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I would like to submit a complaint regarding the closure of my account and confiscation of my balance at Big5Casino.

I registered an account using my real personal details, including my genuine UK residential address. After registering, I deposited €30 twice (€60 in total). I played normally on the site and my balance reached €390.

During the verification process I uploaded my UK driving licence and my KYC verification was still in progress. My documents clearly showed that I am a resident of the United Kingdom.

While the verification process was ongoing, my account was suddenly closed. Support informed me that I had used the website from an "unsupported region" and that my entire balance had been waived according to their terms.

This situation is confusing and unfair because:

I registered using my real UK address.

I submitted my UK driving licence as verification.

My residency was clearly visible to the operator.

My deposits were accepted without any issue.

I was allowed to play and accumulate winnings.

If players from the United Kingdom are not allowed to use the service, I do not understand why my account registration and deposits were accepted in the first place. My account was only closed after I had winnings.

I did not provide false information and I did not attempt to hide my location or identity. I acted in good faith and followed the normal registration and verification process.

Because of this, I believe confiscating both my winnings and deposits is unfair. At the very least, my deposits (€60) should be returned since they were accepted while my correct residency information was already provided.

I kindly request that this situation is reviewed and resolved fairly.

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.

Dear peter99,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. I tried to complete the registration from the UK, but I haven't found this specific country in the form:

• Could you please clarify which country you chose during registration?
• When did you create your casino account, and when was it closed?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Thank you for your response.

I selected Ireland during registration because United Kingdom was not available in the country list. However, I entered my real UK residential address and later submitted my UK driving licence during the KYC verification process.

My account was created around ,02/03/26 and it was closed on 03/03/26].

My winnings were not from a bonus. They were accumulated from normal gameplay after depositing €60 (€30 + €30).

Thank you for looking into this matter.

Hello peter99,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear peter99,

Thank you for your reply and for providing additional clarification about your situation.

I truly understand how frustrating this must be for you, especially after part of your address was correct. However, based on the information you've shared, I regret to inform you that we are unable to assist with your complaint.

Providing incorrect information about your location, even if it was just a country, is a serious violation of the casino’s terms and conditions. Please, see here:

137. We may deem a Player's behaviour as amounting to "Abusive" including but not limited to the cases listed hereunder:

if the Player provides registration information that is false or incorrect;

There is a reason why you couldn't choose your country, and the reason is that UK residents are not allowed to create accounts at this casino. By selecting another country, you indeed provided false personal information, and the casino was fully within its rights to close your account and confiscate any remaining funds.

I understand this is a difficult situation, but we must emphasize the importance of ensuring all information is correct when registering for any online casino in the future. This is crucial for protecting both your account and your ability to access your funds without complications.

Thank you for your understanding, and I wish you the best of luck with your future gaming experiences.

Best regards,

Kristina