BigBoost Casino - Le vincite del giocatore sono state confiscate.

I accepted a match bonus of 100% on 9 February 2026. I played my deposit portion first, as per the requirements of the casino which has no limit on that part of the bonus. Once I saw I was nearing the bonus amount, i lowered my bet to $5 as I saw the maximum amount you can bet when a bonus is active is $5. I played for hours, with the bonus funds within the $5 limit set by them, and hit a big win, and then ultimately met the playthrough and processed an initial withdrawal of $1000. This was on my third deposit with Big Boost. After 2 escalations, it took over 48 hours to receive a response, which was them removing my winnings and returning all 3 deposits previously made to my Big Boost account since registering on 6 February 2026. I contacted support again, they initially stated that I had exceeded the maximum bonus amount wagered, which I didn't, I asked for proof of this. After another long wait, I received a response stating that it wasn't because I exceeded the bet amount, but instead claiming I circumvented the bonus by using a strategy of some sorts. I followed their rules, and played the game. I didn't break any rules, that I can could see, but instead they gave me the run around and removed my winnings unfairly.

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a link or a screenshot of the bonus you activated and played with, including the bonus terms and conditions?

• What types of games did you play using your real-money balance?
• What types of games did you play after your balance switched to bonus funds?
• Could you please describe your gameplay in more detail? For example, did you switch between different games or adjust your bet sizes in any way (other than lowering the bet when nearing the bonus balance)?
• Have you ever made a successful withdrawal from this casino in the past?

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

Best regards

Veronika

Hello there Veronika,

Thank you for taking the time for this complaint.

I only played 1 slot game with this offer, Oishi Delights by PG Soft. I played the game using my cash part first with a higher bet, $10 sometimes, $8 other times. When I saw my cash balance was getting low, i dropped down to $5 and carried on playing to keep within the requirements.

This would have been my first withdrawal with Big Boost, on my third deposit. I claimed the welcome offer of 100% and then another offer they sent me, for 50%, on those two deposits I played Bakery Bonanza by PG Soft, also, sticking to the same game. This match bonus was a 100% match bonus.

I hope that answers all your questions, but please let me know if there is any more information you need.

Regards,

Shamus

Hello ChuckWinner79,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru