limited to money laundering), or conduct otherwise in material violation of these Terms, we may prevent you from accessing the Website and/or Services, and/or suspend, restrict and/or terminate your account, immediately and indefinitely ("Access Restriction"). (...)

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• How did you learn about your account being blocked? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please share your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@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,

Tomas

Hello Tomas and thank you for helping assisting.

I will happily answear any question and I will also send all communication I have had with the casino to your email.

• I am not compeletly sure when I opened the account but I belive it was a few months ago (2-3).

When it comes to the ban. I had accsess to my account 22.oct.2024, and when I tried to log on the next day it was closed. I would like to refer to the email "My account has been closed" as that was the moment I relised it was closed.

• I found out by simply trying to log in, and then getting an error saying that the account was closed. They sent no notificastion about the closure of my account at any point. (I will attatch a photo) *message is in Norwegian*
• I played slots. Tried live for a few rounds but that did not impact the balance in a meaningful way.
• No bonus was used. I deposited 1500kr without any bonus and it increased from that point.

Thank you very much, xxzoulexx2, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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.  

Hello xxzoulexx2,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear BigBoost Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.  

Thank you in advance.

Respectfully,

Michal